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Follow The Customer - Creating A True Cross Platform For Complete Customer Engagement

Client ProSource Wholesale
Date Jan 6, 2016
Access Client Only


Keynote at the 2016 ProSource Conference in Orlando, FL.

Key takeaways from this presentation explored in detail: 1. Change – the price of irrelevancy is too high (out of business) 2. Stay away from complacency – it is your worst enemy 3. Disruption is a hot word today and an even hotter reality (think of the cab industry) 4. Don’t think pros, customers, you – it is all the same: we are all consumers 5. Technology and digital must become part of your DNA 6. Social is here to stay (social outlets an extension of your site) 7. Millennials and Gen Z want it all and in particular 1 to 5 above and the next 8 to 10 8. Don’t think wholesale, retail, hospitality, etc. – they are all the same blending together 9. Use category convergence to slow your customers (and their customers) down – your ticket to their loyalty and wallet 10. Nobody is a customer – they are all partners and your job is to learn about their ‘pain points’ and address them

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