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Presented during 'Insights Activation Week' in Syndey, Australia

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The New Loyalty - Customer Experience, Your Future Asset


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    Presentation Transcript
    1. THINK consumer centric. THINK AGAIN.

    2. THINK consumer centric. THINK AGAIN.

    3. THINK consumer centric. THINK AGAIN.

    4. BLINDED BY TOUCH POINTS THINK consumer centric. THINK AGAIN.

    5. FROM INSIDE OUT TO OUTSIDE IN THINK consumer centric. THINK AGAIN.

    6. THE FAILURE OF TOUCH POINT • TUI SATISFACTION THINK consumer centric. THINK AGAIN.

    7. Touch point satisfaction Travel agent Website to amend booking Dreaming Aircraft conditions Hotel room … drives 22% of NPS THINK consumer centric. THINK AGAIN.

    8. MOMENTS OF TRUTH THINK consumer centric. THINK AGAIN.

    9. THINK consumer centric. THINK AGAIN.

    10. THINK consumer centric. THINK AGAIN.

    11. THINK consumer centric. THINK AGAIN.

    12. Transfer desk Transfer video In-app support Signage THINK consumer centric. THINK AGAIN.

    13. OCCASIONS ARE KEY THINK consumer centric. THINK AGAIN.

    14. CONSUMER ORGANIZATION MOMENTS TOUCH POINTS CONSUMER CENTRICITY THINK consumer centric. THINK AGAIN.

    15. CONSUMER ORGANIZATION MOMENTS TOUCH POINTS CONSUMER CENTRICITY Do you know the moments of truth for consumers buying and using your products? Do you track and improve satisfaction of key touch points? THINK consumer centric. THINK AGAIN.

    16. CONSUMER ORGANIZATION CONSUMER CENTRICITY NEEDS EMPLOYEES THINK consumer centric. THINK AGAIN.

    17. THE HOLE IN THE WALL THINK consumer centric. THINK AGAIN.

    18. THINK consumer centric. THINK AGAIN.

    19. THE FAILURE OF TOUCH POINT • TUI SATISFACTION THINK consumer centric. THINK AGAIN.

    20. 6879 Stories 50 18 3 Participants per country Activities Active weeks THINK consumer centric. THINK AGAIN. THINK consumer centric. THINK AGAIN. 20

    21. TOUCH POINT SATISFACTION + PERFORMANCE ON CONSUMER NEEDS Dreaming DRIVE 60% OF NPS THINK consumer centric. THINK AGAIN.

    22. THE ABILITY TO UNDERSTAND THE CONSUMER BETTER AND DELIVER UPON THAT SUPERIOR UNDERSTANDING THINK consumer centric. THINK AGAIN.

    23. CONSUMER NEEDS BECOME KPIS To what extent do you agree with the following statements about TUI? Support me to make the right choice Stay within the holiday mood afterwards Keep me excited and looking forward Help me escape from everyday routine THINK consumer centric. THINK AGAIN.

    24. CONSUMER ORGANIZATION CONSUMER CENTRICITY NEEDS EMPLOYEES Do you have a good understanding of the underlying consumer needs for your products? Do you engage your employees to meet core consumer needs? THINK consumer centric. THINK AGAIN.

    25. CONSUMER ORGANIZATION CONSUMER CENTRICITY LIFE PURPOSE THINK consumer centric. THINK AGAIN.

    26. THINK consumer centric. THINK AGAIN.

    27. Picture yourself Chinese tourists visiting London THINK consumer centric. THINK AGAIN.

    28. THINK consumer centric. THINK AGAIN.

    29. THINK consumer centric. THINK AGAIN.

    30. THINK consumer centric. THINK AGAIN.

    31. THINK consumer centric. THINK AGAIN.

    32. FOLLOW YOUR BRAND PURPOSE THINK consumer centric. THINK AGAIN.

    33. CONSUMER ORGANIZATION Do you have a brand purpose that defines everything you do, cross functions? Do you deliver meaningful and positive experiences to make people’s lives better or easier? CONSUMER CENTRICITY LIFE PURPOSE THINK consumer centric. THINK AGAIN.

    34. CONSUMER ORGANIZATION MOMENTS TOUCH POINTS CONSUMER CENTRICITY NEEDS EMPLOYEES LIFE PURPOSE THINK consumer centric. THINK AGAIN.

    35. CONSUMER ORGANIZATION CONSUMER CENTRICITY NEEDS EMPLOYEES Having my issue resolved on the first call VS Being heard, understood, and respected THINK consumer centric. THINK AGAIN.

    36. #HEARTS #MINDS #ACTIONS establishing a culture of consumer centricity and creating a mind shift among employees. delivering sparks of fresh inspiration through dialogues with consumers, in order to craft or reshape strategic plans, product development roadmaps,… concrete actions or changes in the cycle of developing new products. This level is about bringing strategy into action. THINK consumer centric. THINK AGAIN.

    37. ADAPT TO A CHANGING WORLD Defined competitors Dumb product Traditional bulb Smart, Integrated system Blurred competitive space LED THINK consumer centric. THINK AGAIN.

    38. ADAPT TO A CHANGING WORLD Making consumers the focus instead of technologies Bringing relevant lighting experiences to the market instead of products THINK consumer centric. THINK AGAIN.

    39. CONSUMER CENTERED FRAMEWORK The benefit pyramid is a laddered model covering all consumer needs for lighting. The pyramid provides consumer guidance for Philips Lighting propositions. An exhaustive set of consumer insights and use cases is anchored in the pyramid. THINK consumer centric. THINK AGAIN.

    40. CONSUMER CENTERED PRACTICE THINK consumer centric. THINK AGAIN.

    41. Consumer Consulting Board Live in Europe & North-America Since July 2015 THINK consumer centric. THINK AGAIN.

    42. ENGAGING WITH CONSUMERS #HEARTS From research to a consumer centricity program Make people active part of a bigger wave Build proof points in an early stage THINK consumer centric. THINK AGAIN.

    43. ENGAGING WITH CONSUMERS “Sometimes I miss this community. I´m really excited about the new product ideas :-)” #HEARTS From research to a consumer centricity program Make people active part of a bigger wave Build proof points in an early stage Consumer enthusiasm “It's good to see Philips is working hard on our ideas. I like their feedback and I'm really looking forward to further activities!!! :) THINK consumer centric. THINK AGAIN.

    44. ENGAGING WITH CONSUMERS #MINDS Consumer immersion via a consumer story dashboard From consumer validation to inspiration THINK consumer centric. THINK AGAIN.

    45. ENGAGING WITH CONSUMERS #ACTIONS Program fits in product development cycles 48H challenges at the rhythm of the business THINK consumer centric. THINK AGAIN.

    46. Shopper CONSULTING BOARD THINK consumer centric. THINK AGAIN.

    47. ENGAGING WITH CONSUMERS #MINDS Observation museum stations THINK consumer centric. THINK AGAIN.

    48. ENGAGING WITH CONSUMERS #MINDS Ideation sessions on the collected insights THINK consumer centric. THINK AGAIN.

    49. ENGAGING WITH CONSUMERS #ACTIONS the Dannon Studio THINK consumer centric. THINK AGAIN.

    50. INSPIRATION WALL INSPIRATION TILE ADD NEW TILE MARKETING OF INSIGHTS “THROUGH” RATHER THAN “TO” PROFESSIONALS THINK consumer centric. THINK AGAIN.