john batistich, westfield group, everything is broken
TRANSCRIPT
![Page 1: John Batistich, Westfield Group, Everything is Broken](https://reader033.vdocuments.us/reader033/viewer/2022060116/557da508d8b42acb768b4638/html5/thumbnails/1.jpg)
http://www.creativeadawards.com/original/wrecking-ball/11338
EVERYTHING IS BROKENthe end of business as usual
john batistich
![Page 2: John Batistich, Westfield Group, Everything is Broken](https://reader033.vdocuments.us/reader033/viewer/2022060116/557da508d8b42acb768b4638/html5/thumbnails/2.jpg)
“we think that everything is broken & we
throw our computing power at it to fix it”patrick pichete global cfo google
![Page 3: John Batistich, Westfield Group, Everything is Broken](https://reader033.vdocuments.us/reader033/viewer/2022060116/557da508d8b42acb768b4638/html5/thumbnails/3.jpg)
“nearly all of the tools, processes &
philosophies around marketing were
developed more than 50 years ago”
![Page 4: John Batistich, Westfield Group, Everything is Broken](https://reader033.vdocuments.us/reader033/viewer/2022060116/557da508d8b42acb768b4638/html5/thumbnails/4.jpg)
26 May 2010
“we want a one to one relationship with
7 billion customers” bob mcdonald ceo p&g
![Page 5: John Batistich, Westfield Group, Everything is Broken](https://reader033.vdocuments.us/reader033/viewer/2022060116/557da508d8b42acb768b4638/html5/thumbnails/5.jpg)
http://garinkilpatrick.com/awesome-marketing-blogs/
“we are living through a
change in the way ideas
are created, spread &
implemented. there’s a new
model of leading &
connecting people with
ideas for change” seth godin
![Page 6: John Batistich, Westfield Group, Everything is Broken](https://reader033.vdocuments.us/reader033/viewer/2022060116/557da508d8b42acb768b4638/html5/thumbnails/6.jpg)
what we learnt is being disrupted
![Page 7: John Batistich, Westfield Group, Everything is Broken](https://reader033.vdocuments.us/reader033/viewer/2022060116/557da508d8b42acb768b4638/html5/thumbnails/7.jpg)
old models don’t work like they used to
![Page 8: John Batistich, Westfield Group, Everything is Broken](https://reader033.vdocuments.us/reader033/viewer/2022060116/557da508d8b42acb768b4638/html5/thumbnails/8.jpg)
new methods are being explored
![Page 9: John Batistich, Westfield Group, Everything is Broken](https://reader033.vdocuments.us/reader033/viewer/2022060116/557da508d8b42acb768b4638/html5/thumbnails/9.jpg)
http://www.flickr.com/photos/sameli/1898511953/
rules are being challenged
![Page 10: John Batistich, Westfield Group, Everything is Broken](https://reader033.vdocuments.us/reader033/viewer/2022060116/557da508d8b42acb768b4638/html5/thumbnails/10.jpg)
time to think different. think big!
![Page 12: John Batistich, Westfield Group, Everything is Broken](https://reader033.vdocuments.us/reader033/viewer/2022060116/557da508d8b42acb768b4638/html5/thumbnails/12.jpg)
source: richard watson. picture: john homer
increasing life-spans
declining fertility
skills shortage
cotton wool kids
rise of the screenager
rise in sinks & dinks
increased immigration. higher ethnicity
urban-rural polarisation
smaller households
environmental change
resource shortages rising costs
resource nationalism
carbon economy
increased regulation
peak oil
water labeling
packaging/waste taxes
eco-cynicism
1 billion new mouths
market expansion
product sourcing into aus/nz
services outsourcing
asian values & aesthetics
resource competition
inbound tourism numbers
protectionist backlash?
demographic
power returns east
sustainability
![Page 13: John Batistich, Westfield Group, Everything is Broken](https://reader033.vdocuments.us/reader033/viewer/2022060116/557da508d8b42acb768b4638/html5/thumbnails/13.jpg)
1 accelerator of change
![Page 14: John Batistich, Westfield Group, Everything is Broken](https://reader033.vdocuments.us/reader033/viewer/2022060116/557da508d8b42acb768b4638/html5/thumbnails/14.jpg)
1. ubiquitous connectivity
2. democratisation of production tools
3. access to higher data speed/more storage
technology enabled connectivity1 billion pcs & 4 billion mobiles
location-based services
mobile & social payments
intelligent vending
3d screens
rising transparency & amplification
increasing collaboration
personalisation
acceleration of everything
hunger for real shared experiences
source: richard watson
![Page 15: John Batistich, Westfield Group, Everything is Broken](https://reader033.vdocuments.us/reader033/viewer/2022060116/557da508d8b42acb768b4638/html5/thumbnails/15.jpg)
26 May 2010
1. technology
2. behavioural change
3. business model
3 waves of change
![Page 16: John Batistich, Westfield Group, Everything is Broken](https://reader033.vdocuments.us/reader033/viewer/2022060116/557da508d8b42acb768b4638/html5/thumbnails/16.jpg)
“WE ARE LOSING SHARE OF RETAIL”
“soon…you won’t forget anything, you’ll
never be lost, never lonely, never bored &
never out of ideas” eric schmidt ceo google september 2010
![Page 17: John Batistich, Westfield Group, Everything is Broken](https://reader033.vdocuments.us/reader033/viewer/2022060116/557da508d8b42acb768b4638/html5/thumbnails/17.jpg)
1.SHOPPER BEHAVIOURAccelerated change in shopper behaviour challenging old norms
![Page 18: John Batistich, Westfield Group, Everything is Broken](https://reader033.vdocuments.us/reader033/viewer/2022060116/557da508d8b42acb768b4638/html5/thumbnails/18.jpg)
old wayscommand & clicks
text & 2d
single task
desk/laptop search & email
ecommerce
store trading hours
national
appointment to view
entertainment & retail
seasonal sales
quality relationships
private
new behaviourstouch & gesture
video & 3d
multi-task
social & mobile search
mcommerce & social commerce
shop anytime anywhere
service finds you
time shifting
merged in a closed loop
always on special
quantity relationships
public
![Page 19: John Batistich, Westfield Group, Everything is Broken](https://reader033.vdocuments.us/reader033/viewer/2022060116/557da508d8b42acb768b4638/html5/thumbnails/19.jpg)
source: psfk
2.THE LINEAR PATH
TO PURCHASEThe old linear model is being replaced by a network to advocacy
![Page 20: John Batistich, Westfield Group, Everything is Broken](https://reader033.vdocuments.us/reader033/viewer/2022060116/557da508d8b42acb768b4638/html5/thumbnails/20.jpg)
See an AdReceiveCatalogue
Mail or eDM
Visit
Store
Consult
Sales
Person
Buy
Sign Up
for
Loyalty
card
Contact
Customer
Service
old linear path to purchase
Awareness Consideration Trial Purchase Repeat
![Page 21: John Batistich, Westfield Group, Everything is Broken](https://reader033.vdocuments.us/reader033/viewer/2022060116/557da508d8b42acb768b4638/html5/thumbnails/21.jpg)
Product
Search
Compare
Online
Read
Reviews
Browse
Content
Call a 1800
number
Track
Purchase
See an Ad
ReceiveCatalogue
Mail or eDM
Visit
Store
Consult
Sales
Person
Sign Up for
Loyalty
card
Contact
Customer
Service
Read
FAQs
Sign Up
for eDM
add online & social web
Create
Tags
Link from
Friend’s
Watch
YouTube
Video
Peruse
Blogger
Sites
Join
Fan Page
Peruse
Blogger
Sites
Create
A UserCommunity
Buy
Follow
Brand on
Stream
PurchaseExperience
Get Geo
Targeted
Offer on
Mobile
Post
Review
Upload
Picture
Ask
questions
via live chat
Invite
Friends to
Co-Shop
Scan QR
Code for Information
Reorder
via
Phone
Join a
relevant
forum for
advice
Read a
Foursquare
or Yelp
Review
Get up to
the minute
Reviews
Use an
application
for offers
Review on
IPTV
![Page 22: John Batistich, Westfield Group, Everything is Broken](https://reader033.vdocuments.us/reader033/viewer/2022060116/557da508d8b42acb768b4638/html5/thumbnails/22.jpg)
3. LINEAR DISTRIBUTION
CHANNELSThe future or retail is customer centric & channel agnostic
![Page 23: John Batistich, Westfield Group, Everything is Broken](https://reader033.vdocuments.us/reader033/viewer/2022060116/557da508d8b42acb768b4638/html5/thumbnails/23.jpg)
customer chooses multi channels
50%
$255B
offline
only
44%
<1%5%
search
online
buy
offline
search
offline
buy
online
online
only
total
retail
sales
![Page 24: John Batistich, Westfield Group, Everything is Broken](https://reader033.vdocuments.us/reader033/viewer/2022060116/557da508d8b42acb768b4638/html5/thumbnails/24.jpg)
4. TRADITIONAL STOREWe crave social, physical and instant experiences. Online experiences are changing store expectations
![Page 25: John Batistich, Westfield Group, Everything is Broken](https://reader033.vdocuments.us/reader033/viewer/2022060116/557da508d8b42acb768b4638/html5/thumbnails/25.jpg)
the store needs re-invention. more
experiential, service, social & integrated
![Page 26: John Batistich, Westfield Group, Everything is Broken](https://reader033.vdocuments.us/reader033/viewer/2022060116/557da508d8b42acb768b4638/html5/thumbnails/26.jpg)
5. DIFFERENTIATION DELUSIONBeing different & better only matters if your customer believes & values it
![Page 27: John Batistich, Westfield Group, Everything is Broken](https://reader033.vdocuments.us/reader033/viewer/2022060116/557da508d8b42acb768b4638/html5/thumbnails/27.jpg)
your brand is not as
different as you think it is!
80%
8%
ceo customersource: contagious
Is your brand different? % Agree
![Page 28: John Batistich, Westfield Group, Everything is Broken](https://reader033.vdocuments.us/reader033/viewer/2022060116/557da508d8b42acb768b4638/html5/thumbnails/28.jpg)
consumers & businesses differ on
why they interact on social sites
![Page 29: John Batistich, Westfield Group, Everything is Broken](https://reader033.vdocuments.us/reader033/viewer/2022060116/557da508d8b42acb768b4638/html5/thumbnails/29.jpg)
6. DISCOUNT DEVOTIONWe are increasingly dependent upon deep discounts training our customers to wait for specials
![Page 30: John Batistich, Westfield Group, Everything is Broken](https://reader033.vdocuments.us/reader033/viewer/2022060116/557da508d8b42acb768b4638/html5/thumbnails/30.jpg)
the amount of purchases at discount
is at a all time high & many can’t stop
![Page 31: John Batistich, Westfield Group, Everything is Broken](https://reader033.vdocuments.us/reader033/viewer/2022060116/557da508d8b42acb768b4638/html5/thumbnails/31.jpg)
http://cerisereve.deviantart.com/art/Used-Crayons-72200919
7. OVER CHOICEWe need simpler solutions & more involved experiences
![Page 32: John Batistich, Westfield Group, Everything is Broken](https://reader033.vdocuments.us/reader033/viewer/2022060116/557da508d8b42acb768b4638/html5/thumbnails/32.jpg)
http://michaelfaber.deviantart.com/art/not-thinking-straight-35033655
in 1997 there were 2 million brands
and now there are 8 million brands
more clutter. more confusion
![Page 33: John Batistich, Westfield Group, Everything is Broken](https://reader033.vdocuments.us/reader033/viewer/2022060116/557da508d8b42acb768b4638/html5/thumbnails/33.jpg)
in 2008 the average person’s daily intake of
information was 300% greater than in 1960 university of california san Diego study
![Page 34: John Batistich, Westfield Group, Everything is Broken](https://reader033.vdocuments.us/reader033/viewer/2022060116/557da508d8b42acb768b4638/html5/thumbnails/34.jpg)
Source: Sparksheet.com
8. LOYALTY PROGRAMSToo many complex reward programs with low value creating reward fatigue
![Page 35: John Batistich, Westfield Group, Everything is Broken](https://reader033.vdocuments.us/reader033/viewer/2022060116/557da508d8b42acb768b4638/html5/thumbnails/35.jpg)
the world doesn’t need another hard to
understand low value reward program
Spend $15.7K at Coles on FlyBuys or spend
$11K at Woolworths to get a $50 voucher
![Page 36: John Batistich, Westfield Group, Everything is Broken](https://reader033.vdocuments.us/reader033/viewer/2022060116/557da508d8b42acb768b4638/html5/thumbnails/36.jpg)
Source: impetuoussoftware.com
9. DATA DELUGEMaking sense of the increasingly available behavioural data is the new gold
![Page 37: John Batistich, Westfield Group, Everything is Broken](https://reader033.vdocuments.us/reader033/viewer/2022060116/557da508d8b42acb768b4638/html5/thumbnails/37.jpg)
most marketing departments are
not prepared to make sense of
the data that is rapidly becoming
available about their customers
![Page 38: John Batistich, Westfield Group, Everything is Broken](https://reader033.vdocuments.us/reader033/viewer/2022060116/557da508d8b42acb768b4638/html5/thumbnails/38.jpg)
http://arts.brighton.ac.uk/__data/assets/image/0016/6253/Problem-Based-Learning1a.jpg
10. LACK OF TESTINGThe world is forever in beta test
![Page 39: John Batistich, Westfield Group, Everything is Broken](https://reader033.vdocuments.us/reader033/viewer/2022060116/557da508d8b42acb768b4638/html5/thumbnails/39.jpg)
amazon conducts 200
tests a day to improve
the user experience
![Page 40: John Batistich, Westfield Group, Everything is Broken](https://reader033.vdocuments.us/reader033/viewer/2022060116/557da508d8b42acb768b4638/html5/thumbnails/40.jpg)
learn fast, cheap, well & first. place lots of
little bets and scale up the ones that pay off
![Page 41: John Batistich, Westfield Group, Everything is Broken](https://reader033.vdocuments.us/reader033/viewer/2022060116/557da508d8b42acb768b4638/html5/thumbnails/41.jpg)
11. RESEARCH REACH
http://www.qualtrics.com/blog/wp-content/uploads/2010/06/market-research.jpg
Majority of your audience are out of reach
![Page 42: John Batistich, Westfield Group, Everything is Broken](https://reader033.vdocuments.us/reader033/viewer/2022060116/557da508d8b42acb768b4638/html5/thumbnails/42.jpg)
“you only get to talk to about 10% of the population
via traditional online market research, so what about
the other 90%? Who wants their evening interrupted
with a phone call from a research agency” Peter Harris
![Page 43: John Batistich, Westfield Group, Everything is Broken](https://reader033.vdocuments.us/reader033/viewer/2022060116/557da508d8b42acb768b4638/html5/thumbnails/43.jpg)
12. CLAIM BASEDMARKET RESEARCH
http://corporate.bangthetable.com/2009/03/14/market-research-is-not-community-engagement/
You are what you do not what you say
![Page 44: John Batistich, Westfield Group, Everything is Broken](https://reader033.vdocuments.us/reader033/viewer/2022060116/557da508d8b42acb768b4638/html5/thumbnails/44.jpg)
we make
decisions on
claimed not actual
behaviour. who
can accurately say
how often they
have seen an ad or
purchased a
product in the last
4 weeks?
![Page 45: John Batistich, Westfield Group, Everything is Broken](https://reader033.vdocuments.us/reader033/viewer/2022060116/557da508d8b42acb768b4638/html5/thumbnails/45.jpg)
http://www.shutupitson.com/tag/mad-men/
13. MEDIA AGENCY DEALSChannel agnostic, complete transparency & total accountability
![Page 46: John Batistich, Westfield Group, Everything is Broken](https://reader033.vdocuments.us/reader033/viewer/2022060116/557da508d8b42acb768b4638/html5/thumbnails/46.jpg)
media agencies who commit to future
investments with media owners before
understanding their clients needs
![Page 47: John Batistich, Westfield Group, Everything is Broken](https://reader033.vdocuments.us/reader033/viewer/2022060116/557da508d8b42acb768b4638/html5/thumbnails/47.jpg)
media agencies that get rebates
from media owners & don’t
disclose them to their clients
![Page 48: John Batistich, Westfield Group, Everything is Broken](https://reader033.vdocuments.us/reader033/viewer/2022060116/557da508d8b42acb768b4638/html5/thumbnails/48.jpg)
14. THE AD AGENCY New models forming for social, digital, video & mobile channels
![Page 49: John Batistich, Westfield Group, Everything is Broken](https://reader033.vdocuments.us/reader033/viewer/2022060116/557da508d8b42acb768b4638/html5/thumbnails/49.jpg)
agency resources measured on inaccurate
time sheets vs value/outputs
![Page 50: John Batistich, Westfield Group, Everything is Broken](https://reader033.vdocuments.us/reader033/viewer/2022060116/557da508d8b42acb768b4638/html5/thumbnails/50.jpg)
Source: webzbranding.com
resourcing digital channels that are more
intensive, reiterative & measurable
![Page 51: John Batistich, Westfield Group, Everything is Broken](https://reader033.vdocuments.us/reader033/viewer/2022060116/557da508d8b42acb768b4638/html5/thumbnails/51.jpg)
the creative director role will evolve
from creator to curator because no one
person has a mortgage on creativity
![Page 52: John Batistich, Westfield Group, Everything is Broken](https://reader033.vdocuments.us/reader033/viewer/2022060116/557da508d8b42acb768b4638/html5/thumbnails/52.jpg)
http://steja007.deviantart.com/art/HD-wallpapers-part-2-104834273
agencies will collaborate more, shift to
projects over campaigns & create ideas
that are born to live in beta (social) not
built to die (media schedules)
![Page 53: John Batistich, Westfield Group, Everything is Broken](https://reader033.vdocuments.us/reader033/viewer/2022060116/557da508d8b42acb768b4638/html5/thumbnails/53.jpg)
15. EDM INVOLVEMENT
http://www.fullissue.com/index.php/email.html
Volumes are up but open rates & click through rates are declining
![Page 54: John Batistich, Westfield Group, Everything is Broken](https://reader033.vdocuments.us/reader033/viewer/2022060116/557da508d8b42acb768b4638/html5/thumbnails/54.jpg)
why do 79% of members don’t even open
your email? & it’s getting worse!
Source: Responsys
![Page 55: John Batistich, Westfield Group, Everything is Broken](https://reader033.vdocuments.us/reader033/viewer/2022060116/557da508d8b42acb768b4638/html5/thumbnails/55.jpg)
16. CPM FOR TV ADVERTISING
http://www.digitalproductionme.com/article-1135-middle_east_tv_ad_revenues_to_buck_downturn/
Your audience is not as high as you pay for!
![Page 56: John Batistich, Westfield Group, Everything is Broken](https://reader033.vdocuments.us/reader033/viewer/2022060116/557da508d8b42acb768b4638/html5/thumbnails/56.jpg)
80
viewership of ad breaks can be 10%-
35% lower than the program you buy
Source: ikon
![Page 57: John Batistich, Westfield Group, Everything is Broken](https://reader033.vdocuments.us/reader033/viewer/2022060116/557da508d8b42acb768b4638/html5/thumbnails/57.jpg)
SO THINK ABOUT…17. YEAR OF THE MOBILEIt’s not the year but the decade of mobile which makes everything local, social & personalised
![Page 58: John Batistich, Westfield Group, Everything is Broken](https://reader033.vdocuments.us/reader033/viewer/2022060116/557da508d8b42acb768b4638/html5/thumbnails/58.jpg)
“our coordinates, has the potential to
change all the outputs…where we shop,
who we talk to, what we read, what we
search for, where we go, they all change
once we merge location and the web” matthew honan wired magazine
![Page 59: John Batistich, Westfield Group, Everything is Broken](https://reader033.vdocuments.us/reader033/viewer/2022060116/557da508d8b42acb768b4638/html5/thumbnails/59.jpg)
access reviews, pricing, content,
community & buy anytime anywhere
![Page 60: John Batistich, Westfield Group, Everything is Broken](https://reader033.vdocuments.us/reader033/viewer/2022060116/557da508d8b42acb768b4638/html5/thumbnails/60.jpg)
mobile payment systems
change the pos & banking
![Page 61: John Batistich, Westfield Group, Everything is Broken](https://reader033.vdocuments.us/reader033/viewer/2022060116/557da508d8b42acb768b4638/html5/thumbnails/61.jpg)
18. ECOMMERCE
CONVERSIONValue, range & convenience driving online sales but conversion is extremely low
![Page 62: John Batistich, Westfield Group, Everything is Broken](https://reader033.vdocuments.us/reader033/viewer/2022060116/557da508d8b42acb768b4638/html5/thumbnails/62.jpg)
different conversion by channel
online
conversion
good store
conversion
92%
30%
2%
westfield
conversion
![Page 63: John Batistich, Westfield Group, Everything is Broken](https://reader033.vdocuments.us/reader033/viewer/2022060116/557da508d8b42acb768b4638/html5/thumbnails/63.jpg)
19. CHECKOUT
ABANDONMENT
![Page 64: John Batistich, Westfield Group, Everything is Broken](https://reader033.vdocuments.us/reader033/viewer/2022060116/557da508d8b42acb768b4638/html5/thumbnails/64.jpg)
why the high online cart abandonment?
online cart
abandonment
store cart
abandonment
<1%
65%
![Page 65: John Batistich, Westfield Group, Everything is Broken](https://reader033.vdocuments.us/reader033/viewer/2022060116/557da508d8b42acb768b4638/html5/thumbnails/65.jpg)
20. ACTIVE INVOLVEMENT IN
SOCIAL NETWORKSToo often, acquisition is the key focus but active involvement has real value
![Page 66: John Batistich, Westfield Group, Everything is Broken](https://reader033.vdocuments.us/reader033/viewer/2022060116/557da508d8b42acb768b4638/html5/thumbnails/66.jpg)
97.4%
2.6% active: like, post or comment
passive or do nothing at all
why acquisition over involvement & value?
![Page 67: John Batistich, Westfield Group, Everything is Broken](https://reader033.vdocuments.us/reader033/viewer/2022060116/557da508d8b42acb768b4638/html5/thumbnails/67.jpg)
how do you get your community active?
![Page 68: John Batistich, Westfield Group, Everything is Broken](https://reader033.vdocuments.us/reader033/viewer/2022060116/557da508d8b42acb768b4638/html5/thumbnails/68.jpg)
22. VALUING A LIKE
OR FOLLOWER
http://blog.zuupy.com/are-facebook-likes-useful-when-there-is-no-di
Apply a quality measure to all acquisition & stay agnostic
![Page 69: John Batistich, Westfield Group, Everything is Broken](https://reader033.vdocuments.us/reader033/viewer/2022060116/557da508d8b42acb768b4638/html5/thumbnails/69.jpg)
418% more likely to visit startbuck.com
spent 8% more. transacted 11% more frequently
are they pre-existing preferences?source: comscore
![Page 70: John Batistich, Westfield Group, Everything is Broken](https://reader033.vdocuments.us/reader033/viewer/2022060116/557da508d8b42acb768b4638/html5/thumbnails/70.jpg)
23. SOCIAL BUSINESS READYMost organisations were not designed for today’s networked world
![Page 71: John Batistich, Westfield Group, Everything is Broken](https://reader033.vdocuments.us/reader033/viewer/2022060116/557da508d8b42acb768b4638/html5/thumbnails/71.jpg)
http://themobius.deviantart.com/art/Depth-of-Night-71363751?
old modelcustomer outside
deliver a promise
interruption
sell & tell loudly
creative & media
communicate an image
one to many
strive for perfection
trust through authority
new worldcustomer inside
guided by purpose
interaction
actively involve
content & distribution
deliver an experience
one to one & many to many
forever beta testing
trust through transparency
![Page 72: John Batistich, Westfield Group, Everything is Broken](https://reader033.vdocuments.us/reader033/viewer/2022060116/557da508d8b42acb768b4638/html5/thumbnails/72.jpg)
http://www.noupe.com/inspiration/stunningly-creative-and-unforgettable-print-ads.html
24. CRISIS MANAGEMENTListen, shape & respond with speed & transparency
![Page 73: John Batistich, Westfield Group, Everything is Broken](https://reader033.vdocuments.us/reader033/viewer/2022060116/557da508d8b42acb768b4638/html5/thumbnails/73.jpg)
“Consumers have
something they
have never had
before, the power
to warn &
threaten, rather
than to punish
silently after the
fact” bruce philp consumer republic
![Page 74: John Batistich, Westfield Group, Everything is Broken](https://reader033.vdocuments.us/reader033/viewer/2022060116/557da508d8b42acb768b4638/html5/thumbnails/74.jpg)
25. MORE MEETINGSRunning productive meetings will free up capacity to think & create
![Page 75: John Batistich, Westfield Group, Everything is Broken](https://reader033.vdocuments.us/reader033/viewer/2022060116/557da508d8b42acb768b4638/html5/thumbnails/75.jpg)
we seek more
collaboration
![Page 76: John Batistich, Westfield Group, Everything is Broken](https://reader033.vdocuments.us/reader033/viewer/2022060116/557da508d8b42acb768b4638/html5/thumbnails/76.jpg)
why does the meeting
expands to the time allotted?
why not change the time allotted!
![Page 77: John Batistich, Westfield Group, Everything is Broken](https://reader033.vdocuments.us/reader033/viewer/2022060116/557da508d8b42acb768b4638/html5/thumbnails/77.jpg)
26. REFLECTIVE THINKING
http://my.greasy.com/cgi-bin/blogapp/img.cgi?image=32367767.jpg
We are losing the ability to think in a deep, creative ways, which is affecting our decision making
![Page 78: John Batistich, Westfield Group, Everything is Broken](https://reader033.vdocuments.us/reader033/viewer/2022060116/557da508d8b42acb768b4638/html5/thumbnails/78.jpg)
“teens were faster than adults at
reading online but their attention
spans were much shorter, so anything
difficult tended to be skipped” jacob nielsen
![Page 79: John Batistich, Westfield Group, Everything is Broken](https://reader033.vdocuments.us/reader033/viewer/2022060116/557da508d8b42acb768b4638/html5/thumbnails/79.jpg)
“always on, information overload, multiple-
tasking work environments are killing
productivity, attention fragmentation,
dampening creativity and making us unhappy” mckinsey report june 2011
![Page 80: John Batistich, Westfield Group, Everything is Broken](https://reader033.vdocuments.us/reader033/viewer/2022060116/557da508d8b42acb768b4638/html5/thumbnails/80.jpg)
source: psfk
KEY IMPLICATIONSAsking the right question is the first step for change
![Page 81: John Batistich, Westfield Group, Everything is Broken](https://reader033.vdocuments.us/reader033/viewer/2022060116/557da508d8b42acb768b4638/html5/thumbnails/81.jpg)
26 May 2010
1. understand the changes in your customer journey driven by connectivity
2. shift your digital gravity towards mobile
3. optimise your website for smartphones
4. track the engagement of your social communities & identify value
5. insist on media transparency & accountability
6. review your real tv audience
7. focus on activating of your edm databases
8. simplify your loyalty program
9. review your data analytic capability & tools
10. change the focus of your research towards behaviour
11. set aside 10% of your budget for testing
12. evolve towards a social business design
13. run productive meetings. cut meetings by 15 minutes to create 25% more time
14. don’t use meaningless words like engagement & activation
15. carve out time for reflection & learning
16. define what you need to stop, start & continue to free up capacity to think
![Page 82: John Batistich, Westfield Group, Everything is Broken](https://reader033.vdocuments.us/reader033/viewer/2022060116/557da508d8b42acb768b4638/html5/thumbnails/82.jpg)
SOURCESStanding on the shoulders of giants
![Page 83: John Batistich, Westfield Group, Everything is Broken](https://reader033.vdocuments.us/reader033/viewer/2022060116/557da508d8b42acb768b4638/html5/thumbnails/83.jpg)
westfield study tours
morgan stanley
ellie rogers of ikon
dr ken hudson
david whittle of m&c saatchi
anouk darling of moon
michael batistich of we are social
peter harris of vision critical
jon bird of ideaworks
best buy slideshare
richard watson
youtube
google & google images
flickr
techcrunch
mumbrella
emarketer
smart company
inside retail
psfk
mckinsey quarterly june 2011
contagious q2 2011
![Page 84: John Batistich, Westfield Group, Everything is Broken](https://reader033.vdocuments.us/reader033/viewer/2022060116/557da508d8b42acb768b4638/html5/thumbnails/84.jpg)
LIFE MOVES PRETTY FAST
![Page 85: John Batistich, Westfield Group, Everything is Broken](https://reader033.vdocuments.us/reader033/viewer/2022060116/557da508d8b42acb768b4638/html5/thumbnails/85.jpg)
IF YOU DON’T STOP & LOOK AROUND
ONCE IN A WHILE, YOU COULD MISS IT
![Page 86: John Batistich, Westfield Group, Everything is Broken](https://reader033.vdocuments.us/reader033/viewer/2022060116/557da508d8b42acb768b4638/html5/thumbnails/86.jpg)
http://www.creativeadawards.com/original/see-further/3298
SO, DON’T MISS THE OPPORTUNITY TO
FIX WHAT’S BROKEN IN YOUR WORLD?
![Page 87: John Batistich, Westfield Group, Everything is Broken](https://reader033.vdocuments.us/reader033/viewer/2022060116/557da508d8b42acb768b4638/html5/thumbnails/87.jpg)
http://www.creativeadawards.com/original/wrecking-ball/11338
EVERYTHING IS BROKENthe end of business as usual
john batistich