Change or Get Changed, Consumers Decide How to Interact With Your Brand.
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Consumers have never been stronger in history. Social media created e-WOM or electronic word of mouth. They decide how and when to interact with your brand. This presentation addresses the inevitability of change which will result in continuous IT transformation.
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Change or Get Changed, Consumers Decide How to Interact With Your Brand.
- 1. LOGO LOGO Coming to a Data center near you ! Ashraf.osman@sandpiperdata.com
- 2. LOGO LOGO Ashraf.osman@sandpiprdata.com http://ashraf-osman.com Time for Change! By: Ashraf Osman VP, EMEA Sandpiper data Systems www.sandpiperdata.com
- 3. http://ashraf-osman.com • Change is the only constant • Change is inevitable • Change for the better is a full time job Definition of Change
- 4. No Pain No Change • Humans are lazy by nature • No one says: “What a great day for a root canal” • Triggering events cause pain • Pain drives the need for change • Change starts the “action” Author: Ashraf Osman
- 5. Pains & Triggering Events: Pain • Revenue/profit loss. • loss of accounts & customers • New products not meeting expectations • Slow response time • Uncollected revenue • Unfavorable “KPI” • Customer satisfaction Triggering events: • Annual report • Complaints • Analyst report • Long queues • New management • Mergers & acquisitions • Returned goods • Bad press Author: Ashraf Osman
- 6. The pain cycle Author: Ashraf Osman
- 7. Sources of pressure • Competition • Media • Management & shareholders • Cost reduction (deliver more with less cost) • Consumer changing wants & needs http://ashraf-osman.com
- 8. IT evolution 1946 – 1960’s http://ashraf-osman.com
- 10. Name the data center? http://ashraf-osman.com
- 11. With change comes opportunity!
- 12. Do you know what you competitor is up to ? http://ashraf-osman.com
- 15. How does this affect you? http://ashraf-osman.com • Consumer is king: – Consumers are technologically rich – They want to be treated as persons – Customized services (social networks – “customerization”) – Changing wants and needs – No time to interact with your brand – They choose when, where and how they get information and make financial decisions – “Convenience to interact” is a new variable – Customers are loyal to experience not to companies
- 16. This is what the consumer wants
- 17. How does this affect you http://ashraf-osman.com • Current technology and architecture are not the best there is • Regulations impact business models • Delivery channels evolve • Security concerns are growing
- 21. http://ashraf-osman.com Phases of change + Hype
- 22. Time is of the essence! http://ashraf-osman.com
- 25. From WOM to e-WOM - Created and delivered by trusty sources of information - WOM is for opinion seeking, opinion giving and opinion passing - Contacts, acquaintances, followers, friends http://ashraf-osman.com
- 26. Social media effect on buying behavior http://ashraf-osman.com Number, availability, geography. etc. Anytime, personalized, all over.
- 27. Conclusion • Consumer is KING • Change is inevitable • Your ability to anticipate and adapt to change defines your competitive edge • It is easier to perform “managed change” • Offer your customers personalized interaction across multiple channels http://ashraf-osman.com
- 28. Final word • Change drives IT transformation. • Your infrastructure should be: – Pooled – Flexible – Adaptable – Expandable – Metered • Reach out for expert advice before you take the plunge • Be ready when the next wave of change hits you http://ashraf-osman.com
Editor's Notes
- There are many quotes on the word “change” , some of them are : change is the only constant, change is inevitable and change for the better is a full time job . The fact remains that change will always happen, whether managed or unmanaged. The difference between both is the time elapsed between embracing change when it happens or being on reading into what goes on around and be ready for the change even before it happens.
- Why does change happen