cio day 2012 - choose your it glitches wisely
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12 November 2012
1
Choose your IT glitches wisely, before they destroy brand value.
Choose your IT glitches wisely, before they destroy brand value. 2
Choose your IT glitches wisely, before they destroy brand value. 3
Choose your IT glitches wisely, before they destroy brand value. 4
Choose your IT glitches wisely, before they destroy brand value. 5
cost ml qty per cup per ml per 150mlStarbucks Soy Cappuccino 4.70 473 1 4.70 0.01 1.49 3549%Starbucks Filter Coffee 2.20 473 1 2.20 0.00 0.70 1661%Starbucks Bag Beans 6.90 180 25 0.28 0.00 0.23 548%Douwe Egberts Senseo 3.79 125 36 0.11 0.00 0.13 301%Douwe Egberts Ground 4.98 125 50 0.10 0.00 0.12 285%Euro Shopper Ground 1.75 125 50 0.04 0.00 0.04 0%
Choose your IT glitches wisely, before they destroy brand value. 6
h)p://www.effe
c2vebrands.com
/
Choose your IT glitches wisely, before they destroy brand value. 7
h)p://www.isaca.org/CO
BIT/
Choose your IT glitches wisely, before they destroy brand value. 8
? “IT risk can imperil companies' productivity, damage customer relations and ultimately erode trust.”
Choose your IT glitches wisely, before they destroy brand value. 9
h)p://www.rb
s.com/abo
ut/business-‐strategy/business-‐approach.htm
l
Choose your IT glitches wisely, before they destroy brand value. 10
h)p://www.te
legraph.co.uk/fin
ance/personalfinance/consum
er2p
s/banking/9358252/RB
S-‐compu
ter-‐failure-‐caused-‐by-‐in
expe
rienced
-‐ope
ra2ve-‐in-‐In
dia.html
Choose your IT glitches wisely, before they destroy brand value. 11
h)p://www.inform
a2on
-‐age.com
/chann
els/data-‐cen
tre-‐and-‐it-‐infrastructure/new
s/2109793/natw
est-‐crash-‐caused
-‐by-‐inho
use-‐soRw
are-‐glitch.thtm
l
Choose your IT glitches wisely, before they destroy brand value. 12
h)p://www.com
puterw
orlduk.com
/in-‐dep
th/in
frastructure/3369901/rbs-‐fa
ilure-‐to-‐fix-‐it-‐systems-‐aR
er-‐m
onth-‐is-‐unp
recede
nted
-‐say-‐analysts/
Choose your IT glitches wisely, before they destroy brand value. 13
h)p://www.hacw.nhs.uk/abou
t-‐the-‐trust/visio
n-‐and-‐values/
Choose your IT glitches wisely, before they destroy brand value. 14
h)p://www.bbc.co.uk/new
s/uk-‐england
-‐hereford-‐worcester-‐20235193
Choose your IT glitches wisely, before they destroy brand value. 15
2011 Research in M
o2on
Ann
ual Rep
ort
Choose your IT glitches wisely, before they destroy brand value. 16
Choose your IT glitches wisely, before they destroy brand value. 17
h)p://en
.wikiped
ia.org/w
iki/P
eak%
E2%80%93en
d_rule
Customer Experience Design
Choose your IT glitches wisely, before they destroy brand value. 18
? Customer Experience Design will show you where..
… IT glitches will destroy brand value over time.
Choose your IT glitches wisely, before they destroy brand value. 19
h)p://www.starbucks.com
/abo
ut-‐us/company-‐in
form
a2on
/mission-‐statem
ent
Choose your IT glitches wisely, before they destroy brand value. 20
h)p://www.cem
cer2fica2
on.org/
Choose your IT glitches wisely, before they destroy brand value. 21
h)p://starbu
cksgossip
.type
pad.com/_/2012/03/starbucksa)
-‐want-‐to-‐m
ake-‐sure-‐you
-‐have-‐the-‐worlds-‐worst-‐in
ternet-‐experience.html
h)p://www.quo
ra.com
/Why-‐is-‐the
-‐wifi-‐at-‐Starbu
cks-‐so-‐spo
)y
Choose your IT glitches wisely, before they destroy brand value. 22
Choose your IT glitches wisely, before they destroy brand value. 23
Choose your IT glitches wisely, before they destroy brand value. 24
Choose your IT glitches wisely, before they destroy brand value.
Your URGENT assignment:
In case you didn’t get the message, remember to:
Choose your IT glitches wisely, before they destroy brand value. 25
Special thanks to: EffectiveBrands for their Marketing Capability Wheel, and Kevin Flood CISSP CISM CISA (www.charlville.com)
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