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.
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Four forces are making customers smarter and more demanding.
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Digital Sensors expand exponentially the scope of actions, events, and behaviors firms can sense… and to which they can respond.
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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.
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Social Influence means that the opinions and experiences of countless other people come between your firm and its customers.
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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.
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Don’t work for a company thatignores these forces.
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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.
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Smart companies don’t think CRM is the whole answer.CRM does not actually track relationships or
experiences; it tracks transactions.
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Smart companies embrace ALL the consequences of disruptive forces.
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Image courtesy Digital Trends
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Want to act smart? Here’s how…
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Smart companies reward and recognize employees for taking care of customers.
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Smart companies are replacing dumb static touchpoints with smart digital ones
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Smart companies inventory their touchpoints and create a plan to expand their capabilities.
All the ideas in this deck are from the book…
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All the ideas in this deck are from the book…
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