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Trends of the Connected Consumer
 

Trends of the Connected Consumer

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This presentation goes beyond just the short-term trends but looks at the larger currents in technology. It aims to show how service design can effectively create engaging customer experiences, ...

This presentation goes beyond just the short-term trends but looks at the larger currents in technology. It aims to show how service design can effectively create engaging customer experiences, regardless of what the latest gadget of the day is.
Learn more about Service Design and Customer Experiences at http://www.inreality.com

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    Trends of the Connected Consumer Trends of the Connected Consumer Presentation Transcript

    • Copyright © 2013 InReality, Inc. All Rights Reserved.Trends of theConnected Consumerhttp://bit.ly/TOTCCAB #ServiceDesign #CX @IRPost @florianvollmer
    • Copyright © 2013 InReality, Inc. All Rights Reserved.200 B.C.
    • Copyright © 2013 InReality, Inc. All Rights Reserved.The Silk Road
    • Copyright © 2013 InReality, Inc. All Rights Reserved.The Silk Road
    • Starting 200 Years Ago
    • Copyright © 2013 InReality, Inc. All Rights Reserved.40 Years Ago
    • Copyright © 2013 InReality, Inc. All Rights Reserved.TodayInternational Trade RoutesIndustrial ProductionLogistics AutomationConnected Consumertime >
    • Copyright © 2013 InReality, Inc. All Rights Reserved.The Connected Consumer and Beyondwww.inreality.com www.gatech.edu
    • Copyright © 2013 InReality, Inc. All Rights Reserved.Innovation Cycles are Faster than EverCC Max Braun via Flickr
    • Copyright © 2013 InReality (An Info Retail Company). All Rights Reserved.1. From Consumer > Customer > User
    • Copyright © 2013 InReality, Inc. All Rights Reserved.The CX-Based Core Shift in Believe & PrioritiesEngage > Sell > DelightEngage > Delight > Sell
    • Copyright © 2013 InReality, Inc. All Rights Reserved.From Segmenting to Customer Journey Thinking
    • Copyright © 2013 InReality, Inc. All Rights Reserved.The CX-Based Core Shift in Believe & Priorities
    • Copyright © 2013 InReality, Inc. All Rights Reserved.From Transaction (Consumer) to Relationship (User)time >
    • Copyright © 2013 InReality, Inc. All Rights Reserved.Stories Through the Ages
    • Copyright © 2013 InReality (An Info Retail Company). All Rights Reserved.2. Stories: The (Re)New(ed) Currency of Business
    • Copyright © 2013 InReality, Inc. All Rights Reserved.PUSH PULL Dialog
    • Copyright © 2013 InReality, Inc. All Rights Reserved.Frequency. Volume.Speed.
    • Copyright © 2013 InReality, Inc. All Rights Reserved.Title Text and Bar: 50pt, Helvetica UltralightCopyright © 2013 InReality, Inc. All Rights Reserved.Success by Integration into Overall Story
    • © InReality 2013 – www.inreality.comThe “Alone Together” Phenomenon
    • © InReality 2013 – www.inreality.comThe “Alone Together” Phenomenon
    • © InReality 2013 – www.inreality.comThe “Alone Together” Phenomenon
    • Copyright © 2013 InReality (An Info Retail Company). All Rights Reserved.3. More Connected is Less Connected
    • Copyright © 2013 InReality, Inc. All Rights Reserved.ExperiencesRealVirtual [competing mix]MeaningfulConnections
    • Copyright © 2013 InReality (An Info Retail Company). All Rights Reserved.CalculatorAddress BookCameraVideo CameraGPSAlarm ClockGame ConsoleMusic PlayereBook readerVoice recorderCoupon BookWalletDematerialization}
    • Copyright © 2013 InReality (An Info Retail Company). All Rights Reserved.4. Convergent Devices & Search for the Tangible
    • Copyright © 2013 InReality, Inc. All Rights Reserved.Techno-NostalgiaCopyright © 2013 InReality, Inc. All Rights Reserved.Foto: Fujifilm.com
    • Copyright © 2013 InReality (An Info Retail Company). All Rights Reserved.Tradition & Sense of BelongingQuality & CraftValue of the Experience
    • Copyright © 2013 InReality, Inc. All Rights Reserved.In Search for Authentic Digital ExperiencesCopyright © 2013 InReality, Inc. All Rights Reserved.Foto: Fujifilm.com
    • Copyright © 2013 InReality (An Info Retail Company). All Rights Reserved.Rich History Streamlined Today
    • © Florian Vollmer & InReality 2013 – www.inforetail.comCopyright © 2013 InReality, Inc. All Rights Reserved.Spacial Convergence
    • Copyright © 2013 InReality (An Info Retail Company). All Rights Reserved.5. Convergent Spaces & Interactions
    • Copyright © 2013 InReality, Inc. All Rights Reserved.Life-size Digital Displays
    • Copyright © 2013 InReality, Inc. All Rights Reserved.Gestural Interfaces
    • Copyright © 2013 InReality, Inc. All Rights Reserved.Touch
    • Copyright © 2013 InReality, Inc. All Rights Reserved.Large-Scale Multi-Touch
    • Copyright © 2013 InReality, Inc. All Rights Reserved.Bluetooth 4.0
    • Copyright © 2013 InReality, Inc. All Rights Reserved.Wearable TechnologyCC Max Braun via Flickr
    • Copyright © 2013 InReality, Inc. All Rights Reserved.Establishing and Emergent TechnologiesQR NFC Smart Watch Wearables1.) Relative Advantage 0.5 0.9 0.9 0.92.) Compatibility 0.5 0.4 1 0.33.) Complexity/Simplicity 0 0.5 0.8 0.54.) Trial-ability 0.75 0.5 0.6 0.85.) Observability  0.75 0.6 0.8 0.66.) Affordability 0.8 0.5 0.5 07.) Seamlessness 0.4 0.8 0.9 0.7Average 0.53 0.60 0.79 0.54[Privacy](Missed Opp)
    • Copyright © 2013 InReality (An Info Retail Company). All Rights Reserved.6. From "Showrooming" to "Experiencespacing"
    • © InReality 2013 – www.inreality.com0%10%20%30%40%eMarketer via StatistaUS Channels used for Holiday Shopping2011 2012Via Mobile Device(2011)/ Smartphoneor Tablet (2012)Via TVVia catalogsIn StoreOn the internet
    • © InReality 2013 – www.inreality.com0B100B200B300B400B2012 2013 2014 2015 2016Forrester Research; Internet Retailer via StatistaU.S. Smartphone & E-CcommerceSmart Phones Ecommerce
    • © InReality 2013 – www.inreality.com$0B$300B$600B$900B$1,200B2011 Q4 2012 Q1 2012 Q2 2012 Q3 2012 Q4Forrester Research; Internet Retailer via StatistaU.S. Retail and E-CommerceE-commerce (m) Total (m)
    • © InReality 2013 – www.inreality.com?
    • © InReality 2013 – www.inreality.comForecast: mobile influence on U.S. retail store sales 2010-2016, United States; Deloitte; 2013 via StatistaVolume of Purchases influenced by mobile0B175B350B525B700B2012 2016Bio $
    • Copyright © 2013 InReality, Inc. All Rights Reserved.Value: White Knight tactics vs. Black Knight tactics
    • Copyright © 2013 InReality, Inc. All Rights Reserved.Value: White Knight tactics vs. Black Knight tactics
    • Copyright © 2013 InReality, Inc. All Rights Reserved.Value: White Knight tactics vs. Black Knight tactics
    • Copyright © 2013 InReality, Inc. All Rights Reserved.Integrating Functional Responsibilities = Better CXE Commerce Store RetailMobile
    • Copyright © 2013 InReality, Inc. All Rights Reserved.Integrating Functional Responsibilities = Better CXE Commerce Store RetailMobile
    • Copyright © 2013 InReality, Inc. All Rights Reserved.Manage Channels Holistically = Better CX
    • Copyright © 2013 InReality, Inc. All Rights Reserved.Mobile App ≠ Mobile Capabilities
    • Copyright © 2013 InReality, Inc. All Rights Reserved.Copyright © 2013 InReality, Inc. All Rights Reserved.Contextual Relevance
    • © InReality 2013 – www.inreality.comNo Touchpoint
    • © InReality 2013 – www.inreality.comNavigation
    • © InReality 2013 – www.inreality.comBrandAudioTouch*No mention of 2 hr free parking
    • © InReality 2013 – www.inreality.comEvidence
    • © InReality 2013 – www.inreality.comNavigation
    • © InReality 2013 – www.inreality.comNavigation
    • © InReality 2013 – www.inreality.comEmergency
    • © InReality 2013 – www.inreality.comImprov
    • © InReality 2013 – www.inreality.comA Number!Map
    • © InReality 2013 – www.inreality.comMap II
    • Copyright © 2013 InReality (An Info Retail Company). All Rights Reserved.7. A Formula for Profound Service Innovation
    • Copyright © 2013 InReality, Inc. All Rights Reserved.A Service Design Approach to Customer Experience InnovationCustomer Journey > Customer Journey > Customer JourneyDiscover Design Iterate
    • Copyright © 2013 InReality (An Info Retail Company). All Rights Reserved.Service Design: Customer Journeys
    • Copyright © 2013 InReality (An Info Retail Company). All Rights Reserved.Spec’s for TouchpointsObjectives for DialogParameters for Support SystemsDesign of a Service EnvironmentService Design: Customer Journeys
    • Copyright © 2011 Info Retail, Inc. All Rights Reserved.The Design of the EnvironmentThe Individual ExperienceValue of Service Design
    • Copyright © 2011 Info Retail, Inc. All Rights Reserved.The Design of the EnvironmentThe Individual ExperienceValue of Service Design
    • Copyright © 2013 InReality (An Info Retail Company). All Rights Reserved.Direct Bottom Line Benefits of Service Design• Spending Allocation• Stakeholder Integration• Risk Management• Brand Building
    • Copyright © 2011 Info Retail, Inc. All Rights Reserved.Copyright © 2011 Info Retail, Inc. All Rights Reserved.Tempur-Pedic®
    • Copyright © 2011 Info Retail, Inc. All Rights Reserved.Copyright © 2011 Info Retail, Inc. All Rights Reserved.Tempur-Pedic®
    • Copyright © 2013 InReality (An Info Retail Company). All Rights Reserved.8. Environmental Metrics
    • Copyright © 2013 InReality, Inc. All Rights Reserved.INTERACTION• Usage & Playlist Defining• RealtimeRESPONSE ANALYTICS• Video Start & Stop• Dwell Time Proximity SensorAnalytic Intelligence• Customer Driven Content• Content Driven by Demographic• Content Driven by Smartphone• Content Driven by External Conditions• QR Code Enabled• Layout Design Driven by Data• Augmented Reality Enabled• Social Media Enabled
    • Copyright © 2013 InReality, Inc. All Rights Reserved.IPS to change the way we Interact with our Environment
    • Copyright © 2013 InReality, Inc. All Rights Reserved.Inclusive Metrics based on Value-Add Customer Opt-In
    • Copyright © 2013 InReality (An Info Retail Company). All Rights Reserved.B2B2C2C
    • Copyright © 2013 InReality (An Info Retail Company). All Rights Reserved.9. From Consuming to Participating
    • Copyright © 2013 InReality, Inc. All Rights Reserved.Co-Creating
    • Copyright © 2013 InReality (An Info Retail Company). All Rights Reserved.Authority over InformationBrandsCustomers1990s 2000s 2010s
    • Copyright © 2013 InReality, Inc. All Rights Reserved.Customer as Value Generator
    • Copyright © 2013 InReality (An Info Retail Company). All Rights Reserved.Rethinking Commerce
    • Copyright © 2013 InReality, Inc. All Rights Reserved.A Paradigm Shift Beyond the Connected ConsumerTraditional Commerce > E/M Commerce >
    • Copyright © 2013 InReality (An Info Retail Company). All Rights Reserved.CommunicationB2CC2CC2B2CSame-Day Next-DayTrackingMobile WearableLogisticsDataValuesMediaBrandunctionNewDifferentMeaningCentralBigCollectedWeb-IntegratedParticipativeSharedQualityOffshoreDigitalExperienceFragmentedMulti-ChannelTraditional
    • Copyright © 2013 InReality (An Info Retail Company). All Rights Reserved.DevicesManufacturingStationary Mobile WearableValueValuesManualAuto-FunctionNewDifferentMeaning BQualityOffshoreDigitalLocalExperienceFragmentedMulti-ChannelTraditional
    • Copyright © 2013 InReality (An Info Retail Company). All Rights Reserved.PlatformsProprietaryAIPSOpenInteroperableDevices Stationary Mobile WearableNetworkSensorsHandshakeWiredComplexManualAuto-2G4GEmbeddedUbiquitousSpecialized
    • Copyright © 2013 InReality (An Info Retail Company). All Rights Reserved.Barriersto EntryPlatformsCommunicationProprietaryGPSAssistedIPSB2CC2CC2B2COpenInteroperableNavigationPrivacyStagegateDistributedR&DCrowd-funding DefendedOpt-InOpt-Outmbeddedous
    • Copyright © 2013 InReality (An Info Retail Company). All Rights Reserved.Barriersto EntryPlatformsCommunicationProprietaryGPSAssistedIPSB2CC2CC2B2CSame-Day Next-DayTrackingOpenInteroperableDevicesManufacturingStationary Mobile WearableNetworkSensorsNavigationLogisticsPrivacyDataHandshakeValueValuesMediaBrandWiredComplexManualAuto-FunctionNewDifferentMeaningCentralBigCollectedWeb-IntegratedParticipativeSharedQualityOffshoreDigitalLocalExperienceFragmentedMulti-ChannelTraditionalStagegateDistributedR&DCrowd-funding2GDefendedOpt-InOpt-Out4GEmbeddedUbiquitousSpecialized
    • Copyright © 2013 InReality (An Info Retail Company). All Rights Reserved.Barriersto EntryFluidCommercePlatformsCommunicationProprietaryGPSAssistedIPSB2CC2CC2B2CSame-Day Next-DayTrackingOpenInteroperableDevicesManufacturingStationary Mobile WearableNetworkSensorsNavigationLogisticsPrivacyDataHandshakeValueValuesMediaBrandWiredComplexManualAuto-FunctionNewDifferentMeaningCentralBigCollectedWeb-IntegratedParticipativeSharedQualityOffshoreDigitalLocalExperienceFragmentedMulti-ChannelTraditionalStagegateDistributedR&DCrowd-funding2GDefendedOpt-InOpt-Out4GEmbeddedUbiquitousSpecialized
    • Copyright © 2011 Info Retail, Inc. All Rights Reserved.Brick &MortarMobile& DataIntegrativeExperiencesNewValue
    • Copyright © 2011 Info Retail, Inc. All Rights Reserved.Data: Goolge Maps , Imagery (c) Digital Globe, U.S. Geologicla SurveEffortlessAccessibilityIncreasedCompetitionChangingEnvironmentsAdaptingInfrastructure
    • Copyright © 2013 InReality (An Info Retail Company). All Rights Reserved.RelevanceNoiseComplexity Simplicity
    • Copyright © 2013 InReality (An Info Retail Company). All Rights Reserved.# of StakeholdersTactics Strategy“Cool” VisionIsolatedSolutionsShort-TermSolutionsIsolatedSystemsIntegratedActivationSystems
    • Copyright © 2013 InReality, Inc. All Rights Reserved.http://bit.ly/TOTCCAB #ServiceDesign #CX @IRPost @florianvollmerThank You!florian.vollmer@inreality.com