They stand out in your mind, right? If you’ve shopped with Zappos lately, their quick two day shipping (sometimes upgraded to overnight!) and prompt service have you singing their praises. Or maybe you woke up in the Malibu Beach Inn and saw the LA Times AND your hometown newspaper outside your door. It’s the little touches that make all the difference in a digital age.
From 1900-1960 we were in the Age of Manufacturing. If you owned the factory, you owned the market. Think Ford. In 1960, we moved into the Age of Distribution. If you could make it fast and cheap, you won the audience. This is where Walmart took off and grabbed the marketplace.
For 30 years we remained focused on fast and cheap, until 1990 when we entered the Age of Information. Now, armed with more choices than ever before, Amazon and Google started putting the power back into the hands of the buyers by giving them choice, accessibility, and service.
Today we are in the Age of the Customer.Your customers and clients can know just as much about your products and services as you do. We can Google anything, leave reviews, and our expectations have grown higher and higher knowing the infinite choices we have in where and how we spend our money.