CIO Day 2012 - Choose your IT glitches wisely
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CIO Day 2012 - Choose your IT glitches wisely

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CIO Day 2012 - Choose your IT glitches wisely, before they destroy your brand value!

CIO Day 2012 - Choose your IT glitches wisely, before they destroy your brand value!

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  • 1. 12 November 2012 1   Choose your IT glitches wisely, before they destroy brand value.
  • 2. Choose your IT glitches wisely, before they destroy brand value. 2  
  • 3. Choose your IT glitches wisely, before they destroy brand value. 3  
  • 4. Choose your IT glitches wisely, before they destroy brand value. 4  
  • 5. Choose your IT glitches wisely, before they destroy brand value. 5   cost ml qty per  cup per  ml per  150ml Starbucks  Soy  Cappuccino 4.70                   473 1 4.70                   0.01                   1.49                   3549% Starbucks  Filter  Coffee 2.20                   473 1 2.20                   0.00                   0.70                   1661% Starbucks  Bag  Beans 6.90                   180                 25 0.28                   0.00                   0.23                   548% Douwe  Egberts  Senseo 3.79                   125                 36 0.11                   0.00                   0.13                   301% Douwe  Egberts  Ground 4.98                   125                 50 0.10                   0.00                   0.12                   285% Euro  Shopper  Ground 1.75                   125                 50 0.04                   0.00                   0.04                   0%
  • 6. Choose your IT glitches wisely, before they destroy brand value. 6   h)p://www.effec2vebrands.com/  
  • 7. Choose your IT glitches wisely, before they destroy brand value. 7   h)p://www.isaca.org/COBIT/  
  • 8. Choose your IT glitches wisely, before they destroy brand value. 8   ? “IT risk can imperil companies' productivity, damage customer relations and ultimately erode trus
  • 9. Choose your IT glitches wisely, before they destroy brand value. 9   h)p://www.rbs.com/about/business-­‐strategy/business-­‐approach.html  
  • 10. Choose your IT glitches wisely, before they destroy brand value. 10   h)p://www.telegraph.co.uk/finance/personalfinance/consumer2ps/banking/9358252/RBS-­‐comp
  • 11. Choose your IT glitches wisely, before they destroy brand value. 11   h)p://www.informa2on-­‐age.com/channels/data-­‐centre-­‐and-­‐it-­‐infrastructure/news/2109793/natwe
  • 12. Choose your IT glitches wisely, before they destroy brand value. 12   h)p://www.computerworlduk.com/in-­‐depth/infrastructure/3369901/rbs-­‐failure-­‐to-­‐fix-­‐it-­‐systems
  • 13. Choose your IT glitches wisely, before they destroy brand value. 13   h)p://www.hacw.nhs.uk/about-­‐the-­‐trust/vision-­‐and-­‐values/  
  • 14. Choose your IT glitches wisely, before they destroy brand value. 14   h)p://www.bbc.co.uk/news/uk-­‐england-­‐hereford-­‐worcester-­‐20235193  
  • 15. Choose your IT glitches wisely, before they destroy brand value. 15   2011  Research  in  Mo2on  Annual  Report  
  • 16. Choose your IT glitches wisely, before they destroy brand value. 16  
  • 17. Choose your IT glitches wisely, before they destroy brand value. 17   h)p://en.wikipedia.org/wiki/Peak%E2%80%93end_rule   Customer Experience Design
  • 18. Choose your IT glitches wisely, before they destroy brand value. 18   ? Customer Experience Design will show you where.. … IT glitches will destroy brand value over time.
  • 19. Choose your IT glitches wisely, before they destroy brand value. 19   h)p://www.starbucks.com/about-­‐us/company-­‐informa2on/mission-­‐statement  
  • 20. Choose your IT glitches wisely, before they destroy brand value. 20   h)p://www.cemcer2fica2on.org/  
  • 21. Choose your IT glitches wisely, before they destroy brand value. 21   h)p://starbucksgossip.typepad.com/_/2012/03/starbucksa)-­‐want-­‐to-­‐make-­‐sure-­‐you-­‐have-­‐the-­‐ h)p://www.quora.com/Why-­‐is-­‐the-­‐wifi-­‐at-­‐Starbucks-­‐so-­‐spo)y  
  • 22. Choose your IT glitches wisely, before they destroy brand value. 22  
  • 23. Choose your IT glitches wisely, before they destroy brand value. 23  
  • 24. Choose your IT glitches wisely, before they destroy brand value. 24   Choose your IT glitches wisely, before they destroy brand value. Your URGENT assignment: In case you didn’t get the message, remember to:
  • 25. Choose your IT glitches wisely, before they destroy brand value. 25   Special thanks to: EffectiveBrands for their Marketing Capability Wheel, and Kevin Flood CISSP CISM CISA (www.charlville.com)