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Delight 2012 | Keynote by Dave Wieneke

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Dave Wieneke of ISITE Design explains why he has an axe, and opens Delight 2012 with a bang.

Originally presented at Delight 2012, Oct. 10, 2012. http://delight.us/conference

Published in: Business
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Delight 2012 | Keynote by Dave Wieneke

  1. 1. ISITE Design Dave Wieneke @UsefulArts #Delight2012 Dare to Delight
  2. 2. ISITE DesignISITE Design Get your axe on 2
  3. 3. ISITE Design You: Designer 3
  4. 4. ISITE Design @UsefulArts | @ISITE_Design The Future can’t just be decided – but it can be Designed.
  5. 5. ISITE Design The 3 Ds of Delight Decide to Differentiate Executive alignment on brand ideals. Design Experience which manifests brand truth. Deliver Delight Differentiation + Design -> Delight! 5
  6. 6. ISITE Design THE PREMIUM FOR 6 BOLD DECISIONS
  7. 7. ISITE DesignISITE Design Firms associated with ideals have a strong relationship with consumer preference, consideration and choice. 50 top performers out index the S&P 500 by 400%. 7 Distinct Brand Ideals @JimStengel
  8. 8. ISITE Design Delivering happiness through “Wow” service Celebrate journeys of progress and success. Inspire moments of happiness Energize the world Inspire imagination and enrich lives in a world of limitless possibilities. Help human needs and those of the planet be one and the same. Connect people with their most important content anywhere, anytime. Create connections for self- discovery and inspiration. Democratize fashion trends. Celebrate personal authenticity And independence. 8 Transform occasions in to celebrations
  9. 9. ISITE Design Who are you? Why are you here? 9
  10. 10. ISITE Design Flavors of Delight Inspire moments of happiness Happiness via “Wow” service Democratize fashion trends. Create connections for self-discovery and inspiration. Connect people with their most important content anywhere, anytime. Celebrate journeys of progress and success. Inspire imagination and enrich lives in a world of limitless possibilities. Energize the world Celebrate personal authenticity and independence. Help human needs and those of the planet be one and the same. 10 Eliciting Joy Enabling Connection Inspiring Exploration Evoking Pride Impacting Society
  11. 11. ISITE Design Operating Margin Growth in Excess of Competitive Peers 11 Source: IBM, CEOs are expanding the innovation horizon: important implications for CIOs -1 0 1 2 3 4 5 6 Product/service/marketplace innovators Operations innovators Business model innovators Compound Annual Growth Rate Over Five Years
  12. 12. ISITE Design “He that will not apply new remedies must expect new evils. Francis Bacon” 12
  13. 13. ISITE Design CONSUMERS ARE 13 BOSS
  14. 14. ISITE Design Most customer touch points are beyond brand control 39 26 22 28 10 5 21 37 31 12 26 43 Initial-Consideration Set Active Evaluation Closure Store/agent/dealer interactions Past Experiences 14 Source: McKinsey Quarterly 1Based on research conducted on German, Japanese, and US consumers in the following sectors: for initial consideration – autos, auto insurance, telecom handsets and carriers; for active evaluation-auto insurance, telecom handsets; for closure – autos, auto insurance, skin care, and TVs; figures may not sum to 100% because of rounding. Word-of-mouth Online research Offline and/or print reviews Consumer-driven marketing Company-driven marketing Traditional advertising Direct marketing Sponsorship In-store product experience Salesperson contact
  15. 15. ISITE Design Brand and Delivery 15 @ChiefMarTec
  16. 16. ISITE Design Customers Write Ads Ideal: help all women realize their personal beauty potential 16
  17. 17. ISITE Design Document & Support 17 Ideal: move the web forward through tools & services
  18. 18. ISITE Design Affiliate and Gather 18 Ideal: authentic, high-value outdoor products for active consumers
  19. 19. ISITE Design DIGITAL 19 ASPECTS
  20. 20. ISITE Design Why is Digital Leading the CX Push? 20 Source: Q4 2011 Global Customer Experience Peer Research Panel Online Survey 1% 6% 22% 29% 43% 48% 61% 74% 77% None of the above Other Improving the phone self-service customer experience (IVR/speech) Improving the store/branch customer experience Improving the experience of interacting with a call center agent Using communities and other types of social computing Adding or improving mobile customer experiences Improving cross-channel customer experiences Improving the online customer experience “Which of the following are major objectives of your company’s customer experience program in 2012?” Base: 86 customer experience professionals (multiple responses accepted) @RonRogowski @kerrybodine
  21. 21. ISITE Design Balance Complexity 21 Customer Experience Splinternet IntegrationIntegration Channel Search Social Web Aps Data / Seg.Analytics Bus. Plan Brand
  22. 22. ISITE Design M.I.S.T. AMPS 22 DELIGHT
  23. 23. ISITE Design Delightis a change which increases the potential customers see in brands. 23
  24. 24. ISITE Design Mysterious 24
  25. 25. ISITE Design What’s in the Blush Box? 25
  26. 26. ISITE Design Intimate 26
  27. 27. ISITE Design Intimate 27
  28. 28. ISITE Design Sensuous 28 @KRConnect
  29. 29. ISITE Design Trustworthy 29
  30. 30. ISITE Design O – 2 – O – 2 – O OnlineOffline 30
  31. 31. ISITE DesignISITE Design 31
  32. 32. ISITE Design StayTuned Your brand can be featured in a Delight Webinar on using M.I.S.T. 32
  33. 33. ISITE Design Ideas to Use Say less, do more Participation Share your ideals Be your people Listen, be a peer Measuring is listening Simplify Mobile means personal. M.I.S.T. O-2-O-2 Decide – Design – Deliver Delight HT’sL @JimStengel @ChiefMarTech @KRConnect @RonRogowski @kerrybodine Indulge dreams to live 33 delight.
  34. 34. ISITE DesignISITE Design Experience Heroes Dare to Delight 34

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