This summer I spent time with other chamber leaders across the country — at the Association of Chamber of Commerce Executives (ACCE) convention, through the U.S. Chamber’s Institute for Organization Management program (IOM), and with the Illinois Association of Chamber of Commerce Executives (IACCE). The best part of those gatherings is the conversations: what’s changing in business, what challenges we share, and what ideas are working. A few themes came up again and again, and they’re worth paying attention to here in Naperville, too.
The Return of Snail Mail
Email overload is real. Some businesses are turning back to the U.S. Postal Service — postcards, letters, even catalogs — to cut through the digital clutter. Mail feels different, stands out, and often gets noticed in ways another email doesn’t.
Chatbots Everywhere
More websites now greet visitors with a chat feature, offering quick answers and support any time of day. With ChatGPT now reaching hundreds of millions of weekly users (TechCrunch), people are increasingly comfortable with chat-style interactions. When they visit a local business website, they expect the same kind of instant response. A chatbot can answer FAQs, capture leads, or direct customers — saving staff time while meeting customers’ “always-on” expectations.
Intensives Over Increments
Instead of a string of short sessions, we’re seeing strong participation in one-day deep dives. People want to dig in, focus, and walk away with tools they can use right away. Add to that the reality of our hybrid workdays — where driving 20 minutes for a two-hour meeting and then driving back can feel overwhelming — and a full-day 9:00 a.m. to 3:00 p.m. workshop can feel like a much more efficient and accomplished use of time.
Personalized Experiences
They want things that feel like they were made for them. They want to feel noticed and appreciated. That’s why loyalty programs, curated options, and tailored memberships are getting so much traction. It’s not about piling on more; it’s about focusing on what matters most to the people you serve.
Why It Matters
These shifts are a reminder that business is always evolving. What worked yesterday may not be what works tomorrow. By noticing these changes — and leaning into them — we can stay competitive and connected.
At the Chamber, we’re making these adjustments, too: exploring one-day intensives, customizing engagement, and continuing to create opportunities that matter most for our members.
Let’s keep the conversation going: what shifts are you noticing in your business?
— Kaylin
Written with the assistance of ChatGPT