#connected customer

[michael-w-wilson]

Are we focused on "traditional markets"?

Are we focused on “traditional markets”?

As a company executive, you have focused on some traditional markets and strategies. Your mission has compelled you to think this way. You have benefited from direct mail, major customers and marketing funnels. Your growth over the last 10 years has been from eCommerce. That history and success had you focused on Baby Boomers or the generation before them known as the “Lucky Few” (or “Silent…

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[michael-w-wilson]

The connected customer is the most disruptive for you.

The connected customer is the most disruptive for you.

Connected Customer

You are beginning to know a new customer. They are a blend of the traditional, the digital and the connected. They may still be some who use traditional media and occasionally read a magazine or newspaper.

Most have moved to the web (digital) and social world (think Facebook, Instagram and Pinterest) and are rapidly becoming connected via smartphones and tablets.

It is still a…

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[michael-w-wilson]

Shaping the end to end digital customer experience

Shaping the end to end digital customer experience

Engagement

Who is your customer? How do you define it?

Does include just those who buy something? What about employees? What about external partners? What about shareholders?

What about …

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[michael-w-wilson]

Are they distracted or focused on being connected?

Are they distracted or focused on being connected?

Connected Customer

We see it every day. We are at an event and someone holds up their phone to video or take a picture. Or they are looking down at their phone at your event. You think they are distracted, not enjoying what is going on. Can’t they focus on the experience and be engaged?

Here’s the rub. They aren’t distracted. They are engaged. They are sharing the video of the event on YouTube.…

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[michael-w-wilson]

The new connected consumer is more relevant that age demographics

The new connected consumer is more relevant that age demographics

We are beginning to think about engagement in terms of is it social or is it mobile? If our company goes social and mobile, we believe we will connect with the new generations of customers. It must be true since that is all that we hear about.

It takes much more than the latest technology flavor of the year to reach Generation X or Y or Baby Boomers for that matter. It takes a passion to…

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[michael-w-wilson]

The Digital Executive: Your journey to change and transformation

The Digital Executive: Your journey to change and transformation

Business Transformation

You are on a hero’s journey. You have a passionate desire to learn how to harness disruption and innovate in completely new ways. Most importantly, you want to transform your company into a customer focused machine. You are being introduced to new connected customers. You are seeing how they progress through a dynamic journey. You are discovering how they respond and…

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[michael-w-wilson]

The Digital Executive: Do you have an innovators heart for your company mission? Where is the sense of urgency?

The Digital Executive: Do you have an innovators heart for your company mission? Where is the sense of urgency?

There is a gap that is growing in your company. It is the gap between the connected customer, their expectations and the programs, products and services you are offering. 80% of the U. S. adult population uses the internet. Most of them have smart phones or will soon. Most of your customers are constantly connected from the time they wake up to the time they go to sleep. As companies, our reality…

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