SlideShare une entreprise Scribd logo
1  sur  27
Télécharger pour lire hors ligne
#mktcee / @nixonmcinnes / @jennilloyd
To change your market impact
you need to change yourself
Customer Experience Evolution / March 2014
#mktcee / @nixonmcinnes / @jennilloyd
Jenni Lloyd
@jennilloyd
nixonmcinnes.co.uk
Sara Lloyd
@babyjuggler
panmacmillan.co.uk
Hello!
#mktcee / @nixonmcinnes / @jennilloyd
About NM
Great companies
are communities
of purpose
#mktcee / @nixonmcinnes / @jennilloyd
Obligatory logo slide
#mktcee / @nixonmcinnes / @jennilloyd
First things first
Tell the person next to you about
the most recent customer
experience you had…
What made it good or bad?
#mktcee / @nixonmcinnes / @jennilloyd
We are all
customers
#mktcee / @nixonmcinnes / @jennilloyd
Today
1. Setting the scene:
the New Normal
2. Case study:
putting readers at the heart of
Pan Macmillan
3. Takeaways:
things to do tomorrow
#mktcee / @nixonmcinnes / @jennilloyd
VUCA
#mktcee / @nixonmcinnes / @jennilloyd
Volatile
Uncertain
Complex
Ambiguous
#mktcee / @nixonmcinnes / @jennilloyd
Welcome to the
New Normal
#mktcee / @nixonmcinnes / @jennilloyd
VUCA Prime
Volatile
Uncertain
Complex
Ambiguous
Vision
Understanding
Clarity
Agility
thanks to Bob Johansen / Institute of the Future
#mktcee / @nixonmcinnes / @jennilloyd
MAKE THINGS
PEOPLE WANTthanks to John V Willshire / @willsh
#mktcee / @nixonmcinnes / @jennilloyd
No longer B2C
but H2H:
human-to-human
thanks to Bryan Kramer / PureMatter
#mktcee / @nixonmcinnes / @jennilloyd
Nunwood’s 6 Pillars of Customer
Experience Excellence
Personalisation / Integrity /
Respect time & effort /
Expectations / Resolution /
Empathy
#mktcee / @nixonmcinnes / @jennilloyd
Which pillar is your company’s strongest
point? And weakest?
Personalisation / Integrity /
Respect time & effort /
Expectations / Resolution /
Empathy
Discuss
#mktcee / @nixonmcinnes / @jennilloyd
The Pan Macmillan Reader
Engagement Programme
VUCA!
Why?
#mktcee / @nixonmcinnes / @jennilloyd
What
• Readers at the heart
• Decisions based on insight
• Demonstrate value
#mktcee / @nixonmcinnes / @jennilloyd
Respond to external
disruption
with managed
internal disruption
#mktcee / @nixonmcinnes / @jennilloyd
Pan
Macmillan
ReaderReaderRetailer PlatformAuthorAuthor
How: Changing relationships
#mktcee / @nixonmcinnes / @jennilloyd
Pan
Macmillan
ReaderReaderRetailer Platform AuthorAuthor
How: Changing relationships
#mktcee / @nixonmcinnes / @jennilloyd
desirable
(human)
viable
(business)
feasible
(technical)
innovation
thanks to Ideo.com
How: Test & Learn strategy
#mktcee / @nixonmcinnes / @jennilloyd
How: collaboration via the REG
PR
Marketing
Analytics
Editorial – Children’s
Editorial - Adult
Digital
Sales
15
#mktcee / @nixonmcinnes / @jennilloyd
Outcomes
Innovation
Collaboration
Customer focus
Agility
#mktcee / @nixonmcinnes / @jennilloyd
Takeaways
1. You can’t change your market
impact without changing
yourself
#mktcee / @nixonmcinnes / @jennilloyd
Takeaways
1. You can’t change your market
impact without changing
yourself
2. Get to know your customers as
people, not just as data
#mktcee / @nixonmcinnes / @jennilloyd
Takeaways
1. You can’t change your market
impact without changing
yourself
2. Get to know your customers as
people, not just as data
3. No one of us is smarter than all
of us
#mktcee / @nixonmcinnes / @jennilloyd
@jennilloyd / @babyjuggler
Thank you!
Any questions?

Contenu connexe

Tendances

Leading a Gen Y Sales Team and Driving Results
Leading a Gen Y Sales Team and Driving ResultsLeading a Gen Y Sales Team and Driving Results
Leading a Gen Y Sales Team and Driving ResultsHeinz Marketing Inc
 
Training and Celebrating Your Manufacturing
Training and Celebrating Your ManufacturingTraining and Celebrating Your Manufacturing
Training and Celebrating Your Manufacturingiammikebrown6
 
Industrial marketing agency and company
Industrial marketing agency and companyIndustrial marketing agency and company
Industrial marketing agency and companyiammikebrown6
 
Pinstorm Tips On Real Time Brand Management
Pinstorm Tips On Real Time Brand ManagementPinstorm Tips On Real Time Brand Management
Pinstorm Tips On Real Time Brand ManagementPinstormTech
 
recommendation letter - Enver
recommendation letter - Enverrecommendation letter - Enver
recommendation letter - EnverEnver Altuntas
 
7 Commandments of Content Marketing
7 Commandments of Content Marketing7 Commandments of Content Marketing
7 Commandments of Content MarketingSocial Samosa
 
Banners for poles and student sections
Banners for poles and student sectionsBanners for poles and student sections
Banners for poles and student sectionsiammikebrown6
 
7 Commandments of Content Marketing : Ultimate Success Story
7 Commandments of Content Marketing : Ultimate Success Story7 Commandments of Content Marketing : Ultimate Success Story
7 Commandments of Content Marketing : Ultimate Success StorySimplify360
 
Finding influencers: the who, the why and the how (webinar)
Finding influencers: the who, the why and the how (webinar)Finding influencers: the who, the why and the how (webinar)
Finding influencers: the who, the why and the how (webinar)Brandwatch
 
Starting e commerce business-here are 10 questions to ask yourself
Starting e commerce business-here are 10 questions to ask yourselfStarting e commerce business-here are 10 questions to ask yourself
Starting e commerce business-here are 10 questions to ask yourselfEcreations india
 
The power series seven habits of highly successful salespeople 2020
The power series  seven habits of highly successful salespeople 2020The power series  seven habits of highly successful salespeople 2020
The power series seven habits of highly successful salespeople 2020Richard Mulvey
 
We’ve been Experimenting with Customer Marketing and Here’s What You Should Know
We’ve been Experimenting with Customer Marketing and Here’s What You Should KnowWe’ve been Experimenting with Customer Marketing and Here’s What You Should Know
We’ve been Experimenting with Customer Marketing and Here’s What You Should KnowMaggie Crowley
 
1 million funnel blueprint
1 million funnel blueprint1 million funnel blueprint
1 million funnel blueprintSherif Makhlouf
 
5 Ways Your Sales Team Will Make the Next Webinar a Success
5 Ways Your Sales Team Will Make the Next Webinar a Success5 Ways Your Sales Team Will Make the Next Webinar a Success
5 Ways Your Sales Team Will Make the Next Webinar a SuccessMarketo
 
The 5 Characters of Product Management with Former Etsy PM
 The 5 Characters of Product Management with Former Etsy PM The 5 Characters of Product Management with Former Etsy PM
The 5 Characters of Product Management with Former Etsy PMProduct School
 
Manuel Rosso, Food on the Table
Manuel Rosso, Food on the TableManuel Rosso, Food on the Table
Manuel Rosso, Food on the TableSheila Goodman
 

Tendances (18)

Leading a Gen Y Sales Team and Driving Results
Leading a Gen Y Sales Team and Driving ResultsLeading a Gen Y Sales Team and Driving Results
Leading a Gen Y Sales Team and Driving Results
 
Training and Celebrating Your Manufacturing
Training and Celebrating Your ManufacturingTraining and Celebrating Your Manufacturing
Training and Celebrating Your Manufacturing
 
Industrial marketing agency and company
Industrial marketing agency and companyIndustrial marketing agency and company
Industrial marketing agency and company
 
Pinstorm Tips On Real Time Brand Management
Pinstorm Tips On Real Time Brand ManagementPinstorm Tips On Real Time Brand Management
Pinstorm Tips On Real Time Brand Management
 
Relationship Marketing
Relationship MarketingRelationship Marketing
Relationship Marketing
 
Branding
BrandingBranding
Branding
 
recommendation letter - Enver
recommendation letter - Enverrecommendation letter - Enver
recommendation letter - Enver
 
7 Commandments of Content Marketing
7 Commandments of Content Marketing7 Commandments of Content Marketing
7 Commandments of Content Marketing
 
Banners for poles and student sections
Banners for poles and student sectionsBanners for poles and student sections
Banners for poles and student sections
 
7 Commandments of Content Marketing : Ultimate Success Story
7 Commandments of Content Marketing : Ultimate Success Story7 Commandments of Content Marketing : Ultimate Success Story
7 Commandments of Content Marketing : Ultimate Success Story
 
Finding influencers: the who, the why and the how (webinar)
Finding influencers: the who, the why and the how (webinar)Finding influencers: the who, the why and the how (webinar)
Finding influencers: the who, the why and the how (webinar)
 
Starting e commerce business-here are 10 questions to ask yourself
Starting e commerce business-here are 10 questions to ask yourselfStarting e commerce business-here are 10 questions to ask yourself
Starting e commerce business-here are 10 questions to ask yourself
 
The power series seven habits of highly successful salespeople 2020
The power series  seven habits of highly successful salespeople 2020The power series  seven habits of highly successful salespeople 2020
The power series seven habits of highly successful salespeople 2020
 
We’ve been Experimenting with Customer Marketing and Here’s What You Should Know
We’ve been Experimenting with Customer Marketing and Here’s What You Should KnowWe’ve been Experimenting with Customer Marketing and Here’s What You Should Know
We’ve been Experimenting with Customer Marketing and Here’s What You Should Know
 
1 million funnel blueprint
1 million funnel blueprint1 million funnel blueprint
1 million funnel blueprint
 
5 Ways Your Sales Team Will Make the Next Webinar a Success
5 Ways Your Sales Team Will Make the Next Webinar a Success5 Ways Your Sales Team Will Make the Next Webinar a Success
5 Ways Your Sales Team Will Make the Next Webinar a Success
 
The 5 Characters of Product Management with Former Etsy PM
 The 5 Characters of Product Management with Former Etsy PM The 5 Characters of Product Management with Former Etsy PM
The 5 Characters of Product Management with Former Etsy PM
 
Manuel Rosso, Food on the Table
Manuel Rosso, Food on the TableManuel Rosso, Food on the Table
Manuel Rosso, Food on the Table
 

En vedette

Strategic Workforce Forecasting & Planning for Recruiters in a VUCA world, In...
Strategic Workforce Forecasting & Planning for Recruiters in a VUCA world, In...Strategic Workforce Forecasting & Planning for Recruiters in a VUCA world, In...
Strategic Workforce Forecasting & Planning for Recruiters in a VUCA world, In...Alexander Crépin
 
EL GRAN RETO y Lo que logramos!!!!
EL GRAN RETO y Lo que logramos!!!!EL GRAN RETO y Lo que logramos!!!!
EL GRAN RETO y Lo que logramos!!!!Luis Montalvan
 
The Pmarca Blog Archives
The Pmarca Blog ArchivesThe Pmarca Blog Archives
The Pmarca Blog ArchivesRazin Mustafiz
 
2007 Web2.0 Service
2007 Web2.0 Service 2007 Web2.0 Service
2007 Web2.0 Service Jin Lee
 
Ayuda memoria Taller Siguatepeque
Ayuda memoria Taller SiguatepequeAyuda memoria Taller Siguatepeque
Ayuda memoria Taller SiguatepequeLuis Montalvan
 
Wix Application Framework
Wix Application FrameworkWix Application Framework
Wix Application FrameworkRan Mizrahi
 
ChiefStrategyOfficer_preso_rev0
ChiefStrategyOfficer_preso_rev0ChiefStrategyOfficer_preso_rev0
ChiefStrategyOfficer_preso_rev0Jenni Lloyd
 
Why Spend a Semester Studying in Budapest?
Why Spend a Semester Studying in Budapest?Why Spend a Semester Studying in Budapest?
Why Spend a Semester Studying in Budapest?Andrew Kun
 
Best Practices for Managing Competitiveness
Best Practices for Managing CompetitivenessBest Practices for Managing Competitiveness
Best Practices for Managing CompetitivenessLakshita Gaur
 
Me, write an exam?
Me, write an exam?Me, write an exam?
Me, write an exam?JoAnn MIller
 
FM update by Mundie Salm
FM update by Mundie SalmFM update by Mundie Salm
FM update by Mundie Salmfarmingmatters
 
Working Memory Mode - Sunwoo&Marz
Working Memory Mode - Sunwoo&MarzWorking Memory Mode - Sunwoo&Marz
Working Memory Mode - Sunwoo&Marzswp91
 

En vedette (20)

Strategic Workforce Forecasting & Planning for Recruiters in a VUCA world, In...
Strategic Workforce Forecasting & Planning for Recruiters in a VUCA world, In...Strategic Workforce Forecasting & Planning for Recruiters in a VUCA world, In...
Strategic Workforce Forecasting & Planning for Recruiters in a VUCA world, In...
 
EL GRAN RETO y Lo que logramos!!!!
EL GRAN RETO y Lo que logramos!!!!EL GRAN RETO y Lo que logramos!!!!
EL GRAN RETO y Lo que logramos!!!!
 
0304
03040304
0304
 
The Pmarca Blog Archives
The Pmarca Blog ArchivesThe Pmarca Blog Archives
The Pmarca Blog Archives
 
0318
03180318
0318
 
2007 Web2.0 Service
2007 Web2.0 Service 2007 Web2.0 Service
2007 Web2.0 Service
 
Ayuda memoria Taller Siguatepeque
Ayuda memoria Taller SiguatepequeAyuda memoria Taller Siguatepeque
Ayuda memoria Taller Siguatepeque
 
тренинг 1
тренинг 1тренинг 1
тренинг 1
 
Cancionero
CancioneroCancionero
Cancionero
 
Wix Application Framework
Wix Application FrameworkWix Application Framework
Wix Application Framework
 
ONA I MÍRIAM
ONA I MÍRIAMONA I MÍRIAM
ONA I MÍRIAM
 
Wikicreation
WikicreationWikicreation
Wikicreation
 
ChiefStrategyOfficer_preso_rev0
ChiefStrategyOfficer_preso_rev0ChiefStrategyOfficer_preso_rev0
ChiefStrategyOfficer_preso_rev0
 
Why Spend a Semester Studying in Budapest?
Why Spend a Semester Studying in Budapest?Why Spend a Semester Studying in Budapest?
Why Spend a Semester Studying in Budapest?
 
Hoja parroquial del 30 de enero al 5 de febrero de 2012
Hoja parroquial del 30 de enero al 5 de febrero de 2012Hoja parroquial del 30 de enero al 5 de febrero de 2012
Hoja parroquial del 30 de enero al 5 de febrero de 2012
 
Best Practices for Managing Competitiveness
Best Practices for Managing CompetitivenessBest Practices for Managing Competitiveness
Best Practices for Managing Competitiveness
 
Me, write an exam?
Me, write an exam?Me, write an exam?
Me, write an exam?
 
Euskara motibazioak
Euskara motibazioakEuskara motibazioak
Euskara motibazioak
 
FM update by Mundie Salm
FM update by Mundie SalmFM update by Mundie Salm
FM update by Mundie Salm
 
Working Memory Mode - Sunwoo&Marz
Working Memory Mode - Sunwoo&MarzWorking Memory Mode - Sunwoo&Marz
Working Memory Mode - Sunwoo&Marz
 

Similaire à "To change your market impact you first need to change yourself" / presented at Customer Experience Evolution, London, March 2014

Chief Strategy Officer Summit / "No one of us is smarter than all of us" - Ra...
Chief Strategy Officer Summit / "No one of us is smarter than all of us" - Ra...Chief Strategy Officer Summit / "No one of us is smarter than all of us" - Ra...
Chief Strategy Officer Summit / "No one of us is smarter than all of us" - Ra...NixonMcInnes
 
Conscious Capitalism 2014 Slides - We First
Conscious Capitalism 2014 Slides - We FirstConscious Capitalism 2014 Slides - We First
Conscious Capitalism 2014 Slides - We FirstSimon Mainwaring
 
How To Make More Money With Creative, Customer-Focused Content Marketing
How To Make More Money With Creative, Customer-Focused Content Marketing How To Make More Money With Creative, Customer-Focused Content Marketing
How To Make More Money With Creative, Customer-Focused Content Marketing NewsCred
 
Career fair pr - complete
Career fair   pr - completeCareer fair   pr - complete
Career fair pr - completeTimeIncCareers
 
Customer Service and Social Media
Customer Service and Social MediaCustomer Service and Social Media
Customer Service and Social MediaErica Fisher
 
Are you ready to make your employees the stars of your business?
Are you ready to make your employees the stars of your business?Are you ready to make your employees the stars of your business?
Are you ready to make your employees the stars of your business?The Digital Conversationalist
 
30 Sales Tips to Build and Grow your Startup by Jon Woodroof and Enoch Pakanati
30 Sales Tips to Build and Grow your Startup by Jon Woodroof and Enoch Pakanati30 Sales Tips to Build and Grow your Startup by Jon Woodroof and Enoch Pakanati
30 Sales Tips to Build and Grow your Startup by Jon Woodroof and Enoch PakanatiEnoch James
 
Get In the Door with InsideView Connections and Social Media
Get In the Door with InsideView Connections and Social MediaGet In the Door with InsideView Connections and Social Media
Get In the Door with InsideView Connections and Social MediaInsideView
 
#FlipMyFunnel Marketing Leadership Training Workshop 3.22.2017
#FlipMyFunnel Marketing Leadership Training Workshop 3.22.2017#FlipMyFunnel Marketing Leadership Training Workshop 3.22.2017
#FlipMyFunnel Marketing Leadership Training Workshop 3.22.2017#FlipMyFunnel
 
Social Media Marketing & the Travel Industry
Social Media Marketing & the Travel IndustrySocial Media Marketing & the Travel Industry
Social Media Marketing & the Travel IndustryGina Lednyak
 
Social Media Marketing for the Tourism Industry
Social Media Marketing for the Tourism IndustrySocial Media Marketing for the Tourism Industry
Social Media Marketing for the Tourism IndustryL&A Social Media
 
How To Build A Self-Sustaining Customer Community
How To Build A Self-Sustaining Customer CommunityHow To Build A Self-Sustaining Customer Community
How To Build A Self-Sustaining Customer CommunitySimon Mainwaring
 
Marketing Edition: How we leverage UserTesting
Marketing Edition: How we leverage UserTesting Marketing Edition: How we leverage UserTesting
Marketing Edition: How we leverage UserTesting UserTesting
 
Increasing enquiries and sales from the web
Increasing enquiries and sales from the webIncreasing enquiries and sales from the web
Increasing enquiries and sales from the webPracticeWEB
 
Building Relevance in B2B Content Marketing
Building Relevance in B2B Content MarketingBuilding Relevance in B2B Content Marketing
Building Relevance in B2B Content MarketingMike Merrill
 

Similaire à "To change your market impact you first need to change yourself" / presented at Customer Experience Evolution, London, March 2014 (20)

Chief Strategy Officer Summit / "No one of us is smarter than all of us" - Ra...
Chief Strategy Officer Summit / "No one of us is smarter than all of us" - Ra...Chief Strategy Officer Summit / "No one of us is smarter than all of us" - Ra...
Chief Strategy Officer Summit / "No one of us is smarter than all of us" - Ra...
 
Conscious Capitalism 2014 Slides - We First
Conscious Capitalism 2014 Slides - We FirstConscious Capitalism 2014 Slides - We First
Conscious Capitalism 2014 Slides - We First
 
How To Make More Money With Creative, Customer-Focused Content Marketing
How To Make More Money With Creative, Customer-Focused Content Marketing How To Make More Money With Creative, Customer-Focused Content Marketing
How To Make More Money With Creative, Customer-Focused Content Marketing
 
Lean ing
Lean   ingLean   ing
Lean ing
 
Career fair pr - complete
Career fair   pr - completeCareer fair   pr - complete
Career fair pr - complete
 
Customer Service and Social Media
Customer Service and Social MediaCustomer Service and Social Media
Customer Service and Social Media
 
Are you ready to make your employees the stars of your business?
Are you ready to make your employees the stars of your business?Are you ready to make your employees the stars of your business?
Are you ready to make your employees the stars of your business?
 
SMC GLB Dec 2013
SMC GLB Dec 2013 SMC GLB Dec 2013
SMC GLB Dec 2013
 
30 Sales Tips to Build and Grow your Startup by Jon Woodroof and Enoch Pakanati
30 Sales Tips to Build and Grow your Startup by Jon Woodroof and Enoch Pakanati30 Sales Tips to Build and Grow your Startup by Jon Woodroof and Enoch Pakanati
30 Sales Tips to Build and Grow your Startup by Jon Woodroof and Enoch Pakanati
 
Get In the Door with InsideView Connections and Social Media
Get In the Door with InsideView Connections and Social MediaGet In the Door with InsideView Connections and Social Media
Get In the Door with InsideView Connections and Social Media
 
Pragmatic Marketer Summer 2016
Pragmatic Marketer Summer 2016Pragmatic Marketer Summer 2016
Pragmatic Marketer Summer 2016
 
#FlipMyFunnel Marketing Leadership Training Workshop 3.22.2017
#FlipMyFunnel Marketing Leadership Training Workshop 3.22.2017#FlipMyFunnel Marketing Leadership Training Workshop 3.22.2017
#FlipMyFunnel Marketing Leadership Training Workshop 3.22.2017
 
Putting social media to work
Putting social media to workPutting social media to work
Putting social media to work
 
Social Media Marketing & the Travel Industry
Social Media Marketing & the Travel IndustrySocial Media Marketing & the Travel Industry
Social Media Marketing & the Travel Industry
 
Social Media Marketing for the Tourism Industry
Social Media Marketing for the Tourism IndustrySocial Media Marketing for the Tourism Industry
Social Media Marketing for the Tourism Industry
 
Interactive marketing Vlerick M³
Interactive marketing Vlerick M³Interactive marketing Vlerick M³
Interactive marketing Vlerick M³
 
How To Build A Self-Sustaining Customer Community
How To Build A Self-Sustaining Customer CommunityHow To Build A Self-Sustaining Customer Community
How To Build A Self-Sustaining Customer Community
 
Marketing Edition: How we leverage UserTesting
Marketing Edition: How we leverage UserTesting Marketing Edition: How we leverage UserTesting
Marketing Edition: How we leverage UserTesting
 
Increasing enquiries and sales from the web
Increasing enquiries and sales from the webIncreasing enquiries and sales from the web
Increasing enquiries and sales from the web
 
Building Relevance in B2B Content Marketing
Building Relevance in B2B Content MarketingBuilding Relevance in B2B Content Marketing
Building Relevance in B2B Content Marketing
 

Plus de Jenni Lloyd

Work: time for a redesign
Work: time for a redesignWork: time for a redesign
Work: time for a redesignJenni Lloyd
 
Building connected cultures. Why, what & how.
Building connected cultures. Why, what & how.Building connected cultures. Why, what & how.
Building connected cultures. Why, what & how.Jenni Lloyd
 
Work. Time for a redesign.
Work. Time for a redesign.Work. Time for a redesign.
Work. Time for a redesign.Jenni Lloyd
 
CXevolution_preso_rev3
CXevolution_preso_rev3CXevolution_preso_rev3
CXevolution_preso_rev3Jenni Lloyd
 
TV and the collective brain
TV and the collective brainTV and the collective brain
TV and the collective brainJenni Lloyd
 
Measuring conversation and community
Measuring conversation and communityMeasuring conversation and community
Measuring conversation and communityJenni Lloyd
 
A framework for measuring social media
A framework for measuring social mediaA framework for measuring social media
A framework for measuring social mediaJenni Lloyd
 
"From relevance to resonance - the rebirth of the storyteller" / Jenni Lloyd ...
"From relevance to resonance - the rebirth of the storyteller" / Jenni Lloyd ..."From relevance to resonance - the rebirth of the storyteller" / Jenni Lloyd ...
"From relevance to resonance - the rebirth of the storyteller" / Jenni Lloyd ...Jenni Lloyd
 
"Twitter: what's all the fuss about?" / Jenni Lloyd @ Revolution Forum / Nove...
"Twitter: what's all the fuss about?" / Jenni Lloyd @ Revolution Forum / Nove..."Twitter: what's all the fuss about?" / Jenni Lloyd @ Revolution Forum / Nove...
"Twitter: what's all the fuss about?" / Jenni Lloyd @ Revolution Forum / Nove...Jenni Lloyd
 
Planning Value Measurements into your Social Media Strategy
Planning Value Measurements into your Social Media StrategyPlanning Value Measurements into your Social Media Strategy
Planning Value Measurements into your Social Media StrategyJenni Lloyd
 
Monitoring The Social Media Conversation Vocus Webinar
Monitoring The Social Media Conversation   Vocus WebinarMonitoring The Social Media Conversation   Vocus Webinar
Monitoring The Social Media Conversation Vocus WebinarJenni Lloyd
 
Social Media For Small Businesses
Social Media For Small BusinessesSocial Media For Small Businesses
Social Media For Small BusinessesJenni Lloyd
 
Smash-ability - supporting your brand in the widgetsphere / Jenni Lloyd / Oct 08
Smash-ability - supporting your brand in the widgetsphere / Jenni Lloyd / Oct 08Smash-ability - supporting your brand in the widgetsphere / Jenni Lloyd / Oct 08
Smash-ability - supporting your brand in the widgetsphere / Jenni Lloyd / Oct 08Jenni Lloyd
 

Plus de Jenni Lloyd (13)

Work: time for a redesign
Work: time for a redesignWork: time for a redesign
Work: time for a redesign
 
Building connected cultures. Why, what & how.
Building connected cultures. Why, what & how.Building connected cultures. Why, what & how.
Building connected cultures. Why, what & how.
 
Work. Time for a redesign.
Work. Time for a redesign.Work. Time for a redesign.
Work. Time for a redesign.
 
CXevolution_preso_rev3
CXevolution_preso_rev3CXevolution_preso_rev3
CXevolution_preso_rev3
 
TV and the collective brain
TV and the collective brainTV and the collective brain
TV and the collective brain
 
Measuring conversation and community
Measuring conversation and communityMeasuring conversation and community
Measuring conversation and community
 
A framework for measuring social media
A framework for measuring social mediaA framework for measuring social media
A framework for measuring social media
 
"From relevance to resonance - the rebirth of the storyteller" / Jenni Lloyd ...
"From relevance to resonance - the rebirth of the storyteller" / Jenni Lloyd ..."From relevance to resonance - the rebirth of the storyteller" / Jenni Lloyd ...
"From relevance to resonance - the rebirth of the storyteller" / Jenni Lloyd ...
 
"Twitter: what's all the fuss about?" / Jenni Lloyd @ Revolution Forum / Nove...
"Twitter: what's all the fuss about?" / Jenni Lloyd @ Revolution Forum / Nove..."Twitter: what's all the fuss about?" / Jenni Lloyd @ Revolution Forum / Nove...
"Twitter: what's all the fuss about?" / Jenni Lloyd @ Revolution Forum / Nove...
 
Planning Value Measurements into your Social Media Strategy
Planning Value Measurements into your Social Media StrategyPlanning Value Measurements into your Social Media Strategy
Planning Value Measurements into your Social Media Strategy
 
Monitoring The Social Media Conversation Vocus Webinar
Monitoring The Social Media Conversation   Vocus WebinarMonitoring The Social Media Conversation   Vocus Webinar
Monitoring The Social Media Conversation Vocus Webinar
 
Social Media For Small Businesses
Social Media For Small BusinessesSocial Media For Small Businesses
Social Media For Small Businesses
 
Smash-ability - supporting your brand in the widgetsphere / Jenni Lloyd / Oct 08
Smash-ability - supporting your brand in the widgetsphere / Jenni Lloyd / Oct 08Smash-ability - supporting your brand in the widgetsphere / Jenni Lloyd / Oct 08
Smash-ability - supporting your brand in the widgetsphere / Jenni Lloyd / Oct 08
 

Dernier

AMAZON SELLER VIRTUAL ASSISTANT PRODUCT RESEARCH .pdf
AMAZON SELLER VIRTUAL ASSISTANT PRODUCT RESEARCH .pdfAMAZON SELLER VIRTUAL ASSISTANT PRODUCT RESEARCH .pdf
AMAZON SELLER VIRTUAL ASSISTANT PRODUCT RESEARCH .pdfJohnCarloValencia4
 
Borderless Access - Global Panel book-unlock 2024
Borderless Access - Global Panel book-unlock 2024Borderless Access - Global Panel book-unlock 2024
Borderless Access - Global Panel book-unlock 2024Borderless Access
 
Entrepreneurship & organisations: influences and organizations
Entrepreneurship & organisations: influences and organizationsEntrepreneurship & organisations: influences and organizations
Entrepreneurship & organisations: influences and organizationsP&CO
 
A flour, rice and Suji company in Jhang.
A flour, rice and Suji company in Jhang.A flour, rice and Suji company in Jhang.
A flour, rice and Suji company in Jhang.mcshagufta46
 
Upgrade Your Banking Experience with Advanced Core Banking Applications
Upgrade Your Banking Experience with Advanced Core Banking ApplicationsUpgrade Your Banking Experience with Advanced Core Banking Applications
Upgrade Your Banking Experience with Advanced Core Banking ApplicationsIntellect Design Arena Ltd
 
Team B Mind Map for Organizational Chg..
Team B Mind Map for Organizational Chg..Team B Mind Map for Organizational Chg..
Team B Mind Map for Organizational Chg..dlewis191
 
Plano de marketing- inglês em formato ppt
Plano de marketing- inglês  em formato pptPlano de marketing- inglês  em formato ppt
Plano de marketing- inglês em formato pptElizangelaSoaresdaCo
 
Borderless Access - Global B2B Panel book-unlock 2024
Borderless Access - Global B2B Panel book-unlock 2024Borderless Access - Global B2B Panel book-unlock 2024
Borderless Access - Global B2B Panel book-unlock 2024Borderless Access
 
ISONIKE Ltd Accreditation for the Conformity Assessment and Certification of ...
ISONIKE Ltd Accreditation for the Conformity Assessment and Certification of ...ISONIKE Ltd Accreditation for the Conformity Assessment and Certification of ...
ISONIKE Ltd Accreditation for the Conformity Assessment and Certification of ...ISONIKELtd
 
Chapter_Five_The_Rural_Development_Policies_and_Strategy_of_Ethiopia.pptx
Chapter_Five_The_Rural_Development_Policies_and_Strategy_of_Ethiopia.pptxChapter_Five_The_Rural_Development_Policies_and_Strategy_of_Ethiopia.pptx
Chapter_Five_The_Rural_Development_Policies_and_Strategy_of_Ethiopia.pptxesiyasmengesha
 
Ethical stalking by Mark Williams. UpliftLive 2024
Ethical stalking by Mark Williams. UpliftLive 2024Ethical stalking by Mark Williams. UpliftLive 2024
Ethical stalking by Mark Williams. UpliftLive 2024Winbusinessin
 
Developing Coaching Skills: Mine, Yours, Ours
Developing Coaching Skills: Mine, Yours, OursDeveloping Coaching Skills: Mine, Yours, Ours
Developing Coaching Skills: Mine, Yours, OursKaiNexus
 
Personal Brand Exploration Presentation Eric Bonilla
Personal Brand Exploration Presentation Eric BonillaPersonal Brand Exploration Presentation Eric Bonilla
Personal Brand Exploration Presentation Eric BonillaEricBonilla13
 
Talent Management research intelligence_13 paradigm shifts_20 March 2024.pdf
Talent Management research intelligence_13 paradigm shifts_20 March 2024.pdfTalent Management research intelligence_13 paradigm shifts_20 March 2024.pdf
Talent Management research intelligence_13 paradigm shifts_20 March 2024.pdfCharles Cotter, PhD
 
Borderless Access - Global Panel book-unlock 2024
Borderless Access - Global Panel book-unlock 2024Borderless Access - Global Panel book-unlock 2024
Borderless Access - Global Panel book-unlock 2024Borderless Access
 
Boat Trailers Market PPT: Growth, Outlook, Demand, Keyplayer Analysis and Opp...
Boat Trailers Market PPT: Growth, Outlook, Demand, Keyplayer Analysis and Opp...Boat Trailers Market PPT: Growth, Outlook, Demand, Keyplayer Analysis and Opp...
Boat Trailers Market PPT: Growth, Outlook, Demand, Keyplayer Analysis and Opp...IMARC Group
 
Fabric RFID Wristbands in Ireland for Events and Festivals
Fabric RFID Wristbands in Ireland for Events and FestivalsFabric RFID Wristbands in Ireland for Events and Festivals
Fabric RFID Wristbands in Ireland for Events and FestivalsWristbands Ireland
 
Live-Streaming in the Music Industry Webinar
Live-Streaming in the Music Industry WebinarLive-Streaming in the Music Industry Webinar
Live-Streaming in the Music Industry WebinarNathanielSchmuck
 

Dernier (20)

AMAZON SELLER VIRTUAL ASSISTANT PRODUCT RESEARCH .pdf
AMAZON SELLER VIRTUAL ASSISTANT PRODUCT RESEARCH .pdfAMAZON SELLER VIRTUAL ASSISTANT PRODUCT RESEARCH .pdf
AMAZON SELLER VIRTUAL ASSISTANT PRODUCT RESEARCH .pdf
 
Borderless Access - Global Panel book-unlock 2024
Borderless Access - Global Panel book-unlock 2024Borderless Access - Global Panel book-unlock 2024
Borderless Access - Global Panel book-unlock 2024
 
Entrepreneurship & organisations: influences and organizations
Entrepreneurship & organisations: influences and organizationsEntrepreneurship & organisations: influences and organizations
Entrepreneurship & organisations: influences and organizations
 
A flour, rice and Suji company in Jhang.
A flour, rice and Suji company in Jhang.A flour, rice and Suji company in Jhang.
A flour, rice and Suji company in Jhang.
 
Upgrade Your Banking Experience with Advanced Core Banking Applications
Upgrade Your Banking Experience with Advanced Core Banking ApplicationsUpgrade Your Banking Experience with Advanced Core Banking Applications
Upgrade Your Banking Experience with Advanced Core Banking Applications
 
Team B Mind Map for Organizational Chg..
Team B Mind Map for Organizational Chg..Team B Mind Map for Organizational Chg..
Team B Mind Map for Organizational Chg..
 
Plano de marketing- inglês em formato ppt
Plano de marketing- inglês  em formato pptPlano de marketing- inglês  em formato ppt
Plano de marketing- inglês em formato ppt
 
Borderless Access - Global B2B Panel book-unlock 2024
Borderless Access - Global B2B Panel book-unlock 2024Borderless Access - Global B2B Panel book-unlock 2024
Borderless Access - Global B2B Panel book-unlock 2024
 
ISONIKE Ltd Accreditation for the Conformity Assessment and Certification of ...
ISONIKE Ltd Accreditation for the Conformity Assessment and Certification of ...ISONIKE Ltd Accreditation for the Conformity Assessment and Certification of ...
ISONIKE Ltd Accreditation for the Conformity Assessment and Certification of ...
 
Chapter_Five_The_Rural_Development_Policies_and_Strategy_of_Ethiopia.pptx
Chapter_Five_The_Rural_Development_Policies_and_Strategy_of_Ethiopia.pptxChapter_Five_The_Rural_Development_Policies_and_Strategy_of_Ethiopia.pptx
Chapter_Five_The_Rural_Development_Policies_and_Strategy_of_Ethiopia.pptx
 
Ethical stalking by Mark Williams. UpliftLive 2024
Ethical stalking by Mark Williams. UpliftLive 2024Ethical stalking by Mark Williams. UpliftLive 2024
Ethical stalking by Mark Williams. UpliftLive 2024
 
Developing Coaching Skills: Mine, Yours, Ours
Developing Coaching Skills: Mine, Yours, OursDeveloping Coaching Skills: Mine, Yours, Ours
Developing Coaching Skills: Mine, Yours, Ours
 
Personal Brand Exploration Presentation Eric Bonilla
Personal Brand Exploration Presentation Eric BonillaPersonal Brand Exploration Presentation Eric Bonilla
Personal Brand Exploration Presentation Eric Bonilla
 
Talent Management research intelligence_13 paradigm shifts_20 March 2024.pdf
Talent Management research intelligence_13 paradigm shifts_20 March 2024.pdfTalent Management research intelligence_13 paradigm shifts_20 March 2024.pdf
Talent Management research intelligence_13 paradigm shifts_20 March 2024.pdf
 
Borderless Access - Global Panel book-unlock 2024
Borderless Access - Global Panel book-unlock 2024Borderless Access - Global Panel book-unlock 2024
Borderless Access - Global Panel book-unlock 2024
 
Boat Trailers Market PPT: Growth, Outlook, Demand, Keyplayer Analysis and Opp...
Boat Trailers Market PPT: Growth, Outlook, Demand, Keyplayer Analysis and Opp...Boat Trailers Market PPT: Growth, Outlook, Demand, Keyplayer Analysis and Opp...
Boat Trailers Market PPT: Growth, Outlook, Demand, Keyplayer Analysis and Opp...
 
Investment Opportunity for Thailand's Automotive & EV Industries
Investment Opportunity for Thailand's Automotive & EV IndustriesInvestment Opportunity for Thailand's Automotive & EV Industries
Investment Opportunity for Thailand's Automotive & EV Industries
 
Fabric RFID Wristbands in Ireland for Events and Festivals
Fabric RFID Wristbands in Ireland for Events and FestivalsFabric RFID Wristbands in Ireland for Events and Festivals
Fabric RFID Wristbands in Ireland for Events and Festivals
 
Live-Streaming in the Music Industry Webinar
Live-Streaming in the Music Industry WebinarLive-Streaming in the Music Industry Webinar
Live-Streaming in the Music Industry Webinar
 
WAM Corporate Presentation Mar 25 2024.pdf
WAM Corporate Presentation Mar 25 2024.pdfWAM Corporate Presentation Mar 25 2024.pdf
WAM Corporate Presentation Mar 25 2024.pdf
 

"To change your market impact you first need to change yourself" / presented at Customer Experience Evolution, London, March 2014

  • 1. #mktcee / @nixonmcinnes / @jennilloyd To change your market impact you need to change yourself Customer Experience Evolution / March 2014
  • 2. #mktcee / @nixonmcinnes / @jennilloyd Jenni Lloyd @jennilloyd nixonmcinnes.co.uk Sara Lloyd @babyjuggler panmacmillan.co.uk Hello!
  • 3. #mktcee / @nixonmcinnes / @jennilloyd About NM Great companies are communities of purpose
  • 4. #mktcee / @nixonmcinnes / @jennilloyd Obligatory logo slide
  • 5. #mktcee / @nixonmcinnes / @jennilloyd First things first Tell the person next to you about the most recent customer experience you had… What made it good or bad?
  • 6. #mktcee / @nixonmcinnes / @jennilloyd We are all customers
  • 7. #mktcee / @nixonmcinnes / @jennilloyd Today 1. Setting the scene: the New Normal 2. Case study: putting readers at the heart of Pan Macmillan 3. Takeaways: things to do tomorrow
  • 8. #mktcee / @nixonmcinnes / @jennilloyd VUCA
  • 9. #mktcee / @nixonmcinnes / @jennilloyd Volatile Uncertain Complex Ambiguous
  • 10. #mktcee / @nixonmcinnes / @jennilloyd Welcome to the New Normal
  • 11. #mktcee / @nixonmcinnes / @jennilloyd VUCA Prime Volatile Uncertain Complex Ambiguous Vision Understanding Clarity Agility thanks to Bob Johansen / Institute of the Future
  • 12. #mktcee / @nixonmcinnes / @jennilloyd MAKE THINGS PEOPLE WANTthanks to John V Willshire / @willsh
  • 13. #mktcee / @nixonmcinnes / @jennilloyd No longer B2C but H2H: human-to-human thanks to Bryan Kramer / PureMatter
  • 14. #mktcee / @nixonmcinnes / @jennilloyd Nunwood’s 6 Pillars of Customer Experience Excellence Personalisation / Integrity / Respect time & effort / Expectations / Resolution / Empathy
  • 15. #mktcee / @nixonmcinnes / @jennilloyd Which pillar is your company’s strongest point? And weakest? Personalisation / Integrity / Respect time & effort / Expectations / Resolution / Empathy Discuss
  • 16. #mktcee / @nixonmcinnes / @jennilloyd The Pan Macmillan Reader Engagement Programme VUCA! Why?
  • 17. #mktcee / @nixonmcinnes / @jennilloyd What • Readers at the heart • Decisions based on insight • Demonstrate value
  • 18. #mktcee / @nixonmcinnes / @jennilloyd Respond to external disruption with managed internal disruption
  • 19. #mktcee / @nixonmcinnes / @jennilloyd Pan Macmillan ReaderReaderRetailer PlatformAuthorAuthor How: Changing relationships
  • 20. #mktcee / @nixonmcinnes / @jennilloyd Pan Macmillan ReaderReaderRetailer Platform AuthorAuthor How: Changing relationships
  • 21. #mktcee / @nixonmcinnes / @jennilloyd desirable (human) viable (business) feasible (technical) innovation thanks to Ideo.com How: Test & Learn strategy
  • 22. #mktcee / @nixonmcinnes / @jennilloyd How: collaboration via the REG PR Marketing Analytics Editorial – Children’s Editorial - Adult Digital Sales 15
  • 23. #mktcee / @nixonmcinnes / @jennilloyd Outcomes Innovation Collaboration Customer focus Agility
  • 24. #mktcee / @nixonmcinnes / @jennilloyd Takeaways 1. You can’t change your market impact without changing yourself
  • 25. #mktcee / @nixonmcinnes / @jennilloyd Takeaways 1. You can’t change your market impact without changing yourself 2. Get to know your customers as people, not just as data
  • 26. #mktcee / @nixonmcinnes / @jennilloyd Takeaways 1. You can’t change your market impact without changing yourself 2. Get to know your customers as people, not just as data 3. No one of us is smarter than all of us
  • 27. #mktcee / @nixonmcinnes / @jennilloyd @jennilloyd / @babyjuggler Thank you! Any questions?

Notes de l'éditeur

  1. Both – intro ourselves Here to share insights from the work we’ve been doing together for the last couple of years and the thinking that informed it
  2. Jenni A little bit about NixonMcInnes. We’ve been around for quite a while and have evolved as the impact of the internet has changed the world of business around us. We were one of the first social media agencies in the UK but quickly realised that social for us isn’t about technology or campaigns, but about people and communities. We help clients bring together communities to create smarter solutions to complex problems in a world of constant change.
  3. Jenni We work with complex orgs that have been around for a while – they’re the ‘end-ups’ competing against digital native start-ups, or fighting to maintain relevance with audiences who are moving on
  4. Sara – 1 min
  5. Sara
  6. Sara I thought it might be best for you to do this one and for me to start with the next section. This slide is just a sign poster – letting people know what we’ve got in store. We talked before about this being like a funnel – from big ideas to practical action by way of a case study
  7. Jenni A term adopted by business leaders from the American military to describe our chaotic, turbulent, and rapidly changing business environment
  8. Jenni “We are moving from a world of problems, which demand speed, analysis, and elimination of uncertainty to solve, to a world of dilemmas, which demand patience, sense-making, and an engagement of uncertainty.”
  9. Jenni The chaotic “new normal” in business is real. What does this mean for business? A new “normal”: Rapid changes driven by technological & societal developments like social media Business models challenged and made obsolete by new agile competitors Changing populations – growing, aging & massively interconnected, Disruptions to lives, economies, and businesses It’s not going to stop!
  10. Jenni VUCA identifies the internal and external conditions affecting orgs today. The VUCA Prime proposes how business can thrive in a VUCA world. Developed by Bob Johansen, distinguished fellow at the Institute for the Future and the author of Leaders Make the Future: Ten New Leadership Skills for an Uncertain World. Vision addresses volatility Understanding addresses uncertainty Clarity addresses Complexity Agility addresses Ambiguity
  11. Jenni How do we make this real? CUSTOMERS are the key no longer about service or satisfaction, but putting customers at heart of business is a strategic imperative Delivering a vision that is meaningful to them, help them choose in a sea of options Listen to and learn to understand not just what they have bought but what needs/dreams/fears & motivations they have for the future, Work with them to develop the products or services that meet those needs Be clear and help them make sense of your offer so they can make better, informed decisions Be agile – respond to feedback, communicate across your organisation & move quickly to apply it to your solutions Marketing is vital to making the change. No longer about making people want things – but instead about making things that things people want (ie marketing integrated with product development)
  12. Jenni Businesses don’t have emotion, people do People want to be part of something bigger than themselves People want to feel something To be included To understand & be understood http://www.briansolis.com/2014/02/return-simplicity-empathy-imperfection-communication-human-human-h2h/
  13. Sara Might be difficult to grasp how human-2-human can be made real – luckily Nunwood Research have done a whole body of analysis to break down what people really appreciate in terms of their experience with companies and created a handy tool to help us align our business practices with customers’ needs/dreams and motivations: The six pillars of customer experience excellence: Based on semantic analysis of over 500,000 consumer reviews, six pillars consistently emerge as defining customer experience excellence for the world’s best brands. Examples come from The 2013 UK Customer Experience Excellence Top 20 report. Personalisation – using individualised attention to drive an emotional connection: e.g. Amazon recommendations Integrity – being trustworthy & engendering trust e.g. John Lewis “Never knowingly undersold” Valuing customers’ time & effort e.g. First Direct – get straight through to a person as soon as you call Expectations – managing, meeting and exceeding e.g. Virgin Atlantic “brilliant basics & magic moments” Resolution – turning a poor experience into a great one e.g. // Laithwaites has a simple motto “if you’re not happy with a bottle don’t pay for it”. Empathy – achieving an understanding of the customers’ circumstances to drive deep rapport e.g. Lush
  14. Sara– 1 minute
  15. Sara VUCA conditions we looked at earlier have had massive impact on world of publishing (Volatile, Uncertain, Complex, Ambiguous) Business focused on B2B not to B2C Increasingly competitive environment – new agile, digital competitors Shift from physical to digital product Judgements based on instinct & taste rather than consumer insight – no longer enough Ever increasing pace of change
  16. Sara Put the reader at the heart of the business Generate consumer insight – use it to inform publishing & marketing decisions Demonstrate publishers’ continued relevance & added value to authors
  17. Jenni The whole business faced the same challenges - so we engaged the whole business to work together to address them. We needed everyone to recognise the value of the relationship with readers and to consider what they need to do differently to connect with them A big part of this programme was about taking people on a journey - a learning journey that would build experience and give them clarity about how to shape the future for Pan Macmillan. A comprehensive programme but boiled down into 3 main elements…
  18. Culture – mindset shift: focus from retailers to customers, learning from customers and evolving solutions
  19. Jenni Culture – mindset shift: focus from retailers to customers, learning from customers and evolving solutions
  20. Jenni Core publishing process is massively well established – based on taking a raw manuscript and crafting a polished artefact. Perfectionism is ingrained – and essential. But this process doesn’t accommodate a new need to explore different ways for readers to consume stories, different places for stories to live, new ways to connect readers with writers. Needed to build an innovation layer to sit alongside the core process and a mindset that could tolerate imperfection long enough to test and learn. Strategy – pilot customer-centric initiatives, build innovation layer, learn to experiment – generate understanding of what customers want
  21. Jenni REG – convene inter-disciplinary group to collaborate, test new ideas & learn together – create a more agile, innovative company
  22. Jenni Developed innovation framework & capability Established cross-functional working Created new roles & structure focused on customer needs Embedded test & learn approach into BAU
  23. Sara 1. You can’t change your market impact without changing yourself What fun internal disruption can you start tomorrow?
  24. Jenni 2. Get to know your customers as people – not just data Listen to or talk to a customer every day. It could be a neighbour, your brother, on Facebook. (Pan Mac always thought they needed more insight. But they had loads and didn’t use it.) What quick and dirty ways can you find to keep in touch with your customers?
  25. Sara 3. No one of us is smarter than all of us. Customers don’t care about the crazy ways we organise ourselves – they want a consistent, coherent experience whatever they’re doing. What group could you convene to join things up on the inside and meet your customers’ needs in smarter, unexpected ways?
  26. Jenni