the customer of the future the secret to creating life long customers © the solomon group, inc....
TRANSCRIPT
![Page 1: The Customer of the Future The Secret to Creating Life Long Customers © The Solomon Group, Inc. 2006](https://reader036.vdocuments.us/reader036/viewer/2022062421/56649e015503460f94aeadc8/html5/thumbnails/1.jpg)
The Customer of the Future
The Secret to Creating Life Long Customers
© The Solomon Group, Inc. 2006
![Page 2: The Customer of the Future The Secret to Creating Life Long Customers © The Solomon Group, Inc. 2006](https://reader036.vdocuments.us/reader036/viewer/2022062421/56649e015503460f94aeadc8/html5/thumbnails/2.jpg)
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
![Page 3: The Customer of the Future The Secret to Creating Life Long Customers © The Solomon Group, Inc. 2006](https://reader036.vdocuments.us/reader036/viewer/2022062421/56649e015503460f94aeadc8/html5/thumbnails/3.jpg)
The Customer of the Future
Oh how our world has changed….
The New Normal
![Page 4: The Customer of the Future The Secret to Creating Life Long Customers © The Solomon Group, Inc. 2006](https://reader036.vdocuments.us/reader036/viewer/2022062421/56649e015503460f94aeadc8/html5/thumbnails/4.jpg)
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
![Page 5: The Customer of the Future The Secret to Creating Life Long Customers © The Solomon Group, Inc. 2006](https://reader036.vdocuments.us/reader036/viewer/2022062421/56649e015503460f94aeadc8/html5/thumbnails/5.jpg)
The Customer of the Future
• Dynamic Everyday Change in Technology
![Page 6: The Customer of the Future The Secret to Creating Life Long Customers © The Solomon Group, Inc. 2006](https://reader036.vdocuments.us/reader036/viewer/2022062421/56649e015503460f94aeadc8/html5/thumbnails/6.jpg)
The Customer of the Future
“Technology doesn’t make you less stupid; It just makes you
stupid faster.”Andy Grove, Intel
![Page 7: The Customer of the Future The Secret to Creating Life Long Customers © The Solomon Group, Inc. 2006](https://reader036.vdocuments.us/reader036/viewer/2022062421/56649e015503460f94aeadc8/html5/thumbnails/7.jpg)
The Customer of the Future
• Dynamic Everyday Change in Technology
• Constant Escalation of Customer Expectations
![Page 8: The Customer of the Future The Secret to Creating Life Long Customers © The Solomon Group, Inc. 2006](https://reader036.vdocuments.us/reader036/viewer/2022062421/56649e015503460f94aeadc8/html5/thumbnails/8.jpg)
The Customer of the Future
• Dynamic Everyday Change in Technology
• Constant Escalation of Customer Expectations
• The Power of One
![Page 9: The Customer of the Future The Secret to Creating Life Long Customers © The Solomon Group, Inc. 2006](https://reader036.vdocuments.us/reader036/viewer/2022062421/56649e015503460f94aeadc8/html5/thumbnails/9.jpg)
The Customer of the Future
• Dynamic Everyday Change in Technology
• Constant Escalation of Customer Expectations
• The Power of One• Time is the New Currency
![Page 10: The Customer of the Future The Secret to Creating Life Long Customers © The Solomon Group, Inc. 2006](https://reader036.vdocuments.us/reader036/viewer/2022062421/56649e015503460f94aeadc8/html5/thumbnails/10.jpg)
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
![Page 11: The Customer of the Future The Secret to Creating Life Long Customers © The Solomon Group, Inc. 2006](https://reader036.vdocuments.us/reader036/viewer/2022062421/56649e015503460f94aeadc8/html5/thumbnails/11.jpg)
The Customer of the Future
Of Customers Who Defect
80% Are Satisfied
![Page 12: The Customer of the Future The Secret to Creating Life Long Customers © The Solomon Group, Inc. 2006](https://reader036.vdocuments.us/reader036/viewer/2022062421/56649e015503460f94aeadc8/html5/thumbnails/12.jpg)
The Customer of the Future
Satisfaction is no longer enough…
![Page 13: The Customer of the Future The Secret to Creating Life Long Customers © The Solomon Group, Inc. 2006](https://reader036.vdocuments.us/reader036/viewer/2022062421/56649e015503460f94aeadc8/html5/thumbnails/13.jpg)
The Customer of the Future
A True Customer Dialog
![Page 14: The Customer of the Future The Secret to Creating Life Long Customers © The Solomon Group, Inc. 2006](https://reader036.vdocuments.us/reader036/viewer/2022062421/56649e015503460f94aeadc8/html5/thumbnails/14.jpg)
The Customer of the Future
Creating a True Customer Dialog…
![Page 15: The Customer of the Future The Secret to Creating Life Long Customers © The Solomon Group, Inc. 2006](https://reader036.vdocuments.us/reader036/viewer/2022062421/56649e015503460f94aeadc8/html5/thumbnails/15.jpg)
The Customer of the Future
Creating a True Customer Dialog…1) Only ask what you are willing to act on
![Page 16: The Customer of the Future The Secret to Creating Life Long Customers © The Solomon Group, Inc. 2006](https://reader036.vdocuments.us/reader036/viewer/2022062421/56649e015503460f94aeadc8/html5/thumbnails/16.jpg)
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
![Page 17: The Customer of the Future The Secret to Creating Life Long Customers © The Solomon Group, Inc. 2006](https://reader036.vdocuments.us/reader036/viewer/2022062421/56649e015503460f94aeadc8/html5/thumbnails/17.jpg)
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
![Page 18: The Customer of the Future The Secret to Creating Life Long Customers © The Solomon Group, Inc. 2006](https://reader036.vdocuments.us/reader036/viewer/2022062421/56649e015503460f94aeadc8/html5/thumbnails/18.jpg)
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
![Page 19: The Customer of the Future The Secret to Creating Life Long Customers © The Solomon Group, Inc. 2006](https://reader036.vdocuments.us/reader036/viewer/2022062421/56649e015503460f94aeadc8/html5/thumbnails/19.jpg)
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
![Page 20: The Customer of the Future The Secret to Creating Life Long Customers © The Solomon Group, Inc. 2006](https://reader036.vdocuments.us/reader036/viewer/2022062421/56649e015503460f94aeadc8/html5/thumbnails/20.jpg)
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
![Page 21: The Customer of the Future The Secret to Creating Life Long Customers © The Solomon Group, Inc. 2006](https://reader036.vdocuments.us/reader036/viewer/2022062421/56649e015503460f94aeadc8/html5/thumbnails/21.jpg)
The Customer of the Future
How do we create true loyalty for our customers and our
employees?
![Page 22: The Customer of the Future The Secret to Creating Life Long Customers © The Solomon Group, Inc. 2006](https://reader036.vdocuments.us/reader036/viewer/2022062421/56649e015503460f94aeadc8/html5/thumbnails/22.jpg)
The Customer of the Future
It's All About The Culture
Can we create a Passionate Purpose?
![Page 23: The Customer of the Future The Secret to Creating Life Long Customers © The Solomon Group, Inc. 2006](https://reader036.vdocuments.us/reader036/viewer/2022062421/56649e015503460f94aeadc8/html5/thumbnails/23.jpg)
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
![Page 24: The Customer of the Future The Secret to Creating Life Long Customers © The Solomon Group, Inc. 2006](https://reader036.vdocuments.us/reader036/viewer/2022062421/56649e015503460f94aeadc8/html5/thumbnails/24.jpg)
The Customer of the Future
It's All About The Culture
Can we commit to hiring and retaining the right people?
![Page 25: The Customer of the Future The Secret to Creating Life Long Customers © The Solomon Group, Inc. 2006](https://reader036.vdocuments.us/reader036/viewer/2022062421/56649e015503460f94aeadc8/html5/thumbnails/25.jpg)
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?
![Page 26: The Customer of the Future The Secret to Creating Life Long Customers © The Solomon Group, Inc. 2006](https://reader036.vdocuments.us/reader036/viewer/2022062421/56649e015503460f94aeadc8/html5/thumbnails/26.jpg)
The Customer of the Future
It's All About The Culture
Can we commit to being open to new ideas and plans?
![Page 27: The Customer of the Future The Secret to Creating Life Long Customers © The Solomon Group, Inc. 2006](https://reader036.vdocuments.us/reader036/viewer/2022062421/56649e015503460f94aeadc8/html5/thumbnails/27.jpg)
The Customer of the Future
It's All About The Culture
Can we commit to focusing on the priorities… and not the
noise?
![Page 28: The Customer of the Future The Secret to Creating Life Long Customers © The Solomon Group, Inc. 2006](https://reader036.vdocuments.us/reader036/viewer/2022062421/56649e015503460f94aeadc8/html5/thumbnails/28.jpg)
The Customer of the Future
It's All About The Culture
Can we commit to modeling the behaviors we want to see?
![Page 29: The Customer of the Future The Secret to Creating Life Long Customers © The Solomon Group, Inc. 2006](https://reader036.vdocuments.us/reader036/viewer/2022062421/56649e015503460f94aeadc8/html5/thumbnails/29.jpg)
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?
![Page 30: The Customer of the Future The Secret to Creating Life Long Customers © The Solomon Group, Inc. 2006](https://reader036.vdocuments.us/reader036/viewer/2022062421/56649e015503460f94aeadc8/html5/thumbnails/30.jpg)
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
![Page 31: The Customer of the Future The Secret to Creating Life Long Customers © The Solomon Group, Inc. 2006](https://reader036.vdocuments.us/reader036/viewer/2022062421/56649e015503460f94aeadc8/html5/thumbnails/31.jpg)
The Customer of the Future
The Solomon Group, Inc.
4414 24th StreetSan Francisco, CA 94114
415-401-8646