innotribe sibos 2015: creating participation commerce experiences at scale
TRANSCRIPT
—NEW OPPORTUNITIES FOR FUTURE AWARE BUSINESS LEADERS
—NEW POSSIBILITIES FOR CUSTOMER EXPERIENCE FOCUSED
INNOVATORS
Steve Jennings • Innotribe Sibos • 15 October, 2015 • Singapore
Creating participation commerce experiences at
scale
FINDING PURPOSE AND DESTINATION
questions you need to be asking 3
Do you really know what your
customers think about you?
Do you know which customer emotions
are key to your future growth?
Who do your customers want you
to become?
PARTICIPATION COMMERCE SYSTEM
Re-imagination of products, services, operations, KPI’s
DISCOVERYPRODUCT & MARKETING IDEAS SUBMITTED BY CONSUMERS, FANS, ADVOCATES
COLLABORATIVEPRODUCT & MARKETING CHALLENGES TO CONSUMERS, FANS, ADVOCATES
INTERNALCONTINUOUS IMPROVEMENT THROUGH EMPLOYEE PARTICIPATION
EXTERNALACCESS & INTEGRATION TO 3RD PARTY NETWORKS, E.G. MAKER COMMUNITIES
PARTICIPATIONCOMMERCE
Procurement • Supply ChainHuman Resources • Customers
Services • LogisticsCommunications • Employees
A network gives you reach
TED RUBIN
A community gives you power
TED RUBIN
MAKING BUSINESS MORE HUMAN
The user experience determines the
interaction
INFORM AND EDUCATE
REASSURE ME ABOUT
MY PERSONAL CONCERNS
SOURCE: THE EARNED BRAND. EDELMAN, 2015
HAVE A PURPOSE
REASSURE ME ABOUT
MY SOCIETAL CONCERNS
SOURCE: THE EARNED BRAND. EDELMAN, 2015
LIVE YOUR CHARACTER
SHOW ME HOW I CAN
PARTICIPATE IN YOUR
BRANDSOURCE: THE EARNED BRAND. EDELMAN, 2015
MAKE YOUR MARK
INSPIRE ME BY DOING
SOMETHING NEW AND
DIFFERENT
SOURCE: THE EARNED BRAND. EDELMAN, 2015
THE AGE OF RADICAL TRANSPARENCY
Trust is a business imperative
believe brands are only innovating to make
money
66%SOURCE: THE EARNED BRAND. EDELMAN,
2015
trust a brand more if it’s easy to review its products
and services
67%SOURCE: THE EARNED BRAND. EDELMAN,
2015
are not buying from a brand because of privacy, security,
trust, environmental concerns
87%
SOURCE: THE EARNED BRAND. EDELMAN, 2015
Employee engagement is a
competitive advantage
of your employees are disengaged
70%SOURCE: GALLUP
cost to employers in productivity (USA)
$450BSOURCE: GALLUP
Compensation attracts talent but has limited impact
on employee participation and
effortSOURCE: GALLUP
THE LIGHT AT THE END OF THE TUNNEL
recommendations3
1. RELEVANCE
Don’t just ride shifts in culture, contribute to them.
2. EQ
Tapping in to your customers emotional needs is one of the keys to your future growth and survival.
3. PARTICIPATION
Co-create products and services that your customers and advocates want to talk about, share and buy.
YOU CAN HAVE A FUTURE LAB LIKE LEGO - TODAY
“I also tell customers that they fulfill another vital role: They are an avenue to the truth. And in today’s world, a CEO needs every avenue to the truth that he or she can find...”– Jørgen Vig Knudstorp, CEO, LEGO Group
