5. The communication industry is doing the same thing it has been doing for
the last fifty years.
George Lois - advertising Paul Rand - design Bill Bernbach - public relations
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THEGAP
7. WIRED UK: If you had to list some industries right now that are in either a state of disruptive crisis or will be soon, what would they be?
Journalism, certainly, and publishing, broadly.
Anything supported by advertising. That all
of this is being disrupted is beyond question.
- Clayton Christensen, Professor of Business Administration at the Harvard Business School,
Awarded the Number 1 Management Thinker in the World
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THEGAP
20. Image by Jonas K on Flickr.com
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Business
Customer
Centricity
21. "Customer centricity is not a new concept, but it has taken on increasing importance in today's business
environment, marked by the empowered consumers who want to interact with a brand on their own terms.
For many organizations, the challenge lies in finding innovative ways to capture the "voice of the customer"
and infuse customer insight across all business functions, from the point of sale to the call centre, in
order to create business value."
- Voice of the customer, whose job is it, anyway? -
SAS Institute and The Economist Intelligence Unit
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Business
Customer
Centricity
25. This is not the first time:
"every century or so, fundamental changes in the nature
of consumption create new demand patterns that
existing enterprises can't meet."
- Shoshana Zuboff, McKinsey Quarterly -
[its not about you - its the market that changes, businesses can get busy or get protective]
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Business
Newdemand
patterns
32. Sharp increases in higher education, standards of living, social complexity, and
longevity over the past century gave rise to a new desire for individual self-
determination: having control over what matters, having one’s voice heard, and
having social connections on one’s own terms.
- Shoshana Zuboff
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Business
Newdemand
patterns
33. Image by Den (Digital Erfgoed Nederland) on Flickr.com
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Business
Newdemand
patterns
35. Image by Lotus Carroll on Flickr.com
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Business
Newdemand
patterns
36. HMV and Jessops are both in administration.
It’s not that people don’t want to buy
things, rather .. they want more than just
to buy things
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37. proof!
“Whether physically or through connected technologies, shopping
is still best experienced socially”
- PSFK Future of Retail report
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Business
Newdemand
patterns
42. Customers are more interested in a company's
integrity and engagement than their products.
- Edelman Trust Barometer -
Weareseeingthatwherecompaniesmeetpeoplearethroughtheirproducts,butwheretheymeansomethingis
thorughtheircommunicationthereisagapandanopportunityhere
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Business
Products
andbusiness
design
45. Technology doesn't solve problems, it creates new ones.
Technology invites people to change their habits and behavior - that's what it has always done. Our problems, and
especially in communications, is when we try to force new technology to solve old problems, or force it to prove its worth
while doing stuff it can't do. or the other way around - use old technology to solve new problems - without adjusting it first.
Image by Stuck in Customs on flickr.com
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Technology
46. We think of technology as digital communications technology,
but that is just a small - and one of the most recent forms of technology.
Technology is (almost) the
consequence of all human
creation. It's all around us:
bread, chairs, asphalt, shoes, pillows, coffee ...
Image by Claudio.Ar on flickr.com
47. Almost everything has at one point been
a technology, but what happens is that
people adjust, and then we redesign the
technology to accommodate this. So the
technology creates a new need, and then
we redesign the technology to this need.
Nobody used to sit on their sofa just staring at the wall, that is
something we've started doing after we got the TV. It used to be
the case that people could bore themselves for two minutes -
now we have our mobile phones.
48. The consequence of all new technology is change, and it is change people
resist. Few people have anything against technology itself (that would be similar
to opposing water, our lunges or outer space). What people react to is change.
(And then its good to know that the old stuff always survives).
Image by caste_aka_adrem on flickr.com
Technology
49. Image by caste_aka_adrem on flickr.com
What people, your customers, care about is change, technology is the stuff that makes change possible.
Instead of opposing or embracing technology we have to understand that technology itself is
not interesting - its the change in habits and behaviors we have to study - and understand if
the consequence of new technology brings about new opportunities or new challenges.
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Technology
50. "If you have the whole world available through this box, why on
earth would you sit there staring out the window inside a tunnel?"
- my sister -
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Technology
51. Technology is about people and change,
more opportunities and choice
- not 1's and 0's -
Image by Tau Zero on flickr.com @congbo
Technology
54. Putting the purpose, customer promise and positioning at the center of the
company's customer experience demands that opportunities proposed by
technology, people or market get filtered by the brand.
Image by mark knol on Flickr.com
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