Customer Worthy in 2012? (part 3 of 6) Part 3: Interruptions & Disruptions (with all the noise- interruptions and disruptions become norm for infiltrating customer network – yes, you need a prospect, customer infiltrating strategy – you must be invited) Co-Surfing (surfing as a community – yes – this is think like a customer – as a group we are now surfing – yes – some of you were doing this by yourselves before this slide – stats say 60% since I started speaking – this isn’t gotcha – it’s normal…now) Community Surfing – (Social reviews, multiple/intent driven profiles – don’t trust internet stats or traditional reporting – everything is distorted – so what do you measure?) Hoffman’s Geeky Customer Experience Hobby ( 7 years research on customer experience – access to major companies and brands and being a customer…and a bit of a measurement geek get's me a book, a formula and insight into where YOUR customers are going next – and where they are not going) “Customer Experience” Are We Talking About the Same Thing? (The CEM problem – customer experience analysis and planning needs to be serious and scientific – Customer experience consumes hundreds of billions of expense $ and holds a multiple in potential revenue dollars) Free is the new “Black” – (Free is a business and likely a competitor – but free is a real trend for 2012-13 )