Episode description
Let’s talk a little bit about client expectations, shall we? They're changing, if you haven’t noticed.
You have noticed, right? The expectations of our clients and customers are different than they were even just five years ago – and the reason, in large part, is technology.
Let's take search, for example. There’s an interesting book called Life After Google: The Fall of Big Data and the Rise of the Blockchain Economy by George Gilder, and early on in the book, Gilder makes the point that folks who search the Internet – almost everybody, in other words – are extremely impatient. We don't like to wait. Gilder says research shows that we're generally satisfied when results are delivered within one-twentieth of a second, but any slower that that and we start to get antsy.
Google was first founded in 1998, so that’s a lot of change in just 20 years – but the pace is only picking up and we have to start getting ahead of that.
That's where our guest comes in. Ryan Estis is a sales and leadership expert who gave the keynote address at that very same CCH User Conference. He says services like Netflix, Uber, and AirBNB represent a huge shift in customer experience, and accounting and finance pros can stand to learn something from these companies.
To learn more, and for the complete show notes, visit blionline.org/blog.
Resources:
- Learn more at RyanEstis.com
Future-Proof is produced by Podcast Masters