Reinvent to Win, Serve, and Retain Empowered Customers

1,508 views
1,331 views

Published on

Forrester Research CEO George Colony's presentation at LeWeb, Paris, December 11, 2013. The most successful companies will reinvent themselves to systematically understand and serve increasingly powerful customers.

Learn more about succeeding with empowered customers: http://forr.com/1hluQvd

Published in: Technology, Business
0 Comments
2 Likes
Statistics
Notes

Comments are closed

  • Be the first to comment

No Downloads
Views
Total views
1,508
On SlideShare
0
From Embeds
0
Number of Embeds
18
Actions
Shares
0
Downloads
36
Comments
0
Likes
2
Embeds 0
No embeds

No notes for slide

Reinvent to Win, Serve, and Retain Empowered Customers

  1. 1. Reinvent to Win, Serve, and Retain Empowered Customers George F. Colony CEO, Forrester Research, Inc. December 11, 2013 LeWeb
  2. 2. © 2013 Forrester Research, Inc. Reproduction Prohibited 2 Agenda › The new age › Opportunities
  3. 3. © 2013 Forrester Research, Inc. Reproduction Prohibited 3 The Age of the Customer A 20-year business cycle… in which the most successful enterprises will reinvent themselves… to systematically understand and serve increasingly powerful customers.
  4. 4. © 2013 Forrester Research, Inc. Reproduction Prohibited 4 Customer power… › Pricing › Shared critiques › The ability to buy anything, anytime, anywhere, from anyone
  5. 5. Pricing
  6. 6. © 2013 Forrester Research, Inc. Reproduction Prohibited 6 Critiques › 17% were influenced by consumer ratings and reviews › 13% by recommendations from friends and family › 5% by online forums or blogs
  7. 7. © 2013 Forrester Research, Inc. Reproduction Prohibited 7 Buy anywhere 22% of European online adults have ordered products from a Website outside of their home country in the last 3 months.
  8. 8. © 2013 Forrester Research, Inc. Reproduction Prohibited 8 Gen Y Gen X 9.4 11.4 11.2 9.0 4.8 6.1 2.3 0.7 1.5 2.4 The changing customer Watching TV Base: European Online adults (18+); Source: European Technographics Online Benchmark Survey, Q3 2012 (hours per week) Using the Internet Listening to the radio Playing video games Reading newspapers 18% less 25% more 21% less 219% more 37% less
  9. 9. © 2013 Forrester Research, Inc. Reproduction Prohibited 9 The mobile mind shift The expectation that any desired information or service is available, on any appropriate device, in context, at your moment of need
  10. 10. © 2013 Forrester Research, Inc. Reproduction Prohibited 10 Computing the Mobile Mind Shift Index 40 + Access Base: 30,549 US online adults (18+) Source: North American Technographics® Online Benchmark Survey (Part 2), Q3 2012 (US, Canada) US adults 18+ 20 Devices 40 + Locations MMSI 100= 100 50 0 MMSI 9.6 20 13.2 40 5.1 40 27.9 100 27.9 US avg.
  11. 11. © 2013 Forrester Research, Inc. Reproduction Prohibited 11 The Mobile Mind Shift Index by gender Devices Access Locations 20 30 40 MMSI 27.9 US avg. 30.0 Men 10.3 Men 14.0 5.7+ + = 30.0 8.9 Women 12.4 4.5 25.9 Women + + = 25.9 MMSI Base: 30,549 US online adults (18+) Source: North American Technographics® Online Benchmark Survey (Part 2), Q3 2012 (US, Canada)
  12. 12. © 2013 Forrester Research, Inc. Reproduction Prohibited 12 20 30 40 Not all smartphone owners are equal MMSI 27.9 US average 22% US average Proportion of smartphone owners in shifted segments 43.5 iPhone 58% iPhone 37.7 BlackBerry 40% BlackBerry 30.5 Windows Phone 24% Windows Phone 38.8 Android 44% Android Base: 30,549 US online adults (18+) Source: North American Technographics® Online Benchmark Survey (Part 2), Q3 2012 (US, Canada)
  13. 13. © 2013 Forrester Research, Inc. Reproduction Prohibited 13 Image source: The New Yorker (cartoonbank.com)
  14. 14. © 2013 Forrester Research, Inc. Reproduction Prohibited 14 Opportunity… › Building mobile engagement
  15. 15. © 2013 Forrester Research, Inc. Reproduction Prohibited 16 Boston Paris
  16. 16. © 2013 Forrester Research, Inc. Reproduction Prohibited 17 The Result: Context-Rich Mobile Engagement Better Customer Experiences The Trillion € slide… Big Customer Data Public-as-a-service Capabilities Smart Products Insight from Devices and Sensors Systems of Record Engagement Social
  17. 17. © 2013 Forrester Research, Inc. Reproduction Prohibited 18 To conclude… › The Age of the Customer approaches › The early opportunity: building mobile engagement
  18. 18. © 2013 Forrester Research, Inc. Reproduction Prohibited 19 In the future, all companies will be software companies.
  19. 19. © 2013 Forrester Research, Inc. Reproduction Prohibited 20 › Learn more about succeeding with empowered customers http://solutions.forrester.com/empowered- customers
  20. 20. Thank you . . . . . . and I hope this was helpful.

×