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hello. GORDON CHRISTIANSEN Highlands COO - - PowerPoint PPT Presentation

Jan 17, 2023 346 likes •540 views

hello. GORDON CHRISTIANSEN Highlands COO gordon@thinkhighlands.com CUSTOMER 4.0: ARE YOU READY FOR MODERN COMMERCE? WHAT DO I KNOW ABOUT THE MODERN CONSUMER? CUSTOMER 4.0: ARE YOU READY FOR MODERN COMMERCE? Defining Customer 4.0 WHATS

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hello.

GORDON CHRISTIANSEN Highlands COO gordon@thinkhighlands.com

CUSTOMER 4.0: ARE YOU READY FOR MODERN COMMERCE?

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WHAT DO I KNOW ABOUT THE MODERN CONSUMER?

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CUSTOMER 4.0: ARE YOU READY FOR MODERN COMMERCE?

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WHAT’S COVERED

Defining Customer 4.0 The Journey to Modern Commerce 4 Questions to Prep your Business Barriers to Change Envisioning Customer 5.0

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this is an AND story not an OR story

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Pre 1950’s

  • Low choice
  • Customers were just happy to get the product
  • Power = Production + Distribution
  • People moved but weren’t mobile

CUSTOMER 1.0

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CUSTOMER 2.0

1950 – 2000

  • Customer 1.0 AND
  • Post- WWII consumerism
  • Print + Radio + Television
  • Marketing takes over:
  • Brand identities
  • Creates differentiation
  • Stimulates demand & choice
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CUSTOMER 3.0

2000 – 2015

  • Customer 1.0, 2.0 AND
  • Globalisation
  • Internet
  • Customer Experience drives loyalty and retention
  • Customisation
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CUSTOMER 4.0

2015 +

  • Customer 1.0, 2.0, 3.0 AND
  • Outcome driven
  • Vast choices
  • Personalisation
  • Influencing
  • Everyone’s a publisher
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What do customers want? Provider perspective

Customer 1.0 Customer 2.0 Customer 3.0 Customer 4.0

PRODUCT LED DEMAND LED EXPERIENCE LED CUSTOMER LED “I want a product which meets my needs.” “I want a brand which I can trust and helps fulfill my dreams.” “I want a captivating and personalized customer experience.” “I want a means to achieve my goal.”

“Get the customer to come to us.” “Go where the customer is.”

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2005 2003

WHAT’S DRIVING THE CHANGE?

1800s 1960’s 1979 1990 1991 1992 2000 2000 2003 2003 2006 2007 2010 2011 2011 2015 2014 2012 1994 1920

SELF-DRIVE

2004

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The modern consumer wants to be able to purchase from you Anytime. Anywhere. Anyhow. ARE YOU READY TO MEET THE NEEDS OF THE 21ST CENTURY CONSUMER?

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IS YOUR BRAND LOOK, FEEL AND MESSAGE CONSISTENT ACROSS ALL TOUCHPOINTS?

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CAN YOUR CUSTOMER PURCHASE YOUR PRODUCT VIA ALL DIGITAL INTERACTIONS?

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DOES YOUR SUPPLY CHAIN ALLOW FOR SUPER FAST DELIVERY?

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IS YOUR POINT-OF-PURCHASE CONTENT DEVELOPED WITH CUSTOMER 4.0 IN MIND?

Our Beliefs At Peel, we create products that are unobtrusive and minimal. Here’s why: As humans, we take on too much. It could be stuff, social obligations, work, clutter, etc. Ultimately there’s a cost to taking on too much – it takes away from our time, resources, and attention towards what truly matters to us. What’s important to you will differ from the next person. That’s what makes us all unique. We believe that whatever you’re pursuing, be intentional about it. What does that mean? Being intentional is about 1. Being crystal clear on what is important to you 2. Cutting out what isn’t important to you (the difficult part) 3. Going after what you value with great vigilance

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Think Big. Start Small. Scale Fast.

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What’s next?

  • 5G
  • AR / VR
  • 3D Printing
  • Wearable technologies
  • Robotics
  • AI

CUSTOMER 5.0

2020 - ?

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THANKS