Tomorrow’s Customer Experience — Michael Solomon // Saint Josephs University
Michael Solomon
Saint Josephs University
- Part 1 Tomorrow’s Customer Experience — Michael Solomon // Saint Josephs University
- Part 2Using Persuasive Sales Bots — Michael Solomon // Saint Josephs University
Show Notes
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03:58Thinking about tomorrows customerBrand meanings change over time. The key to surviving long-term is embracing customers as partners in the marketing and design processes.
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07:24Building lifetime customer valueThink about how you can include your existing customer base in the creative process. Figure out recommendations you can upsell them to increase lifetime customer value.
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10:05Building customer feedback loopsTracking your core customer database is invaluable. Customer feedback can be tracked using social media and customer databases.
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12:27Getting qualitative feedback from customersYou need to know what your customers go through every step of the process. This helps you make any needed adjustments and address their pain-points.
Quotes
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"If you don't know what customer needs are, or take them at face value, when people tell you what their needs are, you're not going to have much of a customer base." -Michael Solomon, SJU, Prof. of Mktg
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"It's hard enough to figure out what people want and give it to them, today. How can we stay alert to tomorrow's developments? Don't be complacent." -Michael Solomon, SJU, Prof. of Mktg
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"When you think about how your companys meaning will change, a lot of those changes will not be made by you. Those changes will be made by your customers." -Michael Solomon, SJU, Prof. of Mktg
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"All you need to change is one word, and your entire perspective on marketing has changed. That word is changing from marketing to your customer, to marketing with your customer." -Michael Solomon, SJU, Prof. of Mktg
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"If you can embrace the idea that your customer is more like a partner in the process, that can really be a game changer for companies." -Michael Solomon, SJU, Prof. of Mktg
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"It's 7 times as expensive to acquire a customer as it is to keep an old one." -Michael Solomon, SJU, Prof. of Mktg
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"What is the value of a customer over a lifetime? Even though they may be a smaller portion of your customer base, numerically, they are probably going to be a lot more profitable." -Michael Solomon, SJU, Prof. of Mktg
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"What people are posting online is an enormously important, relatively new, and relatively inexpensive form of research data that is often overlooked." -Michael Solomon, SJU, Prof. of Mktg
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"Any kind of tracking that you can do, especially of that core customer base, is invaluable." -Michael Solomon, SJU, Prof. of Mktg
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"People want to be involved with the companies they do business with." -Michael Solomon, SJU, Prof. of Mktg
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"If you do nothing else, make sure that you know what your customer is experiencing in every step of the way. And maybe you can make some corrections, address some pain points, etc." -Michael Solomon, SJU, Prof. of Mktg
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"Gamification, where you're giving people badges or a non-financial thank you for being a part of your company, can work quite well as incentives for customer feedback." -Michael Solomon, SJU, Prof. of Mktg
- Part 1 Tomorrow’s Customer Experience — Michael Solomon // Saint Josephs University
- Part 2Using Persuasive Sales Bots — Michael Solomon // Saint Josephs University
Up Next:
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Part 1Tomorrow’s Customer Experience — Michael Solomon // Saint Josephs University
Michael Solomon, Professor of Marketing at Saint Joseph’s University, talks about changes to how we communicate with our customers. Like customer needs, brand perceptions are bound to change over time. How do we attract new customers while nurturing our existing customer base? Today, Michael discusses staying alert to tomorrow’s customer experience developments.
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Part 2Using Persuasive Sales Bots — Michael Solomon // Saint Josephs University
Michael Solomon, Professor of Marketing at Saint Joseph’s University, concludes discussions on changes to how we communicate with our customers. The ability to communicate with customers and collect their feedback at scale is a marketer’s dream. When the same piece of technology can cost you your job, it becomes a marketer’s nightmare. Today, Michael explores the use of persuasive sales bots.
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