The Power of Customers in
the New Economy
ByRussell White
RussellWhite.com
Reasons Customers Buy
• Emotion
• Value
• Trust
• Convenience
• Cost <<< 5th most important!
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Customer Praise and Revolts are Emotion-fueled
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No One Waits Anymore
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• 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
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BMW Designers work with Customers for Innovative Ideas
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The Rebranding of Domino’s
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The Viral Nature of Reviews
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Ratings and Reviews
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Monitor your listings
Respond to reviews
Make sure the information is correct
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Bright Shiny Object SyndromeRussellWhite.com © 2012
To be Exceptional, You Have to be the Exception
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Be Innovative
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Manage Your Brand
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Anticipate Customer Needs
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Offer What They “Gotta Have”
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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.
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[email protected]
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