Yesterday’s panel discussion included some very brilliant minds on the Customer 2.0 Mad as Hell topic. Thanks again to Rebecca Morgan, Matt Heinz and Koka Sexton for their generous time and wisdom on this rich topic. Please check it out.
Here are a few highlights from our discussion:
The customer is changing, we are not in beta, this isn’t a test, there will not be a new release, they are here to stay and they are changing the way they buy.
If you are selling the way you did 5 years ago, it’s time to adapt or die.
The universe shifted in 2008 and anything before that is pre-historic; what used to work no longer works now.
Research confirms that 70% of buying decisions are happening online.
Customers are being more vocal about what they do and don’t like.
Customers are angry and they have been for several years because life basically sucks for them. Their homes are underwater, they can’t qualify for loans, their 401Ks are bad, they can’t get a raise, so they want to take this out on salespeople and service people.
We are still asking our sales prospects to sleep with us on the first date; we want to move too far too fast; we are assumptive.
We need to train our salespeople to engage better and leverage the social tools to engage with their customers and not hide behind the phone and email.
Customers are mad because they have been ignored for years; the social networks recognize them and give them a voice.
The number of salespeople will decrease in the next 5 years; but the socially smart and engaged ones will survive.
The customer will continue to get mad and have a platform to speak about it.
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