Post on 25-Dec-2015
The Customer of the Future
The Secret to Creating Life Long Customers
© The Solomon Group, Inc. 2006
The Customer of the Future
“In the mind of a beginner, all things are possible. But in the
mind of an expert, only a few…”- D.T. Suzuki
The Customer of the Future
Oh how our world has changed….
The New Normal
The Customer of the Future
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
The Customer of the Future
• Dynamic Everyday Change in Technology
The Customer of the Future
“Technology doesn’t make you less stupid; It just makes you
stupid faster.”Andy Grove, Intel
The Customer of the Future
• Dynamic Everyday Change in Technology
• Constant Escalation of Customer Expectations
The Customer of the Future
• Dynamic Everyday Change in Technology
• Constant Escalation of Customer Expectations
• The Power of One
The Customer of the Future
• Dynamic Everyday Change in Technology
• Constant Escalation of Customer Expectations
• The Power of One• Time is the New Currency
The Customer of the Future
• Dynamic Everyday Change in Technology
• Constant Escalation of Customer Expectations
• The Power of One• Time is the New Currency• Everything is a commodity, the only
true differentiator… is service
The Customer of the Future
Of Customers Who Defect
80% Are Satisfied
The Customer of the Future
Satisfaction is no longer enough…
The Customer of the Future
A True Customer Dialog
The Customer of the Future
Creating a True Customer Dialog…
The Customer of the Future
Creating a True Customer Dialog…1) Only ask what you are willing to act on
The Customer of the Future
Creating a True Customer Dialog…1) Only ask what you are willing to act on
2) Talk to the right people
The Customer of the Future
Creating a True Customer Dialog…1) Only ask what you are willing to act on
2) Talk to the right people3) You don’t necessarily have to ask
The Customer of the Future
Creating a True Customer Dialog…1) Only ask what you are willing to act on
2) Talk to the right people3) You don’t necessarily have to ask4) Everyone must share the knowledge
The Customer of the Future
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 Customer of the Future
“The arrogance of success is to think that what you did
yesterday, is good enough for tomorrow.” William Pollard
Soul of the Firm
The Customer of the Future
How do we create true loyalty for our customers and our
employees?
The Customer of the Future
It's All About The Culture
Can we create a Passionate Purpose?
The Customer of the Future
It's All About The Culture
“If you don’t know where you’re going, you’ll wind up
somewhere else.”- Yogi Berra
The Customer of the Future
It's All About The Culture
Can we commit to hiring and retaining the right people?
The Customer of the Future
It's All About The Culture
Can we take the time to create world class employees…so they
can create world class experiences?
The Customer of the Future
It's All About The Culture
Can we commit to being open to new ideas and plans?
The Customer of the Future
It's All About The Culture
Can we commit to focusing on the priorities… and not the
noise?
The Customer of the Future
It's All About The Culture
Can we commit to modeling the behaviors we want to see?
The Customer of the Future
It's All About The Culture
Can we commit to rewarding people with our attention and
time rather than only with their paychecks?
The Customer of the Future
“Those who will be successful in the future will operate from four
dimensions: vision, reality, ethics and courage.”
- Peter Koestenbaum, Philosopher
The Customer of the Future
The Solomon Group, Inc.
www.CindySolomon.comCindy@CindySolomon.com
4414 24th StreetSan Francisco, CA 94114
415-401-8646