Top 10 most compelling reasons you need to change your marketing


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One could make the assertion that marketing has changed more in the last 5 years than it has in previous 25. Power has shifted. The consumer has a bigger voice and traditional ‘tell and sell’ marketing has taken it in the shorts.

change next exitLet us count the ways:

[Republished from my original post at]

10. Retention is becoming the new acquisition – it costs 10 times the amount of money to acquire a new customer than it does to keep a current one

9. We heard it through the grapevine90% of customers identify word of mouth as the best, most reliable and trustworthy source about ideas and information on products or services.

8. Zip it or Zap it?86% of consumers skip TV ads

7. There is always an alternative – over 70% of consumers will abandon a brand because of a bad customer experience

6. Consumers don’t know what they like, they like what they know or their friends know67% of all consumer decisions are primarily influenced by word of mouth

5. Pardon the Interruption – in the 1970’s the average consumer was exposed to 500 to 2,000 messages, today it ranges between 3,000 and 5,000 per day.

4. Customer love is a battlefield – 94% of business leaders say customer experience is the new battleground

3. [Word of Mouse] Social media has become a game changer – today’s satisfied customer tells 3 friends, a pissed off customer tells 3,000

2. Double the Pleasure – customers gained through word of mouth have 2x the lifetime value than regular customers

1. Forget about your cross-town rival – your competition is now only 1 click away

Republished with author's permission from original post.

Stan Phelps
Stan Phelps is the Chief Measurement Officer at 9 INCH marketing. 9 INCH helps organizations develop custom solutions around both customer and employee experience. Stan believes the 'longest and hardest nine inches' in marketing is the distance between the brain and the heart of your customer. He is the author of Purple Goldfish, Green Goldfish and Golden Goldfish.


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