151

Index

3G mobile technology 36–74G mobile technology 35–6, 377-S model (McKinsey) 10910 Corso Como, Milan 98–91000 Heads 53

ABC 80ABI Research 35above the line (ATL) marketing 24Academia 49Accenture 90, 106acquisitions and mergers 80, 93adaptability 117–18, 122, 124Addictomatic 27adding value 78, 81Adidas 102advertising

facial recognition billboards 20newspapers 82online advertising spend 9, 10paradigm shift 52–6and social media 51, 52–4

advertising agencies 24impact of digital technology 88–91social media agencies 53–4

Adwords.google.com/targeting 25Africa 126–7, 127–8

fiber optic cable network project 127–8

AKQA 88, 89Alexa.com 26Alibaba.com 140AliveCor 85, 86Amazon 28, 39, 49, 80, 101

reasons for success 131–2analytics/metrics 25–7, 64–5Anboto 4Android operating system 37, 42Ants Eye View 53

anytime (24/7) communication 115,116–18, 139

AOL 80Apple 5, 7, 17, 83

iPad 5, 16, 70, 83–4iPhone see iPhoneeiPod 16iTouch 16Newton 15–16

Apple TV 66, 70–1, 75, 120apps 39, 42

health care 85, 86TV 68

Arcadia 103Argos 8, 49, 54–5, 100–1, 111artificial intelligence 17Asimov, Isaac 3Asos.com 57–8, 136AT&T 38audience database 106automation 115, 123–4AutoTrader 10, 46–7Avanti HYLAS 1 satellite 127Aviva 149

B2B online 137–40Bacardi 56BAE Systems 20bandwidth 74banking 117

mobile 126–7Barclaycard 38Barclays Bank 114Barnett, Roger 8Beauty.com 8below the line (BTL) marketing 24,

52Benioff, Marc 149–50Berney, Paul 42–3

152 Index

Bezos, Jeff 39biometric identification 4Black, Clive 96Blackberry 32, 62

Playbook 38, 64Blinkbox 72Bol.com 132Borders 132Boston Consulting Group (BCG) 145Boxee 71brain computer interaction

(BCI) 21–2‘brand health’ checks 140–1brand monitoring sites 25–7brands

mobile technology 39multi-channel marketing 24–8and social media 56, 59–64

breast cancer research 87bricks-led strategy 98–9Brittin, Matt 146broadband

cable project in Africa 127–8digital divide 127–8speed 74, 142–3

Browett, John 99Brown, Gordon 60Bruce, James 72BT 74, 127Buffett, Warren 28Burberry 63, 113business case 105

Calthorpe, Peter 19Canatu Oy 4carbon nanotubes 4Carrot Creative 53cars, purchasing 135catalogues 100centralized marketing system 106–8Centre for Retail Research (CRR) 48change management

development of a multi-channelenterprise 29–31

structural change 105–14Channel 4 72, 73children 12China 10, 35, 136Cisco 139–40Citibank 15

clothing 136–7cloud computing 1, 19, 122, 147–50co-browsing 58co-creation 62–3coffee shops 45–6Coffey, Laura 11–12co-location 90, 124Comet 42‘command and connect’ era 18–21common technical standards 74–5competitors 31, 141computer-generated imagery 19computer prompt function 17concentration of retail stores 97‘connected’ TV 66–75, 79consultancies 90consumer confidence 146consumer participation 62–3consumer ‘pull’ 44, 52–6content providers 79Conversation Group, The 53core fans 62corporate strategy seey strategyeCoupland, Douglas 19Crispin Porter 89CSC Index 92customersArgos and feedback from 54–5attitudes and website quality 137–8‘brand health’ check 141continuous dialogue with 108converting social media fans into 64mobile interaction opportunities 43–4segmentation of the customer base by

channel 102–3

Daily, The 83Davis, Steve 101DDB 89, 90Dell 61, 118Deloitte 105democratization 115, 118–19dependence on digital technology 2,

3, 6desktop computing 1destination retail stores 98–9developing countries 125, 126–8Diageo 56digital advertising agencies 88–9digital divide 125–8

Index 153

digital information, global total 147digital revolution 1–5, 6, 14

lessons from reengineering 92–3organizational preparedness for

transformation 76–7Digital TV Group (DTG) 75Dixons Stores Group 99–100Domino’s Pizza 27–8dot.coms 8Dover Street Market, London 98Dresdner Bank 118Drucker, Peter 120drugs (medicines) 85–6

development of 87prescriptions 86, 87

e-test 129EA Games 61–2ease of use 131–2, 134–5, 146Eastman Kodak 5, 11, 14, 30eBay 40, 49, 104Economist, The 125–6eeducation sector 14Edward Jones 120electronic paper 20electronics industry 123Emotiv headset 21enablement 142–3engagement 64

sales engagement cycle 43–4UK internet economy 142, 143–4

Ertell, Kevin 46ESPN 59Etsy 65Euro Retailing 104exclusive content 64Expedia 131expenditure, online 9, 142, 143Experian 113Express Inc. 103Eye-Fi camera memory card 11–12

Facebook 10, 12, 62, 65, 75, 149brand monitoring 26developer platform 50–1growth 48–9‘places’ function 45, 61–2reasons for success 50–2retailers and 55–6, 57, 61–2

facial recognition advertisingbillboards 20

Filtrbox 27financial institutions 117Financial Times (s FT) 83, 84, 94TTFinland 125, 126flatter hierarchies 115, 119–20flexibility 117–18, 122, 124Flickr 149Florsheim shoe store chain 15Flylady.net 12Ford Galaxy 61Forrester 103, 132forward integration 78, 81Foursquare 44, 49fragmentation of audiences 24–5France Telecom 37Freed, Larry 46FriendsReunited 49Fry, Stephen 65FutureSource 67

Gap 33, 136GDP, internet contribution to 142,

145General Electric (GE) 120General Motors (GM) 135–6Geodelic 45Germany 35, 123Gershenfeld, Neil 19Gesture Cube 5, 18Gillett, Stephen 45, 46Girouard, Dave 150global law firm 137–9Global Positioning System

(GPS) 44–5Global Rainmakers Incorporated

(GRI) 20global total digital content 147global trading websites 140globalization 92

and the workforce 115, 122–3Google 7, 120, 124, 140, 149

Android operating system 37, 42Hyperlocal 45

Google.com/insights/search 26Google TV 66, 69–70, 75Grau, Jeff 59Graves, Hilary 60Greece 126

154 Index

Grimshaw, Rob 83grocery retailers 95, 96Groupon 49Guardian, The 19, 84eGUS plc 8, 110–14

hand movement tracking 18Handy, Charles 119Harding, James 82Havas 140–1health care 85–7Hearst Corporation 20Hessel, Andrew 87Hewlett-Packard (HP) 19, 139Hipperson, Tim 90home page interface of web TV 67–8Home Retail Group 113–14Hot Mail 149House of Fraser 101–2Hulu 79human–computer interaction 2–3,

15–23Hurst, Sam 15hybrid strategy 78, 81, 84Hyman, Richard 94Hyperlocal 45

IBM 20, 127, 147ID-U 4IDC 131IGN 59IKEA effect 63in-store kiosks 15, 86, 100, 101–2India 86industry sectors 76–104

advertising 88–91health care 85–7media 79–85retail and property 94–104travel 78

infrastructure4G 36digital divide 125–8UK 142–3, 145

ING Bank 106–8innovation 146insect robots 20Intel 21interactive teams 90

interactive TV 66–75, 79internal social networking 118–19,

121–2internet 1, 8, 9

access and the digital divide 125–6,127–8

building a successful onlinebusiness 129–41

mobile access 33predicted growth 145, 147UK internet economy 142–6

internet bubble 8internet-enabled TVs 66–75, 79investment banks 49IP-enabled devices, household

saturation of 67iPad 5, 16, 70, 83–4iPhone 5, 16, 32, 35, 36, 70, 76, 85

4G phone 37–8usage 38–9

iPod 16iTouch 16ISIS 38, 43ITV 73iVillage 60–1

Japan 74mobile connectivity 33–5

JC Penney 55–6Jeffrey, Bob 89JetBlue 65Jive Software 27job migration 122–3John Lewis 102, 110Jones, David 52Jones, Shaun 19JWT 89

Ka-band 127Kawakubo, Rei 98Kenya 126–7kiosks 15, 86, 100, 101–2knowledge workers 115, 120–2Kodak 5, 11, 14, 30Kohl Group 102, 103Korea, South 35

Land Securities 97Lanier, Jaron 19

Index 155

Lansley, Nick 41, 72Last Advertising Agency on Earth,

The 88elaw firm, global 137–9LBi 88, 89LG 20listening 63location-based services 44–6Long Term Evolution (LTE) 37LoveFilm 59loyalty cards 45–6Lyall, Joanna 55

M-Pesa 126–7Macy’s 102mainframe computing 1marketing

centralized 106–8multi-channel approach 24–8

Marks & Spencer 41, 42, 43Marmite 62, 63Martin, Sam 22Mason, Andrew 49Matalan 102McCarthy, David 96McDonald’s 124McIntyre, Tim 28McKeown, David 73McKinsey 105

7-S model 109media sector 79–85MediaCom 88MediaCorp 73medical records 86–7mergers and acquisitions 80, 93metrics/analytics 25–7, 64–5Metro Bank 117micro-payments 38, 73Microsoft 7, 17, 19–20, 37

Sharepoint 149Xbox Kinect 18, 20

migration, labor 122–3Million Pound Drop, The 72eMindshare 55mini computers 1Minority Report 19–20tMIT 20Mitchell, William J. 19mixed physical-virtual worlds 22mobile employees 115–16

mobile technology 1, 2, 16, 32–47,86, 145

global data traffic 36mobile phones and the digital

divide 126–7and the workplace 115–16

Moore’s Law 148mothers 11–12Motorola 120multi-channel approach 24–8, 76,

105, 109–10brand check 25–7built around the store 100–1development of a multi-channel

enterprise 29–31key challenges 25mobile technology and 46–7options 24retailers 99–104

multi-touch interfaces 19–20MumsNet 60, 61Munson, Patrick 104Murdoch, Rupert 12–14, 83MyFaveShop.com 58, 133–5MySpace 48

Naked Pizza 65Natural User Interface Technologies

(NUITEQ) 4NBC 80near field communications (NFC)

technology 34, 38NEC 20NetFlix 69, 79, 81new low cost entrant strategy 78, 81News Corporation (News Corp) 12–

14, 80, 82–3, 84digital assets 13

newspaper industry 81–5Newton (Apple) 15–16next generation fourth network 10Nguyen, Bill 8niche, specialist operators 78, 81Nike ID 63Nokia 7, 32, 37, 41Noor, Ahmed 21–2Nordstrom 102

O2 45offsite employees 115–16

156 Index

Ogilvy, David 91Ogilvy 89omni-commerce (o-commerce) 57Omnicom 89one-click functionality 131–2one-screen convergence 68Onebox.com 8OneClimate 49online only strategy 78, 81, 84online research 103, 135online sales growth rates 96open access TV environment 68–70open source access 146Orange 38organizational change, template

for 30, 31organizational development 29–31,

110–14organizational structure see structureeOrr, Stuart 36outlet stores 104Outsourcery 149Owens, Russell 68

page loading rate 132, 135paid-for online content 79, 82–3, 84Pall-Ex 149Palm Pilot 15–16Pandora 49patient consultations 87payments

micro-payments 38, 73mobile 38, 45–6

paywalls 82Perez, Antonio 11personal digital assistants

(PDAs) 15–16personalized marketing messages 108pharmacies 86–7Phongmany, Lulu 60–1Pink Army 87Playbook 38, 64PlayToTV 71‘point and click’ technology 3, 15portable medical devices 86Porter, Michael 143–4Prada 103prescriptions (drugs) 86, 87printing 84–5productivity 144

propensity score 129property/real estate

office space 116retail space 94–104

Publicis 89‘pull’, consumer 44, 52–6pure play (online) strategy 78, 81, 84‘push’, brand 44, 52PWC 80

Qubemedia 54

range camera technology 18real estate see property/real estatee‘red button’ connection 73reengineering 92–3remote employees 115–16Rentokil Initial 148–9research, online 103, 135resident (office-based)

employees 115–16Restir, Midtown Tokyo 98retail sector

impact of digital technology 94–104mobile retailing 33, 39–47

Retail Week 94kretina scanners 20ripple effect 143–4Rippll 45Robinson, Steve 57Roku 71Royal Shakespeare Company

(RSC) 106Rusbridger, Alan 84–5

Saatchi & Saatchi 88Sainsbury’s 95sales engagement cycle 43–4Salesforce.com 149Samsung 32, 37, 75satellite broadband 127Schechner, Sam 80segmentation

of customer base by channel 102–3segmented content/distribution

strategy 78, 81senses 17–18Sentiment score 26shared values 109Shift Communications 53

Index 157

ShopinParadise.com 132Shopzilla 135short-termism 5showcase store strategy 99–100silo structures 108, 110, 112–13, 114simplicity 134–5skills 109Sky TV 69, 75Skype 7Smart Logic 4smart phones 11, 32–3, 35, 146

see also mobile technologyosocial computing (cloud

computing) 1, 19, 122, 147–50social forums 60–1social media 48–65, 77, 141

AutoTrader 46–7Domino’s Pizza PR crisis 27–8and drugs R&D funding 87guidelines for brands 63–4metrics 64–5see also under individual media

Social Media Group 53Social Mention 26, 27social networking, internal 118–19,

121–2social shopping 57–9, 133–5social sign-in 58–9social TV 66–75, 79software as a service (SaaS) 149South Korea 35Sozzani, Carla 99spatial operating environment

interface 19specialist advertising agencies 88–9, 91specialist e-commerce/web

teams 110–11, 112–13specialist, niche operators 78, 81speech recognition software 2–3,

16–18Spielberg, Stephen 19Sprint 35staff 93, 109, 115–24standards, common technical 74–5Starbucks 45–6Starling TV 71stock trading 117stores 94–104

in-store channel 24outlet stores 104

profitability 96–7retail property strategies 98–103retail space expansion 94–6

strategy 5, 31, 93, 109options for media companies 80–1,

84options for retailers 98–103options for social media 59–60options for travel industry 78

StreetsOnline 8Strictly Come Dancing 73gstructural unemployment 124structure

flatter hierarchies 115, 119–20structural change 105–14

style 109subscription charges 79, 82–3, 84successful online business case

studies 129–41systems 109

T-Mobile 38tablet devices 83–4

see also iPad; PlaybookoTakashita, Hiroaki 98Taobao.com 39team-based organization

designs 119–20tech companies 3–4, 7–8

assets 7‘tech-watch’ capability 30technical standards, common 74–5Technorati.com 26television (TV) 25

impact of digital on 79–81interactive TV 66–75, 79

TeliaSonera 37Tesco 41, 49, 72, 137‘think talk move’ era 21–3Thompson, Matt 47Threadless.com 63Tidd, Philip 124Times, The 82, 84eTivo 71‘touch and go’ era 16, 18touch screen technology 15–16‘touch and talk’ era 16–18trading websites, global 140traditional business models, persistence

of 14

158 Index

training and education 77, 89–90, 124travel industry 78TripAdvisor 130–1Twitter 28, 34, 49, 65, 75

Unilever 62, 91, 115–16United Kingdom (UK) 32–3, 99

4G mobile technology 37bandwidth problems 74internet economy 142–6m-commerce 40retail sector 95, 96

United States (US)digital divides 126internet penetration 9iPhone usage 38–9retail sector 95, 96

Universal Music 149University of Berkeley California 147

valuations of social media 49–50Veit, Sienne 41Venda 149Verizon 38, 45Virgin Atlantic 54virtual shopping 22vision 93VOD 69Vodafone 37, 127Voice of Holland, The 71evoice recognition software 2–3, 16–18Vudu 70

Waitrose 42Walgreen 86–7

‘walled gardens’ 41, 69, 70Wall Street Journal (l WSJ) 82JJWalmsley, Andrew 114Waterstone’s 132web TVs 66–75, 79websites

ease of use 131–2, 134–5mobile technology and 40, 41, 42,

46page loading rate 132, 135quality and customers’

attitudes 137–8worst 132

Whitney Automotive 103Widevine 70Wieden & Kennedy 89Wightman, Alison 54Williams, Tim 91wired computer environment 16Wireless Generation 14workforce 93, 109, 115–24workplace 115–24WPP 89

X Factor 73rXbox Kinect 18, 20Xerox 20, 121–2

Yale School of Art 132YouTube 27–8YouView 75

Zinc Bistro, Scottsdale 132Zuckerberg, Mark 51

159

Acknowledgments

The author and publishers would like to thank the following for permission to use various images, charts and data that provide example and illustrationin this book:

The Boston Consulting Group for charts about the Internet economy, IBM for their representation of the Cloud, ITU for the chart on most and least connected countries, eMarketer for their chart on UK internet penetration, Imtiaz Khaderbhoy for the digital crossroads image, News International for their images and information, FutureSource Consulting for Europe house-hold data forecasts, Digital Surgeons for their Facebook vs. Twitter analysis and graphic, Mike Fruchter for his mobile phone apps image, Pingdom fortheir chart on tech company assets, Emotiv for the Emotiv EPOC neuro headset, the IAB UK and USA for their charts on internet usage and expen-ditures, Gesture Cube for the remote sensor image and Lunar Europe for thedesign, McKinsey & Co for the 7S model framework, Radian 6 for their webanalytics compilation, Ross Dawson and Future Exploration for the future of the newspaper industry graphic and finally Rob Jenkins for his designs andgraphics on the roadmap, global migration and multi-channel mobile+cart.

Every effort has been made to contact all the copyright-holders, but if any have been inadvertently overlooked the publishers will be pleased to make the necessary arrangements at the first opportunity.

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Plate 1 Gesture Cube

Plate 2 Emotiv EPOC headset

Plate 3 Virtual shopping

Plate 4 iPhone

88% of people are

aware of Facebook

41% login every day

30% log in via

mobile device

40% follow

a brand

25% follow

a brand

51% of brand

followers will purchase

that specific brand

67% of brand

followers will purchase

that specific brand

12% update their

status every day

52% update their

status everyday

70% are located

outside the US

60% are located

outside the US

106 milliontotal users

500 milliontotal users

87% of people are

aware of Twitter27% log in everyday

37% log in via

mobile device

GenderMen 46%

Women 54%

Income150k or more 4%

100k–150k 7%75k–100k 12%51k–75k 30%25k–50k 34%

0–25k 13%Age

55+ 7%45–54 12%35–44 18%26–34 23%18–25 29%13–17 11%

EducationOther 29%

College Grad 22%In College 28%High School 21%

GenderMen 48%

Women 52%

Income150k or more 4%100k–150k 7%75k–100k 15%51k–75k 23%

25k–50k 33%0–25k 17%

Age55+ 9%

45–54 17%35–44 27%26–34 30%18–25 13%

13–17 4%EducationOther 17%

College Grad 28%In College 48%

High School 7%

Plate 5 Facebook v. Twitter – a breakdown of 2010 social demographicsNote: Each segment represents a distinct socio-demographic segment or user behavior type.

Plate 6 Net TV

Plate 7 Restir, Midtown Tokyo

Plate 8 Dover Street Market

Plate 9 10 Corso Como

Plate 10

Plate 11

Plate 12 MyFaveShop