Whats The Future Of Business? with Brian Solis & Jeff Bennett

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Slide show from today's webinar presented by author/analyst Brian Solis of Altimeter Group and Jeff Bennett, VP of Client Experience at 360incentives. View the full video recording of the webinar right here: http://bit.ly/1ckKbrM

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social customer experiences that deliver real business results#WTF: Whats the Future of BusinessJoin the discussion on Twitter - #360WTFcastUSA | UNITED KINGDOM | CANADA360 PROPRIETARY AND CONFIDENTIAL#WTF Whats the Future of BusinessHost & Moderator: Jeff Bennett - VP, Client Experience, 360incentives Jeffs mandate at 360incentives is to ensure our clients are wildly successful with their 360 solutions by providing remarkable client experience. His depth of experience and leadership over the past two decades in the areas of professional services, support, and client success management has had positive impact on 360s focus on client retention, client driven referrals and our clients overall business success with our solutions. Guest Speaker: Brian Solis, Principal at Altimeter Group. A research firm focused on disruptive technology. A digital analyst, sociologist, futurist and author, Solis has studied and influenced the effects of emerging technology on business, marketing, and culture. His new book, Whats the Future of Business (WTF), explores the landscape of connected consumerism & how business and customer relationships unfold and flourish in four distinct moments of truth. USA | UNITED KINGDOM | CANADA360 PROPRIETARY AND CONFIDENTIAL12:00 12:10: Welcome address by Jeff Bennett 12:10 12: 45: Guest Speaker Brian Solis12:45 12:50: Closing Comments12:50 1:00: Q&A moderated by Jeff AgendaUSA | UNITED KINGDOM | CANADA360 PROPRIETARY AND CONFIDENTIALStrategic Imperatives for an Unbelievable ExperienceA positive client experience must support a brand promise of an Unbelievable Experience for your customer.There must be unrelenting focus on the customer experience and how a solution or product can provide value throughout their value chain. Redefine the last three feet of a customers experience with a brand. You aim to build a positive experience from awareness to purchase but your customers journey doesnt stop after the purchase. Partner with companies who take the role of brand advocacy seriouslyUSA | UNITED KINGDOM | CANADA360 PROPRIETARY AND CONFIDENTIALJeff will speak to how todays business landscape is changing regardless of the industry you are in. More and more focus is being placed around the importance of the client experience. At 360, we are seeing this shift and we pride ourselves in curating positive client experiences when it comes to SPIFF and rebate programs. We are your brand ambassadors and believe that a customers journey extends beyond the purchase. 360 is redefining the last three feet of a customers experience with your brand. You aim to build a positive experience from awareness to purchase but your customers journey doesnt stop after the purchase. Great experiences with incentive or rebates are a cornerstone of what makes your programs effective. We believe that incentive and rebate programs become an extension of that positive experience and part of a long lasting relationship with your brand.4Changing the World of Incentives Our Purpose:Bringing innovation & engagement to incentive and rebate programs Our Platform:Is revolutionizing the industry by providing a better way of doing businessOur Solutions:Help you increase sales, expand market share and protect your brand Our Culture:We practice what we preach. Were passionate about making you wildly successful and happy.Our Results:Representing more than 75 Global brands with over 80 thousands users accessing our platformUSA | UNITED KINGDOM | CANADA360 PROPRIETARY AND CONFIDENTIALTo summarize 360 Our mission statement 5#WTF Whats the Future of BusinessWelcome Brian Solis Brian Solis is principal at Altimeter Group, a research firm focused on disruptive technology. A digital analyst, sociologist, and futurist, Solis has studied and influenced the effects of emerging technology on business, marketing, and culture. Solis is also globally recognized as one of the most prominent thought leaders and published authors in new media. His new book, Whats the Future of Business (WTF), explores the landscape of connected consumerism and how business and customer relationships unfold and flourish in four distinct moments of truth. USA | UNITED KINGDOM | CANADA360 PROPRIETARY AND CONFIDENTIALBrian Solisprincipal analyst & author1.Accessing and leveraging customer data from multiple channels and data sources.Top 2014 challenges for marketing strategists2.Coordination across marketing channels (mobile, social, display, etc. 3.Introducing more engaging multi-channel campaigns, copy and design.4.Understanding the connected customer (Attention, Behavior + Context).5.Lack of resources, budget, and support.Its about how you make people feel.In every step.In every channel.In each stage of the customer lifecycle.Each experience must evolve into one.Loyalty:a strong feeling of support or allegiance.The way you see the world today is preventing you from actually changing it.From Monologue to DialoguePersonas are real people who can be brought to life by studying social data and behavior Credit: Peter Gentsch, B.I.G.Personas are real people who can be brought to life by studying social data and behavior Credit: Peter Gentsch, B.I.G.The Human Algorithm is the confluence of data science and digital anthropology Brands are now people and people are now brands.SIX MINUTESHow long the average teenager can concentrate on homework before switching to a tech distractionYou are now trying to connect with an audience with an audience of audiences.Generation-C is Always On!The End of Retail as UsualOnce we truly hear our customers we are inspired by the empathy that develops simply by being human 27Source: Edelman Trust BarometerWhat do your customers value?6 qualities that define engagementInstant GratificationValuesSustainableSharePermanenceEfficiencyValuedEmpoweredControlConsistencyTrustRelevanceChannel marketing often suffers from undiagnosed multiple personality disorderIts second nature for connected consumers to travel across digital and offline channels. But its not second nature for businesses to make it seamless. Integrated experiences starts with integration within. Your vision for whats possible is the hub.Now that I have your @ttentionPaths are not connected or consistent creating a journey rife with friction.Source: The New Multi-Screen World, Google, 2012 Consumers start on their PC but continue usage on mobile devicesFrom Product and Sales Communications to Creating ExperiencesStimulusAgency Wieden & Kennedy created 186 personalized YouTube response videos to Old Spice fans. Over 40 million views in the first week. Sales of Old Spice doubled. Becomes the #1 brand of body wash for men.StimulusZero Momentof TruthWhen someone searches new networks for information or asks a question, what comes back?85% Those who trust recommendations from People I knowis the new When it comes to search 95% of consumers use BOTH YouTube and Google when searching for relevant content.Source: AskYourTargetMarket Research Study, Q3 2012Ultimate Momentof TruthAwarenessSocialDiscoveryConsiderationto PurchaseExperienceUMOT -> ZMOT: Shared expressions form trusted impressionsShared experiences affect every moment of truthSharedExperienceTHIS IS REAL INFLUENCEFrom Broadcast to EngagementThe Experience DivideBrand PromiseCXWould you recommend?TheEXPERIENCELayerYour brand is what people say about you when youre not around. Shared experiences affect impressions. No amount of marketing will change an experience.You didn't do what you promised. Your product didn't do what it's supposed to do. You're never open when I need you. Its too difficult to do business with you!It's a long time before someone answers.Whenever I ring in and get transferred to another person I often get cut off. Your website sucks!You dont understand me!The Experience Gap is the separation between your brand promise and desired outcomes 82% have stopped doing business with an organization due to poor customer experience70% are willing to spend an average of 13% more with companies they believe provide excellent customer service60% believe businesses have not increased their focus on providing good customer serviceSources: American Express Global Customer Service barometer, RightNow.com, http://ismdealers.com/category/blog/, Technology Services Industry Association (TSIA) Ultimate Momentof TruthAwarenessSocialDiscoveryConsiderationto PurchaseExperienceUMOT -> ZMOT: Shared expressions form trusted impressionsShared experiences affect every moment of truthSharedExperienceTHIS IS REAL INFLUENCEFrom Broadcast to EngagementZero Momentof TruthGive them something to talk aboutCustomer ExperienceTransactional EngagementRewardsNPSLoyaltyCardInvesting in experiences leads toGreat experiences, which leads toShared experiences, which leads toRewards, which leads to Loyalty, which leads to Word of mouth, which leads toA bridge betweenZMOT and UMOT#WDYSFInvest in building communities where the value is much more than belonging to something, its about doing something together that makes belonging matterReturn on Experience:The future of marketing and engagement lies in creating shareable experiences It starts with a vision, mission, and a purpose. This becomes the core of what you will fight for.Brian Solisbrian@altimetergroup.combriansolis.comTwitter: @briansolisFor more information & to buythe books, please visit: http://bit.ly/WTFBookhttp://bit.ly/EndofBusiness http://bit.ly/engage2Got Questions For Brian or Jeff?Feel free to type them into the sidebar and well take them in turnORRaise your hand and well switch you on live, connectivity permitting.Q&A360incentivesBetter Insights. Better Experiences. Better Outcomes.www.360incentives.com THANK YOU