Your new competition for customers- it may not be who you think

There’s a new kind of competition facing businesses out there. It’s not brand‑new, but it’s becoming impossible to ignore. And it’s quietly programming your customers.

Who is it?

The competition that keeps your customers at home: streaming services, food delivery apps, and online shopping platforms.

Every week, I get emails from my streaming services recommending shows I’ll love. Food delivery and meal‑prep companies remind me how effortless dinner could be. And online shopping… well, we all know how convenient (and addictive for some) that is.

So how do you counter this “new competition”?

Speed and convenience matter, but they’re not enough. Your customers are craving something deeper… an EXPERIENCE and CONNECTION.

I don’t remember the last time I received an email from a business I just bought something from, thanking me and giving me another idea to consider from them. Or a text, call, or email from one just to say “thanks” or “we appreciate you”, without giving me the 14-minute email survey. These ideas play into the “EXPERIENCE” part, and can better build the experience.

But we also need the CONNECTION part.

People want to feel valued, appreciated, and like they belong. So, how do we make sure our people deliver this connection to our customers? Your people need to feel it first. Connection starts with leadership, then engagement, empowerment, and a mindset that hires and trains for attitude, not just skill.

If you’re ready to help your team create more experiences and connections that no algorithm can replace, let’s talk.

Bob Pacanovsky is a Keynote Speaker and Strategic Trainer who works with organizations that want to deliver the highest levels of Hospitality and Service Excellence to attract and retain more loyal clients and employees who will become storytellers for them.

To learn more and to book Bob, contact him:

Call (330) 352-6084 or email Bob@BobPacanovsky.com 

© 2026 Bob Pacanovsky- Black Tie Experience. All rights reserved.