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Digital Business Models in the Age of the Customer
Kristoffer Okkels // Business Development Director // Creuna
© Creuna
Headstart & Internet Week Denmark
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The age of the customer is all about
emerging excpectations © Creuna
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Expectations are rising…
© Creuna Uber Newsroom
The willingness to wait for an Uber drops from 8 to 5 minutes in one year.
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…and know no industry boundaries
© Creuna
Interfaces Selection Price/Quality Service
http://trenddriveninnovation.com/
Efficiency
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The age of the customer is also the
golden age of technology © Creuna
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All companies are in the line of fire...
Production gets automated
Technology gets out-dated
Service gets virtualised
Experiences get digitised
© Creuna
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…and the boundaries between
products and services and the
digital and physical are getting blurry. © Creuna
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From independent entities…
© Creuna Forrester: How to Embrace New Digital Business Models
Online insurance
GPS navigation
Honda Civic
Repair Shop
Product
Service
Digital Physical
Auto Industry
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…to coherent experiences
© Creuna Forrester: How to Embrace New Digital Business Models
Model S app
GPS navigation
Model S
Charging Station
Product
Service
Digital Physical
Tesla
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Use behavioural and contextual data to make intelligent and dynamic pricing
© Creuna
Customer experience can go hand in hand with business process optimisation
Engage customers and create new revenue with valuable services and platforms
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Let behavioural data determine the price
© Creuna https://www.progressive.com/auto/snapshot/
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Use location data to control supply (and price)
© Creuna
Uber-efterspørgsel i New York City
“Prices go up to encourage more drivers to go online. The increase in price is proportionate to demand.”
Uber Blog & Washington Post
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Context is important for most products
© Creuna Ad Age
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Use behavioural and contextual data to make intelligent and dynamic pricing
© Creuna
Customer experience can go hand in hand with business process optimisation
Engage customers and create new revenue with valuable services and platforms
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• Rolls Royce: power by the hour
• Choice Hotels
Let sensors extend your product…
© Creuna Creative Tech
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…or digitise the decision-making process
© Creuna Future AG & Fast Company
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Empower the customer!
© Creuna QZ: Ralph Laurens High Tech Fitting Room
Customers tried on 6 times as many clothes
Cross-selling was increased by 80%
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Use behavioural and contextual data to make intelligent and dynamic pricing
© Creuna
Customer experience can go hand in hand with business process optimisation
Engage customers and create new revenue with valuable services and platforms
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Use the easy access to new customers…
© Creuna China Daily
The US export of
lobsters to China
has increased
from 15 to 675
mio. dkr. in 5 years.
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…but beware of disruptors
© Creuna https://www.instacart.com/ & http://www.lunarway.com/
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Meet customers’ desire for flexibility
© Creuna http://www.driveclutch.com/
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Turn big data into commercial assets
https://www.vestas.com/ve stasonline/
Breakeven on a 2-digit million dkr. investment in 8 months
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What should you do to meet the emerging expectations in the age of the customer?
© Creuna
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1. Attract 2. Acquire 3. Retain 4. Co-Create
Turn the brand into an
Ecosystem
© Creuna
14
32
Customer Experience
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Use the right technologies to create intelligent and consistent experiences and services…
Turn the brand into an
Ecosystem
© Creuna
Customer Experience
Technology
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...and create a united organization focusing on unprecedented customer-centricity.
Turn the brand into an
Ecosystem
© Creuna
Customer Experience
Technology
Organization
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Make a new slide to add or change the icons by using graphics from www.iconmonstr.com
Our five basic colours Yellow, Blue, Red, Green and Grey
These are the colours we use for backgrounds
Darker colours You’re basically free to use the different
saturations of the colours, but we still recommend these second to darkest ones
thanks for listening!
© Creuna
creuna.dk [email protected]
in/okkels slideshare.net/creuna +45 22 49 83 39
Kristoffer Okkels, Business Development Director
