The subject of #ToolkitForTransformation has been tackled through these three key themes:
- Organizational change
Provocation number 1: the Brand Loyalty.
It is believed that in the future brand loyalty will become extinct. As contemptuous as it can be, we might agree with it.
People switching loyalty from one brand to an other has become the main reason for switching economy nowadays. Everything is easily accessible: you don’t need to own music anymore, because you can access it from any on-line portal. As a result, we can’t be talking about the intangibility of a brand anymore, since we have a lot more choices to make today. AirBnB for instance will have a lot more to offer in the future than any other hotel chain in the world. (The kicker is that every room is different!)
We have a lot more information coming from social media, blogs, news sites etc
The cross-channel analysis Razorfish presented at Cannes was focused on markets in four main countries: USA, Brazil, China and UK. The conclusion: word of mouth and online reviews are the greatest influencers of purchase decisions.
Choice and information both contribute to what everybody knows as Considered Consumption.
We like to spend money on good brands, but we also like to spend money on brands that do good. The extinction of brand loyalty happened because we like to celebrate ourselves. We live in an era where we are equipped with social media and with tools that tell a lot about who we are. We take selfies, we talk about us, but at the same time, we do rely on brands and the brands do rely on us. As consumers, we do like to engage with a brand that is very personal from many view stands. If a brand does not listen to data about their consumers, then it doesn’t really know how to engage with them. Data give brands a roadmap on how to reach customers on a 1 to 1 basis.
Amazon Prime has won over 41 million customers and is a perfect example of immediate consumer loyalty, thanks to technology and innovation when it comes to online shopping. Even though it started as a way for people to get products faster, it grew into instant value added services like music, instant video share. Amazon Prime is a customer experience LAB!
The TOOLS you need to deal with this provocation are:
- creativity - Volvo and its safety bikers sprays for visibility.
- consumers - build your own bear workshop
- organizational change - focusing on the right priorities for your customers.
Provocation number 2: the unconnected world will be connected.
Today, around 4,2 billion people are still offline and will remain offline by 2017.
Farmers, doctors, elderly people could use the digital support network to increase their lives and other peoples’ lives as well. It is important to make a difference between a nice to have internet and a need to have internet!
For instance, the Japanese postal service has gone one step further and has made a partnership with IBM and Apple to connect the elderly to the internet through apps My Family, My Health, My Community. The postman can take care of them and teach them how to use these devices.
The main purpose is to connect the unconnected and bring value to their lives.
TOOLS you need to deal with this provocation:
- creativity - think beyond browsers
- consumers - educate and enable before advertising for the elderly
- organizational change - let the need the unconnected guide the future of your business.
Provocation number 3 is the great brand experiences which will liberate us from our screens. Ubiquitous technology doesn’t exist until it totally invades our lives through the screens.
The creators of the internet didn’t necessarily see this invention being transmitted through screens. The main credo behind it was actually that information could be democratized through such a tool.
Microsoft HoloLens is a great example which will certainly take us all away from our screens and immerse into virtual reality and an augmented world.
Cognitoys are smart toys that will make the consumers have a really personal and amazing experience. These toys can actually have a conversation with the kid, give accurate information to the future of his education.
TOOLS you need to deal with this provocation:
- creativity- think like a supercomputer
- consumers- design for the human interface not the screen
- organizational change- make your company part of the mesh- strategic alliances in order to bring better experiences to people. (Audi quattro Weather Targeting campaign)
How far will automation go? Are we ever going to get to the point where creative advertising can be created from a to z with the help of an algorithm?
It is very hard for us to grasp the idea that computational thinking can be responsible for the complete marketing creation process from start to finish.
The goals people at Razorfish follow as marketers are to get people exactly what they want, when they want. 70 or 75% of the jobs in the future haven’t yet been created. We need to make the shift from seducing people into thinking they should buy a product, but know exactly which one that is.
Will the marketers be left without jobs? No, but what we do is going to change. Agencies need to put themselves back in the analogue world to become cultural pulse takers and learn new processes and find new places in the creative process.
Alexandra Carlsson, from Cannes Lions International Festival of Creativity.