The Connected Customer 2012 ANZIIF Claims Convention - August 2012

The Connected CustomerClaims Convention 2012August 2012 g The Future 2

3DigitalDi it lDarwinism Reference: Brian Solis

It is not the strongest that survive, i t th t t th t i nor the most intelligent intelligent, but the one most responsive to….. change - Charles Darwin Measuring the Digital World 1 Asia-Pacific holds 41% of world’s internet population 2 eCommerce sales are posting double digit gains 3 Viewed 243 videos with viewing time of 21hr 22 mins 4 Mobile to eclipse desktop internet usage by 2014 5 Digital advertising to exceed ~$75 Billion by 2016 6 ~75% of ads will be socially enabled by 2015 7 >60% access social networks daily via smartphonesReference: Various Sources

The Future is Now 7Gamification

GamificationGamification

GamificationEntertainment

13Sports

SocialympicsSocialympics

SocialympicsShowrooming

Showrooming…..the act of examining merchandise i a b i k th t f i i h di in bricksand mortar retail store without purchasing it there,then shopping online to find a lower price for the same item Reference: Wikipedia

Mobile 25 26

Mobile AppsMobile Apps

Mobile Advertisingm-Commerce

Social 32

Zuckerberg’s LawBy The Numbers900+ Million Users500+ Million Daily Users4th Largest Website - Unique Daily VisitsAnnual Revenue of $4.2B in 2011 $4 2BControl 28% of Total OC % f Online Ad S SpendMcDonalds Market Value is $95.6B

More Addictive Than….Visual Content

www.northcotehouse.com.auVirgin America Mobile Year in Review 2011 (cut).wmv

The Connected Customer 39Generation C

41The New Marketing Playbook Product Experience p Place Everyplace Price Exchange Promotion Evangelism g

The New Marketing Playbook Product Experience p Place Everyplace Price Exchange Promotion Evangelism gThe New Sales Funnel

Innovation & Customer ExperienceCreativity + Execution = $$$ Attract customers Convert leads Retain customers Grow customersSocial Enterprise 4 Major Disciplines for the Social Enterprise p Reference: Salesforce

The Benchmark Reference: SalesforceIntermediated Insurance

Getting SocialSocially Active

Socially ActiveSocially Active

Becoming MobileBecoming Mobile

Socially ActiveSocially Active

Socially ActiveGetting Social

Getting SocialGetting Social

Social Media 2012 1 Becoming a truly social enterprise – internal & external 2 Gain valuable business insights by listening intelligently 3 Crowdsourcing fresh ideas from biggest influencers 4 More than just text – expanding interactive media 5 Using social in a crisis to turn the frustrated into fans 6 Enhancing metrics & measures to align to business goals 7 Developing targeted lead generation programsSocial Media Monitoring

More B2B eBusiness Solutions Online Online Quoting Claims Tools Capability New Products CGU via Portal CGU ConnectWhat Can I Do?

Be Part of the Evolution Evolution…

The Connected Customer 2012 ANZIIF Claims Convention - August 2012

by Scott Gunther on Aug 05, 2012

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The Connected Customer 2012 ANZIIF Claims Convention - August 2012 Document Transcript