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Resilient Loyalty by Dan McClure

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Dan McClure presents Resilient Loyalty at the ThoughtWorks Paradigm Shift conference in Austin, TX in 2014

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Resilient Loyalty by Dan McClure

  1. 1. RESILIENT LOYALTY Developing Relationships that can survive the 21st Century
  2. 2. Broken Love
  3. 3. Trusted Brands
  4. 4. Maslow
  5. 5. Limited Information FEAR
  6. 6. Fearless
  7. 7. Rewards
  8. 8. 8 Bribery
  9. 9. 9 AVARICE
  10. 10. “Heav’n has no Rage, like Love to Hatred turn’d, Nor Hell a Fury, like a Woman scorn’d” William Congreve | The Mourning Bride, Act III
  11. 11. Travelers frustrated with their primary hotel programs are projected to move more than in spending this year to competing programs. Is Hilton HHonors attempting to be sneaky here? Flyertalk.com $10 BILLION NY Times reporting on a CG42 Loyalty Study
  12. 12. Commodified Saturated Stable
  13. 13. More stamps than the US Post Office
  14. 14. 14 Change Is Here
  15. 15. 17
  16. 16. THE HEDGEHOG IS DEAD Disrupters enter the market better, cheaper and more customized
  17. 17. nicer easier predicable right price
  18. 18. Greatest Economic Disruption of All Time Richard Florida Big.Fast. Devastating
  19. 19. 21 Resurrecting the Lost Art of Individual Loyalty
  20. 20. Big Data Ubiquitous Touch Cloud Unlimited Insight Engage Anywhere Infinite Toolkit
  21. 21. Rewards
  22. 22. Loyalty
  23. 23. Competing For Your Health
  24. 24. 27
  25. 25. 29
  26. 26. 30
  27. 27. 31 Data Is Useless Without Context Nate Silver | The Signal and the Noise
  28. 28. UBIQUITOUS TOUCH
  29. 29. In 2014, 36% of global consumers are willing to share their current location with retailers via GPS That’s almost double the number who were in 2013. IBM, January 2014/ trendwatching.com
  30. 30. dream BIGGER dreams
  31. 31. Nike| Mechanic | Department Store | Artist | Teacher | Advisor Doctor INFINITE TOOLKIT Health Club Organic Grocer Running Partner Nutritionist The Dog lululemon
  32. 32. The time for transformation is cut in half and still falling Larry Downes / Paul Nunes Serial Value Innovators
  33. 33. BIG DATA
  34. 34. 40 Phone – Reservations tonight When? – after sunset Weather – rain Restaurant – lighting report Closet – knows the dress Time arrived home – in a rush Right makeup choice Mirror recognition / guidance Dark table! / Sweat! UPDATE!
  35. 35. 41 Adults follow paths… children explore Neil Gaiman | The Ocean at the End of the Lane
  36. 36. 3 READS FOR CREATIVE MARKET DISRUPTION 42 Dan McClure dmcclure@thoughtworks.com

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