DBA Spotlight: The Keys To Connecting With Customers

The Digital Branding Analytics Miami 2019 Conference hosted by Florida International University in Miami was one of the best events I’ve attended so far this year. Filled to the brim with great insights and tips, I’m looking forward to attending next year. For those that couldn’t make it this year, I will be sharing some of the takeaways from the conference with all of you. Don’t forget to keep your eye out for this event next year – it’s a must attend! #DBAmiami #FIUMSM

The fourth speaker I’d like to highlight is Evan Carroll. It was a special treat to see him in person as he is the co-author of Blue Goldfish: Using Technology, Data, and Analytics to Drive Both Profits and Prophets. Evan is a professional keynote speaker and workshop facilitator who inspires companies to leverage technology, data, and analytics to drive customer loyalty and advocacy. He does this with a focus on producing engaged employees that use technology to create world-class customer experiences. During the conference, he discussed how the 3 R’s (Relationships, Responsiveness, and Readiness) are the keys to connecting with customers. Relationship has to do with the need for companies to use technology to offer personalized service to their customers, deepen their relationship with them, and better understand what their needs are. Responsiveness has everything to do using technology and data to achieve practical things like quick issue resolution, reducing wait times, and even refining work streams to the points that problems for customers are eliminated from the get-go. He feels these are key to improving the service and experience that customers receive. The final “R” is readiness. This deals with a company’s ability to use technology and data to be best prepared to deliver the best possible experience for customers at their point of demand. His two biggest tips? Evan thinks that companies should focus on data and what it tells them about their customers – stay focused on them and the human element. And secondly – don’t be all over the place! Pick the one project that will give you a quick win and focus all of your energy on that. Evan also believes that companies should strive for an experience that does three things: create a better experience for the customer, create a better experience for their employees, and create a better experience for the bottom line – what he calls a win-win-win.

If you want to find out more about these strategies or connect with this great speaker, you can find him at https://www.linkedin.com/in/evanecarroll/

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