Creating growth with customer-centric digital services by Tony Virtanen at Knowit
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Creating growth with customer-centric digital services: RULES FOR REVOLUTIONARIES Presented at the Management Events seminar in Helsinki 1st of October 2014
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Creating growth with customer-centric digital services by Tony Virtanen at Knowit
- 1. Creating growth with customer-centric digital services: Rules for revolutionaries 1.10.2014 Tony Virtanen, Digital Strategist, Knowit Oy
- 2. © Copyright Knowit Oy 2014 | Confidential | Version 1.0 25% Source: Gartner 9/2013 of businesses will lose competitive ranking by 2017 due to digital incompetence.
- 4. ?! How do I create a service that revolutionizesour industry and the life of our customers?
- 6. -Wayne Gretzky “I skate to where the puck is going to be, not where it has been.”
- 7. 2008: Facebook had< 100M users
- 8. Is it already too late? > > >
- 9. The user experience revolution
- 10. It affects the routinesof everyday life. -SaaraTaalas, “IKEA-professor” How do you recognizea significant trend?
- 11. #1 Play likeGretzky: Recognizetrendsand aimfor thenextwave.
- 12. #2Don’t trustthe HIPPO* (*HIPPO = HIghest Paid Person’s Opinion)
- 13. No technology risk! …but the risk that nobody cares.
- 14. Doyouknowyourcustomers/users? Say & do Think & feel See & hear Appreciate & value ObserveInfer
- 15. LOYAL CUSTOMER Advertising REALIZE NEED GATHER INFORMATION PURCHASE Blogs Adwords Media Discussion forums Sales reps Print Sharing online service Personalized communication Online store I want to buy more.. Social Media Mobile Reviews Feedback Sales service Brick and mortar shop Direct marketing Websites Social Media Articles Customer care Targeted marketing I recommend you…
- 16. Case: Gilje Tre •Second largest window and door maker in Norway. •Revenue 400 MM NOK •80 employees •Sales B2B, B2B2B, B2B2CNo direct sales B2C •Sells mainly through hardware retail chains like Optimera. 8.10.2014 16
- 17. Case: Gilje Tre •Second largest window and door maker in Norway. •Revenue 400 MM NOK •80 employees •Sales B2B, B2B2B, B2B2CNo direct sales B2C •Sells mainly through hardware retail chains like Optimera. 8.10.2014 17 7 weeks15 cities20+ retailers40+ offers6500 km of driving Footwork > understanding
- 18. #2 Don’ttrusttheHIPPO: Getout, observe, infer. Walkin yourcustomer’sshoes.
- 21. 1 workshop3h4 participants29 sketches3 iterations2 solutions
- 22. Fast prototyping HTML-prototype Wireframe Design
- 23. CX≠UI …but rather CX+UI Customer Experience User Interface
- 25. #3 Sketch, sketch, sketchSketchand prototypeyourcustomerexperience. Doit fast.
- 26. #4Don’t worry be crappy
- 27. How long doesit taketo revolutionizetheworld? 24 h 3 months
- 28. Don’tscrewup! What you do not wish for yourself, do not do to others.
- 29. The Minimum Viable Product
- 32. HIPPO Proto > Data >
- 35. #4 Don’tworry, becrappy: Launchquicklyand release often.
- 36. #5Again-again!
- 37. Build Learn Measure Ideas Product/ Service Data More cycles in less time reduce the risk.
- 38. Traditional(onecycle) Risk Time Risk Learn
- 39. Agile(multiplecycles) > Lowerrisk! Risk Time Risk Learn Learn Learn
- 42. #5 Again-again! Build.Measure. Learn. Againand again. Yourserviceis neverready.
- 43. Creating growth with customer-centric digital services: Rules for revolutionaries ?
- 44. There’s always a way. Otherwise, we’ll invent it.
- 46. From ideas to results in 7 weeks 1. ”Sketch” 2. ”Prototype” 1week 4. Implementservice 2weeks 3. ”Pilot” 3weeks 0. Innovate 1week
- 47. We create measurable business impact Competitiveness and shareholder value Increase sales •New customers •Repeat-and cross sales opportunity identification Customer loyalty •Customer dialog •Brand loyalty •Pricing power Cost savings •Operational efficiency •Process automation •Self service •Marketing automation
- 48. 100+ mobile apps 20+ extranets 50+ intranets 25+ eCommerce 500+ web sites 100+ service design-projects We are known for our work WecreategrowthfromDigital. #1 in Quality Assurance
- 49. Creating growth with customer-centric digital services: Rules for revolutionaries
- 51. Kiitos! Tack! Thank You! tony.virtanen@knowit.fi twitter.com/Tony_Virtanen +358 40 772 4022