Design tips for brands who want to be loved in social media
In this mobilized, socialized world it becomes more and more important for brands to understand the consumer’s always changing expectations. I now expect my grocer to tweet back in 10 minutes because my bank does it and I expect my favourite neighbourhood coffee shop to give me discounts when I check in on Foursquare because Starbucks does it.
The experience designer is faced with challenges that the always on-net and social consumer creates through their reasonable and sometimes unreasonable expectations. Word of mouth has turned into word of the ever mighty thumb and in his mobile world, all I have to do is tweet a brand about how angry they make me and instantly I can influence the purchasing behaviour or my and their followers.
This presentation will share insights of how to design experiences for the traditional and now social channels with the aim to be transparent, consistent, authentic and true to the brand’s essence.
2011 Event Marketing Summit B2B Social Media WorkshopEric Schwartzman
Conducted by Eric Schwartzman (@ericschwartzman) B-to-B SOCIAL MEDIA BOOT CAMP - Hey b-to-b event marketers, we’re created a boot camp just for you (See? That’s love.) B-to-B brands are applying social media to connect with customers, channel partners and suppliers. Eric Schwartzman, bestselling author of “Social Marketing to the Business Customer,” shows you how they’re doing it and how you can, too. Learn how to use blogs, podcasts and social networks to build your b-to-b brand and business. B-to-b event marketing attendees will learn:
How to build a social media blueprint
How to leverage social media networks and blogs
How to monitor and measure social media
What new trends you need to be aware of right now
Pitfalls to avoid and tips for success
This deck briefly outlines the work we did mapping the South African Twittersphere for the 2012 SAMRA conference, including some analyses we did based on the structure of the network. Specifically, we identified people with the potential for influence based on their betweeness centrality and Authority (HITS). In addition, we also used a modularity algorithm to identify 5 clearly distinct communities within the graph. The results are for interest-sake only and should be interpreted within the limitations of the data."
Social Media / Case Studies for design studiosBharath Haridas
An introduction to social media for the initiated to look deeper into the history,context,nature of content and ways in which to figure out the right channels for the intent. Custom made for design studios.
____________
material sourced from different sources will be added soon.
_____
may not be self explanotory, notes will be added.
2011 Event Marketing Summit B2B Social Media WorkshopEric Schwartzman
Conducted by Eric Schwartzman (@ericschwartzman) B-to-B SOCIAL MEDIA BOOT CAMP - Hey b-to-b event marketers, we’re created a boot camp just for you (See? That’s love.) B-to-B brands are applying social media to connect with customers, channel partners and suppliers. Eric Schwartzman, bestselling author of “Social Marketing to the Business Customer,” shows you how they’re doing it and how you can, too. Learn how to use blogs, podcasts and social networks to build your b-to-b brand and business. B-to-b event marketing attendees will learn:
How to build a social media blueprint
How to leverage social media networks and blogs
How to monitor and measure social media
What new trends you need to be aware of right now
Pitfalls to avoid and tips for success
This deck briefly outlines the work we did mapping the South African Twittersphere for the 2012 SAMRA conference, including some analyses we did based on the structure of the network. Specifically, we identified people with the potential for influence based on their betweeness centrality and Authority (HITS). In addition, we also used a modularity algorithm to identify 5 clearly distinct communities within the graph. The results are for interest-sake only and should be interpreted within the limitations of the data."
Social Media / Case Studies for design studiosBharath Haridas
An introduction to social media for the initiated to look deeper into the history,context,nature of content and ways in which to figure out the right channels for the intent. Custom made for design studios.
____________
material sourced from different sources will be added soon.
_____
may not be self explanotory, notes will be added.
Event: Government 2.0 Conference-cum-Exhibition
Organizer: Hong Kong Information Technology Federation (HKITF)
Date: June 25, 2010
Time: 2:00 pm – 6:00 pm (TBC)
Venue: 4/F Exhibition Centre, HKPC Building, Kowloon Tong
Objective: With enthusiasm to promote e-Government service amongst the Government officials, general public and IT industry practitioners, Government 2.0 Conference with the support of Office of the Government Chief Information officer (OGCIO) was held on June 25, 2010 to explore the strategic directions of e-Government service in Hong Kong, investigate the possibility and challenges of using Web 2.0 tools for e-Government service.
Event Agenda: http://www.tinyurl.com/gov20-agenda
A deck presented at the MRS 'Maximising the Value of Big Data' conference in London, January 2013.
Presents my view of big data and the potential it gives us for mapping the systems that we deal with on a day-to-day basis. Big data holds the promise of providing us with a meta-view of the systems that we all think we are so familiar with. I think we will find that the woods look nothing like the trees.
Understanding Behavior: Getting Engaged or Stranded at the Inbox? Using Core Metrics to Read Between the Lines.
Want to engage your key stakeholders (aka website visitors and email recipients) or maybe just read a bit of their minds? In this hands on session, analytic guru Jordan Dossett will help you navigate your way through visitor behavior. From website visitors to email subscribers, knowing the how and when can be tricky. In this session we will examine: page duration, click path, email clicks, reads and lies. We will look at open rates, bounces, gray/black listing, campaign tags, url shorteners, and much, much, more. As always, part of this session is held in open format for Q&A so remember to bring your questions.
Takeaways:
1. How to use analytics to understand my website visitors and email subscribers and better understand their needs.
2. Analytics can be hard to read or understand. This session will highlight and make it easy for visitors to take home solutions they can use right away with ease.
3. A quick overview of analytic tools from free to paid solutions and what and when to integrate them.
These research details are the result of a market research study organized by InSites Consulting in January 2010. This market research mapped the usage of and attitude towards social networks. A total of 2.884 consumers participated in this online survey, spread over 14 countries, i.e. Belgium, the Netherlands, the United Kingdom, France, Germany, Spain, Italy, Portugal, Brazil, the United States, Australia, Romania, Russia & China. The results are representative of each country’s Internet population, spread on age (18-55) and gender.
The market leading annual research report on social media use in Atlantic Canada. This is the Podcamp presentation while a detailed report is off the MediaBadger blog at mediabadger.com/blog
In an information rich world, librarians need to move beyond services and consider how they can design a library where they differentiate themselves and create experiences for people that they engage with.
Are you listening? Real Time Measurement and MonitoringKlaxon
Presentation delivered by Andrew Walker at Making Social Part of Your DNA, a conference held during Social Media Week 2012 in London.
For more information visit http://www.socialmediadna.co.uk
Are You Listening? Real time data and social mediaAndrew Walker
This presentation was given during social media week london 2012 by Andrew Walker (@killdozer) Co-founder of Tweetminster the network intelligence news feed company.
It talks about practical measures and tools to get real time insight data into your social media presence to get better ROI, ROE and strategic insights into better social media marketing.
An introduction to Social Media for CharitiesGemma Went
This is a 10 minute presentation I gave at the Henley Third Sector Network event on The Impact of Technology in the Third Sector on 17th October 2009. It's a bit of a whistle stop tour (it's hard to cram an intro to social media into 10 minutes) so please let me know if you have any questions.
ICEW 2013 Graham Webster - Making Customer Experience come alive to transform...TheFocusGroup
Telefonica is one of the largest telecoms companies in the world, operating in 25 countries with over 300 million customers. Find out how they convert customers into fans through differentiated customer experience activities.
Customer Experience Presentation by LV at ECEW 2012TheFocusGroup
European Customer Experience World (ECEW) Conference 2013 in London
"Putting people 1st to prosper"
Peter Sinden
Director of Sales & Service
LV= General Insurance Division
Customer Experience Presentation by University of Strathclyde Business School...TheFocusGroup
European Customer Experience World (ECEW) Conference 2013 in London
Global Insights from the Voice of the Customer : 2012
Professor Alan Wilson
University of Strathclyde Business School
Event: Government 2.0 Conference-cum-Exhibition
Organizer: Hong Kong Information Technology Federation (HKITF)
Date: June 25, 2010
Time: 2:00 pm – 6:00 pm (TBC)
Venue: 4/F Exhibition Centre, HKPC Building, Kowloon Tong
Objective: With enthusiasm to promote e-Government service amongst the Government officials, general public and IT industry practitioners, Government 2.0 Conference with the support of Office of the Government Chief Information officer (OGCIO) was held on June 25, 2010 to explore the strategic directions of e-Government service in Hong Kong, investigate the possibility and challenges of using Web 2.0 tools for e-Government service.
Event Agenda: http://www.tinyurl.com/gov20-agenda
A deck presented at the MRS 'Maximising the Value of Big Data' conference in London, January 2013.
Presents my view of big data and the potential it gives us for mapping the systems that we deal with on a day-to-day basis. Big data holds the promise of providing us with a meta-view of the systems that we all think we are so familiar with. I think we will find that the woods look nothing like the trees.
Understanding Behavior: Getting Engaged or Stranded at the Inbox? Using Core Metrics to Read Between the Lines.
Want to engage your key stakeholders (aka website visitors and email recipients) or maybe just read a bit of their minds? In this hands on session, analytic guru Jordan Dossett will help you navigate your way through visitor behavior. From website visitors to email subscribers, knowing the how and when can be tricky. In this session we will examine: page duration, click path, email clicks, reads and lies. We will look at open rates, bounces, gray/black listing, campaign tags, url shorteners, and much, much, more. As always, part of this session is held in open format for Q&A so remember to bring your questions.
Takeaways:
1. How to use analytics to understand my website visitors and email subscribers and better understand their needs.
2. Analytics can be hard to read or understand. This session will highlight and make it easy for visitors to take home solutions they can use right away with ease.
3. A quick overview of analytic tools from free to paid solutions and what and when to integrate them.
These research details are the result of a market research study organized by InSites Consulting in January 2010. This market research mapped the usage of and attitude towards social networks. A total of 2.884 consumers participated in this online survey, spread over 14 countries, i.e. Belgium, the Netherlands, the United Kingdom, France, Germany, Spain, Italy, Portugal, Brazil, the United States, Australia, Romania, Russia & China. The results are representative of each country’s Internet population, spread on age (18-55) and gender.
The market leading annual research report on social media use in Atlantic Canada. This is the Podcamp presentation while a detailed report is off the MediaBadger blog at mediabadger.com/blog
In an information rich world, librarians need to move beyond services and consider how they can design a library where they differentiate themselves and create experiences for people that they engage with.
Are you listening? Real Time Measurement and MonitoringKlaxon
Presentation delivered by Andrew Walker at Making Social Part of Your DNA, a conference held during Social Media Week 2012 in London.
For more information visit http://www.socialmediadna.co.uk
Are You Listening? Real time data and social mediaAndrew Walker
This presentation was given during social media week london 2012 by Andrew Walker (@killdozer) Co-founder of Tweetminster the network intelligence news feed company.
It talks about practical measures and tools to get real time insight data into your social media presence to get better ROI, ROE and strategic insights into better social media marketing.
An introduction to Social Media for CharitiesGemma Went
This is a 10 minute presentation I gave at the Henley Third Sector Network event on The Impact of Technology in the Third Sector on 17th October 2009. It's a bit of a whistle stop tour (it's hard to cram an intro to social media into 10 minutes) so please let me know if you have any questions.
ICEW 2013 Graham Webster - Making Customer Experience come alive to transform...TheFocusGroup
Telefonica is one of the largest telecoms companies in the world, operating in 25 countries with over 300 million customers. Find out how they convert customers into fans through differentiated customer experience activities.
Customer Experience Presentation by LV at ECEW 2012TheFocusGroup
European Customer Experience World (ECEW) Conference 2013 in London
"Putting people 1st to prosper"
Peter Sinden
Director of Sales & Service
LV= General Insurance Division
Customer Experience Presentation by University of Strathclyde Business School...TheFocusGroup
European Customer Experience World (ECEW) Conference 2013 in London
Global Insights from the Voice of the Customer : 2012
Professor Alan Wilson
University of Strathclyde Business School
Customer Experience Presentation by SAS at ECEW 2012TheFocusGroup
European Customer Experience World (ECEW) Conference 2013 in London
Employees creating customer happiness by setting standards
Anders Åmot
Head of Service Training & Customer Experience, SAS
ECEW 2012
@smilingViking
Excellence in customer experience has become the critical differentiator in today’s competitive marketplace where your customers will not hesitate to blog, tweet or post about their experience with your brand. In fact, poor customer engagement results in an estimated $83 billion loss by U.S. enterprises each year because of defections, abandoned purchases and negative word of mouth¹.
An overview of social media for the Eugene Chamber's Women Business Leaders group - including how to maximize your reach on the social Web by partnering with Citizen Marketers.
Presentation to the Web 3.0 conference Sydney 21 June 2011. How to create a sustained customer insight program that can become an ongoing asset to your brand.
Recording: http://www.youtube.com/watch?v=JYrT73TamGc
A Networked Nonprofit is a simple, agile and transparent organization that lets outsiders in and insiders out. Large or small, they work more like a network than a single organization.
In The Networked Nonprofit: Connecting With Social Media To Drive Change, co-author Beth Kanter shows how social media is catalyzing a shift away from "organization-centric" advocacy, governance and communications toward a "networked" approach.
What you'll learn:
- How to understand social networks through social network analysis
- How to do more with less by leveraging your network
- How to create a social culture at your nonprofit
- How and why you must value relationships as well as transaction
What is social media & how can it aid great customer service?
A quick run through the every changing world of digital communications & social media.
What does 'great' look like in social customer service?
How do you get started in social customer service?
SHO-Time. A user-centric toolkit for Sharing Optimisation.Gerrie Smits
Getting people to share your content is more crucial than ever. But how do we increase the chance that our content will hit the sharing sweet spot? For my talk at Social Media Day I developed this pragmatic framework.
Join Beth Kanter in a workshop that explores the themes in her recently published book, and discover how to put them into practice. Social media has broken free from the marketing communications and fundraising silos, changing the way nonprofits deliver programs, lead, manage, and even govern. This session will take a look at these trends and how organizations can equip themselves to be fully networked.
Basics of Social Media / Social Marketing.
basics of building communities, brand advocates, brand ambassadors, when social meets mobile, location based services, contextual marketing, let's get started right now
Similar to International Customer Experience World Presentation (20)
Future proof your customer experience with 2018 trends innovationChantel Botha
Our needs are fundamentally not changing, but how we meet those needs are radically shifting.
Join this innovation workshop to look at the current consumer trends and how that is changing customer expectations.
Explore in lively group discussions, how businesses can anticipate better, come up with radical innovation before consumers get bored or find another product or service that better meets their needs.
BrandLove will also present their top trends for 2018 that they believe will change how consumers will want experience brands in the future.
This presentation will cover the delights and challenges related to being ina customer experience leadership role. It includes research that was done in South Africa.
Introduction to Customer Journey Mapping (2017)Chantel Botha
Introduction to Customer Journey Mapping. This presentation is part of a 4 part series covering an introduction to Customer Journey Mapping. It also contains sample customer journey maps.
Find more resources and information on www.brandlove.co.za
Email us on hello@brandlove.co.za
Customer Experience Trends for 2017 that will influence how consumers want to...Chantel Botha
What experiences will customers demand from you in future? Lets look at the current trends and speculate about how people will meet their needs in future and how this will impact the design of your brand experience.
View more about what we do on www.brandlove.co.za
Email us hello@brandlove.co.za
Come to our trends workshop!
Trends Innovation Workshop - 14 Feb - Cape Town
http://www.brandlove.co.za/product/customer-experience-cx-trends-2017-beyond/
Trends Innovation Workshop - 16 Feb - Johannesburg
http://www.brandlove.co.za/product/2017-customer-experience-trends-innovation-workshop-johannesburg/
CRAFTING ORGANISATIONAL CULTURE THAT WILL CONTINUE TO INSPIRE AND MOTIVATE PE...Chantel Botha
So often, we find inspiring values and mission and vision statements on the walls of many organizations where people tell you, they only work because they have to. The presentation will cover the elements of an organizational culture that needs to be nurtured and lived and treated as a living organism in order for people to continue to be inspired by it.
THE BENEFITS OF LAUGHTER IN THE WORKPLACEChantel Botha
Laughter Yoga is a unique concept where anyone can laugh for no reason at all, there is no need for jokes or comedy. We practice unconditional laughter. Studies show that the mind & body do not differentiate between real or fake laughter – the benefits are the same. It is part of Mind-Body science. We teach the mind and body to laugh. During a Laughter session we practice laughter as an exercise, followed by laughter meditation (laughter free flow) & finish with a guided relaxation.
“we do not laugh because we are happy, we are happy because we laugh”
Participants will become equipped to incorporate more laughter into their personal and work lives. We will experientially learn the benefits of laughter which include:
• reduced stress
• strengthened immune system
• elevated mood
• less pain (emotional and physical)
• increased connectedness
A happier workplace fosters improved productivity, teamwork, and resilience.
This is a breakthrough laughter delivery system that can enable a person to laugh continuously for 15 to 20 minutes, releasing endorphins, serotonin & dopamine; effectively releasing a “cocktail of happy hormones” into the brain to counter stress hormones of adrenaline & cortisol.
Essentially, a laughter session is a single exercise routine, which reduces physical, mental and emotional stress simultaneously and brings emotional balance.
Some of the personal long lasting effects of a laughter intervention are self-efficacy, team development and increased empathy. A regular practice of Laughter is life-changing: resulting in an increased sense of well being, leading to healthy, motivated and inspired staff.
We teach proven and sustainable lifestyle tools and strategies that release physical and emotional tensions and create positive behavioral change in people, workplaces and communities.
Happy people = Healthy organizations
We establish this Social Covenant and agree that when we are together we will -
Treat each other with Respect, Honesty, Encouragement, Kindness, Friendship, Forgiveness, Dignity, Patience, Mercy, Trust, Empathy, Tact, Love, Value, Grace, Truth, Integrity, and Confidentiality, and will listen and not gossip!
In addition, we will be Non-judgmental, Accountable, Flexible, Courteous, Committed, Productive, Ethical, Open, Slow to Anger, Supportive, Transparent, Clear, and Truthful.
DESIGNING A INTERNAL BRAND THAT INSPIRES EMPLOYEESChantel Botha
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[Note: This is a partial preview. To download this presentation, visit:
https://www.oeconsulting.com.sg/training-presentations]
Sustainability has become an increasingly critical topic as the world recognizes the need to protect our planet and its resources for future generations. Sustainability means meeting our current needs without compromising the ability of future generations to meet theirs. It involves long-term planning and consideration of the consequences of our actions. The goal is to create strategies that ensure the long-term viability of People, Planet, and Profit.
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1. Develop a comprehensive understanding of the fundamental principles and concepts that form the foundation of sustainability within corporate environments.
2. Explore the sustainability implementation model, focusing on effective measures and reporting strategies to track and communicate sustainability efforts.
3. Identify and define best practices and critical success factors essential for achieving sustainability goals within organizations.
CONTENTS
1. Introduction and Key Concepts of Sustainability
2. Principles and Practices of Sustainability
3. Measures and Reporting in Sustainability
4. Sustainability Implementation & Best Practices
To download the complete presentation, visit: https://www.oeconsulting.com.sg/training-presentations
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Digital Transformation and IT Strategy Toolkit and TemplatesAurelien Domont, MBA
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Editable Toolkit to help you reuse our content: 700 Powerpoint slides | 35 Excel sheets | 84 minutes of Video training
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Personal Brand Statement:
As an Army veteran dedicated to lifelong learning, I bring a disciplined, strategic mindset to my pursuits. I am constantly expanding my knowledge to innovate and lead effectively. My journey is driven by a commitment to excellence, and to make a meaningful impact in the world.
11. Social network stats in South Africa
Social network Registered users Source
Mxit 10,000,000* MXit / World of Avatar
Facebook 4,840,360 SocialBakers
BBM 3,300,000 Rough estimate based on Our
Mobile Planet stats
LinkedIn 1,100,000 World Wide Worx and
Fuseware
Twitter 1,100,000 World Wide Worx and
Fuseware
Google+ 466,828 Plusdemograph
* Number of active users, not registered shown in absence of accurate data.
Source: MyBroadband Article “Biggest social networks in South Africa “ by Jan Vermeulen
12. SAPA: “SA tops African tweeting list according to study “ 26 Jan 2012
21. BRAND – What I feel
about the company
SERVICE – how was I treated
EXPERIENCE – how I
feel about myself
22. The total
Value Proposition
Price
Product
Service
Emotional
Time
Product/Packaging
People
Processes
Sales/Distribution
Channels of
engagement
23. Share of voice-> heart …
Service experience
Planned marketing
– based
communications
communications
Audience
experience
Product experience Unplanned
– based marketing
communications communications
Source: Marketing Communications: Interactivity, Communities and Content Chris Fill
24.
25.
26. They did not ask…
“What new banking product are we
going to develop?”
27. They did not ask…
“How can we cut banking costs?”
34. HIGH Expectations are created…
• If you ignore customers, they will start
ignoring you back
• Word of mouth will acknowledge your
existence and performance
• The absent ones will be frowned upon
38. Digital Ecosystem
1 Public Web Site 2 Blog 3 Image Gallery 4 Print & Multi-Media
Publish Content
5 Mobile
6 Twitter 7 Linked In 8 Industry Stakeholders
Listen & Engage
Personal Profile Follow
Personal Profile Company Page Listen
Company Page Interest Group Engage
39. What are the driving forces in your
digital eco system?
• Who are you?
• Your tribe?
• Competitors
• Non traditional competitors…
40. “If you think you are in control, you’re fooling
yourself. As soon as you start listening, you
realize you’re not in control. And letting go will
yield more and better results.”
– Charlene Li, author
42. Th e t o t a l At t e n t i o n
c u s t o me r E c o n o my
j o u r n e y
Mo me n t o f
t r u t h
1. E x p e c t a t i
De l i b e r a t eo n s
De s i g n 2. E m o t i o n s
3. D e l i g h t
4. D i s a p p o i n
t me n t
51. “In the long history of humankind those who
learned to collaborate and improvise most
effectively have prevailed.”
~ Charles Darwin
52. Thanks
Call me on 083 603 8249
Connect with me on Linked In
Follow me on Twitter @chantelbot
Email me chantel.botha@sanlam.co.za
Follow my blog http://chantelbotha.wordpress.com/
Editor's Notes
Web Resourceshttp://experiencinginformation.wordpress.com/2010/05/10/customer-journey-mapping-resources-on-the-web/http://www.designthinkers.nl/designthinkers/nl/8http://www.atkaonline.com/blog/south-africans-embrace-social-mediahttp://mybroadband.co.za/news/internet/44061-biggest-social-networks-in-south-africa.htmlhttp://mybroadband.co.za/news/internet/42237-sa-tops-african-tweeting-list-according-to-study.htmlhttp://www.tomorrowtoday.co.za/2012/03/14/top-20-websites-in-south-africa-2012/
10. Images are king. Verbal content, by virtue of its sheer volume, is increasingly perceived as noise. We are entering a new era of collage, where the mind of the viewer is the assembling artist. Verbalization happens post facto, the residue of headline skimming and subconscious synthesis. The esthetics of digitally enhanced images will become increasingly powerful as a vehicle for cutting through the clutter. Manipulating semantics or semiotics via images will become increasingly sophisticated, both in the private and public sectors. High-definition displays and portable form factors will be popular mass markets. Indexing and searching images, on the other hand, while technologically interesting, will be of peripheral impact.9. Songs are the spiritual property of the young. They construct their identities around them and feel they own the rights to them in a way that no economic contract could interpret. Sharing songs and sets of songs is a type of free speech. By contrast, films have nowhere near this visceral appeal and matter much less.Operating on songs is the paradigm for the new creative consumer who will not create content so much as modify it and send it along. Tools and sites that let people extract, reframe, and re-present will be core enablers, a la MySpace, UTube, and the like.8. There is no place to hide. This is good for exposing the horrors of man’s inhumanity to man. It is bad for the privacy advocates. It is meaningless for the security forces as no command-and-control big brother can keep up with the sheer volume of self-organizing chaotic systems in flux.Next-generation security will organize around the person and the personal identity instead of the data and the institution. Mobility will only complicate this challenge.7. Wikis rule and “crowd-sourcing” works! Outsourcing tasks to a self-organizing community of volunteers, a la open source software, is proving to be a powerful tactic for tapping into the collective wisdom and experience of the planet. Surprisingly, this mechanism is nowhere near as susceptible to demagoguery as edited media.The wiki model is becoming a de facto collaboration paradigm within private enterprises with global reach. It seems likely to spawn comparable efforts in the public sector: a wiki-versity, a wike-health-care-system, a wiki-disaster-recovery-effort. We will get object lessons in the power of memes (or the lack thereof).6. Games tell all. Anthropologists of future centuries can be spared digging through layers of sedimentary rock. Instead they will just need to find game machines that let them play World of Warcraft or play back the history of an avatar in Second Life. All the metaphors of contemporary culture are being acted out in one or another corner of this virtual universe. And currency exchanges are beginning to link this universe to the physical one.The emphasis on symbolic interactions in a digital lifestyle will have unpredictable effects on self-perception and social norms. Historically the real world has set the norms and the digital world reflected them, but the obverse can be expected to be true going forward. Games can become living laboratories to explore strategies for living, a role played by literature and drama in ages past.5. Services displace products. In the digital world, as bits substitute for atoms, products are reconceived as services. This is the threat that Google poses against Microsoft. Services companies still have not completely caught up with this. They tend to describe their offers as products, which, although convenient as a means for integrating them into traditional organizational thinking, profoundly misrepresents their dynamics and causes companies to miss whole dimensions of consumer experience, need and value.4. Everything is media. While advertising will not pay for everything, everything will become a potential opportunity to advertise. This means that at least some technology adoption life cycles can be short-circuited by providing the disruptive innovation for free. If advertising is the default funder of digital offers, then consumption is the ultimate paradigm. Over time people and cultures will weary of this, and socially constructed content will become more pervasive as an escape from constantly being pitched.3. Outsourcing and offshoring are inevitable. Digitization of work is profoundly world-flattening. In an Internet-enabled world, as work itself becomes digitized, markets cannot be protected. This will be hugely dislocating to the developed economies in the short term. Longer term, it will be the single most effective tool to combat global poverty and its cousin terrorism.Instrumentation and institutions that create visibility and control over processes that span geographical and enterprise boundaries will become increasingly powerful. Everything will ultimately resolve to a Service Level Agreement and a series of compliance-assuring mechanisms.2. Symbolic competence creates competitive advantage. On the web, as one cartoonist famously noted, no one knows you are a dog. All they experience about you is a function of your ability to manipulate vocabulary and symbols. This puts liberal arts education in high relief. The digital world will move from being an engineering phenomenon to a cultural one. Memes, brands, reputations, causes—all will seek to recruit the most powerful symbolists to their ends.1. Omnipresent distractions increase the need for inner peace. Digital systems intrude into every aspect of life and, unrestricted and unbalanced, can overwhelm our perception of personal and social values. The resulting alienation will lead to a search for direct personal spiritual experience.Traditional religion, with its reliance on belief, will be undermined by digital communications, for as symbolic manipulations becomes increasingly transparent, it creates distrust in any institution that engages in it. In this context, meditation, yoga, and other forms on non-mediated spiritual experience will become increasingly attractive.