Why start-ups like UBER, AIRBNB, ZOPA, Tinder are loved bij today’s consumers? Retailers and brands can learn a lot from their approach, vision and social relevance. Let's stop thinking the cliché their success comes from the fact that they are IT geniuses. They are all entrepreneurs who understand the needs of today's consumers. They just use the digital world as a medium. But they will disturb every business, also yours, because they understand customer expectations. In this slideshow, we'll show you how they create answers, solutions and new alternatives to consumer expectations. You also will find a few suggestions that might inspire you as a retailer or brand. Multi-Value by be.linkedin.com/in/philippebosmans/

1. TIPS by MULTI-VALUE
JUNE 2014
5 CUSTOMER EXPECTATIONS
WE CAN DISCOVER FROM UBER, AIRBNB, ZOPA, TINDER and others

2. *used images are royalty free as far we can know,
if not please inform multi-value and we will remove the image within 4 days.

3. *used images are royalty free as far we can know,
if not please inform multi-value and we will remove the image within 4 days.

5. *used images are royalty free as far we can know,
if not please inform multi-value and we will remove the image within 4 days.

6. Let’s try to find the
secrets
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if not please inform multi-value and we will remove the image within 4 days.

7. Why
did you last recommend
a store or brand
to a friend or
colleague?
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if not please inform multi-value and we will remove the image within 4 days.

8. REASON CAN BE1
BECAUSE A PRODUCT / SERVICE HAS
better quality
or functionality
THAN THE EXPERIENCES YOU HAD BEFORE

9. What can we learn from start-ups,
apps and online innovation about
better quality
or functionality
Go keyless
Stats about your rides
Find my bike.
http://bitlock.co/
A learning thermostat
reduces costs.
https://nest.com/
The light bulb
reinvented.
http://lifx.co
User enrichment

10. BECAUSE A PRODUCT / SERVICE WAS
easier or faster
THAN THE EXPERIENCES YOU HAD BEFORE
REASON CAN BE2

11. What can we learn from start-ups,
apps and online innovation about
easier and faster
Check your health as
easily as your email.
https://www.scanadu.com/
Consumer friendliness
Let you drive easily by
people.
https://www.uber.com/
Easily rent from people.
https://www.airbnb.com/

12. BECAUSE OF BETTER
advice or support
THAN THE EXPERIENCES YOU HAD BEFORE
REASON CAN BE3

13. What can we learn from start-ups,
apps and online innovation about
advice or support
Correct advice to lose
weight.
http://www.weightwatchers.co.uk
Great support and right advice
Advice and support for
farmers without Internet.
http://wefarm.info/
Explore new places easily.
No commercial places,
but tips from people.
http://routes.tips/

14. BECAUSE YOU FELT
more connected
or it is more accessible
THAN THE EXPERIENCES YOU HAD BEFORE
REASON CAN BE4

15. What can we learn from start-ups,
apps and online innovation about
more connected
or it is more accessible
Find a space in a car
driving to the party
you want to go too.
http://www.heetch.com/
Uncomplicated connected
Connect with someone
who will really listen.
Respecting your
privacy.
http://www.7cupsoftea.com/
Like, chat and date.
http://www.gotinder.com/

16. BECAUSE YOU
trust them more
THAN THE EXPERIENCES YOU HAD BEFORE
REASON CAN BE4

17. What can we learn from start-ups,
apps and online innovation about
trusted more
Currency exchange
with no fees. No
surprises about hidden
costs.
http://www.properswap.com/
Trust needs transparency
Get a loan from people
or lend to people. No
vague bank costs.
http://www.zopa.com/
By supporting projects
from people you know
where your money goes.
http://www.trevolta.com/

18. Why?
User enrichment needs innovation
Consumer-friendliness needs simplicity
Great support and right advice leads to credibility
Uncomplicated connections need privacy
Trust needs transparency

19. Successful
start-ups, apps or
online innovations
capture the hearts
of consumers
because they
make these
5 reasons part of
their DNA.

20. tipsto stretch
consumer-
friendliness
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21. Better quality
or functionality
Do people believe you have innovative products?
Do people believe you are up-to-date?
Do people discover something new when they come back?
Do people know their personal benefits your product(s) will give them?
Easier
or faster
How easy is it to use your product(s)?
How easy is it to check availability of a product in a specific store?
How easy is it to find cross-selling products?
How fast can a customer check out in a store?

22. Advice
or support
Do you use the advice and support power of other customers?
Do customers have easy and fast access to support?
Do customers get advice when they want it?
More connected
or its more accessible
Do your customers feel connected to each other?
Do people have easy access to your products/store?
Are people that proud to be your customer that they will share it?
Do customers believe you respect/protect their privacy?

23. Trust
Do people believe they can trust your products?
Do people believe they can trust your prices?
Do people know they will not be charged hidden costs?
Do people know they can stop when they want, without costs?

24. IT’S IMPORTANT TO FOLLOW
TODAY’S CUSTOMER EXPECTATIONS,
BUT IT’S MORE IMPORTANT TO
COMMUNICATE ABOUT WHAT YOU DO
ABOUT CONSUMER-FRIENDLINESS!
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if not please inform multi-value and we will remove the image within 4 days.

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