"Connected Customer Experiences"
•
0 likes•66 views
Slides from Jon Bird's presentation at Inside Retail Live, Sydney Australia March 2017
Recommended
Recommended
More Related Content
Similar to "Connected Customer Experiences"
Similar to "Connected Customer Experiences" (20)
Recently uploaded
Recently uploaded (20)
"Connected Customer Experiences"
- 3. 3
- 6. 6
- 8. 8
- 11. 11
- 12. 12 “ S U B S TA N T I A L D O U B T ”
- 13. “ N O T I N A S T E A D Y S TAT E ”
- 14. U S P H Y S I C A L R E TA I L S A L E S O V E R T H A N K S G I V I N G W E E K E N D D O W N 2 - 4 %
- 15. O N L I N E S A L E S O V E R T H A N K S G I V I N G , B L A C K F R I D AY, C Y B E R M O N D AY + 1 5 % B L A C K F R I D AY O N L I N E T R A F F I C > S T O R E S 1 1 0 M v s 9 9 M
- 16. N O T B L A C K F R I D AY, “ C O U C H F R I D AY ” 5 5 % O F V I S I T S , 3 6 % O F S A L E S M O B I L E
- 17. 4 0 % O F W E E K E N D H O L I D AY S A L E S , U S $ 5 B I L L I O N O V E R T H E “ T U R K E Y F I V E ”
- 20. A B
- 22. 22 CONNECTED CUSTOMER EXPERIENCES 2 AMAZON - DRIVING THE CHANGING WAY WE SHOP 3 STARBUCKS - LEVERAGING THE CHANGING WAY WE PAY 1 FORD - RESPONDING TO THE CHANGING WAY WE MOVE 4 DIGITAL - EPITOMISING THE CHANGING WAY WE CONNECT
- 24. 巴士 小猪巴士 THE WAY PEOPLE MOVE IS CHANGING… The automotive industry is being disrupted by mobility companies that offer unique models in business, sales, design, and marketing.
- 25. 900 4.5 + IN VEHICLE/MOBILITY EXPERIENCES. HRS/YR HRS/YR DURING BUYING & OWNING.
- 26. A PERSON’S MOBILITY IS AS UNIQUE AS THEY ARE. THE INSIGHT:
- 27. 27 HOW DOES FORD BECOME YOUR PERSONALIZED PARTNER FOR ANY JOURNEY? THE CHALLENGE:
- 29. FORD SECRET FordHub A SMARTER WAY FOR ME TO MOVE.
- 30. 30 An automobile company FR TO An automobile & mobility company
- 31. CORE BUSINESS EMERGING OPPORTUNITIES CARS UTILITIES TRUCKS FINANCING FORD SMART MOBILITY C O N N E C T E D C O N S U M E R E X P E R I E N C E
- 32. 32
- 33. FORDGUIDES: PERSONAL TRAVEL CONCIERGES REMOTE VEHICLE CONTROLS REAL-TIME PARKING AVAILABILITY AND RESERVATIONS LIVE VEHICLE DIAGNOSTICS PERSONAL JOURNEY ASSISTANT FORDPAY PARTNER REWARDS PROGRAM CAR SHARING
- 43. 43
- 44. Ford • Purchase a car, or not • Download FordPass • Owners - control your vehicle, benefits, earn rewards • Non-owners - experience Ford, benefits, rewards • FordHub - physical experience
- 45. FORD SECRET FordHub A SMARTER WAY FOR ME TO MOVE.
- 48. 48
- 49. 4 4 % + O F A L L U S H O U S E H O L D S A M A Z O N P R I M E M E M B E R S I m a g e s o u r c e : G e e k w i r e
- 50. 50 “I’M IN A MONOGAMOUS RELATIONSHIP WITH AMAZON PRIME.” AMAZON PRIME MEMBER
- 52. 60-65% OF US PURCHASING POWER CONTROLLED BY OR INFLUENCED BY AMAZON
- 53. 53 “THE MOST IMPORTANT PERSON IN THE ROOM”
- 57. I m a g e s o u r c e : i b t i m e s . c o m
- 61. 61
- 62. I m a g e s o u r c e : A m a z o n F r e s h
- 65. 65
- 66. “ P E R P E T U A L M O M E N T O F T R U T H ”
- 67. Amazon • Product search on Amazon • Prime Membership - 30 Day Free Trial • Free Two Day Delivery • Re-ordering via Alexa • Sign up to other Amazon Services
- 68. “THE MOST SUCCESSFUL LAUNCH OF A NEW PAYMENT TYPE IN HISTORY.” Richard Crone, Crone Consulting LLC 68
- 69. 69
- 70. 70
- 71. 71
- 72. 72
- 75. 75
- 78. 78
- 79. Starbucks • Free drink to trial the app • Personalised offers • Order ahead • Recognition • Third Place • Mobile Pay • Rewards
- 81. 81
- 82. 82
- 87. IN SUMMARY
- 88. A B
- 90. 90 CONNECTED CUSTOMER EXPERIENCES 2 AMAZON - DRIVING THE CHANGING WAY WE SHOP 3 STARBUCKS - LEVERAGING THE CHANGING WAY WE PAY 1 FORD - RESPONDING TO THE CHANGING WAY WE MOVE 4 DIGITAL - EPITOMISING THE CHANGING WAY WE CONNECT
- 91. THANK YOU