Customer Expectations [1/19/10]

hey guys it's Gary vaynerchuk got inspired was clearly doing something else a few minutes ago um first of all big shout out to New York Jets playoff beard intact this Sunday Payton Manning and the Colts are going down and I'm going to my first Super Bowl but what I really want to talk to you guys about is consumer expectations I've been talking about this quite a bit mainly on the second half of my book tour some of you might have heard this if you came out I'm fascinated by consumer expectations see what I know is this in 1998 I did free shipping on wine library. com and people lost their mind people bought wine for their daughter's weddings when their daughters were 5 years old cuz they were so stunned that they could get free shipping see they weren't expecting free shipping now every email you get from a retailer is free shipping during the holiday season you all wait for the Post Black Friday cyber monday deals expectations change I know that if any of you went to a hotel right now and had dial up internet that you would crap your pants and call all your friends and be pissed but only a decade ago you'd be thrilled they had internet at all consumer expectations now this is where I get really focused and really intrigued brands are interacting with people celebrities I didn't expect Al tune my favorite Jets receiver 10 15 years ago to call me or hit me up on my pager or ring my doorbell and high- five me for being a fan but if I'm a Bengals fan there's probably some form of EXP expectation that if I hit him up enough on Twitter that Chad o Joo is going to say what's up I never expected my favorite bubblegum bubble yum to like hit me up and say I hope you like that flavor big Le chew to say how's the grape today but I might expect Pillsbury now if I say oh these Pillsbury dough muffins are amazing to kind of hit me up give me a coupon say what's going on expectations of the consumer are going to change dramatically over the next 36 months and Brands come companies and personal Brands pseudo celebrities triple Z like me or real big celebrities are going to have to adjust and recognize what this means to their brand and more importantly to their business and what it's going to come down to is the people that can scale their caring and so if you're not paying attention to what's starting to happen right now this new oh my God it's not oh my God the celebrity hit me up or oh my God my favorite sneaker company just said hello it's yeah and soon it's going to be like where are you consumer expectations are going to change the landscape very quickly and if you're not ready for it you're going to lose