Smart Customer

PowerPoint Presentation

Being dumber than your customers isnot a sustainable strategy.bcdan/Shutterstock

The world has changed dramatically, but many companies have not. Forget about innovation, theyre not even sure how to keep up.Everett Collection/Shutterstock

Companies have managed to hide their heads in the sand or let inertia and other internal obstacles get the better of them.

All the ideas in this deck are from the bookBuy Smart Customers, Stupid Companies at AmazonFour forces are making customers smarter and more demanding.

Buy Smart Customers, Stupid Companies at AmazonAll the ideas in this deck are from the book

Digital Sensors expand exponentially the scope of actions, events, and behaviors firms can sense and to which they can respond.

All the ideas in this deck are from the bookBuy Smart Customers, Stupid Companies at Amazon

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.


Social Influence means that the opinions and experiences of countless other people come between your firm and its customers.


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.


Dont work for a company thatignores these forces.All the ideas in this deck are from the bookBuy Smart Customers, Stupid Companies at AmazonSmart companies leverage these forces to better serve customers.

Stupid ones ignore or resist them.


Zorandim/ShutterstockSALESMARKETINGCUSTOMERSERVICECUSTOMERSUPPORTWEBRETAILSmart companies dont tolerate silos.


Smart companies dont think CRM is the whole answer.CRM does not actually track relationships or experiences; it tracks transactions.All the ideas in this deck are from the bookBuy Smart Customers, Stupid Companies at AmazonSmart companies embrace ALL the consequences of disruptive forces.


Image courtesy Digital TrendsAll the ideas in this deck are from the bookBuy Smart Customers, Stupid Companies at Amazon

Want to act smart? Heres howAll the ideas in this deck are from the bookBuy Smart Customers, Stupid Companies at AmazonSmart companies reward and recognize employees for taking care of customers.

All the ideas in this deck are from the bookBuy Smart Customers, Stupid Companies at AmazonSmart companies are replacing dumb static touchpoints with smart digital ones

All the ideas in this deck are from the bookBuy Smart Customers, Stupid Companies at AmazonSmart companies inventory their touchpoints and create a plan to expand their capabilities.



Smart Customer

Documents

Transcript of Smart Customer