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#mktcee / @nixonmcinnes / @jennilloyd
To change your market impact
you need to change yourself
Customer Experience Evoluti...
#mktcee / @nixonmcinnes / @jennilloyd
Jenni Lloyd
@jennilloyd
nixonmcinnes.co.uk
Sara Lloyd
@babyjuggler
panmacmillan.co.u...
#mktcee / @nixonmcinnes / @jennilloyd
About NM
Great companies
are communities
of purpose
#mktcee / @nixonmcinnes / @jennilloyd
Obligatory logo slide
#mktcee / @nixonmcinnes / @jennilloyd
First things first
Tell the person next to you about
the most recent customer
experi...
#mktcee / @nixonmcinnes / @jennilloyd
We are all
customers
#mktcee / @nixonmcinnes / @jennilloyd
Today
1. Setting the scene:
the New Normal
2. Case study:
putting readers at the hea...
#mktcee / @nixonmcinnes / @jennilloyd
VUCA
#mktcee / @nixonmcinnes / @jennilloyd
Volatile
Uncertain
Complex
Ambiguous
#mktcee / @nixonmcinnes / @jennilloyd
Welcome to the
New Normal
#mktcee / @nixonmcinnes / @jennilloyd
VUCA Prime
Volatile
Uncertain
Complex
Ambiguous
Vision
Understanding
Clarity
Agility...
#mktcee / @nixonmcinnes / @jennilloyd
MAKE THINGS
PEOPLE WANTthanks to John V Willshire / @willsh
#mktcee / @nixonmcinnes / @jennilloyd
No longer B2C
but H2H:
human-to-human
thanks to Bryan Kramer / PureMatter
#mktcee / @nixonmcinnes / @jennilloyd
Nunwood’s 6 Pillars of Customer
Experience Excellence
Personalisation / Integrity /
...
#mktcee / @nixonmcinnes / @jennilloyd
Which pillar is your company’s strongest
point? And weakest?
Personalisation / Integ...
#mktcee / @nixonmcinnes / @jennilloyd
The Pan Macmillan Reader
Engagement Programme
VUCA!
Why?
#mktcee / @nixonmcinnes / @jennilloyd
What
• Readers at the heart
• Decisions based on insight
• Demonstrate value
#mktcee / @nixonmcinnes / @jennilloyd
Respond to external
disruption
with managed
internal disruption
#mktcee / @nixonmcinnes / @jennilloyd
Pan
Macmillan
ReaderReaderRetailer PlatformAuthorAuthor
How: Changing relationships
#mktcee / @nixonmcinnes / @jennilloyd
Pan
Macmillan
ReaderReaderRetailer Platform AuthorAuthor
How: Changing relationships
#mktcee / @nixonmcinnes / @jennilloyd
desirable
(human)
viable
(business)
feasible
(technical)
innovation
thanks to Ideo.c...
#mktcee / @nixonmcinnes / @jennilloyd
How: collaboration via the REG
PR
Marketing
Analytics
Editorial – Children’s
Editori...
#mktcee / @nixonmcinnes / @jennilloyd
Outcomes
Innovation
Collaboration
Customer focus
Agility
#mktcee / @nixonmcinnes / @jennilloyd
Takeaways
1. You can’t change your market
impact without changing
yourself
#mktcee / @nixonmcinnes / @jennilloyd
Takeaways
1. You can’t change your market
impact without changing
yourself
2. Get to...
#mktcee / @nixonmcinnes / @jennilloyd
Takeaways
1. You can’t change your market
impact without changing
yourself
2. Get to...
#mktcee / @nixonmcinnes / @jennilloyd
@jennilloyd / @babyjuggler
Thank you!
Any questions?
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"To change your market impact you first need to change yourself" / presented at Customer Experience Evolution, London, March 2014

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Jenni Lloyd of NixonMcInnes and Sara Lloyd of Pan Macmillan explore the "new normal" market environment through the lens of Pan Macmillan's radical realignment to put readers at the heart of their business.

http://www.marketingmagazine.co.uk/customer-experience-evolution/agenda

Published in: Business
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"To change your market impact you first need to change yourself" / presented at Customer Experience Evolution, London, March 2014

  1. 1. #mktcee / @nixonmcinnes / @jennilloyd To change your market impact you need to change yourself Customer Experience Evolution / March 2014
  2. 2. #mktcee / @nixonmcinnes / @jennilloyd Jenni Lloyd @jennilloyd nixonmcinnes.co.uk Sara Lloyd @babyjuggler panmacmillan.co.uk Hello!
  3. 3. #mktcee / @nixonmcinnes / @jennilloyd About NM Great companies are communities of purpose
  4. 4. #mktcee / @nixonmcinnes / @jennilloyd Obligatory logo slide
  5. 5. #mktcee / @nixonmcinnes / @jennilloyd First things first Tell the person next to you about the most recent customer experience you had… What made it good or bad?
  6. 6. #mktcee / @nixonmcinnes / @jennilloyd We are all customers
  7. 7. #mktcee / @nixonmcinnes / @jennilloyd Today 1. Setting the scene: the New Normal 2. Case study: putting readers at the heart of Pan Macmillan 3. Takeaways: things to do tomorrow
  8. 8. #mktcee / @nixonmcinnes / @jennilloyd VUCA
  9. 9. #mktcee / @nixonmcinnes / @jennilloyd Volatile Uncertain Complex Ambiguous
  10. 10. #mktcee / @nixonmcinnes / @jennilloyd Welcome to the New Normal
  11. 11. #mktcee / @nixonmcinnes / @jennilloyd VUCA Prime Volatile Uncertain Complex Ambiguous Vision Understanding Clarity Agility thanks to Bob Johansen / Institute of the Future
  12. 12. #mktcee / @nixonmcinnes / @jennilloyd MAKE THINGS PEOPLE WANTthanks to John V Willshire / @willsh
  13. 13. #mktcee / @nixonmcinnes / @jennilloyd No longer B2C but H2H: human-to-human thanks to Bryan Kramer / PureMatter
  14. 14. #mktcee / @nixonmcinnes / @jennilloyd Nunwood’s 6 Pillars of Customer Experience Excellence Personalisation / Integrity / Respect time & effort / Expectations / Resolution / Empathy
  15. 15. #mktcee / @nixonmcinnes / @jennilloyd Which pillar is your company’s strongest point? And weakest? Personalisation / Integrity / Respect time & effort / Expectations / Resolution / Empathy Discuss
  16. 16. #mktcee / @nixonmcinnes / @jennilloyd The Pan Macmillan Reader Engagement Programme VUCA! Why?
  17. 17. #mktcee / @nixonmcinnes / @jennilloyd What • Readers at the heart • Decisions based on insight • Demonstrate value
  18. 18. #mktcee / @nixonmcinnes / @jennilloyd Respond to external disruption with managed internal disruption
  19. 19. #mktcee / @nixonmcinnes / @jennilloyd Pan Macmillan ReaderReaderRetailer PlatformAuthorAuthor How: Changing relationships
  20. 20. #mktcee / @nixonmcinnes / @jennilloyd Pan Macmillan ReaderReaderRetailer Platform AuthorAuthor How: Changing relationships
  21. 21. #mktcee / @nixonmcinnes / @jennilloyd desirable (human) viable (business) feasible (technical) innovation thanks to Ideo.com How: Test & Learn strategy
  22. 22. #mktcee / @nixonmcinnes / @jennilloyd How: collaboration via the REG PR Marketing Analytics Editorial – Children’s Editorial - Adult Digital Sales 15
  23. 23. #mktcee / @nixonmcinnes / @jennilloyd Outcomes Innovation Collaboration Customer focus Agility
  24. 24. #mktcee / @nixonmcinnes / @jennilloyd Takeaways 1. You can’t change your market impact without changing yourself
  25. 25. #mktcee / @nixonmcinnes / @jennilloyd Takeaways 1. You can’t change your market impact without changing yourself 2. Get to know your customers as people, not just as data
  26. 26. #mktcee / @nixonmcinnes / @jennilloyd Takeaways 1. You can’t change your market impact without changing yourself 2. Get to know your customers as people, not just as data 3. No one of us is smarter than all of us
  27. 27. #mktcee / @nixonmcinnes / @jennilloyd @jennilloyd / @babyjuggler Thank you! Any questions?

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