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Innotribe Sibos 2015: Creating participation commerce experiences at scale

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This is the long-form version of the slides I presented today during the 'Voice of the customer 3.0' session at Innotribe Sibos in Singapore.

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Innotribe Sibos 2015: Creating participation commerce experiences at scale

  1. 1. — NEW OPPORTUNITIES FOR FUTURE AWARE BUSINESS LEADERS — NEW POSSIBILITIES FOR CUSTOMER EXPERIENCE FOCUSED INNOVATORS Steve Jennings • Innotribe Sibos • 15 October, 2015 • Singapore Creating participation commerce experiences at scale
  2. 2. FINDING PURPOSE AND DESTINATION
  3. 3. questions you need to be asking
  4. 4. Do you really know what your customers think about you?
  5. 5. Do you know which customer emotions are key to your future growth?
  6. 6. Who do your customers want you to become?
  7. 7. PARTICIPATION COMMERCE SYSTEM
  8. 8. Re-imagination of products, services, operations, KPI’s
  9. 9. DISCOVERY PRODUCT & MARKETING IDEAS SUBMITTED BY CONSUMERS, FANS, ADVOCATES
  10. 10. COLLABORATIVE PRODUCT & MARKETING CHALLENGES TO CONSUMERS, FANS, ADVOCATES
  11. 11. INTERNAL CONTINUOUS IMPROVEMENT THROUGH EMPLOYEE PARTICIPATION
  12. 12. EXTERNAL ACCESS & INTEGRATION TO 3RD PARTY NETWORKS, E.G. MAKER COMMUNITIES
  13. 13. PARTICIPATION COMMERCE Procurement • Supply Chain Human Resources • Customers Services • Logistics Communications • Employees
  14. 14. A network gives you reach TED RUBIN
  15. 15. A community gives you power TED RUBIN
  16. 16. MAKING BUSINESS MORE HUMAN
  17. 17. The user experience determines the interaction
  18. 18. INFORM AND EDUCATE REASSURE ME ABOUT MY PERSONAL CONCERNS SOURCE: THE EARNED BRAND. EDELMAN, 2015
  19. 19. HAVE A PURPOSE REASSURE ME ABOUT MY SOCIETAL CONCERNS SOURCE: THE EARNED BRAND. EDELMAN, 2015
  20. 20. LIVE YOUR CHARACTER SHOW ME HOW I CAN PARTICIPATE IN YOUR BRAND SOURCE: THE EARNED BRAND. EDELMAN, 2015
  21. 21. MAKE YOUR MARK INSPIRE ME BY DOING SOMETHING NEW AND DIFFERENT SOURCE: THE EARNED BRAND. EDELMAN, 2015
  22. 22. THE AGE OF RADICAL TRANSPARENCY
  23. 23. Trust is a business imperative
  24. 24. believe brands are only innovating to make money SOURCE: THE EARNED BRAND. EDELMAN, 2015
  25. 25. trust a brand more if it’s easy to review its products and services SOURCE: THE EARNED BRAND. EDELMAN, 2015
  26. 26. are not buying from a brand because of privacy, security, trust, environmental concerns SOURCE: THE EARNED BRAND. EDELMAN, 2015
  27. 27. Employee engagement is a competitive advantage
  28. 28. of your employees are disengaged SOURCE: GALLUP
  29. 29. cost to employers in productivity (USA) SOURCE: GALLUP
  30. 30. Compensation attracts talent but has limited impact on employee participation and effort SOURCE: GALLUP
  31. 31. THE LIGHT AT THE END OF THE TUNNEL
  32. 32. recommendations
  33. 33. 1. RELEVANCE Don’t just ride shifts in culture, contribute to them.
  34. 34. 2. EQ Tapping in to your customers emotional needs is one of the keys to your future growth and survival.
  35. 35. 3. PARTICIPATION Co-create products and services that your customers and advocates want to talk about, share and buy.
  36. 36. YOU CAN HAVE A FUTURE LAB LIKE LEGO - TODAY
  37. 37. “I also tell customers that they fulfill another vital role: They are an avenue to the truth. And in today’s world, a CEO needs every avenue to the truth that he or she can find...” – Jørgen Vig Knudstorp, CEO, LEGO Group
  38. 38. THANK YOU @stevejennings1 steve@betterventures.co www.betterventures.co #betterparticipation

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