Dave Wieneke of ISITE Design explains why he has an axe, and opens Delight 2012 with a bang. Originally presented at Delight 2012, Oct. 10, 2012. http://delight.us/conference

1. ISITE Design
Dave Wieneke
@UsefulArts
#Delight2012
Dare to Delight

2. ISITE DesignISITE Design
Get your axe on
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3. ISITE Design
You: Designer
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4. ISITE Design @UsefulArts | @ISITE_Design
The Future can’t just be decided – but it can be Designed.

5. ISITE Design
The 3 Ds of Delight
Decide to Differentiate
Executive alignment on brand ideals.
Design
Experience which manifests brand truth.
Deliver Delight
Differentiation + Design -> Delight!
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6. ISITE Design
THE PREMIUM FOR
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BOLD DECISIONS

7. ISITE DesignISITE Design
Firms associated with ideals have a strong relationship with
consumer preference, consideration and choice.
50 top performers out index the S&P 500 by 400%.
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Distinct Brand Ideals
@JimStengel

8. ISITE Design
Delivering happiness through
“Wow” service
Celebrate journeys of progress
and success.
Inspire moments of happiness
Energize the world Inspire imagination and
enrich lives in a world of
limitless possibilities.
Help human needs and
those of the planet be
one and the same.
Connect people with their
most important content
anywhere, anytime.
Create connections for self-
discovery and inspiration.
Democratize fashion trends.
Celebrate personal authenticity
And independence.
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Transform occasions
in to celebrations

9. ISITE Design
Who are you? Why are you here?
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10. ISITE Design
Flavors of Delight
Inspire moments
of happiness
Happiness via
“Wow” service
Democratize fashion
trends.
Create connections
for self-discovery
and inspiration.
Connect people with their
most important content
anywhere, anytime.
Celebrate journeys
of progress
and success.
Inspire imagination
and enrich lives in
a world of
limitless possibilities.
Energize the world
Celebrate personal
authenticity
and independence.
Help human needs and
those of the planet be
one and the same.
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Eliciting Joy
Enabling
Connection
Inspiring
Exploration
Evoking
Pride
Impacting
Society

11. ISITE Design
Operating Margin Growth in Excess of
Competitive Peers
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Source: IBM, CEOs are expanding the innovation horizon: important implications for CIOs
-1
0
1
2
3
4
5
6
Product/service/marketplace
innovators
Operations innovators Business model innovators
Compound Annual Growth Rate Over Five Years

12. ISITE Design
“He that will not apply
new remedies must
expect new evils.
Francis Bacon”
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13. ISITE Design
CONSUMERS ARE
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BOSS

14. ISITE Design
Most customer touch points are
beyond brand control
39
26 22
28
10
5
21
37
31
12
26
43
Initial-Consideration
Set
Active Evaluation Closure
Store/agent/dealer interactions
Past Experiences
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Source: McKinsey Quarterly
1Based on research conducted on German, Japanese, and US consumers in the following sectors: for initial consideration – autos,
auto insurance, telecom handsets and carriers; for active evaluation-auto insurance, telecom handsets; for closure – autos, auto
insurance, skin care, and TVs; figures may not sum to 100% because of rounding.
Word-of-mouth
Online research
Offline and/or print reviews
Consumer-driven marketing
Company-driven marketing
Traditional advertising
Direct marketing
Sponsorship
In-store product experience
Salesperson contact

15. ISITE Design
Brand and Delivery
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@ChiefMarTec

16. ISITE Design
Customers Write Ads
Ideal: help all women realize their personal beauty potential
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17. ISITE Design
Document & Support
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Ideal: move the web forward through tools & services

18. ISITE Design
Affiliate and Gather
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Ideal: authentic, high-value outdoor products for active consumers

19. ISITE Design
DIGITAL
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ASPECTS

20. ISITE Design
Why is Digital Leading the CX Push?
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Source: Q4 2011 Global Customer Experience Peer Research Panel Online Survey
1%
6%
22%
29%
43%
48%
61%
74%
77%
None of the above
Other
Improving the phone self-service customer experience
(IVR/speech)
Improving the store/branch customer experience
Improving the experience of interacting with a call center agent
Using communities and other types of social computing
Adding or improving mobile customer experiences
Improving cross-channel customer experiences
Improving the online customer experience
“Which of the following are major objectives of your
company’s customer experience program in 2012?”
Base: 86 customer experience professionals
(multiple responses accepted)
@RonRogowski
@kerrybodine

21. ISITE Design
Balance Complexity
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Customer
Experience
Splinternet
IntegrationIntegration
Channel
Search
Social
Web
Aps
Data / Seg.Analytics
Bus. Plan Brand

22. ISITE Design
M.I.S.T. AMPS
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DELIGHT

23. ISITE Design
Delightis a change which
increases the potential customers see
in brands.
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24. ISITE Design
Mysterious
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25. ISITE Design
What’s in the Blush Box?
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26. ISITE Design
Intimate
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27. ISITE Design
Intimate
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28. ISITE Design
Sensuous
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@KRConnect

29. ISITE Design
Trustworthy
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30. ISITE Design
O – 2 – O – 2 – O
OnlineOffline
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31. ISITE DesignISITE Design 31

32. ISITE Design
StayTuned
Your brand can be featured in a
Delight Webinar on using M.I.S.T.
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33. ISITE Design
Ideas to Use
Say less, do more
Participation
Share your ideals
Be your people
Listen, be a peer
Measuring is listening
Simplify
Mobile means personal.
M.I.S.T.
O-2-O-2
Decide – Design – Deliver Delight
HT’sL @JimStengel @ChiefMarTech
@KRConnect @RonRogowski
@kerrybodine
Indulge dreams to live
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delight.

34. ISITE DesignISITE Design
Experience Heroes Dare to Delight
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