smart customers, stupid companies

Being dumber than your customers isnot a sustainable strategy.

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The world has changed dramatically, but many companies have not. Forget about innovation, they’re not even sure how to keep up.

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Companies have managed to hide their heads in the sand or let inertia and other internal obstacles get the better of them.

All the ideas in this deck are from the book…

Buy Smart Customers, Stupid Companies at Amazon

http://goo.gl/ZRZ9Yo

Four forces are making customers smarter and more demanding.

Buy Smart Customers, Stupid Companies at AmazonAll the ideas in this deck are from the book…


Digital Sensors expand exponentially the scope of actions, events, and behaviors firms can sense… and to which they can respond.




Pervasive Memory makes it inevitable that companies will begin to profitably leverage the data generated by the trillions of interactions and transactions made through digital devices.




Social Influence means that the opinions and experiences of countless other people come between your firm and its customers.




The rise of the Physical Web has begun. Today, we are linking people, devices, places and locations in the real world like we do on the Web.




Don’t work for a company thatignores these forces.




Smart companies leverage these forces to better serve customers.

Stupid ones ignore or resist them.




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SALESMARKETING

CUSTOMERSERVICE

CUSTOMERSUPPORT

WEBRETAIL

Smart companies don’t tolerate silos.




Smart companies don’t think CRM is the whole answer.CRM does not actually track relationships or

experiences; it tracks transactions.




Smart companies embrace ALL the consequences of disruptive forces.




Image courtesy Digital Trends




Want to act smart? Here’s how…




Smart companies reward and recognize employees for taking care of customers.




Smart companies are replacing dumb static touchpoints with smart digital ones




Smart companies inventory their touchpoints and create a plan to expand their capabilities.




smart customers, stupid companies

Business