For businesses of any size, in every category, customer expectations are at an all-time high. At GoKart Labs’ 2017 Client Summit, co-founder Don Smithmier delivered an overview of how great, seamless digital experiences are what can make or break a brand in the Age of the Customer.
12. 11
TEXT
EQUAL PARTS
SPIRIT OF AN
ENTREPRENEUR
RIGOR OF WORLD’S
BEST BRANDS
BUSINESS INCUBATOR INNOVATION LAB
BUILD AND LAUNCH
OUR OWN STARTUPS
IMPROVE DIGITAL
EXPERIENCES FOR CLIENTS
13. 12
TEXT
EQUAL PARTS
SPEED SCALE
SPIRIT OF AN
ENTREPRENEUR
RIGOR OF WORLDS
BEST BRANDS
BUSINESS INCUBATOR INNOVATION LAB
BUILD AND LAUNCH
OUR OWN STARTUPS
IMPROVE DIGITAL
EXPERIENCES FOR CLIENTS
14. 5 BUSINESSES IN 8 YEARS
$16M IN VENTURE FUNDING
2 EXITS
2 DEATHS
1 STORY IN PROGRESS
BUSINESS INCUBATION - NOT JUST A HOBBY
13
16. 15
ACQUIRED
IN 2012
ACQUIRED
IN 2015
SERIES A
18 FTE’S
CURRENTLY WORKING WITH SOME
OF THE WORLD’S BIGGEST BRANDS
I’M THE FOUNDER/CO-FOUNDER OF 3 OF GOKART’S VENTURES
17. INNOVATION LAB - NOT YOUR AVERAGE CHALLENGES
16
BE OUR
MOBILE TEAM
CO-FOUND A
NEW VENTURE
IMPROVE THE
HEALTH OF
OUR 300,000
EMPLOYEES
TRANSFORM BUSINESS
MODEL AND DIGITAL
PRODUCTS TO SUPPORT
NEW GROWTH
HELP US BECOME THE
DIGITAL LEADER IN
HIGHER EDUCATION
27. IN 2016, EVERYTHING CHANGED
23
1900 1960 1990 2010
Age of manufacturing Age of the customerAge of InformationAge of distribution
MOBILE DROVE
MASSIVE CHANGE
2007
28. IN 2016, EVERYTHING CHANGED
24
Age of the customer
2007 202220162014
The Mobile Tipping Point
29. IN 2016, EVERYTHING CHANGED
25
1900 1960 1990 2010
Age of manufacturing Age of the customerAge of InformationAge of distribution
MOST ORGS DESIGNED
TO SUCCEED HERE
43. WE ARE ALL DIGITAL STARTUPS NOW
AT GOKART, WE BELIEVE
44. 40
IN THE AGE OF THE CUSTOMER,
YOU DON’T WIN ON PRICE,
PLACEMENT, OR PRODUCT.
WE BELIEVE
45. 40
IN THE AGE OF THE CUSTOMER,
YOU DON’T WIN ON PRICE,
PLACEMENT, OR PRODUCT.
YOU WIN WITH BETTER EXPERIENCES.
WE BELIEVE
46. 41
WE’RE NOT ALONE IN THIS BELIEF
“BY 2020, CUSTOMER EXPERIENCE
IS PREDICTED TO OVERTAKE
PRODUCT AND PRICE AS THE KEY
BRAND DIFFERENTIATOR”
- GARTNER
47. 42
“50% OF CONSUMER PRODUCT
INVESTMENT IS EXPECTED TO BE
REDIRECTED TO CUSTOMER
EXPERIENCE INNOVATIONS”
CORPORATE INVESTMENT IS SHIFTING RAPIDLY
- GARTNER
49. 4444
DISRUPTORS ARE COMING FROM ALL SIDES, QUICKLY.
1
2
YOUR DIGITAL EXPERIENCE IS YOUR BRAND.
3
YOUR COMPETITION ISN’T WHO IT USED TO BE.
THE AGE OF THE CUSTOMER
4
YOU NEED TO ORGANIZE FOR ACTION & SPEED.
50. 110,000,000
5 YEARS OLD
$500M VALUATION
GLOBAL LANGUAGE LEARNERS
1,300,000
8 YEARS OLD
$66B VALUATION
RIDES PER DAY
100,000,000+
7 YEARS OLD
$30B VALUATION
NIGHTS BOOKED IN 2016
45
DISRUPTORS ARE COMING FROM ALL SIDES, QUICKLY.
54. HOW MIGHT A MORE MATURE
ORGANIZATION BE INNOVATIVE?
49
55. 5050
DISRUPTORS ARE COMING FROM ALL SIDES, QUICKLY.
1
2
YOUR DIGITAL EXPERIENCE IS YOUR BRAND.
3
YOUR COMPETITION ISN’T WHO IT USED TO BE.
WE HOPE TO LEAVE YOU WITH
4
YOUR APPROACH NEEDS TO EVOLVE.
56. 5050
1
2
YOUR DIGITAL EXPERIENCE IS YOUR BRAND.
3
YOUR COMPETITION ISN’T WHO IT USED TO BE.
WE HOPE TO LEAVE YOU WITH
4
YOUR APPROACH NEEDS TO EVOLVE.
A BETTER WAY TO ASSESS POTENTIAL DISRUPTORS
57. 5050
1
2
3
YOUR COMPETITION ISN’T WHO IT USED TO BE.
WE HOPE TO LEAVE YOU WITH
4
YOUR APPROACH NEEDS TO EVOLVE.
A BETTER WAY TO ASSESS POTENTIAL DISRUPTORS
METHODS TO CREATE LOVABLE EXPERIENCES
58. 5050
1
2
3
WE HOPE TO LEAVE YOU WITH
4
YOUR APPROACH NEEDS TO EVOLVE.
A BETTER WAY TO ASSESS POTENTIAL DISRUPTORS
METHODS TO CREATE LOVABLE EXPERIENCES
WAYS TO DIFFERENTIATE FROM YOUR COMPETITION
59. 5050
1
2
3
WE HOPE TO LEAVE YOU WITH
4
A BETTER WAY TO ASSESS POTENTIAL DISRUPTORS
METHODS TO CREATE LOVABLE EXPERIENCES
WAYS TO DIFFERENTIATE FROM YOUR COMPETITION
A NEW AND ACTIONABLE APPROACH