WEL COME KALPANA GROUP OF COMPANIES KALPANA GROUP OF COMPANIES CUSTOMERS & PRODUCTS 1.
Smart Customers, Stupid Companies
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Transcript of Smart Customers, Stupid Companies
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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.
All the ideas in this deck are from the book…
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Four forces are making customers smarter and more demanding.
Buy Smart Customers, Stupid Companies at AmazonAll the ideas in this deck are from the book…
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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 book…
Buy Smart Customers, Stupid Companies at Amazon
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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.
All the ideas in this deck are from the book…
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Social Influence means that the opinions and experiences of countless other people come between your firm and its customers.
All the ideas in this deck are from the book…
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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.
All the ideas in this deck are from the book…
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Don’t work for a company thatignores these forces.
All the ideas in this deck are from the book…
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Smart companies leverage these forces to better serve customers.
Stupid ones ignore or resist them.
All the ideas in this deck are from the book…
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SALESMARKETING
CUSTOMERSERVICE
CUSTOMERSUPPORT
WEBRETAIL
Smart companies don’t tolerate silos.
All the ideas in this deck are from the book…
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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.
All the ideas in this deck are from the book…
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Smart companies embrace ALL the consequences of disruptive forces.
All the ideas in this deck are from the book…
Buy Smart Customers, Stupid Companies at Amazon
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Image courtesy Digital Trends
All the ideas in this deck are from the book…
Buy Smart Customers, Stupid Companies at Amazon
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Want to act smart? Here’s how…
All the ideas in this deck are from the book…
Buy Smart Customers, Stupid Companies at Amazon
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Smart companies reward and recognize employees for taking care of customers.
All the ideas in this deck are from the book…
Buy Smart Customers, Stupid Companies at Amazon
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Smart companies are replacing dumb static touchpoints with smart digital ones
All the ideas in this deck are from the book…
Buy Smart Customers, Stupid Companies at Amazon
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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…
Buy Smart Customers, Stupid Companies at Amazon
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All the ideas in this deck are from the book…
Buy Smart Customers, Stupid Companies at Amazon