M6135 #3
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MORE DECKS TO EXPLORE
PRESENTATION OUTLINE
A "CUSTOMER-CENTRIC" ERA
THE POWER IS IN THEIR HANDS
Discuss the case of Ivanka Trump
And even the latest US election
And even the latest US election
Photo by ccPixs.com
OWNING THE CUSTOMER RELATIONSHIP
THE PRESSURE IS ON THE MARKETING
Value co-creation
Relationship
Smart watches
Relationship
Smart watches
Photo by garryknight
THE CONCEPT OF "STRATEGIC INFLECTION POINT"
"GARDEN-VARIETY" CHANGES AND THE "VALLEY OF DEATH"
Talk about Google glasses and augmented reality
And Uber
And Airbnb
And sustainability
And Uber
And Airbnb
And sustainability
Photo by BFS Man
THE COMPRESSION OF TIME & SPACE
A RADICAL ACCELERATION & INTENSIFICATION OF CONSUMPTION
See-want-buy
Speed-agility-flexibility
Speed-agility-flexibility
Photo by dark_ghetto28
THE IMPACT OF DIGITALIZATION ON CONSUMERS
LESS FRICTION AND A REDEFINITION OF INFORMATION AND CONSUMPTION
Photo by Richmond 9
THE DIGITALLY EMPOWERED CUSTOMERS
CUSTOMER EXPERIENCE MANAGEMENT: THE "NEXT ONLY THING"
Photo by dawolf-
PINE & GILMORE'S EXPERIENCE ECONOMY
WHEN PRODUCTS BECOME EXPERIENCES
Appetite for experience figure
Photo by Miradortigre
DIGITAL DISRUPTION & THE EXPERIENCE ECONOMY
THE 3 C'S: CONSISTENT-COHERENT-CONTEXTUAL
The 3C's are interrelated and interdependent
Photo by tatadbb
THE HOSPITALITY EXPERIENCE
WHEN DOES IT START & WHEN DOES IT END?
Discuss the case of Apple products
Again : building relationships
Again : building relationships
Photo by kevingessner
