2. iPerform..
The crisis in the world may seem like a dimension beyond your
control but it is you and me who make a difference in every day
life. We are in control, starting small, together we create a
movement. We are empowered by choice so lets make life and
business better. How can you contribute in resolving the crisis?
Resolving Business Issues is about managing change by
connecting and aligning diverse digital dimensions.
3. Digital Diversity
• Digital empowers us in every day life. Digital brings us:
• Easy access to the people we know, where they are and what they do.
iConnect is about using digital tools like Whatsapp, FaceTime, IM,
Snapchat and more live communication tools.
• Transparency in finance, transacting, commerce and payments.
iProcess is about using digital tool sSquare, Bitcoin, Paypal and more
processing tools.
• Community care, coalition, co-creation, commerce. iCare is about
using digital services as
• Personal responsiveness, creates windows of opportunities in
resolving business issues and increasing the quality of business value.
4. Responsive to needs
Marketing has shifted from product push, sales orientation and
noisy commercial offerings to "moments" that matter to
consumers, a shift away from campaign management to
consumer experiences that fit their moments of attention and
needs: empowered by digital, optimized by channels with social
services.
A moment of openess, appreciation and a conversion of a need
into a product or a service. Designing responsiveness to
Momentum Marketing is Just-In-Time consumer brand
experiences with brand value creation and a profitable ROI.
5. Intimacy is key
The importance of Intimacy is the importance of
attention, recognition of a relation, understanding of
needs and the offering of relevant solutions for these
needs.
Business and marketing priorities change as customers
interact digitally and expect recognition and similar
service levels across touch points. Intimacy builds trust
with your consumers and creates opportunities for
innovation.
The key is understanding the true value of intimacy ..
6. Consumer Experience
a Great Consumer Experience is a combination of
Creativity & real time Data to digitally service a customer's
need with free, paid or branded functionality or
engagement.
An experience powered by social, data & technology.
7. Experiences start with touch points
Integrate all sources: own, social, channels, touch points.
Analyze data for real time habits to derive needs
Change the organizational culture to customer intimacy.
Embrace social, it gives you all customers need.
Manage cultural change by consumer expectations.
Monitor & Manage are always on.
Data enables you to get a true one-to-one experience if you know
what to do with it!
8. The Data promise
• Create unique customer experiences
• Deliver data-informed creative experiences
• You need to have a clear vision, a customer
strategy, the technology in place and use real-
time and complete analytics to create this
unique experiences.
• Sorry, it really starts with emotional commitment..
10. ...with New Roles
• Holistic Expertise: digital specialists who oversees the technological landscape
and combines this with consumer needs analysis, to redesign a company's true
value proposition and innovates it's competitive advantages.
• Social Scientists: social experts who derives marketing & sales insights online and
through digital channels on social servicing and latent consumer needs,
combining predictive modeling with fusing social intelligence in data warehouses.
• CCO - Chief Curation Officers: create branded consumer experiences by mashing
up data, technology and media to multiply the consumer experiences.
• Leaders of Intimacy: collect, share and design relevant interactive communication
across social channels, consumer touch points and strengthening the Brand ID.
• Creative Cooks: break down the silo ecosystem and build a company community
to share common needs and provide customer intimacy.
11. ...and New
Responsibilities
• Chief Happiness: in charge of the overall digital consumer satisfaction,
monitoring the user friendliness experiences across channels, touch
points, products and using strategic business innovations to deliver
profitable Customer Intimacy.
• Chief Customer Intimacy: business manager with expertise in financing
the intimate experience from a customer life time perspective. In charge of
streamlining the overall consumer experience. It is about managing ROI
investments and harmonizing the channel innovations that supports the
custom customer experience.
• Social squad: team members specializing in social channels, digital
channels combined with a broad understanding of the user base, users
experiences an user needs for service development and conversion
opportunities.
12. Success..
Success requires being flexible, small loops for change, adjustments to consumer
needs. It is an iterative and ongoing process to modify for change. Take a hard
look at the business, the concepts, products and consumer touch points and
organize for continuous innovation.
Digital Developments and Innovation change the business models and the way
companies are structured. Success in Business is about Customer focus on
Intimacy, being open, flexible and fearless of change and powered by technology.
True success requires more than a process and customer focus.
If you really want to be successful, you need to….
