I just came back from my 2nd NMX in Las Vegas. I’ve been working in the Internet world since its baby days in the ‘90s, but even so I learned new things, and was reminded of others.
Here are some of the highlights. (You can also check out my Storify on NMX if you don’t want as much detail.) Unfortunately my notes got mixed up, so rather than specifically attributing who said what, I’ll mostly simply give credit to these speakers, from whose excellent sessions these notes come.
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* Pat Flynn @PatFlynn, of Smart Passive Income (who will soon be on the Frank Reactions podcast! Woo hoo!)
* Chris Ducker @chrisducker (who has also agreed to come on the Frank Reactions podcast!)
* Mignon Fogarty @grammargirl
* Cliff Ravenscraft @GSPN
* Rob Walsh @podcast411
* Mark Ramsey @markramseymedia
* David Griner @griner
This year NMX was merged in with NAB (National Association of Broadcasters), which had 100,000 people attending! The first thing I learned was that I prefer small conferences to ginormous ones. Although I got lots of exercise walking the huge distances between exhibit halls and talks, it was harder to meet people and make those informal connections that are one of the main benefits of attending conferences. That said, many of the sessions were very good.
Advice from Pat Flynn
If you don’t know of him, and have any interest in starting or running your own business, especially an online one, check him out. He has been wildly successful but is still the sweet, aw shucks, kind of guy he was when he started online a couple of years ago. He started the transparency trend, showing his earnings and expenses from Day 1. Last month he earned $153,397.47!!!
So why am I putting him on a customer experience podcast, you ask?
I worried about that when I asked him. When I first approached him a year ago it was for the Frank Online Marketing Show, so the fit was obvious. To my delight, his keynote speech this year was totally about customer experience. You see, even online marketers are learning that to compete in the digital, social media era, providing excellent customer service and customer experiences is key for success.
3 Things Customers Want
He argues that there are 3 things customers want:
* Convenience. Going forward it won’t be enough to just be available whenever customers need you,
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