Dan Lebish, Executive Vice President and Chief Operating Officer at Aflac, discussed the importance of “thinking differently” to find unique ways to connect with clients during a keynote address at the 2015 Customer Care Leadership Forum in Atlanta on Nov. 3. In his presentation, “Thinking Differently,” Lebish said an organization that strives to distinguish itself can drive a market’s growth.
According to Lebish, an organization should try to show its customers that it is a thought leader. By doing so, Lebish said, an organization can highlight its expertise in a specific industry, and ultimately, improve its customer interactions: “Most of our customers are depending on us for information about the services and products that we deliver. … The opportunity exists for us to talk to them, to communicate to them both formally when we make presentations but also when we’re receiving calls in, wherever that call might come in. That’s a great opportunity for us.”
In addition, Lebish said exploring innovative ways to connect with clients can have far-flung effects on organizations of all sizes. He noted that employees can serve as a source of intellectual capital for an organization, as these workers can provide valuable insights and distinct perspectives. Lebish also pointed out that finding partnerships can help an organization further extend its reach: “There are needs that are unmet that we can’t deliver on ourselves and we need to find partners to help us deliver with, that we can tie ourselves together with somebody else to meet a customer’s needs that that customer might not even know about, but we need someone to partner with us. So we’ve done that. We’ve offered some creative partnerships.”