consumer-activated innovation smartees seminar
TRANSCRIPT
Consumer-Activated Innovation
Smartees Seminar
This is the full slidedeck of our
Smartees Seminar on Consumer-
Activated Innovation, hosted in Forge &
Co in London on 8 July 2014. The
presentation elaborates on how how to
combine consumer centricity with
innovation to give your organisation a
headstart on the competition. All of this
illustrated with client cases of
Telefonica and Dorel.
Welcome!
We’ll start in a minute…
Content
Introduction
Customer innovation: Customer-centric strategy for enduring growth
Case study: Telefonica
From consumer-centricity to consumer-activation
Case study: Dorel
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Content
Introduction
Customer innovation: Customer-centric strategy for enduring growth
Case study: Telefonica
From consumer-centricity to consumer-activation
Case study: Dorel
COMPANY
TOWARDS THE
consumer-activated
What’s in a name?
#1
@KRISTOFDEWULF
@KRISTOFDEWULF
@KRISTOFDEWULF
Did you directly
talk to a consumer
about your brand or
product?Did you
start a meeting
with a story
on a consumer?
Did you
use your own
brand or product?
Did you learn
something new
about your market?
Did you
do something for
the first time?
“When your eyes are only
looking at the organization,
your ass is facing the
customer”Yudai
@KRISTOFDEWULF
@KRISTOFDEWULF
@KRISTOFDEWULF
TWO-WAYONE-WAY
ALWAYS ONAD HOC
INTEGRATEDSILO
CONNECTEDDISCONNECTED
CONSUMER-
CENTRIC
CONSUMER-
ACTIVATED
That’s all nice,
but …
#2
@KRISTOFDEWULF
@KRISTOFDEWULF
AutonomyYOU ARE FREE TO DO THIS OR NOT
CompetenceYOU ARE GOOD AT THIS
RelatednessPEOPLE LIKE YOU DO THIS
ValueWHAT YOU DO HAS MEANING
ActivationIT’S WHAT YOU DO THAT COUNTS
AVOID A
COLLABORATION
hangover
@KRISTOFDEWULF
@KRISTOFDEWULF
AutonomyYOU PUSH THE BUTTONS
Co-creationYOU DETERMINE THE VALUE
TogethernessEVERYONE BENEFITS FROM THIS
IntegrationTO THE BEAT OF THE COMPANY
Consumer coach
People engager
Ecosystem builder
Action hero
@KRISTOFDEWULF
From project
to organizational
capability
#3
@KRISTOFDEWULF
Hig
h
Lo
w
Direct Indirect
Level
in t
he o
rgan
izati
on
Relationship with consumers
EXECUTIVES MANAGEMENT
FRONTLINE STAFF
ORGANIZATION-WIDE impact
@KRISTOFDEWULF
CREATE A
curiosity CULTURE
@KRISTOFDEWULF
1 2 3 4 5 6
7 8 9 10 11 12
13 14 15 16 17 18
19 20 21
@KRISTOFDEWULF
Think playlist,NOT CHECKLIST
@KRISTOFDEWULF
Content
Introduction
Customer innovation: Customer-centric strategy for enduring growth
Case study: Telefonica
From consumer-centricity to consumer-activation
Case study: Dorel
Mobilizing
Urban Parents
Around the WorldTom De Ruyck | Managing Partner, InSites Consulting
Urbanizationis a trend we can’t beat
On a quest for
universal insights
Immerse into the world
of the Urban ParentInspire entire Quinny team
Understand daily challenges
Context: mobility
Urban Parents Consulting Board
120 urban parents
7 cities
3 weeks
2900 posts
New York
London Berlin
Sao PauloKuala Lumpur
Tokyo
Seoul
Challenge #1Languages
Global generation
Attitude
Skills
Challenge #2Context
Engagement
Different feedback
Higher relevance
65%
2x more visuals
47 vs. 87 words
Challenge #3Engagement
Thanks, Quinny... Now I can show
off the buggy to my other moms
out there and make them jealous
because this buggy is not available
in Malaysia and I OWN it...Yeay!
By Asyikin, Kuala Lumpur
In-sight |’in.sit|
From data touniversal insights
My love for my city is so
big that I’m ready to take
up every challenge accompanied with this
lifestyle
#1
The City for Life Parent
Even with the problems that happen in
this huge city, we love to live here. It
has so many great restaurants, lots of
theatres, shopping malls, parks, the
cultural life is very nice here. SP is
also the financial capital of the country
so lots of business happen here.
Changing experience with people
around the world will help me and my
family to deal with bad stuff that SP
has, making our life more enjoyable.
Clarissa
Besides experiencing the
dynamics of city life, I
want my children to go
‘back to basic’ and not
forget about the authentic
things in life such as
nature
#2
2. Going back to basic
My daughter loves being outside, so
much so that if she wants to go play
outside, she will get her shoes and have
me put them on and the get my shoes and
try to put them on for me. So whether she
is just sitting in the grass exploring or
getting to run around on a playground
she just loves being outside.
Starlitsky
The city can be quite
impersonal and I don’t
want my children to grow
up thinking there are no
people who care about
them”
#3
3. The Modern FamilyMy parents encouraged me to leave the kids at
home with them as they love kids and would be
more than happy to look after them. It is
important in our family that we see the children
grow up and they do not spend hours being looked
after in a daycare center or a babysitter. We love
to keep the ties with the children tight in the
family.
Sontschi
Our families don’t live in Berlin. We Skype
regularly with them. My 15month old daughter
starts to realize, that her grandparents talk to
her through the iPhone or tablet and she loves
it. She waves her hand to them and talks
something in her baby language.
Supersavvy
Although we live in such a
big and sometimes
anonymous city, I really
want my children to feel
safe and at home in our
own neighborhood
#4
4. Getting around
Routine trips are to the store, up
into town to meet friends, to baby
groups and group activities. If
we’re staying local, we use the
stroller because Iz LOVES to face
out and stare at people as we pass,
nosy little biddy.*lol*.
We have regular play groups in our
area, they’re very important for her
socialization and for my sanity!
Some of them have music and
singing, all of them have friends for
her to play with, and we love them.
Bigmamabrown
And…Action!
Creating positivedisruption
Urban parents have many reasons for
loving the city life, but what reason do
parents mention most often when
talking about why they like the city?
A. Good schooling
B. Wide offer of activities
C. Many opportunities
Impact:Repositioning the brand
ME
SK
ILL
SL
OO
KS
WE
From looks to skills, from
me to we
New social currency
New productinnovations
Prioritize product ideas
Guide internal discussions
The story of the
longboardstroller
Partner Studio Peter van Riet
Viral campaign
OVAM Eco Award PRO 2012
Thank you!
Questions?
@tomderuyck
Let’s go to the Q&A
Moderated by Robert Dossin
Thank you!
www.insites-consulting.com