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What’s The Future Of Business? with Brian Solis & Jeff Bennett
 

What’s The Future Of Business? with Brian Solis & Jeff Bennett

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Slide show from today's webinar presented by author/analyst Brian Solis of Altimeter Group and Jeff Bennett, VP of Client Experience at 360incentives. ...

Slide show from today's webinar presented by author/analyst Brian Solis of Altimeter Group and Jeff Bennett, VP of Client Experience at 360incentives.
View the full video recording of the webinar right here: http://bit.ly/1ckKbrM

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  • Jeff will speak to how today’s business landscape is changing – regardless of the industry you are in. More and more focus is being placed around the importance of the client experience. At 360, we are seeing this shift and we pride ourselves in curating positive client experiences when it comes to SPIFF and rebate programs. We are your brand ambassadors and believe that a customer’s journey extends beyond the purchase. 360 is redefining the “last three feet” of a customer’s experience with your brand. You aim to build a positive experience from awareness to purchase but your customer’s journey doesn’t stop after the purchase. Great experiences with incentive or rebates are a cornerstone of what makes your programs effective. We believe that incentive and rebate programs become an extension of that positive experience and part of a long lasting relationship with your brand.
  • To summarize 360 Our mission statement

What’s The Future Of Business? with Brian Solis & Jeff Bennett What’s The Future Of Business? with Brian Solis & Jeff Bennett Presentation Transcript

  • #WTF: What’s the Future of Business Join the discussion on Twitter - #360WTFcast USA | UNITED KINGDOM | CANADA 360 PROPRIETARY AND CONFIDENTIAL
  • #WTF – What’s the Future of Business Host & Moderator: Jeff Bennett - VP, Client Experience, 360incentives Jeff’s mandate at 360incentives is to ensure our clients are wildly successful with their 360 solutions by providing remarkable client experience. His depth of experience and leadership over the past two decades in the areas of professional services, support, and client success management has had positive impact on 360’s focus on client retention, client driven referrals and our client’s overall business success with our solutions. Guest Speaker: Brian Solis, Principal at Altimeter Group. A research firm focused on disruptive technology. A digital analyst, sociologist, futurist and author, Solis has studied and influenced the effects of emerging technology on business, marketing, and culture. His new book, What’s the Future of Business (WTF), explores the landscape of connected consumerism & how business and customer relationships unfold and flourish in four distinct moments of truth. USA | UNITED KINGDOM | CANADA 360 PROPRIETARY AND CONFIDENTIAL
  • Agenda 12:00 – 12:10: Welcome address by Jeff Bennett 12:10 – 12: 45: Guest Speaker – Brian Solis 12:45 – 12:50: Closing Comments 12:50 – 1:00: Q&A moderated by Jeff USA | UNITED KINGDOM | CANADA 360 PROPRIETARY AND CONFIDENTIAL
  • Strategic Imperatives for an Unbelievable Experience A positive client experience must support a brand promise of an Unbelievable Experience for your customer. • There must be unrelenting focus on the customer experience and how a solution or product can provide value throughout their value chain. • Redefine the “last three feet” of a customer’s experience with a brand. You aim to build a positive experience from awareness to purchase but your customer’s journey doesn’t stop after the purchase. • Partner with companies who take the role USA | UNITED KINGDOM | CANADA 360 PROPRIETARY AND CONFIDENTIAL
  • Changing the World of Incentives Our Purpose: Bringing innovation & engagement to incentive and rebate programs Our Platform: Is revolutionizing the industry by providing a better way of doing business Our Culture: We practice what we preach. We’re passionate about making you wildly successful and happy. Our Solutions: Help you increase sales, expand market share and protect your brand Our Results: Representing more than 75 Global brands with over 80 thousands users accessing our platform USA | UNITED KINGDOM | CANADA 360 PROPRIETARY AND CONFIDENTIAL
  • #WTF – What’s the Future of Business Welcome Brian Solis Brian Solis is principal at Altimeter Group, a research firm focused on disruptive technology. A digital analyst, sociologist, and futurist, Solis has studied and influenced the effects of emerging technology on business, marketing, and culture. Solis is also globally recognized as one of the most prominent thought leaders and published authors in new media. His new book, What’s the Future of Business (WTF), explores the landscape of connected consumerism and how business and customer relationships unfold and flourish in four distinct moments of truth. USA | UNITED KINGDOM | CANADA 360 PROPRIETARY AND CONFIDENTIAL
  • Brian Solis principal analyst & author
  • Top 2014 challenges for marketing strategists 1. 2. 3. 4. 5. Accessing and leveraging customer data from multiple channels and data sources. Coordination across marketing channels (mobile, social, display, etc. Introducing more engaging multi-channel campaigns, copy and design. Understanding the connected customer (Attention, Behavior + Context). Lack of resources, budget, and support.
  • It’s about how you make people feel. In every step. In every channel. In each stage of the customer lifecycle. Each experience must evolve into one.
  • Loyalty: a strong feeling of support or allegiance.
  • The way you see the world today is preventing you from actually changing it.
  • From Monologue to Dialogue
  • Personas are real people who can be brought to life by studying social data and behavior Credit: Peter Gentsch, B.I.G.
  • Personas are real people who can be brought to life by studying social data and behavior Credit: Peter Gentsch, B.I.G.
  • The Human Algorithm is the confluence of data science and digital anthropology
  • Brands are now people and people are now brands.
  • SIX MINUTES How long the average teenager can concentrate on homework before switching to a tech distraction
  • Generation-C is Always On! You are now trying to connect with an audience with an audience of audiences.
  • Once we truly hear our customers we are inspired by the empathy that develops simply by The End being human of Retail as Usual
  • What do your customers value? 6 qualities that define engagement Source: Edelman Trust Barometer
  • Values Permanence Sustainable Relevance Efficiency Trust Consistency Valued Control Instant Gratification Empowered Share
  • Channel marketing often suffers from undiagnosed multiple personality disorder
  • It’s second nature for connected consumers to travel across digital and offline channels. But it’s not second nature for businesses to make it seamless. Integrated experiences starts with integration within. Your vision for what’s possible is the hub.
  • Now that I have your @ttention…
  • Paths are not connected or consistent creating a journey rife with friction.
  • Consumers start on their PC but continue usage on mobile devices Source: “The New Multi-Screen World,” Google, 2012
  • From Product and Sales Communications to Creating Experiences
  • Stimulus
  • Agency Wieden & Kennedy created 186 personalized YouTube response videos to Old Spice fans. Over 40 million views in the first week. Sales of Old Spice doubled. Becomes the #1 brand of body wash for men.
  • Stimulus Zero Moment of Truth
  • When someone searches new networks for information or asks a question, what comes back?
  • 85% Those who trust recommendations from “People I know”
  • When it comes to search… is the new 95% of consumers use BOTH YouTube and Google when searching for relevant content. Source: AskYourTargetMarket Research Study, Q3 2012
  • From Broadcast to Engagement Ultimate Moment of Truth Awareness Social Discovery Consideration to Purchase Experience UMOT -> ZMOT: Shared expressions form trusted impressions Shared experiences affect every moment of truth THIS IS REAL INFLUENCE Shared Experience
  • The Experience Divide Brand Promise CX
  • Would you recommend…?
  • The EXPERIENCE Layer
  • Your brand is what people say about you when you’re not around. Shared experiences affect impressions. No amount of marketing will change an experience.
  • “You didn't do what you promised.” It’s too difficult to do business with you! Your website sucks! You don’t understand me! “Your product didn't do what it's supposed to do.” “You're never open when I need you.” “Whenever I ring in and get transferred to another person I often get cut off.” “It's a long time before someone answers.”
  • The Experience Gap is the separation between your brand promise and desired outcomes • 82% have stopped doing business with an organization due to poor customer experience • 70% are willing to spend an average of 13% more with companies they believe provide excellent customer service • 60% believe businesses have not increased their focus on providing good customer service Sources: American Express Global Customer Service barometer, RightNow.com, http://ismdealers.com/category/blog/, Technology Services Industry Association (TSIA)
  • From Broadcast to Engagement Ultimate Moment of Truth Zero Moment of Truth Awareness Social Discovery Consideration to Purchase Experience UMOT -> ZMOT: Shared expressions form trusted impressions Shared experiences affect every moment of truth THIS IS REAL INFLUENCE Shared Experience
  • Give them something to talk about…
  • Customer Experience Rewards NPS Loyalty Card Transactional Engagement
  • Investing in experiences leads to Great experiences, which leads to Shared experiences, which leads to Rewards, which leads to Loyalty, which leads to Word of mouth, which leads to A bridge between… ZMOT and UMOT
  • #WDYSF
  • Invest in building communities where the value is much more than belonging to something, it’s about doing something together that makes belonging matter
  • Return on Experience: The future of marketing and engagement lies in creating shareable experiences – It starts with a vision, mission, and a purpose. This becomes the core of what you will fight for.
  • Q&A Got Questions For Brian or Jeff? Feel free to type them into the sidebar and we’ll take them in turn OR Raise your hand and we’ll switch you on live, connectivity permitting.
  • THANK YOU 360incentives Better Insights. Better Experiences. Better Outcomes. www.360incentives.com