How is Technology Enhancing our Future? Professional Engineers of - - PowerPoint PPT Presentation

How is Technology Enhancing our Future?

REINVENTING YOUR COMPANY IN A CUSTOMER-DRIVEN MARKETPLACE

Professional Engineers of Ontario November 18, 2017

REINVENTING YOUR COMPANY IN A CUSTOMER-DRIVEN MARKETPLACE

REINVENTING YOUR COMPANY IN A CUSTOMER-DRIVEN MARKETPLACE

• 1. Growth of Mobile

REINVENTING YOUR COMPANY IN A CUSTOMER-DRIVEN MARKETPLACE

Tech Deprivation Collage

Life Without Technology

REINVENTING YOUR COMPANY IN A CUSTOMER-DRIVEN MARKETPLACE

Competing for Attention

REINVENTING YOUR COMPANY IN A CUSTOMER-DRIVEN MARKETPLACE

• 2. Experience -- Wearable Computing

REINVENTING YOUR COMPANY IN A CUSTOMER-DRIVEN MARKETPLACE

• 3. Privacy – Exchanging Data for Discounts

REINVENTING YOUR COMPANY IN A CUSTOMER-DRIVEN MARKETPLACE

Privacy – Evaluation by Social Circle

REINVENTING YOUR COMPANY IN A CUSTOMER-DRIVEN MARKETPLACE

Privacy – Terms and Conditions

REINVENTING YOUR COMPANY IN A CUSTOMER-DRIVEN MARKETPLACE

“…by placing an order via this GameStation Web site on the first day of the fourth month of the year 2010 Anno Domini, you agree to grant us a non-transferable option to claim, for now and for ever more, your immortal soul. Should We wish to exercise this option, you agree to surrender your immortal soul, and any claim you may have on it, within 5 (five) working days receiving written notification from gamesation.co.uk (sic) or one of its duly authorized minions

Privacy – Terms and Conditions

REINVENTING YOUR COMPANY IN A CUSTOMER-DRIVEN MARKETPLACE

• Allows the app to change the state of network connectivity
• Allows the app to call phone numbers without your intervention.

This may result in unexpected charges or calls. Malicious apps may cost you money by making calls without your confirmation.

• Allows the app to record audio with microphone. This permission

allows the app to record audio at any time without your confirmation.

• Allows the app to take pictures and videos with the camera. This

permission allows the app to use the camera at any time

Product not the Consumer

REINVENTING YOUR COMPANY IN A CUSTOMER-DRIVEN MARKETPLACE

• 4. Value – The Sharing Economy

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• 5. 3-D Printing

REINVENTING YOUR COMPANY IN A CUSTOMER-DRIVEN MARKETPLACE

• 6. Impact of Drones

REINVENTING YOUR COMPANY IN A CUSTOMER-DRIVEN MARKETPLACE

• 7. Self-Driving Cars

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• 8. Crowdfunding

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What could Google, Facebook, or Amazon do to your business?

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Wikibrands -- Key Concepts

REINVENTING YOUR COMPANY IN A CUSTOMER-DRIVEN MARKETPLACE

Active Listening

REINVENTING YOUR COMPANY IN A CUSTOMER-DRIVEN MARKETPLACE

“Something you Own” “Something you T rust” “Something you Want” “Something you Prefer” “Something you Love” “Something you Participate In”

The Changing Brand: Participation is the New Currency

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“Brand building today is so different than what it was 50 years ago. 50 years ago you could get a few marketing people in a small room and decide, ‘this is what our brand will be’, and then spend a lot

• f money on TV advertising — and that was

your brand. Today anyone, whether it is an employee or a customer, if they have a good or bad experience with your company they can blog about it or Twitter about it and it can be seen by millions of people. It’s what they say now that is your brand.” –Tony Hsieh, CEO, Zappos.com

Control of Your Brand Changes

REINVENTING YOUR COMPANY IN A CUSTOMER-DRIVEN MARKETPLACE

REINVENTING YOUR COMPANY IN A CUSTOMER-DRIVEN MARKETPLACE

Cognitive Surplus

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Customer Advocates

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Active Participants

REINVENTING YOUR COMPANY IN A CUSTOMER-DRIVEN MARKETPLACE

Intuit: B2B Community Wikibrand

REINVENTING YOUR COMPANY IN A CUSTOMER-DRIVEN MARKETPLACE

Prosumers – Doritos Crash the Super Bowl Contest

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Research & Development

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Channeling Tom Sawyer

REINVENTING YOUR COMPANY IN A CUSTOMER-DRIVEN MARKETPLACE

Community Management: Evaluate Priorities

REINVENTING YOUR COMPANY IN A CUSTOMER-DRIVEN MARKETPLACE

1. 1. Leader ershi hip/ p/cha harisma 2. 2. Diplomac

• macy/

y/Pat Patie ience 3. 3. Custome

• mer/me

membe mber empathy 4. Persistence 5. Social/Networking 6. Communication Skills 7. 7. Technol

• log
• gy

y Skil ills 8. 8. Passion

• n for compan

any/ y/br bran and 9. Change Agent

• 10. Creativity

11. Leads the lifestyle of the customer

Source: Agent Wildfire 2010 Community Management Survey

Top Skills of Wikibrand Leaders

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Social Media Responses

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Engage with Humour

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Podcasts

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Key Takeaways

• Embrace the latest technology trends
• Customer expectations are higher than ever
• If you ask for a conversation, you must participate
• Active listening and data analysis is crucial in every

industry

• Build you team with diplomats and communicators