1. CUSTOMERS THEN & NOW
James Rohrbach
STRATEGIC CONNECTORS
&
STARTUP MAVENS
Our Tribe: Investors – Entrepreneurs – Enablers of Innovators
www.305StartUp.Org | Tele: 305-Start Up | Twitter: 305StartUp
www.Startup-Miami.Com
The future of Customer Acquisition and how it will change again © Miami Innovation Corporation all rights reserved

2. CUSTOMERS THEN
Sellers
Distribution Channels
Customers
Information flowed one way primarily by advertising marketing
The future of Customer Acquisition and how it will change again © Miami Innovation Corporation all rights reserved

3. ADIA
Experimental Consumers

4. CUSTOMERS GET MORE INFORMATION
Re Sellers
Sellers
Customers
Brand Controlled information flowed 1 ay primarily by advertising & channel

5. CUSTOMERS GET BETTER INFORMATION
Re Sellers
Sellers
Customers
Information flows more as a Conversation – Permission based – Trust – Influence- Use
SELLERS GET MORE FEED BACK

6. NON STOP CUSTOMERS EXPERIENCE
Gate Keepers
Sellers
Customers
Information now flows as a Conversation – Permission based - Cheaper

7. Experimental Customer
Transitional Customer
Digital Customer
Traditional Customer

9. CUSTOMER INTERACTIONS
Digital Transitional
Experimental Traditional

10. Lane 1
Digital Customer
Multiple Channels - Social Media Mobile
High Expectations
Emerging Markets
They choose their Speed

11. Lane 2
Lane 2
Transitional Customer
Digital Savvy
Prefer Do It your Self Research
Tend to be somewhat loyal
Will Switch for right Incentive

12. Lane 3
Experimental Customer
Digital Savvy
Prefer “Do It your Self” Research
Tend to be somewhat loyal

13. Lane 4
Traditional Customer
Traditional Channels
Physical Stores
Less Research buys out of habit
Most loyal

14. Accessible
Experimental Consumers

15. Continuous
Experimental Consumers

16. Guide
them to the “right”
lane
Experimental Consumers

17. Conclusion
• Word of mouth, relied upon by 79 percent of consumers to
get information about providers
• Corporate websites, used by nearly three-quarters (71
percent) of consumers
• Online sources such as expert review sites, news sites and
product comparison sites, used by nearly 63 percent
• Social media sites such as Facebook and Twitter, used by
47 percent of consumers
• Nearly a third of consumers say they trust comments by
people they know, echoing the importance of word of mouth.
• More than a quarter (28 percent) say positive comments in
social media affect purchasing decisions
• and 28 percent say negative comments do so.

18. Tele: 305-Start Up
www.305tartUp.Org
www.StartUp-Miami.Com
Twitter: 305StartUp
THANK YOU FOR PARTICIPATING