The Power of Customers in the New Economy

The Power of Customers in

the New Economy

ByRussell White

RussellWhite.com

Reasons Customers Buy

• Emotion

• Value

• Trust

• Convenience

• Cost <<< 5th most important!

RussellWhite.com © 2012

Customer Praise and Revolts are Emotion-fueled


No One Waits Anymore


• Waiting in line longer than 4 minutes creates customer dissatisfaction.

• Websites need to fully load in 15 seconds.

• Mail orders must be shipped within 24 hours of the order.

No One Waits Anymore


BMW Designers work with Customers for Innovative Ideas


The Rebranding of Domino’s


The Viral Nature of Reviews


Ratings and Reviews


Monitor your listings

Respond to reviews

Make sure the information is correct


To be Exceptional, You Have to be the Exception


Be Innovative


Manage Your Brand


Anticipate Customer Needs


Offer What They “Gotta Have”


Russell J. White, president of Pinnacle Solutions, is one of America’s leading

authorities on business in the new economy. He is an author, consultant, international speaker, and business

expert on leadership and strategies for success in the new economy.


[email protected]

RussellWhite.com

mailto:[email protected]

The Power of Customers in the New Economy

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