the customer of the future the secret to creating life long customers © the solomon group, inc....

The Customer of the Future

The Secret to Creating Life Long Customers

© The Solomon Group, Inc. 2006


“In the mind of a beginner, all things are possible. But in the

mind of an expert, only a few…”- D.T. Suzuki


Oh how our world has changed….

The New Normal


The New Normal…

“In the New Normal, the opportunities for success are plentiful. The trouble is, those opportunities are often different from the

ones we are accustomed to. To exploit them, we have to think in new ways about ourselves

and about the future.”- Robert McNamee


• Dynamic Everyday Change in Technology


“Technology doesn’t make you less stupid; It just makes you

stupid faster.”Andy Grove, Intel



• Constant Escalation of Customer Expectations




• The Power of One




• The Power of One• Time is the New Currency




• The Power of One• Time is the New Currency• Everything is a commodity, the only

true differentiator… is service


Of Customers Who Defect

80% Are Satisfied


Satisfaction is no longer enough…


A True Customer Dialog


Creating a True Customer Dialog…


Creating a True Customer Dialog…1) Only ask what you are willing to act on



2) Talk to the right people



2) Talk to the right people3) You don’t necessarily have to ask



2) Talk to the right people3) You don’t necessarily have to ask4) Everyone must share the knowledge


Creating a True Customer Dialog…1) Only ask what you are willing to act on2) Talk to the right people3) You don’t necessarily have to ask4) Everyone must share the knowledge

5) Define the experience, then create it… every time


“The arrogance of success is to think that what you did

yesterday, is good enough for tomorrow.” William Pollard

Soul of the Firm


How do we create true loyalty for our customers and our

employees?


It's All About The Culture

Can we create a Passionate Purpose?



“If you don’t know where you’re going, you’ll wind up

somewhere else.”- Yogi Berra



Can we commit to hiring and retaining the right people?



Can we take the time to create world class employees…so they

can create world class experiences?



Can we commit to being open to new ideas and plans?



Can we commit to focusing on the priorities… and not the

noise?



Can we commit to modeling the behaviors we want to see?



Can we commit to rewarding people with our attention and

time rather than only with their paychecks?


“Those who will be successful in the future will operate from four

dimensions: vision, reality, ethics and courage.”

- Peter Koestenbaum, Philosopher


The Solomon Group, Inc.

[email protected]

4414 24th StreetSan Francisco, CA 94114

415-401-8646

mailto:[email protected]

the customer of the future the secret to creating life long customers © the solomon group, inc....

Documents

true customer dialog

technology slide

future of customers

time slide

future satisfaction

knowledge slide

intel slide

service slide