Disruptive Trends to Watch. Charlene Li, Principle Analyst For Slides,
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1 1 Disruptive Trends to Watch Charlene Li, Principle Analyst For Slides,
2 2
3 It s About Relationships 3
4 4 Agenda Customer Journey New Experiences Leadership and Culture
5 5 Agenda Customer Journey New Experiences Leadership and Culture
6 Who are Your Digital Customers? 6
7 7 How Different Really are Millennials? Age % using Facebook 87% 73% 63% 56% % using Instagram 53% 25% 11% 6% % using Twitter 37% 25% 12% 10% % using Pinterest 34% 28% 27% 17% % using LinkedIn 23% 31% 30% 21% Source: Pew Research, Social Media Update, 2014
8 Prepare for a Digital Only World 8 % of smartphone owners who are totally smartphone dependent for their Internet access 15% 6% 4% 2% % 65+
9 9
10 10 You ve got to start with the customer experience and work backwards to the technology, - Steve Jobs
11 Understand the Dynamic Digital Customer Journey Open Houses Repeat Visits NextDoor AirBnB 11 Realtor.com Realtor Sites Yelp Realtor.com Realtor Sites Yelp Yard Signs Facebook Twitter Instagram Pinterest Yelp
12 12 Agenda Customer Journey New Experiences Leadership and Culture
13 How Open Houses Work Today 13
14 ibeacons Bring Geolocation to Feet 14
15 ibeacons can Digitize Visitors an Open House 15 - Download Bluetooth connected app - As you move through the house, relevant content appears - Agent can see where buyer lingered
16 Messaging Displaces Social Networking Source: Companies, BI Intelligence Big 4 Social Networks: Facebook, Instagram, LinkedIn, Twitter Big 4 Messaging Apps: Facebook Messenger, Viber, WhatsApp, WeChat
17 17
18 18
19 Take and Share Photos/Videos Easily 19
20 10 Things Agents Can Do with Snapchat Preview highlights from agent open house 2. Create a Story tour for each new listing 3. on yard signs 4. Answer client s private chat + photo/video while onsite at an open house 5. Contribute to Local Our Stories 6. Highlight a hidden neighborhood feature 7. Interview a neighbor 8. Snap a local festival 9. Behind the scenes tour 10. Educational snippets
21 21
22 Augmented Reality Closer than Virtual Reality 22
23 Mass Personalization Based on Customer Knowledge 23 Marketing Automation Social Media Management Employee Advocacy Social Listening & Analytics Engagement and Optimization Unified Identity and Profiles Analytics to support Persona and Journey Map development Customer database Identity management outside of owned sites Content Management and Personalization Digital Asset Management Content Management System Website CMS/Content Personalization SEO/SEM
24 24
25 Developing Trust Becomes a Strategy 25
26 At least tell me. Let me know what you are going to do with my information 26 I would be much more comfortable if everything weren't permanently archived, if access to personal data was momentary, based on a prompt or user request. If I wanted my information shared it should be up to me to share it. As long as it is anonymous data, it is no big deal. But I must trust that that is how you are actually handling it.
27 Build Trust and Culture with Engagement 27 Source: Edelman Trust Barometer, 2015
28 28 Agenda Customer Journey New Experiences Leadership and Culture
29 An engaged leader is someone who uses digital, mobile, and social tools strategically to achieve established goals as they relate to leading people and managing organizations. 29
30 30 The Engaged Leader Framework Listen at Scale Share to Shape Engage to Transform
31 31 Telstra CEO David Thodey Engages Frequently
32 The Impact of Follow-through 32
33 33 Purpose Drives Personal Engagement I jump into customer issues because it s dear to my heart. - David Thodey, CEO of Telstra
34 I don t have the time. 34
35 35 It s not about me. #MKTNATION
36 36 I don t want to get my organization in trouble. #MKTNATION
37 37 Getting Leaders Started Listen 15 minutes a day Share a story that will inspire action Engage strategically, sparingly
38 Source: Altimeter Group Digital Transformation Study,
39 39 The ability to give up the need to be in control and still be in command
40 40
41 41
42 42
43 Courage 43
44 It s About Relationships 44
45 45
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