innotribe sibos 2015: creating participation commerce experiences at scale

—NEW OPPORTUNITIES FOR FUTURE AWARE BUSINESS LEADERS

—NEW POSSIBILITIES FOR CUSTOMER EXPERIENCE FOCUSED

INNOVATORS

Steve Jennings • Innotribe Sibos • 15 October, 2015 • Singapore

Creating participation commerce experiences at

scale

FINDING PURPOSE AND DESTINATION

questions you need to be asking 3

Do you really know what your

customers think about you?

Do you know which customer emotions

are key to your future growth?

Who do your customers want you

to become?

PARTICIPATION COMMERCE SYSTEM

Re-imagination of products, services, operations, KPI’s

DISCOVERYPRODUCT & MARKETING IDEAS SUBMITTED BY CONSUMERS, FANS, ADVOCATES

COLLABORATIVEPRODUCT & MARKETING CHALLENGES TO CONSUMERS, FANS, ADVOCATES

INTERNALCONTINUOUS IMPROVEMENT THROUGH EMPLOYEE PARTICIPATION

EXTERNALACCESS & INTEGRATION TO 3RD PARTY NETWORKS, E.G. MAKER COMMUNITIES

PARTICIPATIONCOMMERCE

Procurement • Supply ChainHuman Resources • Customers

Services • LogisticsCommunications • Employees

A network gives you reach

TED RUBIN

A community gives you power

TED RUBIN

MAKING BUSINESS MORE HUMAN

The user experience determines the

interaction

INFORM AND EDUCATE

REASSURE ME ABOUT

MY PERSONAL CONCERNS

SOURCE: THE EARNED BRAND. EDELMAN, 2015

HAVE A PURPOSE

REASSURE ME ABOUT

MY SOCIETAL CONCERNS

SOURCE: THE EARNED BRAND. EDELMAN, 2015

LIVE YOUR CHARACTER

SHOW ME HOW I CAN

PARTICIPATE IN YOUR

BRANDSOURCE: THE EARNED BRAND. EDELMAN, 2015

MAKE YOUR MARK

INSPIRE ME BY DOING

SOMETHING NEW AND

DIFFERENT

SOURCE: THE EARNED BRAND. EDELMAN, 2015

THE AGE OF RADICAL TRANSPARENCY

Trust is a business imperative

believe brands are only innovating to make

money

66%SOURCE: THE EARNED BRAND. EDELMAN,

2015

trust a brand more if it’s easy to review its products

and services

67%SOURCE: THE EARNED BRAND. EDELMAN,

2015

are not buying from a brand because of privacy, security,

trust, environmental concerns

87%

SOURCE: THE EARNED BRAND. EDELMAN, 2015

Employee engagement is a

competitive advantage

of your employees are disengaged

70%SOURCE: GALLUP

cost to employers in productivity (USA)

$450BSOURCE: GALLUP

Compensation attracts talent but has limited impact

on employee participation and

effortSOURCE: GALLUP

THE LIGHT AT THE END OF THE TUNNEL

recommendations3

1. RELEVANCE

Don’t just ride shifts in culture, contribute to them.

2. EQ

Tapping in to your customers emotional needs is one of the keys to your future growth and survival.

3. PARTICIPATION

Co-create products and services that your customers and advocates want to talk about, share and buy.

YOU CAN HAVE A FUTURE LAB LIKE LEGO - TODAY

“I also tell customers that they fulfill another vital role: They are an avenue to the truth. And in today’s world, a CEO needs every avenue to the truth that he or she can find...”– Jørgen Vig Knudstorp, CEO, LEGO Group

THANK YOU

@stevejennings1steve@betterventures.co

www.betterventures.co#betterparticipation