There is a major shift happening in business communication right now. Your business is no longer in control of the conversation -- the customer is.
We can all order anything online, instantly get a ride, access all the entertainment and information that we want, on-demand and on our phones. This means that the power to make the decisions that drive business is literally in our pockets.
But, when it comes to business conversations, most companies are still acting as though the ball is in their court. We’re still using a business-first approach instead of a putting the customer first.