innotribe sibos 2015: creating participation commerce experiences at scale
TRANSCRIPT
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—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
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FINDING PURPOSE AND DESTINATION
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questions you need to be asking 3
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Do you really know what your
customers think about you?
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Do you know which customer emotions
are key to your future growth?
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Who do your customers want you
to become?
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PARTICIPATION COMMERCE SYSTEM
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Re-imagination of products, services, operations, KPI’s
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DISCOVERYPRODUCT & MARKETING IDEAS SUBMITTED BY CONSUMERS, FANS, ADVOCATES
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COLLABORATIVEPRODUCT & MARKETING CHALLENGES TO CONSUMERS, FANS, ADVOCATES
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INTERNALCONTINUOUS IMPROVEMENT THROUGH EMPLOYEE PARTICIPATION
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EXTERNALACCESS & INTEGRATION TO 3RD PARTY NETWORKS, E.G. MAKER COMMUNITIES
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PARTICIPATIONCOMMERCE
Procurement • Supply ChainHuman Resources • Customers
Services • LogisticsCommunications • Employees
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A network gives you reach
TED RUBIN
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A community gives you power
TED RUBIN
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MAKING BUSINESS MORE HUMAN
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The user experience determines the
interaction
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INFORM AND EDUCATE
REASSURE ME ABOUT
MY PERSONAL CONCERNS
SOURCE: THE EARNED BRAND. EDELMAN, 2015
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HAVE A PURPOSE
REASSURE ME ABOUT
MY SOCIETAL CONCERNS
SOURCE: THE EARNED BRAND. EDELMAN, 2015
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LIVE YOUR CHARACTER
SHOW ME HOW I CAN
PARTICIPATE IN YOUR
BRANDSOURCE: THE EARNED BRAND. EDELMAN, 2015
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MAKE YOUR MARK
INSPIRE ME BY DOING
SOMETHING NEW AND
DIFFERENT
SOURCE: THE EARNED BRAND. EDELMAN, 2015
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THE AGE OF RADICAL TRANSPARENCY
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Trust is a business imperative
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believe brands are only innovating to make
money
66%SOURCE: THE EARNED BRAND. EDELMAN,
2015
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trust a brand more if it’s easy to review its products
and services
67%SOURCE: THE EARNED BRAND. EDELMAN,
2015
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are not buying from a brand because of privacy, security,
trust, environmental concerns
87%
SOURCE: THE EARNED BRAND. EDELMAN, 2015
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Employee engagement is a
competitive advantage
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of your employees are disengaged
70%SOURCE: GALLUP
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cost to employers in productivity (USA)
$450BSOURCE: GALLUP
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Compensation attracts talent but has limited impact
on employee participation and
effortSOURCE: GALLUP
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THE LIGHT AT THE END OF THE TUNNEL
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recommendations3
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1. RELEVANCE
Don’t just ride shifts in culture, contribute to them.
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2. EQ
Tapping in to your customers emotional needs is one of the keys to your future growth and survival.
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3. PARTICIPATION
Co-create products and services that your customers and advocates want to talk about, share and buy.
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YOU CAN HAVE A FUTURE LAB LIKE LEGO - TODAY
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“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