SlideShare ist ein Scribd-Unternehmen logo
1 von 132
Downloaden Sie, um offline zu lesen
From content to money
(and other good stuff in between)



                Eric Reiss
                  @elreiss
                      ICMA
             April 28, 2011
              Nice, France
Innovation, Service, and Shared References
Innovation, Service, and Shared References
Tuesday              Sunday


The Highland Park Flyer




     Total costs - $200   Sale price - $800
Two key lessons
     People buy via media that provide
     easy overview and good information

     People sell via media that provide
     broad exposure and proven results
Three questions to kick things off...
Question #1
Are you alone in your market?
Fact of life #1

The more crowded your market,
the more your quality of service
will differentiate your application.
Question #2
Are you encouraging your visitors to come back?
Fact of life #2

Without repeat business, your
venture will ultimately fail due
to the law of diminishing returns.
Question #3
Are you letting your business model get
in the way of good user experience?
Fact of life #3

Achieving your business goals
depends 100% on your ability
to meet the needs of those who
use your online application.
Today’s topics
  Defining innovation
  Improving service
  Building shared references
in·no·va·tion
                 noun
1 : the introduction of something new
  2 : a new idea, method, or device
best prac·tice
                 noun
    1 : best way of doing a thing
2 : a tested idea, method, or device
Three bad reasons to innovate
   To differentiate your product/service
   To be “original”
   To satisfy your ego
Innovation, Service, and Shared References
Innovation, Service, and Shared References
Innovation, Service, and Shared References
Experiment
Invention
Invention
Innovation




15 April 1912
Innovation, Service, and Shared References
Innovation, Service, and Shared References
There is only one reason to innovate…

                    to solve a problem!
Law of Innovation #1

If an innovation does not solve
a problem, it will create one.
Law of Innovation #2

Problems do not exist in isolation.
Solutions often have unintended
consequences.
People




      Technologies




Processes
Law of Innovation #3

Invention may be accidental.
Innovation is always planned.
Innovation Lifecycle
                                           Best practice



                                   Innovation


                                                              Fashion
                          Best practice
Progress




             Innovation                               Habit



     Invention
                                                                 Old-fashioned
Time
Innovation, Service, and Shared References
Innovation, Service, and Shared References
Innovation, Service, and Shared References
Innovation, Service, and Shared References
Innovation, Service, and Shared References
Innovation, Service, and Shared References
Happily, on the internet, concept is
not about form but about function
What are the warning signs of
      fad and fashion?
Watch out if...

    Your solution is only being used in your
    local market

    Your solution is only being used by a single
    branch or industry

    Your solution looks like something you also
    did last week
Today’s topics
  Defining innovation
  Improving service
  Building shared references
Let’s start with a definition ...
“Customer service is a series of
 activities designed to enhance
 the level of customer satisfaction –

 the feeling that a product or service
 has met expectations.”

                     Turban and King, 2002
Dissatisfied   Satisfied
“Customer service is a series of
 activities designed to enhance
 the level of customer satisfaction –

  the feeling that a product or service
  has met expectations.”
Did not meet      met              Exceeded
“Hockey-stick” satisfaction
Loyalty




                                        90%


                    Satisfaction
“We have an
   83% customer
satisfaction rating!”
So, is this relevant for website owners?

Your competitors are only a click away!
Let’s start with the basics...
Innovation, Service, and Shared References
Innovation, Service, and Shared References
Innovation, Service, and Shared References
Innovation, Service, and Shared References
Innovation, Service, and Shared References
Scary service fact #1

There is no such thing
as “online-conversion”
without a form that works.
“Oops!
Your business model is showing...”
Innovation, Service, and Shared References
Innovation, Service, and Shared References
Innovation, Service, and Shared References
Innovation, Service, and Shared References
Innovation, Service, and Shared References
Scary service fact #2

No one objects that you are
in business to make money –
until your goals get in the
way of their goals.
Innovation, Service, and Shared References
Scary service fact #3

Unhappy customers are
dangerous.
Innovation, Service, and Shared References
Innovation, Service, and Shared References
10 things customers will tell you
1.    Don’t tell me how great you are. BE great!
2.    Go the extra mile.
3.    Don’t get in my way when I’m trying to shop.
4.    If I know what I’m looking for, help me find it.
5.    If I have questions, I want straight answers, not a salestalk.
6.    Tell me if you’re going off to look for my size. Don’t just turn and leave.
7.    If you expect me to buy something, tell me what it costs
8.    Are your own affairs so important that you feel justified in ignoring me?
9.    Don’t make me feel stupid.
10.   If you make a mistake, admit it.




Sources: Paco Underhill, Eric Reiss
Innovation, Service, and Shared References
Innovation, Service, and Shared References
Innovation, Service, and Shared References
Innovation, Service, and Shared References
Innovation, Service, and Shared References
Innovation, Service, and Shared References
Innovation, Service, and Shared References
Innovation, Service, and Shared References
Innovation, Service, and Shared References
10 things customers will tell you
1.    Don’t tell me how great you are. BE great!
2.    Go the extra mile.
3.    Don’t get in my way when I’m trying to shop.
4.    If I know what I’m looking for, help me find it.
5.    If I have questions, I want straight answers, not a salestalk.
6.    Tell me if you’re going off to look for my size. Don’t just turn and leave.
7.    If you expect me to buy something, tell me what it costs
8.    Are your own affairs so important that you feel justified in ignoring me?
9.    Don’t make me feel stupid.
10.   If you make a mistake, admit it.
Innovation, Service, and Shared References
10 things customers will tell you
1.    Don’t tell me how great you are. BE great!
2.    Go the extra mile.
3.    Don’t get in my way when I’m trying to shop.
4.    If I know what I’m looking for, help me find it.
5.    If I have questions, I want straight answers, not a salestalk.
6.    Tell me if you’re going off to look for my size. Don’t just turn and leave.
7.    If you expect me to buy something, tell me what it costs
8.    Are your own affairs so important that you feel justified in ignoring me?
9.    Don’t make me feel stupid.
10.   If you make a mistake, admit it.
Innovation, Service, and Shared References
Innovation, Service, and Shared References
Innovation, Service, and Shared References
10 things customers will tell you
1.    Don’t tell me how great you are. BE great!
2.    Go the extra mile.
3.    Don’t get in my way when I’m trying to shop.
4.    If I know what I’m looking for, help me find it.
5.    If I have questions, I want straight answers, not a salestalk.
6.    Tell me if you’re going off to look for my size. Don’t just turn and leave.
7.    If you expect me to buy something, tell me what it costs
8.    Are your own affairs so important that you feel justified in ignoring me?
9.    Don’t make me feel stupid.
10.   If you make a mistake, admit it.
Innovation, Service, and Shared References
10 things customers will tell you
1.    Don’t tell me how great you are. BE great!
2.    Go the extra mile.
3.    Don’t get in my way when I’m trying to shop.
4.    If I know what I’m looking for, help me find it.
5.    If I have questions, I want straight answers, not a salestalk.
6.    Tell me if you’re going off to look for my size. Don’t just turn and leave.
7.    If you expect me to buy something, tell me what it costs
8.    Are your own affairs so important that you feel justified in ignoring me?
9.    Don’t make me feel stupid.
10.   If you make a mistake, admit it.
Innovation, Service, and Shared References
Innovation, Service, and Shared References
Innovation, Service, and Shared References
Innovation, Service, and Shared References
10 things customers will tell you
1.    Don’t tell me how great you are. BE great!
2.    Go the extra mile.
3.    Don’t get in my way when I’m trying to shop.
4.    If I know what I’m looking for, help me find it.
5.    If I have questions, I want straight answers, not a salestalk.
6.    Tell me if you’re going off to look for my size. Don’t just turn and leave.
7.    If you expect me to buy something, tell me what it costs
8.    Are your own affairs so important that you feel justified in ignoring me?
9.    Don’t make me feel stupid.
10.   If you make a mistake, admit it.
Innovation, Service, and Shared References
Innovation, Service, and Shared References
Innovation, Service, and Shared References
Innovation, Service, and Shared References
Innovation, Service, and Shared References
Innovation, Service, and Shared References
Innovation, Service, and Shared References
Scary service fact #3

People are people.
Online and offline.

So the next time you experience
bad service somewhere, go and
check that your site isn’t making
the same mistake.
There are only three basic types of service
Help
Enhance
Fix
Help
“Beam me up,
 Scotty.”
I need you to help me...
  do something
  understand something
  avoid the horrible “Browser Monster”
I won’t tell you that I need you to...
  make my life easier
  stroke my ego
  make me feel wanted
Enhance
“Milk AND
 cookies!”
Ooh! You just gave me...
 a useful contextual link
 a happy surprise
 an unexpected benefit
 a better experience
Fix
“The doggone
 printer ate
 my homework!”
Please...
  sort out my problem
  keep it simple
  don’t waste my time
  keep me out of trouble
Today’s topics
  Defining innovation
  Improving service
  Building shared references
And what are you looking for in a shoe?
Innovation, Service, and Shared References
Innovation, Service, and Shared References
Innovation, Service, and Shared References
Innovation, Service, and Shared References
Innovation, Service, and Shared References
What’s in our shared-reference toolkit?




               Words
“Ads must be limited to 25 words.”
Old Hawaiian Hula Dancer Girl Motion Lamp
All original and signed Dodge Inc on the base. Shade is original also
but needs some repair or restoration. The hula girl is in wonderful
condition with a fabulous patina. There is a little loss to the bronze
finish at her right shoulder. No chips, cracks, repairs or scratches.
Hula mechanics work excellent -- strong and quiet. Light works also.
The only damage I have to report is the switch is bent some but still
works -- I don't want to try to straighten it and risk breaking it. There
are 4 settings--off, hula only, lamp only and lamp and hula. Wiring
looks good. Base is 7 1/4" diameter. Lamp is 18" tall to top of the
socket, 21 1/2" tall with shade attached. This is the very first hula girl
motion lamp -- she has a lei around her neck and around each
ankle. She looks to be made of bronze but I don't think so. Circa
1940's. What looks like spotting on the base is magnified dust
particles from rubbing my finger on her skirt to straighten it out -- my
camera really shows them up for some reason.
Scary content fact #1

              Longer text outperforms
              short text by 40.5%

              • Long-copy ROI = +21%
              • Short-copy ROI = -14%


Source: Marketingexperiments.com
“Words fail me…”
Innovation, Service, and Shared References
Innovation, Service, and Shared References
Innovation, Service, and Shared References
Scary content fact #2

Adding more content is
not a solution.

Ensuring better content is.
Innovation, Service, and Shared References
Scary content fact #3

Content is king.
But context is the kingdom.
http://www.cdnow.com




      “Words”
       Words
The magic of context
 It differentiates your products
 It differentiates your company
 It provides a service
 It facilitates upselling
Innovation, Service, and Shared References
Innovation, Service, and Shared References
Innovation, Service, and Shared References
Scary content fact #4

Your ability to handle context
issues will become one of the
key differentiating factors that
sets your site apart from the
crowd.
So…
 Solve real problems
   Don’t use “innovation” as a buzzword.
 Create stronger services
   For your end users. They are the folks who matter.
 Build better shared references
   Because this is the secret to e-commerce success.
 Use context as a competitive weapon
   Before someone else beats you to it.
Eric Reiss can (usually) be found at:
The FatDUX Group ApS
Strandøre 15
2100 Copenhagen
Denmark

Office: (+45) 39 29 67 77
Mobil: (+45) 20 12 88 44
Twitter: @elreiss
info@fatdux.com
www.fatdux.com

Weitere ähnliche Inhalte

Was ist angesagt?

UX Camp Europe 2017
UX Camp Europe 2017UX Camp Europe 2017
UX Camp Europe 2017Eric Reiss
 
Communities of Trust - from regulation to cooperation
Communities of Trust - from regulation to cooperationCommunities of Trust - from regulation to cooperation
Communities of Trust - from regulation to cooperationScreamin Wrba
 
LCEB Enterprise Week 2009 Keynote March 2
LCEB Enterprise Week 2009 Keynote March 2LCEB Enterprise Week 2009 Keynote March 2
LCEB Enterprise Week 2009 Keynote March 2José PIETRI
 
Disruptive influences on leadership and innovation
Disruptive influences on leadership and innovationDisruptive influences on leadership and innovation
Disruptive influences on leadership and innovationInnovative Circus
 
WIAD Ghent 2016
WIAD Ghent 2016WIAD Ghent 2016
WIAD Ghent 2016Eric Reiss
 
Come together: why and how to grow an internet of things community in your city
Come together: why and how to grow an internet of things community in your cityCome together: why and how to grow an internet of things community in your city
Come together: why and how to grow an internet of things community in your cityAlexandra Deschamps-Sonsino
 
Innovation- by Ravi Ambatipudi
Innovation- by Ravi AmbatipudiInnovation- by Ravi Ambatipudi
Innovation- by Ravi AmbatipudiRavi Ambatipudi
 
Y Combinator Female Founder Conference (Elizabeth Iorns, Science Exchange)
Y Combinator Female Founder Conference (Elizabeth Iorns, Science Exchange)Y Combinator Female Founder Conference (Elizabeth Iorns, Science Exchange)
Y Combinator Female Founder Conference (Elizabeth Iorns, Science Exchange)Science Exchange
 
Eli 2008 Fall Focus
Eli 2008 Fall FocusEli 2008 Fall Focus
Eli 2008 Fall FocusEducause
 
Elizabeth Iorns - From Academic to Entrepreneur (Sept 2012)
Elizabeth Iorns - From Academic to Entrepreneur (Sept 2012)Elizabeth Iorns - From Academic to Entrepreneur (Sept 2012)
Elizabeth Iorns - From Academic to Entrepreneur (Sept 2012)Science Exchange
 
Finding Problems Worth Solving
Finding Problems Worth Solving Finding Problems Worth Solving
Finding Problems Worth Solving Paul Fox, Ph.D.
 
Vision, Values, and Ideas: The Case of Going After Big Challenges
Vision, Values, and Ideas: The Case of Going After Big ChallengesVision, Values, and Ideas: The Case of Going After Big Challenges
Vision, Values, and Ideas: The Case of Going After Big ChallengesThe Founder Institute
 
Of brains and buttons (UXCE, Berlin, Germany)
Of brains and buttons (UXCE, Berlin, Germany)Of brains and buttons (UXCE, Berlin, Germany)
Of brains and buttons (UXCE, Berlin, Germany)Eric Reiss
 

Was ist angesagt? (18)

UX Camp Europe 2017
UX Camp Europe 2017UX Camp Europe 2017
UX Camp Europe 2017
 
Communities of Trust - from regulation to cooperation
Communities of Trust - from regulation to cooperationCommunities of Trust - from regulation to cooperation
Communities of Trust - from regulation to cooperation
 
LCEB Enterprise Week 2009 Keynote March 2
LCEB Enterprise Week 2009 Keynote March 2LCEB Enterprise Week 2009 Keynote March 2
LCEB Enterprise Week 2009 Keynote March 2
 
Disruptive influences on leadership and innovation
Disruptive influences on leadership and innovationDisruptive influences on leadership and innovation
Disruptive influences on leadership and innovation
 
WIAD Ghent 2016
WIAD Ghent 2016WIAD Ghent 2016
WIAD Ghent 2016
 
Come together: why and how to grow an internet of things community in your city
Come together: why and how to grow an internet of things community in your cityCome together: why and how to grow an internet of things community in your city
Come together: why and how to grow an internet of things community in your city
 
An internet of things economy
An internet of things economyAn internet of things economy
An internet of things economy
 
Innovation- by Ravi Ambatipudi
Innovation- by Ravi AmbatipudiInnovation- by Ravi Ambatipudi
Innovation- by Ravi Ambatipudi
 
All things connected and considered.
All things connected and considered.All things connected and considered.
All things connected and considered.
 
Y Combinator Female Founder Conference (Elizabeth Iorns, Science Exchange)
Y Combinator Female Founder Conference (Elizabeth Iorns, Science Exchange)Y Combinator Female Founder Conference (Elizabeth Iorns, Science Exchange)
Y Combinator Female Founder Conference (Elizabeth Iorns, Science Exchange)
 
LEARNING TO BE INNOVATIVE ?
LEARNING TO BE INNOVATIVE   ?�LEARNING TO BE INNOVATIVE   ?�
LEARNING TO BE INNOVATIVE ?
 
Eli 2008 Fall Focus
Eli 2008 Fall FocusEli 2008 Fall Focus
Eli 2008 Fall Focus
 
Inventors Online Course Sample
Inventors Online Course SampleInventors Online Course Sample
Inventors Online Course Sample
 
Elizabeth Iorns - From Academic to Entrepreneur (Sept 2012)
Elizabeth Iorns - From Academic to Entrepreneur (Sept 2012)Elizabeth Iorns - From Academic to Entrepreneur (Sept 2012)
Elizabeth Iorns - From Academic to Entrepreneur (Sept 2012)
 
Finding Problems Worth Solving
Finding Problems Worth Solving Finding Problems Worth Solving
Finding Problems Worth Solving
 
Vision, Values, and Ideas: The Case of Going After Big Challenges
Vision, Values, and Ideas: The Case of Going After Big ChallengesVision, Values, and Ideas: The Case of Going After Big Challenges
Vision, Values, and Ideas: The Case of Going After Big Challenges
 
18Feb2015InnovationBangaloreFinal
18Feb2015InnovationBangaloreFinal18Feb2015InnovationBangaloreFinal
18Feb2015InnovationBangaloreFinal
 
Of brains and buttons (UXCE, Berlin, Germany)
Of brains and buttons (UXCE, Berlin, Germany)Of brains and buttons (UXCE, Berlin, Germany)
Of brains and buttons (UXCE, Berlin, Germany)
 

Andere mochten auch

The INFINITY Learning Model in Thailand: Its Potential for Developing Countr...
The INFINITY Learning Model in Thailand:  Its Potential for Developing Countr...The INFINITY Learning Model in Thailand:  Its Potential for Developing Countr...
The INFINITY Learning Model in Thailand: Its Potential for Developing Countr...Dr Poonsri Vate-U-Lan
 
Amsterdam Business School - Who is earning money with crowdfunding
Amsterdam Business School - Who is earning money with crowdfundingAmsterdam Business School - Who is earning money with crowdfunding
Amsterdam Business School - Who is earning money with crowdfundingRonald Kleverlaan
 
Crowdfunding voor winkelstraat cooperatie Jan Eef
Crowdfunding voor winkelstraat cooperatie Jan Eef Crowdfunding voor winkelstraat cooperatie Jan Eef
Crowdfunding voor winkelstraat cooperatie Jan Eef Ronald Kleverlaan
 
Crowdfunding - A new way of financing SMEs in Colombia - #ForosMipyme
Crowdfunding  - A new way of financing SMEs in Colombia - #ForosMipymeCrowdfunding  - A new way of financing SMEs in Colombia - #ForosMipyme
Crowdfunding - A new way of financing SMEs in Colombia - #ForosMipymeRonald Kleverlaan
 
2585_10.14 Create Your Success US BPM_DIGITAL
2585_10.14 Create Your Success US BPM_DIGITAL2585_10.14 Create Your Success US BPM_DIGITAL
2585_10.14 Create Your Success US BPM_DIGITALAndrea Zeller-Nield
 
Trends and Directions of Technology in Elementary Schools under the Bangkok ...
Trends and Directions of Technology in Elementary Schools  under the Bangkok ...Trends and Directions of Technology in Elementary Schools  under the Bangkok ...
Trends and Directions of Technology in Elementary Schools under the Bangkok ...Dr Poonsri Vate-U-Lan
 
Preventing HIV/AIDS through Microeconomic Development
Preventing HIV/AIDS through Microeconomic DevelopmentPreventing HIV/AIDS through Microeconomic Development
Preventing HIV/AIDS through Microeconomic Developmentkatejongbloed
 
Workshop natuur- en milieufederaties
Workshop natuur- en milieufederatiesWorkshop natuur- en milieufederaties
Workshop natuur- en milieufederatiesRonald Kleverlaan
 
Hope (something we all need)
Hope  (something we all need)Hope  (something we all need)
Hope (something we all need)Billen
 
Futrinka utca Egyesület - 1. verzió
Futrinka utca Egyesület - 1. verzióFutrinka utca Egyesület - 1. verzió
Futrinka utca Egyesület - 1. verzióguestfc9287
 
Australia Trek Itinerary 2009
Australia Trek Itinerary 2009Australia Trek Itinerary 2009
Australia Trek Itinerary 2009guest7859a
 
A jövő hackerei
A jövő hackereiA jövő hackerei
A jövő hackereipappet
 
Sociale dynamiek op crowdfunding platformen
Sociale dynamiek op crowdfunding platformenSociale dynamiek op crowdfunding platformen
Sociale dynamiek op crowdfunding platformenRonald Kleverlaan
 
Crowdfunding in de Zorg - Novartis Patient Academy
Crowdfunding in de Zorg - Novartis Patient AcademyCrowdfunding in de Zorg - Novartis Patient Academy
Crowdfunding in de Zorg - Novartis Patient AcademyRonald Kleverlaan
 
Mandarin Version: Disaster 2.0: Real Time Collaboration: Documentation and Ma...
Mandarin Version: Disaster 2.0: Real Time Collaboration: Documentation and Ma...Mandarin Version: Disaster 2.0: Real Time Collaboration: Documentation and Ma...
Mandarin Version: Disaster 2.0: Real Time Collaboration: Documentation and Ma...Connie White
 
Describing the Elephant: UX Cambridge 2014
Describing the Elephant: UX Cambridge 2014Describing the Elephant: UX Cambridge 2014
Describing the Elephant: UX Cambridge 2014Eric Reiss
 
0760111 Cell Phones: The Good, The Bad, and the Solid Gold
0760111 Cell Phones: The Good, The Bad, and the Solid Gold0760111 Cell Phones: The Good, The Bad, and the Solid Gold
0760111 Cell Phones: The Good, The Bad, and the Solid GoldAli G
 

Andere mochten auch (20)

The INFINITY Learning Model in Thailand: Its Potential for Developing Countr...
The INFINITY Learning Model in Thailand:  Its Potential for Developing Countr...The INFINITY Learning Model in Thailand:  Its Potential for Developing Countr...
The INFINITY Learning Model in Thailand: Its Potential for Developing Countr...
 
Amsterdam Business School - Who is earning money with crowdfunding
Amsterdam Business School - Who is earning money with crowdfundingAmsterdam Business School - Who is earning money with crowdfunding
Amsterdam Business School - Who is earning money with crowdfunding
 
Crowdfunding voor winkelstraat cooperatie Jan Eef
Crowdfunding voor winkelstraat cooperatie Jan Eef Crowdfunding voor winkelstraat cooperatie Jan Eef
Crowdfunding voor winkelstraat cooperatie Jan Eef
 
Crowdfunding - A new way of financing SMEs in Colombia - #ForosMipyme
Crowdfunding  - A new way of financing SMEs in Colombia - #ForosMipymeCrowdfunding  - A new way of financing SMEs in Colombia - #ForosMipyme
Crowdfunding - A new way of financing SMEs in Colombia - #ForosMipyme
 
Ochoa marmex
Ochoa marmexOchoa marmex
Ochoa marmex
 
2585_10.14 Create Your Success US BPM_DIGITAL
2585_10.14 Create Your Success US BPM_DIGITAL2585_10.14 Create Your Success US BPM_DIGITAL
2585_10.14 Create Your Success US BPM_DIGITAL
 
Trends and Directions of Technology in Elementary Schools under the Bangkok ...
Trends and Directions of Technology in Elementary Schools  under the Bangkok ...Trends and Directions of Technology in Elementary Schools  under the Bangkok ...
Trends and Directions of Technology in Elementary Schools under the Bangkok ...
 
Preventing HIV/AIDS through Microeconomic Development
Preventing HIV/AIDS through Microeconomic DevelopmentPreventing HIV/AIDS through Microeconomic Development
Preventing HIV/AIDS through Microeconomic Development
 
Workshop natuur- en milieufederaties
Workshop natuur- en milieufederatiesWorkshop natuur- en milieufederaties
Workshop natuur- en milieufederaties
 
Hope (something we all need)
Hope  (something we all need)Hope  (something we all need)
Hope (something we all need)
 
Futrinka utca Egyesület - 1. verzió
Futrinka utca Egyesület - 1. verzióFutrinka utca Egyesület - 1. verzió
Futrinka utca Egyesület - 1. verzió
 
His m07t03c
His m07t03cHis m07t03c
His m07t03c
 
Australia Trek Itinerary 2009
Australia Trek Itinerary 2009Australia Trek Itinerary 2009
Australia Trek Itinerary 2009
 
A jövő hackerei
A jövő hackereiA jövő hackerei
A jövő hackerei
 
Sociale dynamiek op crowdfunding platformen
Sociale dynamiek op crowdfunding platformenSociale dynamiek op crowdfunding platformen
Sociale dynamiek op crowdfunding platformen
 
Crowdfunding in de Zorg - Novartis Patient Academy
Crowdfunding in de Zorg - Novartis Patient AcademyCrowdfunding in de Zorg - Novartis Patient Academy
Crowdfunding in de Zorg - Novartis Patient Academy
 
Mandarin Version: Disaster 2.0: Real Time Collaboration: Documentation and Ma...
Mandarin Version: Disaster 2.0: Real Time Collaboration: Documentation and Ma...Mandarin Version: Disaster 2.0: Real Time Collaboration: Documentation and Ma...
Mandarin Version: Disaster 2.0: Real Time Collaboration: Documentation and Ma...
 
Cand Rec 4
Cand Rec 4Cand Rec 4
Cand Rec 4
 
Describing the Elephant: UX Cambridge 2014
Describing the Elephant: UX Cambridge 2014Describing the Elephant: UX Cambridge 2014
Describing the Elephant: UX Cambridge 2014
 
0760111 Cell Phones: The Good, The Bad, and the Solid Gold
0760111 Cell Phones: The Good, The Bad, and the Solid Gold0760111 Cell Phones: The Good, The Bad, and the Solid Gold
0760111 Cell Phones: The Good, The Bad, and the Solid Gold
 

Ähnlich wie Innovation, Service, and Shared References

10 things every CEO needs to know about UX
10 things every CEO needs to know about UX10 things every CEO needs to know about UX
10 things every CEO needs to know about UXEric Reiss
 
The basics of e-service
The basics of e-serviceThe basics of e-service
The basics of e-serviceEric Reiss
 
10 elements of an entrepreneurs mindset
10 elements of an entrepreneurs mindset10 elements of an entrepreneurs mindset
10 elements of an entrepreneurs mindsetBraedyn Hamre Wyka
 
10 Things Every CEO Needs To Know About The Internet
10 Things Every CEO Needs To Know About The Internet10 Things Every CEO Needs To Know About The Internet
10 Things Every CEO Needs To Know About The InternetEric Reiss
 
Game of inches workbook
Game of inches workbookGame of inches workbook
Game of inches workbookGame of Inches
 
Demystifying Creativity: a handbook for left brainers.
Demystifying Creativity:  a handbook for left brainers.Demystifying Creativity:  a handbook for left brainers.
Demystifying Creativity: a handbook for left brainers.David Murphy
 
Sales training key account managers selling skills workshop
Sales training key account managers selling skills workshopSales training key account managers selling skills workshop
Sales training key account managers selling skills workshopMiodrag Kostic, CMC
 
The Future of Surveys Smartees Seminar
The Future of Surveys Smartees SeminarThe Future of Surveys Smartees Seminar
The Future of Surveys Smartees SeminarInSites on Stage
 
How to win on the customer experience battleground; where businesses are won ...
How to win on the customer experience battleground; where businesses are won ...How to win on the customer experience battleground; where businesses are won ...
How to win on the customer experience battleground; where businesses are won ...Noojee Contact Solutions
 
Vince Stanzione Millionaire Dropout Sildes From Biz Start Up Show London
Vince Stanzione Millionaire Dropout Sildes From Biz Start Up Show LondonVince Stanzione Millionaire Dropout Sildes From Biz Start Up Show London
Vince Stanzione Millionaire Dropout Sildes From Biz Start Up Show LondonVince Stanzione
 
£100 Start Up - Millionaire Dropout Slides from Business Start Up Show
£100 Start Up - Millionaire Dropout Slides from Business Start Up Show£100 Start Up - Millionaire Dropout Slides from Business Start Up Show
£100 Start Up - Millionaire Dropout Slides from Business Start Up ShowVince Stanzione
 
"How To Create Your First Six Figure Income In The Home Base Business Arena"
"How To Create Your First Six Figure Income In The Home Base Business Arena""How To Create Your First Six Figure Income In The Home Base Business Arena"
"How To Create Your First Six Figure Income In The Home Base Business Arena"Charles Booth
 
Vince Stanzione Business Start Up Show Slides 18th November
Vince Stanzione Business Start Up Show Slides 18th NovemberVince Stanzione Business Start Up Show Slides 18th November
Vince Stanzione Business Start Up Show Slides 18th NovemberVince Stanzione
 
Thrive at Drinkpreneur 2014
Thrive at Drinkpreneur 2014Thrive at Drinkpreneur 2014
Thrive at Drinkpreneur 2014Thrive_Unlimited
 

Ähnlich wie Innovation, Service, and Shared References (20)

10 things every CEO needs to know about UX
10 things every CEO needs to know about UX10 things every CEO needs to know about UX
10 things every CEO needs to know about UX
 
The basics of e-service
The basics of e-serviceThe basics of e-service
The basics of e-service
 
10 elements of an entrepreneurs mindset
10 elements of an entrepreneurs mindset10 elements of an entrepreneurs mindset
10 elements of an entrepreneurs mindset
 
10 Things Every CEO Needs To Know About The Internet
10 Things Every CEO Needs To Know About The Internet10 Things Every CEO Needs To Know About The Internet
10 Things Every CEO Needs To Know About The Internet
 
Game of inches workbook
Game of inches workbookGame of inches workbook
Game of inches workbook
 
Demystifying Creativity: a handbook for left brainers.
Demystifying Creativity:  a handbook for left brainers.Demystifying Creativity:  a handbook for left brainers.
Demystifying Creativity: a handbook for left brainers.
 
Sales training key account managers selling skills workshop
Sales training key account managers selling skills workshopSales training key account managers selling skills workshop
Sales training key account managers selling skills workshop
 
10 truths
10 truths10 truths
10 truths
 
10 truths
10 truths10 truths
10 truths
 
10 truths
10 truths10 truths
10 truths
 
10 truths
10 truths10 truths
10 truths
 
The Future of Surveys Smartees Seminar
The Future of Surveys Smartees SeminarThe Future of Surveys Smartees Seminar
The Future of Surveys Smartees Seminar
 
Sales
SalesSales
Sales
 
Business essentials retail enviroment
Business essentials retail enviromentBusiness essentials retail enviroment
Business essentials retail enviroment
 
How to win on the customer experience battleground; where businesses are won ...
How to win on the customer experience battleground; where businesses are won ...How to win on the customer experience battleground; where businesses are won ...
How to win on the customer experience battleground; where businesses are won ...
 
Vince Stanzione Millionaire Dropout Sildes From Biz Start Up Show London
Vince Stanzione Millionaire Dropout Sildes From Biz Start Up Show LondonVince Stanzione Millionaire Dropout Sildes From Biz Start Up Show London
Vince Stanzione Millionaire Dropout Sildes From Biz Start Up Show London
 
£100 Start Up - Millionaire Dropout Slides from Business Start Up Show
£100 Start Up - Millionaire Dropout Slides from Business Start Up Show£100 Start Up - Millionaire Dropout Slides from Business Start Up Show
£100 Start Up - Millionaire Dropout Slides from Business Start Up Show
 
"How To Create Your First Six Figure Income In The Home Base Business Arena"
"How To Create Your First Six Figure Income In The Home Base Business Arena""How To Create Your First Six Figure Income In The Home Base Business Arena"
"How To Create Your First Six Figure Income In The Home Base Business Arena"
 
Vince Stanzione Business Start Up Show Slides 18th November
Vince Stanzione Business Start Up Show Slides 18th NovemberVince Stanzione Business Start Up Show Slides 18th November
Vince Stanzione Business Start Up Show Slides 18th November
 
Thrive at Drinkpreneur 2014
Thrive at Drinkpreneur 2014Thrive at Drinkpreneur 2014
Thrive at Drinkpreneur 2014
 

Mehr von Eric Reiss

The Ethics of AI – dealing with difficult choices in a non-binary world
The Ethics of AI – dealing with difficult choices in a non-binary worldThe Ethics of AI – dealing with difficult choices in a non-binary world
The Ethics of AI – dealing with difficult choices in a non-binary worldEric Reiss
 
Shared references Dhaka, Bangladesh 2019
Shared references Dhaka, Bangladesh 2019Shared references Dhaka, Bangladesh 2019
Shared references Dhaka, Bangladesh 2019Eric Reiss
 
Ethics and ux ux sofia nov 2018
Ethics and ux ux sofia nov 2018Ethics and ux ux sofia nov 2018
Ethics and ux ux sofia nov 2018Eric Reiss
 
Ethics and UX IxDA Berlin 2018
Ethics and UX IxDA Berlin 2018Ethics and UX IxDA Berlin 2018
Ethics and UX IxDA Berlin 2018Eric Reiss
 
Copenhagen letter lightning talk at Techfestival 2018
Copenhagen letter lightning talk at Techfestival 2018Copenhagen letter lightning talk at Techfestival 2018
Copenhagen letter lightning talk at Techfestival 2018Eric Reiss
 
EthUX - ethics and ux
EthUX - ethics and uxEthUX - ethics and ux
EthUX - ethics and uxEric Reiss
 
Ethics and IA - seven deadly sins that prevent us from building a better world
Ethics and IA - seven deadly sins that prevent us from building a better worldEthics and IA - seven deadly sins that prevent us from building a better world
Ethics and IA - seven deadly sins that prevent us from building a better worldEric Reiss
 
10 war stories you (probably) won't see on Slideshare
10 war stories you (probably) won't see on Slideshare10 war stories you (probably) won't see on Slideshare
10 war stories you (probably) won't see on SlideshareEric Reiss
 
Product Camp Poland 2017
Product Camp Poland 2017Product Camp Poland 2017
Product Camp Poland 2017Eric Reiss
 
Ux strategy for st petersburg 2017 rud
Ux strategy for st petersburg 2017 rudUx strategy for st petersburg 2017 rud
Ux strategy for st petersburg 2017 rudEric Reiss
 
UX Strategy at CExp Forum, Bucharest 2017
UX Strategy at CExp Forum, Bucharest 2017UX Strategy at CExp Forum, Bucharest 2017
UX Strategy at CExp Forum, Bucharest 2017Eric Reiss
 
Ux strategy - the secret sauce that defines the pixie dust
Ux strategy - the secret sauce that defines the pixie dustUx strategy - the secret sauce that defines the pixie dust
Ux strategy - the secret sauce that defines the pixie dustEric Reiss
 
A bigger view of UX
A bigger view of UXA bigger view of UX
A bigger view of UXEric Reiss
 
Five UX myths - UXCE16, Berlin, Germany
Five UX myths - UXCE16, Berlin, GermanyFive UX myths - UXCE16, Berlin, Germany
Five UX myths - UXCE16, Berlin, GermanyEric Reiss
 
UX strategy at UX Sofia 2016
UX strategy at UX Sofia 2016UX strategy at UX Sofia 2016
UX strategy at UX Sofia 2016Eric Reiss
 
UX Strategy - the secret sauce that defines the pixie dust
UX Strategy - the secret sauce that defines the pixie dustUX Strategy - the secret sauce that defines the pixie dust
UX Strategy - the secret sauce that defines the pixie dustEric Reiss
 
Creative uses for a Bulgarian souvenir
Creative uses for a Bulgarian souvenirCreative uses for a Bulgarian souvenir
Creative uses for a Bulgarian souvenirEric Reiss
 
UX Strategy - the secret to long-term business success instead of one-shot wo...
UX Strategy - the secret to long-term business success instead of one-shot wo...UX Strategy - the secret to long-term business success instead of one-shot wo...
UX Strategy - the secret to long-term business success instead of one-shot wo...Eric Reiss
 
Experiencia de Usuario (UX) Una mirada panoramica
Experiencia de Usuario (UX)Una mirada panoramica Experiencia de Usuario (UX)Una mirada panoramica
Experiencia de Usuario (UX) Una mirada panoramica Eric Reiss
 
Five questions UX Camp Europe
Five questions UX Camp EuropeFive questions UX Camp Europe
Five questions UX Camp EuropeEric Reiss
 

Mehr von Eric Reiss (20)

The Ethics of AI – dealing with difficult choices in a non-binary world
The Ethics of AI – dealing with difficult choices in a non-binary worldThe Ethics of AI – dealing with difficult choices in a non-binary world
The Ethics of AI – dealing with difficult choices in a non-binary world
 
Shared references Dhaka, Bangladesh 2019
Shared references Dhaka, Bangladesh 2019Shared references Dhaka, Bangladesh 2019
Shared references Dhaka, Bangladesh 2019
 
Ethics and ux ux sofia nov 2018
Ethics and ux ux sofia nov 2018Ethics and ux ux sofia nov 2018
Ethics and ux ux sofia nov 2018
 
Ethics and UX IxDA Berlin 2018
Ethics and UX IxDA Berlin 2018Ethics and UX IxDA Berlin 2018
Ethics and UX IxDA Berlin 2018
 
Copenhagen letter lightning talk at Techfestival 2018
Copenhagen letter lightning talk at Techfestival 2018Copenhagen letter lightning talk at Techfestival 2018
Copenhagen letter lightning talk at Techfestival 2018
 
EthUX - ethics and ux
EthUX - ethics and uxEthUX - ethics and ux
EthUX - ethics and ux
 
Ethics and IA - seven deadly sins that prevent us from building a better world
Ethics and IA - seven deadly sins that prevent us from building a better worldEthics and IA - seven deadly sins that prevent us from building a better world
Ethics and IA - seven deadly sins that prevent us from building a better world
 
10 war stories you (probably) won't see on Slideshare
10 war stories you (probably) won't see on Slideshare10 war stories you (probably) won't see on Slideshare
10 war stories you (probably) won't see on Slideshare
 
Product Camp Poland 2017
Product Camp Poland 2017Product Camp Poland 2017
Product Camp Poland 2017
 
Ux strategy for st petersburg 2017 rud
Ux strategy for st petersburg 2017 rudUx strategy for st petersburg 2017 rud
Ux strategy for st petersburg 2017 rud
 
UX Strategy at CExp Forum, Bucharest 2017
UX Strategy at CExp Forum, Bucharest 2017UX Strategy at CExp Forum, Bucharest 2017
UX Strategy at CExp Forum, Bucharest 2017
 
Ux strategy - the secret sauce that defines the pixie dust
Ux strategy - the secret sauce that defines the pixie dustUx strategy - the secret sauce that defines the pixie dust
Ux strategy - the secret sauce that defines the pixie dust
 
A bigger view of UX
A bigger view of UXA bigger view of UX
A bigger view of UX
 
Five UX myths - UXCE16, Berlin, Germany
Five UX myths - UXCE16, Berlin, GermanyFive UX myths - UXCE16, Berlin, Germany
Five UX myths - UXCE16, Berlin, Germany
 
UX strategy at UX Sofia 2016
UX strategy at UX Sofia 2016UX strategy at UX Sofia 2016
UX strategy at UX Sofia 2016
 
UX Strategy - the secret sauce that defines the pixie dust
UX Strategy - the secret sauce that defines the pixie dustUX Strategy - the secret sauce that defines the pixie dust
UX Strategy - the secret sauce that defines the pixie dust
 
Creative uses for a Bulgarian souvenir
Creative uses for a Bulgarian souvenirCreative uses for a Bulgarian souvenir
Creative uses for a Bulgarian souvenir
 
UX Strategy - the secret to long-term business success instead of one-shot wo...
UX Strategy - the secret to long-term business success instead of one-shot wo...UX Strategy - the secret to long-term business success instead of one-shot wo...
UX Strategy - the secret to long-term business success instead of one-shot wo...
 
Experiencia de Usuario (UX) Una mirada panoramica
Experiencia de Usuario (UX)Una mirada panoramica Experiencia de Usuario (UX)Una mirada panoramica
Experiencia de Usuario (UX) Una mirada panoramica
 
Five questions UX Camp Europe
Five questions UX Camp EuropeFive questions UX Camp Europe
Five questions UX Camp Europe
 

Kürzlich hochgeladen

Lecture_6.pptx English speaking easyb to
Lecture_6.pptx English speaking easyb toLecture_6.pptx English speaking easyb to
Lecture_6.pptx English speaking easyb toumarfarooquejamali32
 
AMAZON SELLER VIRTUAL ASSISTANT PRODUCT RESEARCH .pdf
AMAZON SELLER VIRTUAL ASSISTANT PRODUCT RESEARCH .pdfAMAZON SELLER VIRTUAL ASSISTANT PRODUCT RESEARCH .pdf
AMAZON SELLER VIRTUAL ASSISTANT PRODUCT RESEARCH .pdfJohnCarloValencia4
 
A flour, rice and Suji company in Jhang.
A flour, rice and Suji company in Jhang.A flour, rice and Suji company in Jhang.
A flour, rice and Suji company in Jhang.mcshagufta46
 
Project Brief & Information Architecture Report
Project Brief & Information Architecture ReportProject Brief & Information Architecture Report
Project Brief & Information Architecture Reportamberjiles31
 
Cracking the ‘Business Process Outsourcing’ Code Main.pptx
Cracking the ‘Business Process Outsourcing’ Code Main.pptxCracking the ‘Business Process Outsourcing’ Code Main.pptx
Cracking the ‘Business Process Outsourcing’ Code Main.pptxWorkforce Group
 
BCE24 | Virtual Brand Ambassadors: Making Brands Personal - John Meulemans
BCE24 | Virtual Brand Ambassadors: Making Brands Personal - John MeulemansBCE24 | Virtual Brand Ambassadors: Making Brands Personal - John Meulemans
BCE24 | Virtual Brand Ambassadors: Making Brands Personal - John MeulemansBBPMedia1
 
Borderless Access - Global B2B Panel book-unlock 2024
Borderless Access - Global B2B Panel book-unlock 2024Borderless Access - Global B2B Panel book-unlock 2024
Borderless Access - Global B2B Panel book-unlock 2024Borderless Access
 
Team B Mind Map for Organizational Chg..
Team B Mind Map for Organizational Chg..Team B Mind Map for Organizational Chg..
Team B Mind Map for Organizational Chg..dlewis191
 
To Create Your Own Wig Online To Create Your Own Wig Online
To Create Your Own Wig Online  To Create Your Own Wig OnlineTo Create Your Own Wig Online  To Create Your Own Wig Online
To Create Your Own Wig Online To Create Your Own Wig Onlinelng ths
 
Mihir Menda - Member of Supervisory Board at RMZ
Mihir Menda - Member of Supervisory Board at RMZMihir Menda - Member of Supervisory Board at RMZ
Mihir Menda - Member of Supervisory Board at RMZKanakChauhan5
 
Fabric RFID Wristbands in Ireland for Events and Festivals
Fabric RFID Wristbands in Ireland for Events and FestivalsFabric RFID Wristbands in Ireland for Events and Festivals
Fabric RFID Wristbands in Ireland for Events and FestivalsWristbands Ireland
 
Slicing Work on Business Agility Meetup Berlin
Slicing Work on Business Agility Meetup BerlinSlicing Work on Business Agility Meetup Berlin
Slicing Work on Business Agility Meetup BerlinAnton Skornyakov
 
Boat Trailers Market PPT: Growth, Outlook, Demand, Keyplayer Analysis and Opp...
Boat Trailers Market PPT: Growth, Outlook, Demand, Keyplayer Analysis and Opp...Boat Trailers Market PPT: Growth, Outlook, Demand, Keyplayer Analysis and Opp...
Boat Trailers Market PPT: Growth, Outlook, Demand, Keyplayer Analysis and Opp...IMARC Group
 
Graham and Doddsville - Issue 1 - Winter 2006 (1).pdf
Graham and Doddsville - Issue 1 - Winter 2006 (1).pdfGraham and Doddsville - Issue 1 - Winter 2006 (1).pdf
Graham and Doddsville - Issue 1 - Winter 2006 (1).pdfAnhNguyen97152
 
PDT 88 - 4 million seed - Seed - Protecto.pdf
PDT 88 - 4 million seed - Seed - Protecto.pdfPDT 88 - 4 million seed - Seed - Protecto.pdf
PDT 88 - 4 million seed - Seed - Protecto.pdfHajeJanKamps
 
Harvard Business Review.pptx | Navigating Labor Unrest (March-April 2024)
Harvard Business Review.pptx | Navigating Labor Unrest (March-April 2024)Harvard Business Review.pptx | Navigating Labor Unrest (March-April 2024)
Harvard Business Review.pptx | Navigating Labor Unrest (March-April 2024)tazeenaila12
 
The End of Business as Usual: Rewire the Way You Work to Succeed in the Consu...
The End of Business as Usual: Rewire the Way You Work to Succeed in the Consu...The End of Business as Usual: Rewire the Way You Work to Succeed in the Consu...
The End of Business as Usual: Rewire the Way You Work to Succeed in the Consu...Brian Solis
 
IIBA® Melbourne - Navigating Business Analysis - Excellence for Career Growth...
IIBA® Melbourne - Navigating Business Analysis - Excellence for Career Growth...IIBA® Melbourne - Navigating Business Analysis - Excellence for Career Growth...
IIBA® Melbourne - Navigating Business Analysis - Excellence for Career Growth...AustraliaChapterIIBA
 
Anyhr.io | Presentation HR&Recruiting agency
Anyhr.io | Presentation HR&Recruiting agencyAnyhr.io | Presentation HR&Recruiting agency
Anyhr.io | Presentation HR&Recruiting agencyHanna Klim
 
TalentView Webinar: Empowering the Modern Workforce_ Redefininig Success from...
TalentView Webinar: Empowering the Modern Workforce_ Redefininig Success from...TalentView Webinar: Empowering the Modern Workforce_ Redefininig Success from...
TalentView Webinar: Empowering the Modern Workforce_ Redefininig Success from...TalentView
 

Kürzlich hochgeladen (20)

Lecture_6.pptx English speaking easyb to
Lecture_6.pptx English speaking easyb toLecture_6.pptx English speaking easyb to
Lecture_6.pptx English speaking easyb to
 
AMAZON SELLER VIRTUAL ASSISTANT PRODUCT RESEARCH .pdf
AMAZON SELLER VIRTUAL ASSISTANT PRODUCT RESEARCH .pdfAMAZON SELLER VIRTUAL ASSISTANT PRODUCT RESEARCH .pdf
AMAZON SELLER VIRTUAL ASSISTANT PRODUCT RESEARCH .pdf
 
A flour, rice and Suji company in Jhang.
A flour, rice and Suji company in Jhang.A flour, rice and Suji company in Jhang.
A flour, rice and Suji company in Jhang.
 
Project Brief & Information Architecture Report
Project Brief & Information Architecture ReportProject Brief & Information Architecture Report
Project Brief & Information Architecture Report
 
Cracking the ‘Business Process Outsourcing’ Code Main.pptx
Cracking the ‘Business Process Outsourcing’ Code Main.pptxCracking the ‘Business Process Outsourcing’ Code Main.pptx
Cracking the ‘Business Process Outsourcing’ Code Main.pptx
 
BCE24 | Virtual Brand Ambassadors: Making Brands Personal - John Meulemans
BCE24 | Virtual Brand Ambassadors: Making Brands Personal - John MeulemansBCE24 | Virtual Brand Ambassadors: Making Brands Personal - John Meulemans
BCE24 | Virtual Brand Ambassadors: Making Brands Personal - John Meulemans
 
Borderless Access - Global B2B Panel book-unlock 2024
Borderless Access - Global B2B Panel book-unlock 2024Borderless Access - Global B2B Panel book-unlock 2024
Borderless Access - Global B2B Panel book-unlock 2024
 
Team B Mind Map for Organizational Chg..
Team B Mind Map for Organizational Chg..Team B Mind Map for Organizational Chg..
Team B Mind Map for Organizational Chg..
 
To Create Your Own Wig Online To Create Your Own Wig Online
To Create Your Own Wig Online  To Create Your Own Wig OnlineTo Create Your Own Wig Online  To Create Your Own Wig Online
To Create Your Own Wig Online To Create Your Own Wig Online
 
Mihir Menda - Member of Supervisory Board at RMZ
Mihir Menda - Member of Supervisory Board at RMZMihir Menda - Member of Supervisory Board at RMZ
Mihir Menda - Member of Supervisory Board at RMZ
 
Fabric RFID Wristbands in Ireland for Events and Festivals
Fabric RFID Wristbands in Ireland for Events and FestivalsFabric RFID Wristbands in Ireland for Events and Festivals
Fabric RFID Wristbands in Ireland for Events and Festivals
 
Slicing Work on Business Agility Meetup Berlin
Slicing Work on Business Agility Meetup BerlinSlicing Work on Business Agility Meetup Berlin
Slicing Work on Business Agility Meetup Berlin
 
Boat Trailers Market PPT: Growth, Outlook, Demand, Keyplayer Analysis and Opp...
Boat Trailers Market PPT: Growth, Outlook, Demand, Keyplayer Analysis and Opp...Boat Trailers Market PPT: Growth, Outlook, Demand, Keyplayer Analysis and Opp...
Boat Trailers Market PPT: Growth, Outlook, Demand, Keyplayer Analysis and Opp...
 
Graham and Doddsville - Issue 1 - Winter 2006 (1).pdf
Graham and Doddsville - Issue 1 - Winter 2006 (1).pdfGraham and Doddsville - Issue 1 - Winter 2006 (1).pdf
Graham and Doddsville - Issue 1 - Winter 2006 (1).pdf
 
PDT 88 - 4 million seed - Seed - Protecto.pdf
PDT 88 - 4 million seed - Seed - Protecto.pdfPDT 88 - 4 million seed - Seed - Protecto.pdf
PDT 88 - 4 million seed - Seed - Protecto.pdf
 
Harvard Business Review.pptx | Navigating Labor Unrest (March-April 2024)
Harvard Business Review.pptx | Navigating Labor Unrest (March-April 2024)Harvard Business Review.pptx | Navigating Labor Unrest (March-April 2024)
Harvard Business Review.pptx | Navigating Labor Unrest (March-April 2024)
 
The End of Business as Usual: Rewire the Way You Work to Succeed in the Consu...
The End of Business as Usual: Rewire the Way You Work to Succeed in the Consu...The End of Business as Usual: Rewire the Way You Work to Succeed in the Consu...
The End of Business as Usual: Rewire the Way You Work to Succeed in the Consu...
 
IIBA® Melbourne - Navigating Business Analysis - Excellence for Career Growth...
IIBA® Melbourne - Navigating Business Analysis - Excellence for Career Growth...IIBA® Melbourne - Navigating Business Analysis - Excellence for Career Growth...
IIBA® Melbourne - Navigating Business Analysis - Excellence for Career Growth...
 
Anyhr.io | Presentation HR&Recruiting agency
Anyhr.io | Presentation HR&Recruiting agencyAnyhr.io | Presentation HR&Recruiting agency
Anyhr.io | Presentation HR&Recruiting agency
 
TalentView Webinar: Empowering the Modern Workforce_ Redefininig Success from...
TalentView Webinar: Empowering the Modern Workforce_ Redefininig Success from...TalentView Webinar: Empowering the Modern Workforce_ Redefininig Success from...
TalentView Webinar: Empowering the Modern Workforce_ Redefininig Success from...
 

Innovation, Service, and Shared References

  • 1. From content to money (and other good stuff in between) Eric Reiss @elreiss ICMA April 28, 2011 Nice, France
  • 4. Tuesday Sunday The Highland Park Flyer Total costs - $200 Sale price - $800
  • 5. Two key lessons People buy via media that provide easy overview and good information People sell via media that provide broad exposure and proven results
  • 6. Three questions to kick things off...
  • 7. Question #1 Are you alone in your market?
  • 8. Fact of life #1 The more crowded your market, the more your quality of service will differentiate your application.
  • 9. Question #2 Are you encouraging your visitors to come back?
  • 10. Fact of life #2 Without repeat business, your venture will ultimately fail due to the law of diminishing returns.
  • 11. Question #3 Are you letting your business model get in the way of good user experience?
  • 12. Fact of life #3 Achieving your business goals depends 100% on your ability to meet the needs of those who use your online application.
  • 13. Today’s topics Defining innovation Improving service Building shared references
  • 14. in·no·va·tion noun 1 : the introduction of something new 2 : a new idea, method, or device
  • 15. best prac·tice noun 1 : best way of doing a thing 2 : a tested idea, method, or device
  • 16. Three bad reasons to innovate To differentiate your product/service To be “original” To satisfy your ego
  • 26. There is only one reason to innovate… to solve a problem!
  • 27. Law of Innovation #1 If an innovation does not solve a problem, it will create one.
  • 28. Law of Innovation #2 Problems do not exist in isolation. Solutions often have unintended consequences.
  • 29. People Technologies Processes
  • 30. Law of Innovation #3 Invention may be accidental. Innovation is always planned.
  • 31. Innovation Lifecycle Best practice Innovation Fashion Best practice Progress Innovation Habit Invention Old-fashioned Time
  • 38. Happily, on the internet, concept is not about form but about function
  • 39. What are the warning signs of fad and fashion?
  • 40. Watch out if... Your solution is only being used in your local market Your solution is only being used by a single branch or industry Your solution looks like something you also did last week
  • 41. Today’s topics Defining innovation Improving service Building shared references
  • 42. Let’s start with a definition ...
  • 43. “Customer service is a series of activities designed to enhance the level of customer satisfaction – the feeling that a product or service has met expectations.” Turban and King, 2002
  • 44. Dissatisfied Satisfied “Customer service is a series of activities designed to enhance the level of customer satisfaction – the feeling that a product or service has met expectations.” Did not meet met Exceeded
  • 46. “We have an 83% customer satisfaction rating!”
  • 47. So, is this relevant for website owners? Your competitors are only a click away!
  • 48. Let’s start with the basics...
  • 54. Scary service fact #1 There is no such thing as “online-conversion” without a form that works.
  • 55. “Oops! Your business model is showing...”
  • 61. Scary service fact #2 No one objects that you are in business to make money – until your goals get in the way of their goals.
  • 63. Scary service fact #3 Unhappy customers are dangerous.
  • 66. 10 things customers will tell you 1. Don’t tell me how great you are. BE great! 2. Go the extra mile. 3. Don’t get in my way when I’m trying to shop. 4. If I know what I’m looking for, help me find it. 5. If I have questions, I want straight answers, not a salestalk. 6. Tell me if you’re going off to look for my size. Don’t just turn and leave. 7. If you expect me to buy something, tell me what it costs 8. Are your own affairs so important that you feel justified in ignoring me? 9. Don’t make me feel stupid. 10. If you make a mistake, admit it. Sources: Paco Underhill, Eric Reiss
  • 76. 10 things customers will tell you 1. Don’t tell me how great you are. BE great! 2. Go the extra mile. 3. Don’t get in my way when I’m trying to shop. 4. If I know what I’m looking for, help me find it. 5. If I have questions, I want straight answers, not a salestalk. 6. Tell me if you’re going off to look for my size. Don’t just turn and leave. 7. If you expect me to buy something, tell me what it costs 8. Are your own affairs so important that you feel justified in ignoring me? 9. Don’t make me feel stupid. 10. If you make a mistake, admit it.
  • 78. 10 things customers will tell you 1. Don’t tell me how great you are. BE great! 2. Go the extra mile. 3. Don’t get in my way when I’m trying to shop. 4. If I know what I’m looking for, help me find it. 5. If I have questions, I want straight answers, not a salestalk. 6. Tell me if you’re going off to look for my size. Don’t just turn and leave. 7. If you expect me to buy something, tell me what it costs 8. Are your own affairs so important that you feel justified in ignoring me? 9. Don’t make me feel stupid. 10. If you make a mistake, admit it.
  • 82. 10 things customers will tell you 1. Don’t tell me how great you are. BE great! 2. Go the extra mile. 3. Don’t get in my way when I’m trying to shop. 4. If I know what I’m looking for, help me find it. 5. If I have questions, I want straight answers, not a salestalk. 6. Tell me if you’re going off to look for my size. Don’t just turn and leave. 7. If you expect me to buy something, tell me what it costs 8. Are your own affairs so important that you feel justified in ignoring me? 9. Don’t make me feel stupid. 10. If you make a mistake, admit it.
  • 84. 10 things customers will tell you 1. Don’t tell me how great you are. BE great! 2. Go the extra mile. 3. Don’t get in my way when I’m trying to shop. 4. If I know what I’m looking for, help me find it. 5. If I have questions, I want straight answers, not a salestalk. 6. Tell me if you’re going off to look for my size. Don’t just turn and leave. 7. If you expect me to buy something, tell me what it costs 8. Are your own affairs so important that you feel justified in ignoring me? 9. Don’t make me feel stupid. 10. If you make a mistake, admit it.
  • 89. 10 things customers will tell you 1. Don’t tell me how great you are. BE great! 2. Go the extra mile. 3. Don’t get in my way when I’m trying to shop. 4. If I know what I’m looking for, help me find it. 5. If I have questions, I want straight answers, not a salestalk. 6. Tell me if you’re going off to look for my size. Don’t just turn and leave. 7. If you expect me to buy something, tell me what it costs 8. Are your own affairs so important that you feel justified in ignoring me? 9. Don’t make me feel stupid. 10. If you make a mistake, admit it.
  • 97. Scary service fact #3 People are people. Online and offline. So the next time you experience bad service somewhere, go and check that your site isn’t making the same mistake.
  • 98. There are only three basic types of service
  • 100. Help “Beam me up, Scotty.”
  • 101. I need you to help me... do something understand something avoid the horrible “Browser Monster”
  • 102. I won’t tell you that I need you to... make my life easier stroke my ego make me feel wanted
  • 104. Ooh! You just gave me... a useful contextual link a happy surprise an unexpected benefit a better experience
  • 105. Fix “The doggone printer ate my homework!”
  • 106. Please... sort out my problem keep it simple don’t waste my time keep me out of trouble
  • 107. Today’s topics Defining innovation Improving service Building shared references
  • 108. And what are you looking for in a shoe?
  • 114. What’s in our shared-reference toolkit? Words
  • 115. “Ads must be limited to 25 words.”
  • 116. Old Hawaiian Hula Dancer Girl Motion Lamp All original and signed Dodge Inc on the base. Shade is original also but needs some repair or restoration. The hula girl is in wonderful condition with a fabulous patina. There is a little loss to the bronze finish at her right shoulder. No chips, cracks, repairs or scratches. Hula mechanics work excellent -- strong and quiet. Light works also. The only damage I have to report is the switch is bent some but still works -- I don't want to try to straighten it and risk breaking it. There are 4 settings--off, hula only, lamp only and lamp and hula. Wiring looks good. Base is 7 1/4" diameter. Lamp is 18" tall to top of the socket, 21 1/2" tall with shade attached. This is the very first hula girl motion lamp -- she has a lei around her neck and around each ankle. She looks to be made of bronze but I don't think so. Circa 1940's. What looks like spotting on the base is magnified dust particles from rubbing my finger on her skirt to straighten it out -- my camera really shows them up for some reason.
  • 117. Scary content fact #1 Longer text outperforms short text by 40.5% • Long-copy ROI = +21% • Short-copy ROI = -14% Source: Marketingexperiments.com
  • 122. Scary content fact #2 Adding more content is not a solution. Ensuring better content is.
  • 124. Scary content fact #3 Content is king. But context is the kingdom.
  • 125. http://www.cdnow.com “Words” Words
  • 126. The magic of context It differentiates your products It differentiates your company It provides a service It facilitates upselling
  • 130. Scary content fact #4 Your ability to handle context issues will become one of the key differentiating factors that sets your site apart from the crowd.
  • 131. So… Solve real problems Don’t use “innovation” as a buzzword. Create stronger services For your end users. They are the folks who matter. Build better shared references Because this is the secret to e-commerce success. Use context as a competitive weapon Before someone else beats you to it.
  • 132. Eric Reiss can (usually) be found at: The FatDUX Group ApS Strandøre 15 2100 Copenhagen Denmark Office: (+45) 39 29 67 77 Mobil: (+45) 20 12 88 44 Twitter: @elreiss info@fatdux.com www.fatdux.com