Tag Archives: economy

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connection economy

Connection Economy and the Implications of Scarcity

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Labeling our economic conditions sets the stage for how we’ll choose to communicate, sell, and serve. Many refer to our most recent economic climate as a service economy and others, as a connection economy.

From my experiences I see relevance for both labels, and honestly, the two have a few similarities.

Both should spark deeper thinking about how you will service your customer. They should invite deeper thought about what problems customers and clients will pay you to solve and how you’ll build relationships.

When Scarcity Is Rare

Many individuals and businesses use the principle of scarcity to drive sales. Even your career may incorporate some of this philosophy.

The best question may be, “In a connection economy is there less room for strategies based around scarcity?” Perhaps it is one of the best reasons to think differently about your sales and services approach.

Scarcity may exist in consultative sales, the value of experts, and hot new trends. Does the connection economy suggest additional considerations?

Nearly everything that you could once only seek to buy in a small radius around where you live, has changed. Now products (or services) once considered rare are available across a much larger platform. Not new, but sometimes forgotten.

What matters more? The answer is easy, your connections.

Connection Economy

Connections matter because they have reliability and authenticity built into them. They discount the concept of the pressure sell, the do it or die, or the one-sided win.

In service and in sales, it is harder today to get forgiveness. Much easier is the path to move on.

Some suggest loyalty is gone. Yet with so many choices loyalty secures a position as scarce. The value of connections matters more, not less.

Loyalty means promises made, are kept. If you’re going to sell on scarcity make it about the value of your relationship.

Intuitive commerce exists in connections.


Dennis E. Gilbert is a business consultant, speaker (CSPTM), and corporate trainer. He is a five-time author and the founder of Appreciative Strategies, LLC. His business focuses on positive human performance improvement solutions through Appreciative Strategies®. Reach him through his website at Dennis-Gilbert.com or by calling +1 646.546.5553.

Dennis Gilbert on Google+

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changing customer service

Are You Changing Customer Service Practices?

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Change is a vital part of organizational development. Organizations that care about being front-runners always have a laundry list of what they will change. The question often becomes, “Do they?” Are you changing customer service practices?

At least several schools of people exist when it comes to change. There is the group who resists and in contrast the group who is eager to push the process forward. Often the largest group is the group of fence sitters, those who are waiting to see how things really take shape before they commit.

Shifting Economy

In the US, our economy has been shifting for decades. It is has been called a digital economy, new age, and many other attention seeking labels.

My belief is that we are operating in a service intensive economy. Even manufacturing operations are commonly introducing more service components to their business.

Early Adopters

Some people will recall when the internet was labeled a fad, a cellular phone was too expensive, and computers weren’t necessary to run your business.

There are the early adopters to technology, the ones leading the charge. They line up for several city blocks sometimes in unfavorable weather conditions just hoping for a chance to get the latest and greatest release.

Software developers push out new releases, upgrades, fixes, and patches. Eager businesses sign up to become beta testers with the advantage of co-development for future releases.

Traditional products and services are sometimes still admired but those who are growing are often providing a new twist. Failure to change, innovate, and adopt technology means that they are watching from behind.

Changing Customer Service

The customer experience and customer service practices have never been more important. Being a front-runner, a beta tester, or an innovation expert is what will propel organizations to the front, or in the absence of change allow them to fall behind.

There certainly is not a guarantee that the next front-runner, technology embracer, or fad will become the one that all others in category will chase.

There is however, a guarantee that a new tradition, a new method, something technological will propel the leaders. It has been true for centuries. That likely isn’t going to change.


Dennis E. Gilbert is a business consultant, speaker (CSPTM), and corporate trainer that specializes in helping businesses and individuals accelerate their leadership, their team, and their success. He is a five-time author and some of his work includes, #CustServ The Customer Service Culture, and Forgotten Respect, Navigating A Multigenerational Workforce. Reach him through his website at Dennis-Gilbert.com or by calling +1 646.546.5553.

Dennis Gilbert on Google+

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