The mobile Internet not only changes the customer ability of gaining products and services information, but also provides them with multiple ways of getting in touch with clients.A unique experience remains to be the key. Let the clients experience all kinds of shopping forms seamlessly by putting them at the core, combining all the possible channels no matter where they are.
The future idea of management should be involving into the customers’ social activities and guide them at the very first stage of purchasing-information searching. As to the walk-ins, managers should pay more attention to the whole process of their purchasing. By analysing big data and collecting their basic life expenses, retailers can promote specific products and services to cater to customer needs. And the accumulation of these data based on the mobile Internet and social network will extend more commercial values in the days to come.
5. 联接一切!无所不在的“关系”,移动商务与社交网络
IT 消费化 IT Consumerization
客户体验决定价值,消费者参与商业进程并施加影响
即时化,运营与流程的及时地再现
数据与流程结合
新的常态:互联网成为改变的基础变量
认知互联网
互联网本质上是一种信息交换的工具,趋零的边际信息沟通成本:硬件成本、
时间成本、信息可得性。
o 改变信息的不对称性格局,竭尽所能透明一切信息。
o 降低信息拥有成本,打破信息垄断
o 对产生的大数据进行整合利用,使得资源利用最大化。
Technology innovation is exploding
1) Social has matured to be main stream
Pinterest us is now larger than Yahoo
Facebook public
Twitter 12 acc per sec
2) Mobile is now the channel of choice most users (especially Millenials)
tablet adoption 133% in year
35 Mil apps per day
340 trill, trill IP to connect smart devices to internet
3) Data growth has accelerated off the charts
100 terabytes uploaded daily to FB
{MB to provide data stat on speed of change}
4) Cloud technologies are setting the standard as the only way IT can keep up with the demand
And peoples expectations of their experience have changed with it
(eg: 7yr old kid walks up to TV expecting it to be a touch screen)
Fast changing standards are creating higher expectations of your brand to meet
Not only at home
and where they shop
But also carrying into where they work
(consumerization of the enterprise)
(why don’t you have wifi?,why cant I do it that way? I can on my ipad!)
(your competitor lets me bank my check just using my phone)
70% US Executives say the need to focus on Customer Experience is due to rising customer expectations
(2012 Global Customer Experience Disruptive Study: Okeeffe & Company)