CIO Day 2012 - Choose your IT glitches wisely

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CIO Day 2012 - Choose your IT glitches wisely, before they destroy your brand value!

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CIO Day 2012 - Choose your IT glitches wisely

  1. 1. 12 November 2012 1   Choose your IT glitches wisely, before they destroy brand value.
  2. 2. Choose your IT glitches wisely, before they destroy brand value. 2  
  3. 3. Choose your IT glitches wisely, before they destroy brand value. 3  
  4. 4. Choose your IT glitches wisely, before they destroy brand value. 4  
  5. 5. Choose your IT glitches wisely, before they destroy brand value. 5   cost ml qty per  cup per  ml per  150ml Starbucks  Soy  Cappuccino 4.70                   473 1 4.70                   0.01                   1.49                   3549% Starbucks  Filter  Coffee 2.20                   473 1 2.20                   0.00                   0.70                   1661% Starbucks  Bag  Beans 6.90                   180                 25 0.28                   0.00                   0.23                   548% Douwe  Egberts  Senseo 3.79                   125                 36 0.11                   0.00                   0.13                   301% Douwe  Egberts  Ground 4.98                   125                 50 0.10                   0.00                   0.12                   285% Euro  Shopper  Ground 1.75                   125                 50 0.04                   0.00                   0.04                   0%
  6. 6. Choose your IT glitches wisely, before they destroy brand value. 6   h)p://www.effec2vebrands.com/  
  7. 7. Choose your IT glitches wisely, before they destroy brand value. 7   h)p://www.isaca.org/COBIT/  
  8. 8. Choose your IT glitches wisely, before they destroy brand value. 8   ? “IT risk can imperil companies' productivity, damage customer relations and ultimately erode trus
  9. 9. Choose your IT glitches wisely, before they destroy brand value. 9   h)p://www.rbs.com/about/business-­‐strategy/business-­‐approach.html  
  10. 10. Choose your IT glitches wisely, before they destroy brand value. 10   h)p://www.telegraph.co.uk/finance/personalfinance/consumer2ps/banking/9358252/RBS-­‐comp
  11. 11. Choose your IT glitches wisely, before they destroy brand value. 11   h)p://www.informa2on-­‐age.com/channels/data-­‐centre-­‐and-­‐it-­‐infrastructure/news/2109793/natwe
  12. 12. Choose your IT glitches wisely, before they destroy brand value. 12   h)p://www.computerworlduk.com/in-­‐depth/infrastructure/3369901/rbs-­‐failure-­‐to-­‐fix-­‐it-­‐systems
  13. 13. Choose your IT glitches wisely, before they destroy brand value. 13   h)p://www.hacw.nhs.uk/about-­‐the-­‐trust/vision-­‐and-­‐values/  
  14. 14. Choose your IT glitches wisely, before they destroy brand value. 14   h)p://www.bbc.co.uk/news/uk-­‐england-­‐hereford-­‐worcester-­‐20235193  
  15. 15. Choose your IT glitches wisely, before they destroy brand value. 15   2011  Research  in  Mo2on  Annual  Report  
  16. 16. Choose your IT glitches wisely, before they destroy brand value. 16  
  17. 17. Choose your IT glitches wisely, before they destroy brand value. 17   h)p://en.wikipedia.org/wiki/Peak%E2%80%93end_rule   Customer Experience Design
  18. 18. Choose your IT glitches wisely, before they destroy brand value. 18   ? Customer Experience Design will show you where.. … IT glitches will destroy brand value over time.
  19. 19. Choose your IT glitches wisely, before they destroy brand value. 19   h)p://www.starbucks.com/about-­‐us/company-­‐informa2on/mission-­‐statement  
  20. 20. Choose your IT glitches wisely, before they destroy brand value. 20   h)p://www.cemcer2fica2on.org/  
  21. 21. Choose your IT glitches wisely, before they destroy brand value. 21   h)p://starbucksgossip.typepad.com/_/2012/03/starbucksa)-­‐want-­‐to-­‐make-­‐sure-­‐you-­‐have-­‐the-­‐ h)p://www.quora.com/Why-­‐is-­‐the-­‐wifi-­‐at-­‐Starbucks-­‐so-­‐spo)y  
  22. 22. Choose your IT glitches wisely, before they destroy brand value. 22  
  23. 23. Choose your IT glitches wisely, before they destroy brand value. 23  
  24. 24. Choose your IT glitches wisely, before they destroy brand value. 24   Choose your IT glitches wisely, before they destroy brand value. Your URGENT assignment: In case you didn’t get the message, remember to:
  25. 25. Choose your IT glitches wisely, before they destroy brand value. 25   Special thanks to: EffectiveBrands for their Marketing Capability Wheel, and Kevin Flood CISSP CISM CISA (www.charlville.com)

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