2. The Age of the Customer®
“We seek the Holy Grail.”

3. The Age of the Customer®

4. The Age of the Customer®
Customers

5. The Age of the Customer® Do you have enough customers?

6. The Age of the Customer®
Do you have enough of the right kind of customers?
B2C
B2B

7. The Age of the Customer®
Competitive

8. The Age of the Customer®
Relevant

9. The Age of the Customer® The rules of selling have changed

10. The Age of the Seller
Where we’ve been

11. The Age of the Customer®
Now in control, Customers are
self-qualifying themselves
and pre-qualifying you
before you even know they exist.

12. The Age of the Customer®
Where we are

13. The Age of the Customer®

14. The Age of the Customer®
The Barbell Effect
Demographic Shifts
Cyber-Street
Main Street
Innovations

15. The Age of the Customer®
The Barbell Effect
Demographic Shifts
Cyber-Street
Main Street
Innovations
Sears and Macy’s

16. The Age of the Customer®
The Barbell Effect
Demographic Shifts
Sears and Macy’s
Cyber-Street
Main Street
Innovations

17. The Age of the Customer®
Do Community Banks,
Sears and Macy’s
have anything in common?

18. The Age of the Customer®
What implications
is the Retail Barbell
giving birth to?

19. The Age of the Customer®
What’s your relationship with Change?

20. The Age of the Customer®
What’s your relationship with Change?
Watching it?
Managing it?
Leading it?
Are you …

21. The Age of the Customer®
“We seek the Holy Grail.”

22. The Age of the Customer®

23. The Age of the Customer® Customer Expectations