In our recent C4 session, we had a robust discussion around adapting leadership styles as generational transitions occur in the workplace. Leaders shared their experiences attracting and managing new graduates while balancing the need to find the right person for the job, regardless of their stage in their career journey. A recent study shows that the future of work, and particularly job postings and opportunities, increasingly requires some exposure to AI, regardless of age. The result is that we could quickly jump to the conclusion that AI is on the fast track to replacing people. However, when it comes to channels and sales, much of this depends on how we use AI and the unique value we add as people. Let me share a simple example.
I recently reached out to a company for a particular service. I started by emailing the contact provided but received no response. Thinking perhaps the email was overlooked, I called to try and get some help, only to be advised by the salesperson that it wasn’t their focus and that I should try someone else. I am quite sure I could have received vastly superior service from an AI agent. Contrast that with an experience I had the following day. I needed a spare part for a product in my home. The person working in the store didn’t have the part, so they found a ladder, removed the display model, disassembled it right in front of me, and sold me the part I needed from the demo unit. I’m quite certain this level of effort isn’t spelled out in their job description.
The first company lost me as a customer, while the second company won not only the sale but also my loyalty.
AI will accomplish many great things, but people still buy from people. As we lead our teams to success, regardless of their career stage, remembering how we treat people will help us deliver competitive differentiation that is as powerful as anything on a feature list.
Happy Channels,
Mark