1. ISITE Design Dave Wieneke @UsefulArts #Delight2012 Dare to
Delight 2. ISITE DesignISITE Design Get your axe on 2 3. ISITE
Design You: Designer 3 4. ISITE Design @UsefulArts | @ISITE_Design
The Future cant just be decided but it can be Designed. 5. ISITE
Design The 3 Ds of Delight Decide to Differentiate Executive
alignment on brand ideals. Design Experience which manifests brand
truth. Deliver Delight Differentiation + Design -> Delight! 5 6.
ISITE Design THE PREMIUM FOR 6 BOLD DECISIONS 7. ISITE DesignISITE
Design Firms associated with ideals have a strong relationship with
consumer preference, consideration and choice. 50 top performers
out index the S&P 500 by 400%. 7 Distinct Brand Ideals
@JimStengel 8. ISITE Design Delivering happiness through Wow
service Celebrate journeys of progress and success. Inspire moments
of happiness Energize the world Inspire imagination and enrich
lives in a world of limitless possibilities. Help human needs and
those of the planet be one and the same. Connect people with their
most important content anywhere, anytime. Create connections for
self- discovery and inspiration. Democratize fashion trends.
Celebrate personal authenticity And independence. 8 Transform
occasions in to celebrations 9. ISITE Design Who are you? Why are
you here? 9 10. ISITE Design Flavors of Delight Inspire moments of
happiness Happiness via Wow service Democratize fashion trends.
Create connections for self-discovery and inspiration. Connect
people with their most important content anywhere, anytime.
Celebrate journeys of progress and success. Inspire imagination and
enrich lives in a world of limitless possibilities. Energize the
world Celebrate personal authenticity and independence. Help human
needs and those of the planet be one and the same. 10 Eliciting Joy
Enabling Connection Inspiring Exploration Evoking Pride Impacting
Society 11. ISITE Design Operating Margin Growth in Excess of
Competitive Peers 11 Source: IBM, CEOs are expanding the innovation
horizon: important implications for CIOs -1 0 1 2 3 4 5 6
Product/service/marketplace innovators Operations innovators
Business model innovators Compound Annual Growth Rate Over Five
Years 12. ISITE Design He that will not apply new remedies must
expect new evils. Francis Bacon 12 13. ISITE Design CONSUMERS ARE
13 BOSS 14. ISITE Design Most customer touch points are beyond
brand control 39 26 22 28 10 5 21 37 31 12 26 43
Initial-Consideration Set Active Evaluation Closure
Store/agent/dealer interactions Past Experiences 14 Source:
McKinsey Quarterly 1Based on research conducted on German,
Japanese, and US consumers in the following sectors: for initial
consideration autos, auto insurance, telecom handsets and carriers;
for active evaluation-auto insurance, telecom handsets; for closure
autos, auto insurance, skin care, and TVs; figures may not sum to
100% because of rounding. Word-of-mouth Online research Offline
and/or print reviews Consumer-driven marketing Company-driven
marketing Traditional advertising Direct marketing Sponsorship
In-store product experience Salesperson contact 15. ISITE Design
Brand and Delivery 15 @ChiefMarTec 16. ISITE Design Customers Write
Ads Ideal: help all women realize their personal beauty potential
16 17. ISITE Design Document & Support 17 Ideal: move the web
forward through tools & services 18. ISITE Design Affiliate and
Gather 18 Ideal: authentic, high-value outdoor products for active
consumers 19. ISITE Design DIGITAL 19 ASPECTS 20. ISITE Design Why
is Digital Leading the CX Push? 20 Source: Q4 2011 Global Customer
Experience Peer Research Panel Online Survey 1% 6% 22% 29% 43% 48%
61% 74% 77% None of the above Other Improving the phone
self-service customer experience (IVR/speech) Improving the
store/branch customer experience Improving the experience of
interacting with a call center agent Using communities and other
types of social computing Adding or improving mobile customer
experiences Improving cross-channel customer experiences Improving
the online customer experience Which of the following are major
objectives of your companys customer experience program in 2012?
Base: 86 customer experience professionals (multiple responses
accepted) @RonRogowski @kerrybodine 21. ISITE Design Balance
Complexity 21 Customer Experience Splinternet
IntegrationIntegration Channel Search Social Web Aps Data /
Seg.Analytics Bus. Plan Brand 22. ISITE Design M.I.S.T. AMPS 22
DELIGHT 23. ISITE Design Delightis a change which increases the
potential customers see in brands. 23 24. ISITE Design Mysterious
24 25. ISITE Design Whats in the Blush Box? 25 26. ISITE Design
Intimate 26 27. ISITE Design Intimate 27 28. ISITE Design Sensuous
28 @KRConnect 29. ISITE Design Trustworthy 29 30. ISITE Design O 2
O 2 O OnlineOffline 30 31. ISITE DesignISITE Design 31 32. ISITE
Design StayTuned Your brand can be featured in a Delight Webinar on
using M.I.S.T. 32 33. ISITE Design Ideas to Use Say less, do more
Participation Share your ideals Be your people Listen, be a peer
Measuring is listening Simplify Mobile means personal. M.I.S.T.
O-2-O-2 Decide Design Deliver Delight HTsL @JimStengel
@ChiefMarTech @KRConnect @RonRogowski @kerrybodine Indulge dreams
to live 33 delight. 34. ISITE DesignISITE Design Experience Heroes
Dare to Delight 34
