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What is Digital?
That’s a tough one....and you would never imagine how many professionals have asked this question.
Because at the end of the day, they feel lost.
I could have called this presentation “What is digital?” but didn’t seems to do the trick and I’d rather have some people share it.
This guide is here to help you better understand to what extent digital, as a tool, is modifying the company and (probably) your job.
Drawings have been made by Gaelle Lasne.
2! This guide is a
concentrate of a larger presentation that I give to Top Executives worldwide to help them better understand digital and its impact on their company.! This presentation is not dedicated to digital professionals but to their colleagues.! To discuss/have a coffee:! firstname.lastname@example.org! Twitter: @gregfromparis! “! ”!
8! YOU NEED TO BREAK
DOWN THE SILOS!! Companies still sometimes view “online” and ! “ofﬂine” as silos.! Organizations are very often structured accordingly,! which implies a complicated pathway for the consumer ! and different messages/experiences that are not connected.! Silos also occur between countries, between services, between brands (in groups).... These must be broken down.!
10! BUT DIGITAL IS MUCH
LIKE… A PEN! I often compare Digital to a Pen. It’s complicated in a! company if you don’t know how to write – but you ! don’t get directions on how to use a “pen”. ! It should be the same for “digital” which is nothing more than a tool, used in every way to ultimately make things easier.! A initiation to digital is essential in the beginning though, because digital is everybody’s job.! If you disagree, this slide deck might prove you wrong... Sorry.!
11! DID YOU REALIZE THAT
THE WORLD IS FLAT?! Thomas Friedman wrote this amazing book years! ago and the expression has never been so true.! Digital enables everybody to connect to anybody, anywhere in the world. Which enables everybody to do business in a worldwide market. But it also enables the consumer to choose from many choices.! This has a major impact on business.!
12! IN AN ACCELERATED WORLD,
PLEASE SLOW DOWN! In this fast environment, I know you may feel confused or lost and want to race ahead... Please don’t.! To be successful, you have to be well-prepared. This means focusing on what your brand is really doing (building stuff is not an answer), listening very carefully & focusing on your customers’ expectations.! We will go into that in more detail in this presentation.!
13! " BRANDS NEED TO CHANGE
THE WAY THEY CHANGE " Gary Hamel - Consultant! At this stage, you have to make the move from "operational agility" (continue what you are doing, but do it better) to “strategic adaptability".! Strategic adaptability, by contrast, refers to a company's capacity to reconﬁgure its underlying business concept.! During its brief history, Amazon has morphed from a web-based bookseller, to an online retail platform, to a digital media powerhouse and, most recently, to a leader in cloud computing.!
14! LET’S FOCUS ON THE
6 MAJOR AREAS OF IMPACT FOR BRANDS*! *Digital is a bottomless pit and the objective here is to give an overview, not a detailed presentation on each subject!
15! THE MARKETING PERSPECTIVE! CUSTOMER!
KNOWLEDGE! PRODUCT DEVELOPMENT! A NEW PERSPECTIVE! MARKETING IS MOSTLY ABOUT LISTENING, NOT TALKING! With people speaking freely on the web, it is possible for brands to listen and gather data they never dreamt of having before.! IT’S ALL ABOUT SUPRESSING CUSTOMER FRICTIONS! A friction is a difﬁculty encountered by the customer experiencing a product or a service.! For both pure player & classic business, digital enables marketers to reinvent and improve the experience.! ! DIGITAL IS NOT A MARKETING REVOLUTION, IT BRINGS YOU BACK TO THE BASICS! Digital is not a race ahead, you need to have your basics in place (values, sense of purpose, utility) if you don’t want to lose time & money and engage with people.! In a fast-moving environment, people are seeking out strong values.!
16! Big data is in
everyone’s mouth. What’s powerful with! connected objects like Nike Fuelband is not only the product! itself, but the opportunity for people to self-quantify, and for the! brand to gather all this data and transform it into valuable knowledge.! NIKE FUELBAND IS A CANDY STORE! OF CUSTOMER KNOWLEDGE! THE MARKETING PERSPECTIVE/! CUSTOMER KNOWLEDGE!
17! NEST DISRUPTS.... THERMOSTATS !
From a static thermostat to an intelligent and mobile system.! Unfortunately, it is rarely the industry experts that disrupt their own business. This happens usually thanks to the people who think differently…! THE MARKETING PERSPECTIVE/! PRODUCT DEVELOPMENT!
18! DON’T WAIT FOR A
DOWNTURN IN PROFIT TO ADAPT...! Deep change in big companies usually happens when there is a downturn in proﬁts. By then, it’s already too late...! As shown in the previous slide (music industry, Kodak), this is usually what happens...! Amazon changed its business model in the absence of a crisis.! It’s impossible to move as fast as the world around us but, again, being focused on the customer’s needs should help.! Do as the Army would : observe, orient, decide and act.! THE MARKETING PERSPECTIVE/! PRODUCT DEVELOPMENT!
19! PLEASE STOP LOOKING! FOR
“THE BUZZ”... ! On the average, marketers stay 18 months in a given position and therefore want their resumes to shine. This often leads to short- term shiny operations and no long-term strategic moves.! Even though the web moves very fast, it also has a memory and people will remember.! Digital is not about racing ahead...! THE MARKETING PERSPECTIVE/! A NEW PERSPECTIVE!
20! THE HUMAN RESOURCE PERSPECTIVE!
RECRUITMENT! COMMUNICATION! ORGANIZATION & MANAGEMENT! IN A DIGITAL ERA, BRANDS NEED TO BE ADAPTABLE AT THEIR CORE! Organizations are built to be disciplined and we’ve learned that turnover and efﬁciency are traditionally connected to routine.! However, in a fast-moving world, organizations need people to be resilient and able to adapt...! ARE YOU SURE YOU USE THE BEST TOOLS TO COMMUNICATE? ! Linkedin is not only a market place, it’s become a place where branding is as important as anywhere.! Linkedin also bought Slideshare, which enables companies or individuals to show the world their expertise and points of view.! “WHERE DO WE PUT DIGITAL?” ISN’T THE ONLY QUESTION YOU SHOULD BE ASKING! Digital is only a tool designed to be used by everybody. So you should wondering how to digitalize the company, train the employees and make sure they are adaptable.!
21! LOOKING FOR! A BRAND
MANAGER IN THE BEAUTY INDUSTRY! SO YOU WANT THE EXACT SAME PERSON FOR THE JOB?! For years, we’ve been told that efﬁciency was connected to routine, however this is the exact opposite of being adaptable...! This approach may be reassuring, but you’re not helping here and HR are at the heart of any movement.! ! So, maybe it’s time for you to think about a new job description and be more open to look at resumes you wouldn’t even consider in the past...! ! THE HUMAN RESOURCE PERSPECTIVE/! RECRUITMENT! [...] must have been a brand manager in the beauty industry [...] "
22! Ideas come from everywhere
and we expect everybody to have an idea.! As a Manager you need to create a system where people are comfortable to share.! ! Marissa Mayer– Being at Google– CEO of Yahoo!! “! ”! THE HUMAN RESSOURCE PERSPECTIVE/! RECRUITEMENT!
23! WALT DISNEY INTERACTS ON
LINKEDIN EVERYDAY! The company provides business advice and tries to “stay fresh by reaching out its followers at least once a day”.! The key in achieving so much interaction is to provide people value in the form of fresh content. Walt Disney’s approach to has earned the company close to 200,000 followers on LinkedIn, an impressive ﬁgure.! THE HUMAN RESOURCE PERSPECTIVE/! COMMUNICATION!
24! THE IT MEDIA GROUP
ENCOURAGES ITS EMPLOYEES TO HELP.! The IT Group is a multi-media company specialized in C-level marketing strategy for the IT sector.! It has recognized the social reach of its employees, and therefore encourages them to like and to share the company’s updates with their networks. This helps grow the follower base.! THE HUMAN RESOURCE PERSPECTIVE/! COMMUNICATION!
25! YOU CAN GET A
LOT FROM INTERNAL COMMUNICATIONS TOOLS! The traditional intranet is top down and linear (and rarely visited other than for planning one’s vacation time).! Société Générale decided to launch an internal collaborative platform (SG communities), which now counts 16,000 members from 19 countries who can share their ideas, reshape each other's ideas, vote…! This will help the most relevant ideas to emerge.! This deﬁnitely helps the Bank’s digital transition, implementing new behavior such as the “test, fail and learn” philosophy.! ! THE HUMAN RESOURCE PERSPECTIVE/! COMMUNICATION!
26! SO HOW DO WE
ORGANIZE?! The reality is that job descriptions are changing ! and it is hard work to properly integrate digital within! an organization.! To start off, it’s always good to have a digital team on hand. They will help insure proper digital integration.! But very quickly, this team should disappear and digital should become in everybody’s toolbox (just like the proverbial pen).! THE HUMAN RESOURCE PERSPECTIVE/! ORGANIZATION!
27! WHO’S THE BOSS HERE?!
Digital is very horizontal, whereas management is still mainly vertical.! This brings a new relationship to management.! Experience is great in a ﬂat world, but sometimes the answer may come from a place you would never expect.! THE HUMAN RESOURCE PERSPECTIVE/! ORGANIZATION!
28! THE CRM PERSPECTIVE! CHANGE
THE MINDSET! CUSTOMER EXPERIENCE! CRM ISN’T JUST A COST, IT’S YOUR MAJOR ASSET! Let’s face it, CRM didn’t work. The result was an expensive technology war generated by an attempt at avoiding any human contact.! You might feel that “being customer-focused” is hackneyed, but the reality is that most business aren’t.! At the end, ambitions are huge but efforts are weak.! COMPANIES MUST GO BEYOND GOOD INTENTIONS! If you don’t know what CX (Customer Experience) stands for, maybe it’s time for you to get interested and hire a CX director.! This also helps to reveal unmet customer needs.!
29! 85% of ﬁrms have
no systematic approach to determine what a differentiated customer experience is. Forrester studies! THE CRM PERSPECTIVE/! CHANGE THE MINDSET! “! ”!
30! Adopt practices that enable
the organization to ﬁnd broken customer experiences, ﬁx them, and measure the results.! THE CRM PERSPECTIVE/! CUSTOMER FOCUS! Source: Forrester – The Path to Customer Experience Maturity! REPAIR! ELEVATE! OPTIMIZE! DIFFERENTIATE! Adopt practices that make good customer experience b e h a v i o r t h e n o r m , adopting a consistent framework for measuring quality, and integrating customer experience thinking into the core business process.! Adopt practices that give the organization a more sophisticated toolkit for customer experience, such as modeling the relationship between CX quality and business results with targeted employee training.! Adopt practices that help the organization deﬁne an experience that is truly unique by revealing unmet customer needs, reframing customer problems, and r e t h i n k i n g t h e e n t i r e c u s t o m e r e x p e r i e n c e ecosystem.! 1 2 3 4 THE PATH TO CUSTOMER EXPERIENCE MATURITY!
31! IT IS NOT JUST
ABOUT HAVING A FACEBOOK PAGE.! Everybody is now talking about Social CRM, which basically implies that the customer should be able to decide where & when he/she wants to exchange with you (Facebook, Twitter, phone, mail...).! ! Please don’t tell a customer – “Sorry, this Facebook page is not designed for Customer Service, please call us” (yes, this happened to me).! 60%! of companies don’t respond to customers via social Media*! *Even when they receive a direct question - Source: SalesForce Deck! Sounds crazy, I know...! THE CRM PERSPECTIVE/! CHANGE THE MINDSET!
32! “BUT IF I START
TO ANSWER, I WILL RECEIVE MORE QUESTIONS” !-A marketing director! Probably, but it also means that your customer needs some answers.! Remember that all those answers might be picked up by Google, when another customer searches for them.! But there are other economies of scale, such as offering the customer the option of answering through a customer-based support platform.! A phone company decided to give free credit to customers who were willing to supply accurate answers to other customers.! THE CRM PERSPECTIVE/! CHANGE THE MINDSET!
33! BEST BUY WILL ANSWER
YOU 24/7 ON TWITTER! Best Buy created the Twelpforce, allowing its employees to respond right away to any customer question.! This initiative has helped increase trust. The customer, as well as the general public, will remember: “If I have an issue, Best Buy will give me an answer”. This is reassuring and probably partially explains why people continue to shop there.! THE CRM PERSPECTIVE/! CUSTOMER FOCUS! TWELP! FORCE!
34! STOP DECIDING BY INSTINCT
AND GET ORGANIZED!! In order to ﬁx experiences that had upset customers, Region Bank formed a cross-functional team (made up of key decision makers and their lieutenants). The group’s ﬁrst mission was to create a detailed and effective system for ranking projects.! The team would need to meet on an ongoing basis to oversee the work they would then approve.! Barclaycard created the same type of organization, which has produced a 50% drop in complaint volume and a 28% decrease in customer attrition.! THE CRM PERSPECTIVE/! CUSTOMER FOCUS! Source: Forrester – The Path to Customer Experience Maturity!
35! THE EDUCATION PERSPECTIVE! INITIAL
LEARNING! PROFESSIONAL EVOLUTION! BUSINESS TRAINING! [RE] THINK THE WAY YOU THINK! In a digital Era, Education is evolving fast because everybody can learn anything online.! It is also very important to understand that every kid should learn the logic behind coding – Elementary schools in many cities have already begun this, especially in China & India.! WE ONLY HAVE EVOLVING CAREERS // WELCOME TO THE SLASH GENERATION (MARKETER/BLOGGER/....)! Your diplomas are cool but in our fast-moving world, it’s almost ! impossible to conceive of doing the same thing your entire life. ! This means that you will have to evolve fast, if not in real time.! WANT TO KEEP YOUR EMPLOYEES? TRAIN THEM! Training employees is always a good idea. It keeps them relevant, but it also makes sure they’ll be loyal to the company.! Digital can also provide cool ways to learn, such as through gamiﬁcation.!
36! The Victorians engineered a
[schooling] system that was so robust that it's still with us today, continuously producing identical people for a machine that no longer exists.! ! Sugata Mitra – Education Researcher – Won 2013 Ted Prize! “! ”! THE EDUCATION PERSPECTIVE/ INITIAL LEARNING!
37! WHAT IS GOING TO
BE THE FUTURE OF EDUCATION? ! In 1999, India had a shortage of good teachers. Therefore, Sugata Mitra, an education researcher, conducted an experience, installing computers connected to Internet in walls. All by themselves, kids learned how to use them (and learned English along the way), and then taught others kids.! ! Since then, Sugata Mitra has worked hard and has presented a new project called “A School in the cloud”, enabling kids to learn by themselves.! THE EDUCATION PERSPECTIVE/ INITIAL LEARNING!
38! MOOCs: MASSIVE, OPEN, ONLINE!
As you’ve probably guessed, MOOCs stand for Massive Open Online Courses and this is major universities’ answer to digitalization...! Access to free courses has allowed students to obtain a level of education that many could only dream of in the past. This has changed the face of education.! Coursera offers online courses from 33 top universities such as Stanford, Berkeley, MIT or Harvard.! ! THE EDUCATION PERSPECTIVE/ INITIAL LEARNING!
39! GAMIFICATION RESHAPES CORPORATE TRAINING!
Deloitte has a academy aimed at 10,000 senior executives in over 150 companies and a internal program for 200,000 employees, based on gamiﬁcation.! As Frank Farrall from Deloitte Digital describes it, “if you can gamify the process, you are rewarding the behavior and it’s like a dopamine release in the brain. Humans like a game”.! ! It’s very interesting that gamiﬁcation is being used, because these people have very little time to spare. The classes need to be quick and easy to follow, even when you’re on the move.! The courses contain videos and downloadable content in order to make them easier to absorb.! THE EDUCATION PERSPECTIVE/! BUSINESS TRAINING!
40! THE COMMERCE PERSPECTIVE! E-COMMERCE!
RETAIL IS CHANGING! EMPOWERED CUSTOMERS! MAYBE IT’S TIME TO DROP THE “E”! E-commerce represents around 5% of the global retail industry (8% in the U.S.), which represent billions of dollars.! Selling online changes everything from a CRM point of view. For many brands, it is a way to ﬁnally know who the customers actually are.! RETAIL IS BEING DIGITALIZED! Retail & digital are very complicated to separate. Digital brings trafﬁc into stores, retail can create business on digital & P.O.S. is becoming digital.! If nothing else, this helps to increase the transformation rate.! IN A EMPOWERED CUSTOMER ERA, IT’S ALL ABOUT TRUST! You remember this SoLoMo thing (Social, Local, Mobile)? ! As a matter of fact, smartphones are totally changing the way people buy IRL (In Real Life). They can compare anytime, get lots of information, or just call a friend to get advice.! To win over the newly empowered consumer, you have to bring trust.!
41! SOMETIME E-COMMERCE DEVELOPS WHERE
YOU LEAST EXPECT IT...! In Kuwait, some small brands are using Instagram as a showroom, simply adding a price to a product and taking a picture.! Instagram doesn’t allow direct buying, but it does encourage discussion between brands and customers.! Sellers simply display a WhatsApp or Kik number (for low- cost texting) and an email address to send in bids.! THE COMMERCE PERSPECTIVE/! E-COMMERCE!
42! CAN WE STILL TALK
ABOUT E-COMMERCE?! I know some people are still engaged in this nonsense battle between on & ofﬂine sales. But in truth, the consumer decides what best ﬁts his/her needs.! Most consumers will do research prior to buying an item (Google “ZMOT” if you don’t know what it is).! Digital is everywhere with mobile and makes it possible to sell everywhere, 24/7.! THE COMMERCE PERSPECTIVE/! E-COMMERCE!
43! “OVERWHELMINGLY POSITIVE”! Mercedes-Benz, ﬁnancial
department! When the Financial Department describes a pilot as being overwhelmingly positive”, you can be sure that the R.O.I. was….signiﬁcant…! Mercedes-Benz did a summertime pilot of using iPads in 40 showrooms across the U.S. ! With iPads in hand, car dealers were able to engage customers in a much more fun and interactive way than ever when choosing their future car (colors, options…) and remained by their side throughout the entire sales process. ! Since then, all 355 dealerships have been equipped.! THE COMMERCE PERSPECTIVE/! RETAIL IS CHANGING!
44! HOW TO TARGET PEOPLE
WHO ARE FAR FROM YOUR STORE? ! In South Korea, E-mart launched balloons that enable people to connect to wiﬁ and shop with them through discount coupons.! They released these balloons everywhere in Seoul.! As a result, it has increased its sales by 9.5% in retail and by 157% in the online store (50,000 people downloaded the app).! The video is here: http://www.youtube.com/watch?v=qHGejSWTmvw! THE COMMERCE PERSPECTIVE/! RETAIL IS CHANGING!
45! HOW TO CONNECT THE
ONLINE PREPARATION FOR THE RETAIL EXPERIENCE?! It is very boring to prepare everything at home and then need to reboot your experience when you arrive at retail...! SK Telecom proposed a solution: a smart cart that allows you to connect to the shopping list you made at home.! Using this solution also supplies you with all the discounts and coupons you can take advantage of.! THE COMMERCE PERSPECTIVE/! RETAIL IS CHANGING!
46! LET ME PRINT THAT
FOR YOU! Amazon and its competitors are now competing on “same day delivery” which is what the customer has come to expect.! 3D printing brings you, in the comfort of your home, same day delivery and total personalization ; it will soon revolutionize commerce.! Projects of houses, cars, anything really, are being printed right now.! Designer Janne Kyttanen has already shared 3D shoes for printing.! THE COMMERCE PERSPECTIVE/! RETAIL IS CHANGING!
47! THE COMMUNICATION PERSPECTIVE! A
NEW PARADIGM! COMMUNICATE IN A FLAT WORLD! SMARTER COMMUNICATION! SORRY GUYS, ADVERTISING HAS CHANGED (FAST)! Digital has totally changed the relationship between a brand and its public (employees, clients, competitors, providers...).! A brand is now totally porous and you’re not in control anymore.! However, digital enables you to target most accurately, to create a connection with different audiences & gather data! WHAT DOES IT TAKE TO COMMUNICATE IN A FLAT WORLD?! With Digital, whatever you do online will potentially be known worldwide.! Don’t even think of having a totally different strategy from one country to another & also consider that once something is online, there is no turning back.! CONTENT WITHOUT CONTEXT IS IRRELEVANT! It’s not only about serving great content, but also about understanding that the customer’s context is even more important. ! This means that you should determine content in the format that best suits the consumer’s current behavior.!
48! A NEW RELATIONSHIP WITH
ANY AUDIENCE! Communication is probably the very ﬁrst ﬁeld that comes to mind when talking about digital, as it is totally changing the relationship between a brand and its public (employees, clients, competitors, providers, associations...).! A brand is now totally porous and anybody can look at the company from the angle of his or her choice.! THE COMMUNICATION PERSPECTIVE/! A NEW PARADIGM!
49! DO YOU THINK YOU’RE
IN CONTROL? REALLY?! It’s very new thing for customers to be able to express! themselves (text, videos, photos) to so many people.! ! This new paradigm changes everything: ! Creating new conversational channels (88% of customers are inﬂuenced by reading reviews).! Enabling the customer to share or not an ad or information with a broader audience.! Enabling customers to bankrupt a company with a video (even if this is a rare happening).! THE COMMUNICATION PERSPECTIVE/! A NEW PARADIGM!
50! A COMPANY CAN’T AFFORD
TO DEVELOP TOUCHPOINTS IN SILOS! Your communication needs to be integrated and I don’t care if you’re using Vine, Instagram or Facebook. I want all your media to work together and be consistent and uniﬁed.! A consumer is not “on” or “off” line and your communication shouldn’t be, either.! ! Is it essential to point out that it would be useless to push the consumer through a set of device-speciﬁc gates...! THE COMMUNICATION PERSPECTIVE/! A NEW PARADIGM!
51! CHANGE THE NOTION OF
BEGINNINGS & ENDS! A consumer has a pathway to your brand and it might not begin with the touchpoint you’ve designed.! Sometime it’s not even connected to your brand.! For example, as Forrester points out, when Emirates conducted a detailed review of negative airport experiences, it found that contradictory brochures and online descriptions skewed customer expectations long before they were actually in the airport.! THE COMMUNICATION PERSPECTIVE/! A NEW PARADIGM!
52! DON’T TELL ME YOU’RE
FUNNY, MAKE ME LAUGH! This campaign from American Express is a great example of an! integrated campaign. All the tools are working together towards one common goal.! It is completely integrated as every single kind of tool is used, from lobbying to Facebook, to TV advertising and bags.! THE COMMUNICATION PERSPECTIVE/! A NEW PARADIGM!
53! DO YOU THINK YOU
HAVE A CHOICE?! All media are becoming digital.! Hulu or Netﬂix are already transforming the TV experience, but you can be sure that TV is almost already a Digital media.! The same thing is happening to outdoor displays, shelves, POS materials and so on....! This means that you will need a new way to collaborate both internally and with your agencies.! THE COMMUNICATION PERSPECTIVE/! A NEW PARADIGM!
54! THE “PAID, OWNED, EARNED”
MODEL IS DEAD. WHAT’S NEXT?” Nate Elliot - Forrester! This “Paid, Owned, Earned” media model has been explained to every marketer, but as Nate points out, this model helps them to better understand the new structure of media but doesn’t refer to the customer journey.! It can’t be a good way to start, so what’s next?! ! THE COMMUNICATION PERSPECTIVE/! A NEW PARADIGM!
55! BUILD YOUR PLAN AT
EACH STEP! CONSIDER! EVALUATE! BUY! ADVOCATE! McKinsey came up with this model a few years ago, which really sticks to the consumer pathway.! The consumer will ﬁrst consider (see an ad, talk to a friend...), then evaluate (search for reviews), and maybe buy. After the purchase, he might engage with the brand through his experience of the product.! ! THE COMMUNICATION PERSPECTIVE/! A NEW PARADIGM!
56! CONSIDER! EVALUATE! BUY! ADVOCATE!
THE COMMUNICATION PERSPECTIVE/! A NEW PARADIGM! For starters, you should put all your communication tools & touchpoints (on & off) around that journey to see if it makes sense.!
57! WHAT ABOUT THE PR
INDUSTRY?! As digital enables people to express themselves, some are more visible than others. Some of these people have become powerful and trusted by many.! They need to be integrated, which ﬁrst means identifying them,! connecting with them a smart way and integrating the communities they belong to.! To access the “huge audience” communities, you’ll probably have to pay.! THE COMMUNICATION PERSPECTIVE/! SMARTER COMMUNICATION!
59! DIRECT FINANCIAL! LONG TERM!
SHORT TERM! FINANCIAL PERSPECTIVE! ! (HAVE YOUR ACTIONS INCREASED SALES ?)! RISK MANAGEMENT! ! (IN WHAT WAY(S) ARE YOU BETTER PREPARED FOR A CRISIS ?)! DIGITAL PERSPECTIVE! ! (HAVE YOUR ACTIONS ALLOWED YOU TO REINFORCE YOUR BRAND POSITIONING ?)! BRAND’S PERSPECTIVE! ! (HAS YOUR RELATIONSHIP WITH YOUR CUSTOMERS EVOLVED ?)! INDIRECT FINANCIAL! Source : Forrester ! THERE ARE DIFFERENT LEVELS OF R.O.I.!
60! DIRECT FINANCIAL! LONG TERM!
SHORT TERM! FINANCIAL PERSPECTIVE! ! (HAVE YOUR ACTIONS INCREASED SALES ?)! RISK MANAGEMENT! ! (IN WHAT WAY(S) ARE YOU BETTER PREPARED FOR A CRISIS ?)! DIGITAL PERSPECTIVE! ! (HAVE YOUR ACTIONS ALLOWED YOU TO REINFORCE YOUR BRAND POSITIONING ?)! BRAND’S PERSPECTIVE! ! (HAS YOUR RELATIONSHIP WITH YOUR CUSTOMERS EVOLVED ?)! INDIRECT FINANCIAL! AND DIFFERENT TOOLS TO ADDRESS THEM! SEA! SEO! Afﬁliation! Discount/ coupons! Bloggers! Social Networks! Display! Retargeting ad! Communities! Communities!Other advertising!
61! YOU CAN IGNORE IT....
ACTUALLY NO, YOU CAN’T! Whether you like it or not, this is happening.! Most of the time, established businesses try to ﬁght against it and most of the time they are disrupted by pure players.! You can’t win the ﬁght with a “frictionless for the customer” solution. So you better embrace this idea now, if you don’t want your business to disappear.!