Your customers will share their experiences and they will influence the decisions of others

In The End of Business as Usual, I review in detail how markets are evolving and what businesses need to do to earn relevance among a different breed of consumer. For those who struggle to make the case within their business or organization, to not just engage consumers online, but evolve business philosophies, practices, and systems, to truly matter, this is your guide.

In the end, your customers will share their experiences and they will influence the decisions of others. Shared experiences contribute to a collective reality that differs from how you market and sell your brand today. Without you, who will bridge the gap? Who will create and steer meaningful experiences knowing what you’re learning today?

In support of the book, Mark Burnett, Television Executive Producer, offers his view, “Your customers will share their experiences both good and bad. Now that everyone is connected, it’s amplified and incredibly influential. This book will help you rethink your vision and mission to survive in a new era of digital Darwinism.”

Order The End of Business as Usual today…

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  • Anonymous

    Right on. Your book is definitely on my reading list. Didn’t hurt that it was given to us BlogWorld attendees free. 

    I’m hot on this subject of “word of mouse.” I blogged about it from a copywriter’s POV, which you and your readers may enjoy > http://socialmediatoday.com/feldmancreative/382066/your-customer-more-persuasive-your-copywriter

    • http://www.briansolis.com briansolis

      Excellent Barry. Thanks for being there. Glad you got a free copy too! I’ll take a read as well.

  • Articles

    There’s an old adage, “Do something good for youtr customer and they’ll tell four people, do something bad and they’ll tell twenty”. What a difference social media makes…. now if you do something good they *might* tell four or four hundred – but oh my goodness if yotu do something BAD… they now have the power to tell thousands!
    Phil

    • http://www.briansolis.com briansolis

      Indeed Phil. Now’s the time to not just react to negative customer experiences, but to proactively steer them as well.

  • http://buyresearchpaper.org/ paper writing

    Nice post!

  • http://www.managers.org.uk Adi

    Far better to be talked about than not talked about.  That’s when you need to worry :)

  • http://www.begun.ru/begun/collaboration/agents/detail.php?ID=3689 webpromo

    It is a nice post.thank you.

  • Lois

    Great post! My target market is small. The very reason I get biz its because my clients talk! This is why I say my best marketing its doing a great job for the client I’m working with right now.

  • http://www.prscoup.com Gabe Chesman

    I’m looking forward to reading the new book!

    • http://www.briansolis.com briansolis

      Hey Gabe…after you read it, come back and let me know your thoughts!

  • http://twitter.com/ListenUpBucko Cynthia C

    I’m excited about applying the lessons in the book to nonprofits and small businesses. It’s hard to convince folks they need to move now and build a SM base. They realize they need to, but put it in the category of “someday”. How do you convince folks and give that last gentle nudge in the direction of SM? 

    • http://www.briansolis.com briansolis

      Hi Cynthia, the first half of the book is dedicated to convincing folks… there are bullets at the end of the chapter that simplify it for you! :)

  • http://rankur.com Boris Kraychev

    The rules of the game are changing and this book is a must read for all marketing professionals. I share the point that the reputation of a brand is more and more created by customer opinions than traditional marketing. 

  • http://twitter.com/ElizabethGluvna Elizabeth Gluvna

    Mark Burnett’s quote (and the ideas you put forth in your book) are so important for small business and nonprofits to remember.  Just because these organizations aren’t “the man” as embody by corporations, in this day and age people will still air their frustrations via SM.  For this reason, any business or nonprofit needs an SM team to monitor related chatter and respond if appropriate.  Pretending there is no need for SM is just plain dumb.

    • http://www.briansolis.com briansolis

      High five Elizabeth!

  • http://pulse.yahoo.com/_WBQHTBV7STX25DTWXMHZSTQUFQ Birdspc

    I can read that book where, thank

  • http://www.jonanscher.com Jon Anscher

    That collective reality is so important. There is an energy you give to your business based on how you treat customers, how to display information, and how you deliver products.

    Jon of Content Equals Money
    http://www.contentequalsmoney.com

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ABOUT ME

Brian Solis is a digital analyst, anthropologist, and also a futurist. In his work at Altimeter Group, Solis studies the effects of disruptive technology on business and society. He is an avid keynote speaker and award-winning author who is globally recognized as one of the most prominent thought leaders in digital transformation.

His most recent book, What's the Future of Business: Changing the Way Businesses Create Experiences (WTF), explores the landscape of connected consumerism and how business and customer relationships unfold in four distinct moments of truth. His previous book, The End of Business as Usual, explores the emergence of Generation-C, a new generation of customers and employees and how businesses must adapt to reach them. In 2009, Solis released Engage, which is regarded as the industry reference guide for businesses to market, sell and service in the social web.

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