Build for Change Quotes

“A lot of companies across the globe are going to die over the next few years, not because of macroeconomic stress but because there is an entire emerging generation of customers who hate doing business with them.”
― Alan Trefler, Build For Change: Revolutionizing Customer Engagement through Continuous Digital Innovation

“Whenever businesses reflexively set things up to herd customers into certain group behaviors, they create disdain and dissatisfaction. Customers in general do not react well to these kinds of things. Gen C customers broadcast their disdain into their social worlds. They have a natural inclination against being thought of in a purely transactional way. They don’t like it when you treat them like prisoners to your conception of how to do business with them.”
― Alan Trefler, Build For Change: Revolutionizing Customer Engagement through Continuous Digital Innovation

“Cellphone providers right and left have been cutting out unlimited data plans. This was an important element of the relationship customers have with their cellphone companies, and in making this change providers are putting a gun to the head of their customers. Do cellphone companies really think that people who once had unlimited plans aren’t going to react negatively to having their data access metered?”
― Alan Trefler, Build For Change: Revolutionizing Customer Engagement through Continuous Digital Innovation

“What does it look like for a business to decompose? It is what happens when you cannot bring new offerings to market in a way that keeps your customers engaged. It is the outcome of your customer satisfaction scores trending in a downward spiral. It is your fate when you can only find people who have heard how difficult it is to do business with you.”
― Alan Trefler, Build For Change: Revolutionizing Customer Engagement through Continuous Digital Innovation

“Gen D does not want to be sold to or “acquired” as one of your customers, they may well be willing to have a conversation with you.”
― Alan Trefler, Build For Change: Revolutionizing Customer Engagement through Continuous Digital Innovation

“too much data can kill you,”
― Alan Trefler, Build For Change: Revolutionizing Customer Engagement through Continuous Digital Innovation

“You need to know why customers are interested in engaging in general and with you in particular. You need a clear picture of what you should be offering to particular customers, not just what you’ve already offered to the many other customers in your massive database. You have to identify where your customers, present and future, prefer to be served—across which channels, locations, and business jurisdictions. And you need to know how you are going to deliver what your customers expect, not just how you’ve done it before.”
― Alan Trefler, Build For Change: Revolutionizing Customer Engagement through Continuous Digital Innovation