The document discusses how brands need to adapt to changing customer expectations in today's digital world. It notes that a top-down, centralized marketing approach is no longer effective due to the explosion of mobile devices and always-on connectivity. Customers now expect brands to engage with them through multiple channels in a seamless, personalized way. The document argues that to build strong customer relationships, brands must focus on emotion, engagement, insights, authenticity and understanding customers by truly listening before implementing new marketing strategies or technologies. It emphasizes the importance of brands understanding their core identity and values in order to confidently represent themselves across different platforms.

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2. Mark Wing
Bringing together
a global network of experts
to co-engineer more
complete interrelated brand
experiences
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Tune in before you shoot off
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5. We’re all publishers now
Charlotte Proudman
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6. Eric E. Schmidt, Executive Chairman
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7. Eric E. Schmidt, Executive Chairman
“today is
the fastest we’ve
ever gone and
the slowest we
will ever go”
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8. Eric E. Schmidt, Executive Chairman
we create as
much information
in two days now
as we did from the
dawn of man
through 2003
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9. We’re all broadcasters now
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10. Boom, in the house, #Tagtribes…
Mark Shaw Mark Shaw Mark Shaw Mark Shaw
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11. How excited do you get
over new gizmos?
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12. Technology & The Human Brain
technology
develops new and
ever more exciting
ways to share our
message
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13. But, are people able to keep up?
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14. The brand experience has become splintered
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15. A world of unstructured, disconnected info
Today’s stories have no editors
The best way to
defend your brand
reputation is to be
a content creator
not a content
chaser
CCO GE Healthcare
Jeff DeMarrais
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16. Top-down, centrally controlled approach has had its day
• Explosion in use of mobile devices
• Multichannel marketing being replaced by Omnichannel
• As with the arrival of electricity, everything is now always on
• In a more connected world customer expectations ever increasing
– Communities are the new power
– Disruption is forcing new business models
But, are businesses able to keep up?
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Tune in before you turn the volume up
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18. The internal knowledge of who you are
and what you stand for, those
principles are so fundamental because
once you know that, you can express
yourself with more confidence on all
those new consumer platforms.
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19. A brand is a promise
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20. A brand is a promise experienced
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21. A strong performing brand
Strength in
image, culture and
technology
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Customer
Relationship

22. Becoming customer relationship focused
image culture technology
Emotion Engagement Insights
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23. Barclays – Digital Eagles Argos – Digital Army Mind – Digital Ambassador
Becoming customer relationship focused
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image culture technology
Emotion Engagement Insights

24. Barclays – Digital Eagles Argos – Digital Army Mind – Digital Ambassador
Becoming customer relationship focused
image culture technology
Emotion Engagement Insights
Authenticity Empowerment Understanding
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31. Tune in before you shoot off
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The company who work
out how to convince
people that privacy is
important will define the
next five years
of technology.Stuart Langridge, blogger

32. Moving forward, if brands are to
have an authentic customer
relationship, they will need to be
so tuned in that they can respect
privacy
Tune in before you shoot off
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33. Mark Wing : +44 (0) 7867 800 608
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