LeWeb09-Gary Vaynerchuk’: “The customer will expect a greater service”

Posted on December 13, 2009 by KathelineJeanPierre

Some key highlights of Gary Vaynerchuk’s presentation at #LeWeb09 in Paris about consumer expectations:

  • People lost their mind in 1999 when I launched free shipping for a day. It became insanity.
  • If you are not delivering, you will lose.  If you don’t care about your customers, you will not survive.
  • Word of mouth has just become activated!  We are so connected.
  • Imagine if you get dialup in an hotel. We get very used of things very fast.
  • Small town rules are going to apply (baker’s example).  If you are not delivering, you will lose.
  • The cost for entry to engage with a customer is so low, that consumers expect more.
  • And my favorite is “I am driven by gratitude”.
  • We are lucky, we are in the age where we can all build a real business and the cost of entry is so low.
  • Consumers are going to expect a far greater level of customer service
  • Word of mouth converts at 80%. It explodes!  Banners, advertising convert at 12%. That is game-changing.
  • At 16:52mins, he disses Loic by saying “I remember Seesmic”. As a joke, of course.
  • Reactionary business: you are to be able to be a reactionary business person. Do not plan 3 years plan, 3 weeks plans makes sense in 2009!
  • “Brand DNA: You have to be who you are. Online. Offline.”
  • “Corporate culture is more important than price”.
  • “You don’t win unless you give a ****”.
  • “A good experience travels over 3 years”.
  • “What I am talking about will be standard business practices“.

“CrushIT“ is the name of his book.

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  • http://www.yashlabs.com/wp Josh Nursing

    Definitely. I like Gary’s ideas.

    Word of mouth or word of mouse nowadays, will take many pages off the books of corporate brand marketing. The latter was usually in the hands of the corporations, but is now under the control of the masses through online and real-time conversations.

  • http://www.linkedin.com/in/kathelinejeanpierre Katheline Jean-Pierre

    Thank you Josh. I like your Word of mouse allusion. I think Gary’s feedback is pretty useful in a world where they sell us expensive advertising options. It is enlightening to have the opportunity to build and launch an enterprise at a really low entry cost. We should take the opportunity to jump on that occasion to become “self-made businessman” who will have had less efforts to make than the previous baby boomers generation. Inspiring.