resilient loyalty by dan mcclure
DESCRIPTION
Dan McClure presents Resilient Loyalty at the ThoughtWorks Paradigm Shift conference in Austin, TX in 2014TRANSCRIPT
![Page 1: Resilient Loyalty by Dan McClure](https://reader034.vdocuments.mx/reader034/viewer/2022051513/547e40d9b4af9f9b158b5686/html5/thumbnails/1.jpg)
RESILIENT LOYALTY Developing Relationships that can survive the 21st Century
![Page 2: Resilient Loyalty by Dan McClure](https://reader034.vdocuments.mx/reader034/viewer/2022051513/547e40d9b4af9f9b158b5686/html5/thumbnails/2.jpg)
Broken Love
![Page 3: Resilient Loyalty by Dan McClure](https://reader034.vdocuments.mx/reader034/viewer/2022051513/547e40d9b4af9f9b158b5686/html5/thumbnails/3.jpg)
Trusted Brands
![Page 4: Resilient Loyalty by Dan McClure](https://reader034.vdocuments.mx/reader034/viewer/2022051513/547e40d9b4af9f9b158b5686/html5/thumbnails/4.jpg)
Maslow 4
![Page 5: Resilient Loyalty by Dan McClure](https://reader034.vdocuments.mx/reader034/viewer/2022051513/547e40d9b4af9f9b158b5686/html5/thumbnails/5.jpg)
5
Limited Information
FEAR
![Page 6: Resilient Loyalty by Dan McClure](https://reader034.vdocuments.mx/reader034/viewer/2022051513/547e40d9b4af9f9b158b5686/html5/thumbnails/6.jpg)
Fearless
![Page 7: Resilient Loyalty by Dan McClure](https://reader034.vdocuments.mx/reader034/viewer/2022051513/547e40d9b4af9f9b158b5686/html5/thumbnails/7.jpg)
Rewards
![Page 8: Resilient Loyalty by Dan McClure](https://reader034.vdocuments.mx/reader034/viewer/2022051513/547e40d9b4af9f9b158b5686/html5/thumbnails/8.jpg)
8
Bribery
![Page 9: Resilient Loyalty by Dan McClure](https://reader034.vdocuments.mx/reader034/viewer/2022051513/547e40d9b4af9f9b158b5686/html5/thumbnails/9.jpg)
9
AVARICE
![Page 10: Resilient Loyalty by Dan McClure](https://reader034.vdocuments.mx/reader034/viewer/2022051513/547e40d9b4af9f9b158b5686/html5/thumbnails/10.jpg)
“Heav’n has no Rage, like
Love to Hatred turn’d,
Nor Hell a Fury, like a
Woman scorn’d”
William Congreve | The Mourning Bride, Act III
![Page 11: Resilient Loyalty by Dan McClure](https://reader034.vdocuments.mx/reader034/viewer/2022051513/547e40d9b4af9f9b158b5686/html5/thumbnails/11.jpg)
Travelers frustrated with their primary hotel
programs are projected to move more than
in spending
this year to competing programs.
Is Hilton HHonors attempting to be sneaky here?
Flyertalk.com
$10 BILLION
NY Times reporting on a CG42 Loyalty Study
![Page 12: Resilient Loyalty by Dan McClure](https://reader034.vdocuments.mx/reader034/viewer/2022051513/547e40d9b4af9f9b158b5686/html5/thumbnails/12.jpg)
12
Commodified Saturated
Stable
![Page 13: Resilient Loyalty by Dan McClure](https://reader034.vdocuments.mx/reader034/viewer/2022051513/547e40d9b4af9f9b158b5686/html5/thumbnails/13.jpg)
More stamps than the
US Post Office
![Page 14: Resilient Loyalty by Dan McClure](https://reader034.vdocuments.mx/reader034/viewer/2022051513/547e40d9b4af9f9b158b5686/html5/thumbnails/14.jpg)
14
Change Is Here
![Page 15: Resilient Loyalty by Dan McClure](https://reader034.vdocuments.mx/reader034/viewer/2022051513/547e40d9b4af9f9b158b5686/html5/thumbnails/15.jpg)
15 15
![Page 16: Resilient Loyalty by Dan McClure](https://reader034.vdocuments.mx/reader034/viewer/2022051513/547e40d9b4af9f9b158b5686/html5/thumbnails/16.jpg)
![Page 17: Resilient Loyalty by Dan McClure](https://reader034.vdocuments.mx/reader034/viewer/2022051513/547e40d9b4af9f9b158b5686/html5/thumbnails/17.jpg)
17 17
![Page 18: Resilient Loyalty by Dan McClure](https://reader034.vdocuments.mx/reader034/viewer/2022051513/547e40d9b4af9f9b158b5686/html5/thumbnails/18.jpg)
THE HEDGEHOG IS DEAD Disrupters enter the
market better, cheaper and more customized
![Page 19: Resilient Loyalty by Dan McClure](https://reader034.vdocuments.mx/reader034/viewer/2022051513/547e40d9b4af9f9b158b5686/html5/thumbnails/19.jpg)
nicer easier predicable right price
![Page 20: Resilient Loyalty by Dan McClure](https://reader034.vdocuments.mx/reader034/viewer/2022051513/547e40d9b4af9f9b158b5686/html5/thumbnails/20.jpg)
Big.Fast. Devastating
Greatest Economic Disruption of All Time Richard Florida
![Page 21: Resilient Loyalty by Dan McClure](https://reader034.vdocuments.mx/reader034/viewer/2022051513/547e40d9b4af9f9b158b5686/html5/thumbnails/21.jpg)
21
Resurrecting the Lost Art of Individual Loyalty
![Page 22: Resilient Loyalty by Dan McClure](https://reader034.vdocuments.mx/reader034/viewer/2022051513/547e40d9b4af9f9b158b5686/html5/thumbnails/22.jpg)
Big Data
Ubiquitous Touch
Cloud
Big Data
Ubiquitous Touch
Cloud
Unlimited Insight
Engage Anywhere
Infinite Toolkit
![Page 23: Resilient Loyalty by Dan McClure](https://reader034.vdocuments.mx/reader034/viewer/2022051513/547e40d9b4af9f9b158b5686/html5/thumbnails/23.jpg)
![Page 24: Resilient Loyalty by Dan McClure](https://reader034.vdocuments.mx/reader034/viewer/2022051513/547e40d9b4af9f9b158b5686/html5/thumbnails/24.jpg)
Rewards
![Page 25: Resilient Loyalty by Dan McClure](https://reader034.vdocuments.mx/reader034/viewer/2022051513/547e40d9b4af9f9b158b5686/html5/thumbnails/25.jpg)
Loyalty
![Page 26: Resilient Loyalty by Dan McClure](https://reader034.vdocuments.mx/reader034/viewer/2022051513/547e40d9b4af9f9b158b5686/html5/thumbnails/26.jpg)
Competing For Your Health
![Page 27: Resilient Loyalty by Dan McClure](https://reader034.vdocuments.mx/reader034/viewer/2022051513/547e40d9b4af9f9b158b5686/html5/thumbnails/27.jpg)
27
![Page 28: Resilient Loyalty by Dan McClure](https://reader034.vdocuments.mx/reader034/viewer/2022051513/547e40d9b4af9f9b158b5686/html5/thumbnails/28.jpg)
![Page 29: Resilient Loyalty by Dan McClure](https://reader034.vdocuments.mx/reader034/viewer/2022051513/547e40d9b4af9f9b158b5686/html5/thumbnails/29.jpg)
29
![Page 30: Resilient Loyalty by Dan McClure](https://reader034.vdocuments.mx/reader034/viewer/2022051513/547e40d9b4af9f9b158b5686/html5/thumbnails/30.jpg)
30
![Page 31: Resilient Loyalty by Dan McClure](https://reader034.vdocuments.mx/reader034/viewer/2022051513/547e40d9b4af9f9b158b5686/html5/thumbnails/31.jpg)
31
Nate Silver | The Signal and the Noise
Data Is Useless Without Context
![Page 32: Resilient Loyalty by Dan McClure](https://reader034.vdocuments.mx/reader034/viewer/2022051513/547e40d9b4af9f9b158b5686/html5/thumbnails/32.jpg)
UBIQUITOUS TOUCH
![Page 33: Resilient Loyalty by Dan McClure](https://reader034.vdocuments.mx/reader034/viewer/2022051513/547e40d9b4af9f9b158b5686/html5/thumbnails/33.jpg)
That’s almost double the number who were in 2013. IBM, January 2014/ trendwatching.com
In 2014, 36% of global consumers are willing to share their current location with retailers via GPS
![Page 34: Resilient Loyalty by Dan McClure](https://reader034.vdocuments.mx/reader034/viewer/2022051513/547e40d9b4af9f9b158b5686/html5/thumbnails/34.jpg)
dream BIGGER
dreams
![Page 35: Resilient Loyalty by Dan McClure](https://reader034.vdocuments.mx/reader034/viewer/2022051513/547e40d9b4af9f9b158b5686/html5/thumbnails/35.jpg)
Doctor
Nutritionist
Running Partner
Health Club
lululemon The Dog
Organic Grocer
Nike| Mechanic | Department Store | Artist | Teacher | Advisor | Golf Pro | Health Club | Doctor | Organic Grocer | The Dog | Running Partner | Nutritionist | lululemon
INFINITE TOOLKIT
![Page 36: Resilient Loyalty by Dan McClure](https://reader034.vdocuments.mx/reader034/viewer/2022051513/547e40d9b4af9f9b158b5686/html5/thumbnails/36.jpg)
Serial Value Innovators
The time for transformation is cut in half and still falling Larry Downes / Paul Nunes
![Page 37: Resilient Loyalty by Dan McClure](https://reader034.vdocuments.mx/reader034/viewer/2022051513/547e40d9b4af9f9b158b5686/html5/thumbnails/37.jpg)
![Page 38: Resilient Loyalty by Dan McClure](https://reader034.vdocuments.mx/reader034/viewer/2022051513/547e40d9b4af9f9b158b5686/html5/thumbnails/38.jpg)
BIG DATA
![Page 39: Resilient Loyalty by Dan McClure](https://reader034.vdocuments.mx/reader034/viewer/2022051513/547e40d9b4af9f9b158b5686/html5/thumbnails/39.jpg)
![Page 40: Resilient Loyalty by Dan McClure](https://reader034.vdocuments.mx/reader034/viewer/2022051513/547e40d9b4af9f9b158b5686/html5/thumbnails/40.jpg)
40
Phone – Reservations tonight When? – after sunset Weather – rain Restaurant – lighting report Closet – knows the dress Time arrived home – in a rush Right makeup choice Mirror recognition / guidance Dark table! / Sweat! UPDATE!
![Page 41: Resilient Loyalty by Dan McClure](https://reader034.vdocuments.mx/reader034/viewer/2022051513/547e40d9b4af9f9b158b5686/html5/thumbnails/41.jpg)
41
Adults follow paths… children explore
Neil Gaiman | The Ocean at the End of the Lane