Who is your client?

Today I reconciled myself with how an ordinary client feels, just as a client of any company happy to remind me of how good it is and how fast they can respond to any need that ‘I’ may have. Their personalized solutions are based on the knowledge they have about me; my company’s name, my position, an e-mail address and most of all their vast experience and unmatched service, adjusted prices and high quality.
Which company are we talking about? You name it.
The hard thing is to discover companies with arguments and messaging driven towards relationships - to know, to exchange, in other words, to demonstrate a true client orientation, beyond a mere commercial communication void of any personal expectations and how we can contribute as clients to their competitiveness.
Todays client is wise and seasoned, so much that he has the capacity to ignore any messages not intended for ‘him’ which is not based on honesty, sincerity and empathy. Client’s criteria are driven by values and this requires a change in strategy, messaging and relationship. The new objective is anticipation and learning about needs through open exchanges. In other words, it means that the new model is based on listening, converting ourselves in receptors and not transmitters in order to reach an understanding of the client’s singular reality.
Listening is becoming valuable, an indispensable virtue which some will be possess to offer anticipated propositions to ‘its clients’, which are fast and personalized, not only adapted to the moment but attractive without being opportunistic.
This model requires managing the core, the form and the tempo suggested by the client, when we listen carefully. Only then will information arrive, which we will transform to knowledge and finally to perceived value and preference.