digital business strategy workshop
Post on 01-Feb-2015
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“The%value%of%an%idea%lies%%in%the%using%of%it.”%%—Thomas%Edison%
New%Idea%
Designing%the%Experience%%
Redesigning%for%Handheld%Devices%
Redesigning%for%Handheld%Devices%
Redesigning%the%Social%Experience%%
Redesigning%the%Social%Experience%%
Redesigning%the%Hiring%Process%
Redesigning%the%Shopping%Experience%%
Designing%the%Experience%%
The%Science%%
of%Experienc
e%
AdverDsing%Strategies%%
It#is#all#about#the#impact#
Time%spend%per%visit%%Number%of%repeated%visit%per%user%
SDckiness%is%Loyalty%%
Game%Design%
ObjecDve%of%the%Game:%M%Get%Customers%to%use%their%card%more%%M%Get%New%Customers%%%
How%to%Improve%it?%• Allow%everyone%to%play%the%game%(SMS,%ATM)%• Not%limit%the%Dme%of%the%game%%
Free%to%Play%Theory%(Free%–%Premium)%%
Leaderboard%%/%Status%and%Lead%%
Insight%Selling%The%2014%most%advanced%concepts%and%pracDces%in%Sales%
Do%you%see%%Customers%%as%Sales?%
CompeDng%%for%%%Customers%
Sellers%Seller% Buyer%
CompeDng%%for%%%Customers%CompeDng%with%Customers%
Sellers%Seller% Buyer%
The$End$of$Solu-on$Sales$|$CEB$
Where?%
Are%You%Here%% Or%Here%%
What%are%you%doing?%
Change Your Customer’s Understating
• Sell%The%Drill!%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%Product%• Sell%The%HOLE%M%Not%the%Drill!%%%%%%%%%%%%%%%SoluDons%• Sell%the%HOLE%Drilling%–%Not%the%Hole%%Insights%%
Three%Strategies%%• Avoid%the%trap%of%“established%Demand”%• Target%mobilizers,%not%advocates%$• %Coach%Customers%on%how%to%Buy%$
Change%%how%customers%are%thinking%about%
your%business?%%
Change%%how%customers%are%thinking%about%
their%business?%%
Teach%Customers%About%their%Business%%
Total%Experience%%
Current%Behavior% Desired%Behavior%%
Digital%!%Social%%Strategy%%Strategy%%
Tradi-onal$Media$Online$and$Social$Media$
Media$Channels+
Cartoon$by$eBoy.com$
The%focus%should%be%on%the%strategy%%rather%than%the%tacDcs%and%technology%
Iden-fy$
$
Business
$
Objec-ve
s$
Iden-fy$
$
Social$M
edia$$
Strategy
$
$$ $$
$$ $$
I gnor ing + + Not++Participating+
Participating++With+a+Plan+
Participating++without+a+Plan+
Iden-fy$
$
Target$$
Audienc
es$
Social%%Technographics%
$
Social%Media%AcDviDes%
Listening$
Learning$
Responding$
Measuring$
Sharing$
1. Identify+the+keywords+that+surround+your+organization+and+competitors++(brand+name,+key+executives,+products).++
2. Identify+the+monitoring+tools+to+be+used+to+listen/monitor+all+potential+forms+of+content+(blogs,+bookmarks,+comments,+images,+news,+video,+questions)+
3. To+identify+the+best+areas+with+greatest$impact$on$the$
business$and+using+advanced+listening+for+them.++++
1 Listening
Organizations+use+the+insights+from+social+media+to:+G Improve+the+business+processes+G Add+value+to+the+operation+G Reduce+potential+risk.+++Reactive+Learning++++vs.+++Proactive+learning+++++based+on+Listening++++++++++++++++++++based+on+the+plan++
2 Learning
3 Responding
Organizations+should+teach+their+employees+to++++++++++++++++++++take+the+right+action+and+response.++
+
4 Measuring
How$social$media$is$helping$the$organiza-on$
to$meet$its$business$objec-ves.$
H$Stakeholder$engagement.$
H$$Share$of$voice$
Brand%RecogniDon%and%Awareness%
H$Issue$resolu-on$rate$
H$Customer$sa-sfac-on$rate$Customer%Service%
H$New$hire$rate$
H$Employee$reten-on$rate$Human%Resources%
H$Ideas$submiKed$
H$Idea$and$issue$impact$InnovaDon%
H$New$customer$acquisi-on$
H$Customer$life-me$value$Sales%andMarkeDng%
Metrics# Objec4ves#
Social+Media+will:++
++++++Drive+greater+value+in+more+areas+of+the+organization+
+++++++Be+embraced+as+more+than+a+compliance+issue+
+++++++Add+value+to+the+organization+in+new+ways+
+++++++Be+embraced+by+top+management+as+a+strategic+method+
+++++++Reduce+its+risk++
5 Sharing
FiveMyear%average%ROI%%Amazon.com%(17%)%vs.%discount%&%department%stores%(6.5%)%
TradiDonal%Mall%
Virtual%Mall%
Stop%trying%to%delight%your%customers%
Trying%to%hard%vs%Making%it%Easy%• Don’t$just$resolve$the$current$issueHhead$off$the$next$one$• Arm$reps$to$address$the$emo-onal$side$of$customer$
interac-ons$
• Minimize$channel$switching$by$increasing$selfHservice$
channels.$
• $Use$feedback$from$struggling$customers$to$reduce$
customer$effort.$$
• Empower$the$front$line$to$deliver$a$low$effort$experience$$
The%number%one%you%need%to%grow%
$
How%likely%is%it%that%you%would%recommend%our%company/
product%to%a%friend%or%colleague?%%
Loyalty%=%Profitability%%
It%is%not%just%about%the%tools,%it%is%also%about%the%people%
who%are%using%them%
• Add$Videos$and$page$for$each$book$• Cubs$on$the$Stage$and$entrance$$
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