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2. w h y d o y o u g e t y o u r f i x t h e r e ? 3. p u r p o s e s e p a r a t e s g o o d , f r om g r e a t . 4. a g o o d p l a c e t o e n d the industrial revolution kind of screwed us up unique products and services are unicorns we are incapable of explaining why client, customer & consumer are not the same emotions are basic: so get back to basics 5. h ow d i d we g e t h e r e ? 6. e c o n o m i e s o f s c a l e & s c o p e a r e n t r e l e v a n t t o c u s t o m e r sCustomers and the market not the factory or theproduct now stand at thecore of business. ** Source: Niraj Dawar, HBR: When Marketing is Strategy 7. business strategy continues to be driven by the ghost of theIndustrial Revolution, long after the factories that used to be theprimary sources of competitive advantage have been shuttered andoff-shored, companies are still organized around their production andtheir products. Success is measured in terms of units moved, andorganizational hopes are pinned on product pipelines. Production-relatedactivities are honed to maximize throughput, and managerswho worship efficiency are promoted. Businesses know what it takes tomake and move stuff. The problem is, so does everybody else ~ Niraj Dawar, Shifting Your Strategy from Product to Customer 8. t h e r e i s n o e m o t i o n 9. a n d without. you wont getloyalty. 10. the evolut ion of economic value: 101CommoditiesProductsServicesExperience* Source: Joe Pine, Jim Gilmour "Authenticity" 11. u n i q u e pX a n d sX 12. have you got a compet i tor? 13. as for channel?unique?not sustainablyso 14. s o , w h a t i s cX? 15. d o n t g e t i t w r o n g : n e e d pX and sXdoes it do what itssupposed to do?can I access it when,and how I want?does it connect to values,emotions, desires?product service life 16. why ask why?WhatHowWhyGood.Great 17. d o n t t a ke my w o r d f o r i t 18. why l ive the good l i fe? 19. i t s n o t a b o u t a d o l l 20. needs . want s . 21. Asking people why they choose you over another may providewonderful evidence of how they have rationalized the decisions, butit does not shed much light on the true motivation for the decision.Its not that people dont know, its that they have trouble explainingwhy they do what they do.Decision- making and the ability to explain those decisions exist indifferent parts of the brain.~ Simon Sinek, Start With Why. 22. b u t t h e y k n o w t h e i r p a i n & g a i n p o i n t s 23. steve a c t u a l l y s a i d I LOVE THISTHING!!! 24. mos t s t r eamed pi e ce of content in the US (& 40 mor e )We know everything about you except who you are.Big bets are now being informed by BigData, and no one knows more aboutaudiences than Netflix. A third of thedownloads on the Internet during peakperiods on any given day are devoted tostreamed movies from the serviceNetflix looks at 30 million plays a day,including when you pause, rewind andfast forward, four million ratings byNetflix subscribers, three million searchesas well as the time of day when showsare watched and on what devices. 25. mos t s t r eamed pi e ce of content in the US (& 40 mor e ) 26. but net f l ix a l r e a d y k n e w t h a t * Source: New York Times: Giving Viewers What They Want 27. j u s t c a u s e ( w e a r e n ' t w i r e d t h a t w a y ) 28. limbic systememotionslong-term memoryreptilian brainreactivefight vs. flightneocortexcommunicationcreativityadaptabilityprefrontal lobefull- spectrum thinkinganticipatory + pro-active 29. authent ic relat ionships , are loyal relat ionships . 30. what i s pr iceles s? 31. why do you go to the museum?1) The Museum of the Arts2) The Art of Museum3) The New V&A4) Its Not Boring Old Arts5) An Ace Caf with Quite A Nice Museum Attached 32. ( n o p e , n o t T H O S E 3 c s ) 33. semant ic s A customer is the entity you directly exchange goods & serviceswith, for payment of some kind while a consumer is the user of your goods & services and receivebenefit from them and, a client is the entity with whom you develop a long termrelationship, that is not always characterized by a purchase. 34. t h a t i s wh e r e emo t i o n r e s i d e s ? 35. If you want your employees to driveloyalty, youve got to give them thewheel(Bryan Pearson, CEO LoyaltyONE) 36. e m p o w e r m e n t h a p p e n s w i t h a c t i o n 37. johnny, the bagger 38. p u r p o s e s e p a r a t e s g o o d , f r om g r e a t . 39. a g o o d p l a c e t o s t a r t the industrial revolution kind of screwed us up unique products or services are unicorns we are incapable of explaining why client, customer & consumer are not the same emotions are basic: so get back to basics 40. p a r t i n g t h o u g h t s 41. p a r t i n g t h o u g h t s changing the mindset is step one get back to basics: would you care abut what you are doing? leverage the tools, but do not idolize them they are only tools. put a stake in the ground and stick to it but dont flaunt it. be authentic (dont say you are). 42. t h e l i t m u s t e s t 43. the value of the customer.A customer is the most importantvisitor on our premises. He is notdependent on us. We are dependenton him. He is not an interruption inour work. He is the purpose of it. Heis not an outsider in our business. Heis part of it. We are not doing him afavor by serving him. He is doing us afavor by giving us an opportunity todo so. 44. p r e s e n t e d t o : c o n r o y a n d r o s sd a t e : t u e s d a y , ma y 7 t h , 2 0 1 4