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UNDERSTAND TODAY. SHAPE TOMORROW.
HOW DEMAND & SUPPLY ARE
BECOMING REAL TIME EVENTS
the latest instalment of our: Near Fut...
ABOUT.
INTRODUCTION
UNDERSTAND TODAY. SHAPE TOMORROW. 2
UNDERSTAND TODAY. SHAPE TOMORROW.
Discover Define Develop Deliver
A...
UNDERSTAND TODAY. SHAPE TOMORROW.
INTRO-
DUCTION.
Services that create customer value today are services that easily
adjus...
UNDERSTAND TODAY. SHAPE TOMORROW. 4
ON-DEMAND ECONOMY DEFINITION
The On-Demand Economy is defined as the economic activity ...
UNDERSTAND TODAY. SHAPE TOMORROW. 5
ON-DEMAND ECONOMY ALTERNATIVE DEFINITION
INTRODUCTIONLHBS //THE NEAR FUTURE OF THE ON-...
CONTENT.
UNDERSTAND TODAY. SHAPE TOMORROW.
ON DEMAND
BRANDS
ON DEMAND
HOW TO
ON DEMAND
CONSUMERS
CONTENT
6
LHBS //THE NEAR...
CHAPTER ONE
UNDERSTAND TODAY. SHAPE TOMORROW. 7
ON DEMAND CONSUMERS
LHBS //THE NEAR FUTURE OF THE ON-DEMAND ECONOMY
UNDERSTAND TODAY. SHAPE TOMORROW. 8
ON
DEMAND
TRENDS
In the not too distant past, consumer demand was paced by the
speed a...
UNDERSTAND TODAY. SHAPE TOMORROW. 9UNDERSTAND TODAY. SHAPE TOMORROW.Source: HBR
ON DEMAND CONSUMERS
Today, you can summon ...
UNDERSTAND TODAY. SHAPE TOMORROW. 10UNDERSTAND TODAY. SHAPE TOMORROW.Source: HBR
$57,600,000,000on on-demand consumption i...
UNDERSTAND TODAY. SHAPE TOMORROW. 11UNDERSTAND TODAY. SHAPE TOMORROW.Source: HBR
6%
14%
9%
10%
61%
online market places
tr...
UNDERSTAND TODAY. SHAPE TOMORROW. 12UNDERSTAND TODAY. SHAPE TOMORROW.Source: CEPS
will be spent globally by people for on-...
UNDERSTAND TODAY. SHAPE TOMORROW. 13UNDERSTAND TODAY. SHAPE TOMORROW.Source: CEPS
“The internet makes human desires more e...
UNDERSTAND TODAY. SHAPE TOMORROW. 14UNDERSTAND TODAY. SHAPE TOMORROW.Source: CEPS
Key benefits that attract on-demand consu...
UNDERSTAND TODAY. SHAPE TOMORROW. 15UNDERSTAND TODAY. SHAPE TOMORROW.Source: HBR
Key characteristics of on-demand consumer...
UNDERSTAND TODAY. SHAPE TOMORROW. 16UNDERSTAND TODAY. SHAPE TOMORROW.Source: INSTINCTIF
SHIFTING EXPECTATIONS
Consumers wi...
UNDERSTAND TODAY. SHAPE TOMORROW. 17UNDERSTAND TODAY. SHAPE TOMORROW.Source: NEXTJUGGERNAUT
GROWING SERVICE CATEGORIES
Whi...
UNDERSTAND TODAY. SHAPE TOMORROW. 18UNDERSTAND TODAY. SHAPE TOMORROW.Source: INSTINCTIF
CONCLUSION
While many thought lead...
CHAPTER TWO
UNDERSTAND TODAY. SHAPE TOMORROW. 19
ON DEMAND BRANDS
LHBS //THE NEAR FUTURE OF THE ON-DEMAND ECONOMY
UNDERSTAND TODAY. SHAPE TOMORROW. 20
ON
DEMAND
BRANDS
When it comes to the best practices and perhaps the catalysts of
the...
UNDERSTAND TODAY. SHAPE TOMORROW.Source:
Classic Disrupters
Entertainment
! Explore sign
Netflix is the standard of on dema...
UNDERSTAND TODAY. SHAPE TOMORROW. 22
ON DEMAND BRANDS
A New Spin Flower Delivery
Flower delivery startup BloomThat used to...
UNDERSTAND TODAY. SHAPE TOMORROW. 23
ON DEMAND BRANDS
Parking Reimagined
Luxe is offering on-demand valet parking, reducin...
UNDERSTAND TODAY. SHAPE TOMORROW. 24
Dog Walking Goes Digital
ON DEMAND BRANDS
Wag! makes dog ownership easier by connecti...
UNDERSTAND TODAY. SHAPE TOMORROW. 25
Chores No More
ON DEMAND BRANDS
Alfred is an automatic, hands-off personal butler ser...
UNDERSTAND TODAY. SHAPE TOMORROW. 26
Delivery Goes High End
ON DEMAND BRANDS
Henchman promises to deliver items from any s...
UNDERSTAND TODAY. SHAPE TOMORROW. 27
Glamour on Demand
ON DEMAND BRANDS
Glamsquad is an on-demand beauty company that come...
UNDERSTAND TODAY. SHAPE TOMORROW. 28
Immediacy for Health Care
ON DEMAND BRANDS
Doctor On Demand provides fast, easy and c...
UNDERSTAND TODAY. SHAPE TOMORROW. 29
Pizza in the On Demand Economy
ON DEMAND BRANDS
How did Domino’s Become the Favorite ...
UNDERSTAND TODAY. SHAPE TOMORROW. 30UNDERSTAND TODAY. SHAPE TOMORROW.Source: INSTINCTIF
CONCLUSION
Businesses like Netflix,...
CHAPTER THREE
UNDERSTAND TODAY. SHAPE TOMORROW. 31
ON DEMAND HOW TO
LHBS //THE NEAR FUTURE OF THE ON-DEMAND ECONOMY
UNDERSTAND TODAY. SHAPE TOMORROW. 32
ON
DEMAND
HOW TO
ON DEMAND HOW TO
Many brands realize that the on-demand economy is b...
UNDERSTAND TODAY. SHAPE TOMORROW. 33
NOT EVERY SERVICE CAN FOLLOW THE
UBER MODEL
CAUTION
ON DEMAND HOW TO
It’s easier to h...
UNDERSTAND TODAY. SHAPE TOMORROW. 34
THAT BEING SAID
ON DEMAND HOW TO
Rather than viewing the rise of on-demand as a threa...
UNDERSTAND TODAY. SHAPE TOMORROW. 35
REMEMBER
ON DEMAND HOW TO
Your customers do not compare their experience with you aga...
UNDERSTAND TODAY. SHAPE TOMORROW. 36
So, how can companies best design, build
and leverage competitive, relevant and
impac...
UNDERSTAND TODAY. SHAPE TOMORROW. 37UNDERSTAND TODAY. SHAPE TOMORROW.Source: NEXTJUGGERNAUT
ON DEMAND HOW RO
UNDERSTAND AN...
UNDERSTAND TODAY. SHAPE TOMORROW. 38UNDERSTAND TODAY. SHAPE TOMORROW.Source: NEXTJUGGERNAUT
ON DEMAND HOW RO
BENCHMARK THE...
UNDERSTAND TODAY. SHAPE TOMORROW. 39UNDERSTAND TODAY. SHAPE TOMORROW.Source: NEXTJUGGERNAUT
ON DEMAND HOW RO
IDENTIFY PAIN...
UNDERSTAND TODAY. SHAPE TOMORROW. 40UNDERSTAND TODAY. SHAPE TOMORROW.Source: NEXTJUGGERNAUT
ON DEMAND HOW RO
DEFINE OPPORT...
UNDERSTAND TODAY. SHAPE TOMORROW. 41UNDERSTAND TODAY. SHAPE TOMORROW.
LEARN MORE
ABOUT AGILE
INNOVATION HERE
ON DEMAND HOW...
UNDERSTAND TODAY. SHAPE TOMORROW. 42UNDERSTAND TODAY. SHAPE TOMORROW.Source: NEXTJUGGERNAUT
ON DEMAND HOW RO
PLAN TO BE OR...
UNDERSTAND TODAY. SHAPE TOMORROW. 43UNDERSTAND TODAY. SHAPE TOMORROW.Source: NEXTJUGGERNAUT
ON DEMAND HOW RO
IMPLEMENT ON-...
UNDERSTAND TODAY. SHAPE TOMORROW. 44UNDERSTAND TODAY. SHAPE TOMORROW.Source: INSTINCTIF
CONCLUSION
ON DEMAND HOW TO
“The m...
Die in dieser Präsentation dokumentierten Gedanken und Vorschläge sind geistiges Eigentum der 

LHBS Consulting Berlin Gmb...
UNDERSTAND TODAY. SHAPE TOMORROW.
Discover
ABOUT
LHBS. Define Develop Deliver
We are an unconventional strategy firm that he...
LHBS Put the Title of the Report here
HUB.
UNDERSTAND TODAY. SHAPE TOMORROW.
This case study has been created with the hel...
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The On-Demand Economy: How Demand & Supply Are Becoming Real Time Events

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Services that create customer value today are services that easily adjust to customers rather than the other way around. On Demand does not have to live within the sole realm of ‘start ups’. After all, what defines an on-demand company in an era when technology and better customer service are a focus for every forward-thinking business?

Despite the doomsaying, “on demand” is not going away. What is really dying is “on demand” as a category. It’s not unlike what happened with the “Internet economy” of the late 1990s. All those celebrated “Internet startups”? We have a word for them today: Businesses.

Veröffentlicht in: Business

The On-Demand Economy: How Demand & Supply Are Becoming Real Time Events

  1. 1. UNDERSTAND TODAY. SHAPE TOMORROW. HOW DEMAND & SUPPLY ARE BECOMING REAL TIME EVENTS the latest instalment of our: Near Future Of Series THE ON-DEMAND ECONOMY LHBS //THE NEAR FUTURE OF THE ON-DEMAND ECONOMY
  2. 2. ABOUT. INTRODUCTION UNDERSTAND TODAY. SHAPE TOMORROW. 2 UNDERSTAND TODAY. SHAPE TOMORROW. Discover Define Develop Deliver At LHBS, we are curious about the brand opportunities that lie at the crossroads of emerging consumer needs, enabling technology and market dynamics. What we learn, we like to share. That’s why we’ve created the Near Future Series of inspiration and insights reports designed to highlight what is happening today and how it can shape tomorrow for brands and business. This issue is on The Near Future of the ‘On Demand’ Economy. We hope you enjoy this deck and are able to be inspired by it in your innovation process. This report is powered by signs from the LHBS Inspiration-Hub that systematically tracks changes in culture, markets and technology, and it shows how these signs collectively point to a bigger story. LHBS is a strategy & innovation firm with offices in Berlin and Copenhagen. We help legacy organizations become more customer centric and agile. ! http://www.lhbs.com INTRODUCTIONLHBS //THE NEAR FUTURE OF THE ON-DEMAND ECONOMY
  3. 3. UNDERSTAND TODAY. SHAPE TOMORROW. INTRO- DUCTION. Services that create customer value today are services that easily adjust to customers rather than the other way around. On Demand does not have to live within the sole realm of ‘start ups’. After all, what defines an on-demand company in an era when technology and better customer service are a focus for every forward-thinking business? Despite the doomsaying, “on demand” is not going away. What is really dying is “on demand” as a category. It’s not unlike what happened with the “Internet economy” of the late 1990s. All those celebrated “Internet startups”? We have a word for them today: Businesses. FROM BY APPOINTMENT TO ON DEMAND The On-Demand Economy is not going anywhere. Consumer desires, enabling technology and innovative business models have created new services, new customer value and have shifted the benchmark of what convenience means. Joanna Bakas Managing Partner at LHBS lhbs.com | ts@lhbs.com INTRODUCTION 3 LHBS //THE NEAR FUTURE OF THE ON-DEMAND ECONOMY
  4. 4. UNDERSTAND TODAY. SHAPE TOMORROW. 4 ON-DEMAND ECONOMY DEFINITION The On-Demand Economy is defined as the economic activity created by digital marketplaces that fulfill consumer demand via immediate access to and convenient provisioning of goods and services. INTRODUCTIONLHBS //THE NEAR FUTURE OF THE ON-DEMAND ECONOMY
  5. 5. UNDERSTAND TODAY. SHAPE TOMORROW. 5 ON-DEMAND ECONOMY ALTERNATIVE DEFINITION INTRODUCTIONLHBS //THE NEAR FUTURE OF THE ON-DEMAND ECONOMY
  6. 6. CONTENT. UNDERSTAND TODAY. SHAPE TOMORROW. ON DEMAND BRANDS ON DEMAND HOW TO ON DEMAND CONSUMERS CONTENT 6 LHBS //THE NEAR FUTURE OF THE ON-DEMAND ECONOMY
  7. 7. CHAPTER ONE UNDERSTAND TODAY. SHAPE TOMORROW. 7 ON DEMAND CONSUMERS LHBS //THE NEAR FUTURE OF THE ON-DEMAND ECONOMY
  8. 8. UNDERSTAND TODAY. SHAPE TOMORROW. 8 ON DEMAND TRENDS In the not too distant past, consumer demand was paced by the speed and flow of supply. Content was ‘by appointment’. Viewers were invited to make time and adjust their schedules to watch the newest episode of their favorite program. Customers of banks and shops were limited to making financial and other transactions only during opening hours of branches and shops. People waited in lines. Today, technology has enabled and empowered consumers to get what they want, where they want, in real time. ON DEMAND CONSUMERSLHBS //THE NEAR FUTURE OF THE ON-DEMAND ECONOMY
  9. 9. UNDERSTAND TODAY. SHAPE TOMORROW. 9UNDERSTAND TODAY. SHAPE TOMORROW.Source: HBR ON DEMAND CONSUMERS Today, you can summon your own personal chauffeur, butler, chef, florist, bartender, or fashion consultant via the tap of an app LHBS //THE NEAR FUTURE OF THE ON-DEMAND ECONOMY
  10. 10. UNDERSTAND TODAY. SHAPE TOMORROW. 10UNDERSTAND TODAY. SHAPE TOMORROW.Source: HBR $57,600,000,000on on-demand consumption in the US 24,000,000 consumers are spending ON DEMAND CONSUMERSLHBS //THE NEAR FUTURE OF THE ON-DEMAND ECONOMY
  11. 11. UNDERSTAND TODAY. SHAPE TOMORROW. 11UNDERSTAND TODAY. SHAPE TOMORROW.Source: HBR 6% 14% 9% 10% 61% online market places transporation food and grocery delivery other services all other categories Source: HBR What consumers spend on annually in the US ON DEMAND CONSUMERSLHBS //THE NEAR FUTURE OF THE ON-DEMAND ECONOMY
  12. 12. UNDERSTAND TODAY. SHAPE TOMORROW. 12UNDERSTAND TODAY. SHAPE TOMORROW.Source: CEPS will be spent globally by people for on-demand transport, entertainment, finance, travel and staffing by 2025 according to PWC $325 billion ON DEMAND CONSUMERSLHBS //THE NEAR FUTURE OF THE ON-DEMAND ECONOMY
  13. 13. UNDERSTAND TODAY. SHAPE TOMORROW. 13UNDERSTAND TODAY. SHAPE TOMORROW.Source: CEPS “The internet makes human desires more easily attainable. In other words, it offers convenience. Convenience on the internet is basically achieved by two things: speed, and cognitive ease. If you study what the really big things on the internet are, you realize they are masters at making things fast and not making people think.” — Ev Williams, Twitter co-founder ON DEMAND CONSUMERSLHBS //THE NEAR FUTURE OF THE ON-DEMAND ECONOMY
  14. 14. UNDERSTAND TODAY. SHAPE TOMORROW. 14UNDERSTAND TODAY. SHAPE TOMORROW.Source: CEPS Key benefits that attract on-demand consumers instant gratification efficiency convenience easier life ON DEMAND CONSUMERSLHBS //THE NEAR FUTURE OF THE ON-DEMAND ECONOMY
  15. 15. UNDERSTAND TODAY. SHAPE TOMORROW. 15UNDERSTAND TODAY. SHAPE TOMORROW.Source: HBR Key characteristics of on-demand consumers when it comes to adoption of technology for new benefits ON DEMAND CONSUMERS PIONEERSEXPLORERS HESITATERS SCEPTICS AVOIDERS are the most innovative and optimistic about technology and are early adopters have a love/hate relationship with technology are optimistic about technology but are a little uncomfortable and scared lack passion about technology laggards who see no benefit to technology 41% 29% 16% 10% 4% LHBS //THE NEAR FUTURE OF THE ON-DEMAND ECONOMY
  16. 16. UNDERSTAND TODAY. SHAPE TOMORROW. 16UNDERSTAND TODAY. SHAPE TOMORROW.Source: INSTINCTIF SHIFTING EXPECTATIONS Consumers will increasingly expect businesses to be ‘always available’ and adapt to changes – so they don’t have to. Consumers will be more willing to help and ‘do their part’ – they understand the value equation and their role within it. Consumers are seeking and increasingly willing to pay for ‘hyper- convenience’. Consumers will become more used to having their voice heard – and responded to – quickly. Consumers will be seeking seamless services and experiences, and expecting brands to collaborate to provide these. -1- -5--2- -3- -4- ON DEMAND CONSUMERSLHBS //THE NEAR FUTURE OF THE ON-DEMAND ECONOMY
  17. 17. UNDERSTAND TODAY. SHAPE TOMORROW. 17UNDERSTAND TODAY. SHAPE TOMORROW.Source: NEXTJUGGERNAUT GROWING SERVICE CATEGORIES While the established benchmarks are solidly rooted in Ground Transportation, Food Delivery and Content, the following categories are taking off and provide a ripe collection of potential opportunities for businesses wanting to capitalize on this growing customer expectation. BEAUTY ex: B2B ex: LIFESTYLE MANAGEMENT ex: HEALTHCARE ex: LOGISTICS ex: • Hire your own stylists to serve your clients at their doorstep • Aggregate freelance stylists and help clients book a stylist of their choice • Outsourcing personal errands • Child care • Home care services • Temporary staffing • Corporate events • Corporate travel • Doctor visits patient at his location • Patient consults doctor through audio / video channels • On demand ambulance service • On demand nurse • Local goods deliveries with crowdsourced workers • Outstation cargo deliveries by hiring drivers who own trucks ON DEMAND CONSUMERSLHBS //THE NEAR FUTURE OF THE ON-DEMAND ECONOMY
  18. 18. UNDERSTAND TODAY. SHAPE TOMORROW. 18UNDERSTAND TODAY. SHAPE TOMORROW.Source: INSTINCTIF CONCLUSION While many thought leaders believed a little over a year ago that we are in the on-demand bubble, stats have proven the opposite. The on-demand economy has so far been good for consumers, service providers as well as technology platforms. ON DEMAND CONSUMERSLHBS //THE NEAR FUTURE OF THE ON-DEMAND ECONOMY
  19. 19. CHAPTER TWO UNDERSTAND TODAY. SHAPE TOMORROW. 19 ON DEMAND BRANDS LHBS //THE NEAR FUTURE OF THE ON-DEMAND ECONOMY
  20. 20. UNDERSTAND TODAY. SHAPE TOMORROW. 20 ON DEMAND BRANDS When it comes to the best practices and perhaps the catalysts of the on-demand economy, one cannot help to think of content on demand in the form of Netflix or transportation on demand in the form of UBER, LYFT and increasingly shared car platforms such as Drive Now. Still considered disruptors, these companies and brands have become the established players with proven business models. There are however untapped categories of services where ‘tap for that’ could create significant value for consumers. There are traditional businesses that have evolved from by- appointment to on-demand. There are of course infinite possibilities for business that are not on-demand business models but that can compete on exceeding customer expectations and deliver on-demand services in some parts of the customer journey. ON DEMAND BRANDSLHBS //THE NEAR FUTURE OF THE ON-DEMAND ECONOMY
  21. 21. UNDERSTAND TODAY. SHAPE TOMORROW.Source: Classic Disrupters Entertainment ! Explore sign Netflix is the standard of on demand content and continuously adds features that make the on-demand experience even more individualized to each user. 21 Classic Disrupters Transportation ! Explore sign Controversy aside, Uber has defined the on-demand experience and given rise to optimistic and ambitious start ups that try to implement their business model. ON DEMAND BRANDSLHBS //THE NEAR FUTURE OF THE ON-DEMAND ECONOMY
  22. 22. UNDERSTAND TODAY. SHAPE TOMORROW. 22 ON DEMAND BRANDS A New Spin Flower Delivery Flower delivery startup BloomThat used to be the "Uber for Flowers" but had to realize that this business model was not benefitting the firm. ! Explore sign BloomThat has cropped up to offer flower delivery within hours. Via the app, users can order bouquets to be delivered to any place, anywhere and at any time. However, the startup was struggling and losing money on each delivery. After realizing that the Uber business model is not one size fits all, BloomThat is now expanding again. The service began charging a delivery fee and outsourced some services (e.g. the delivery itself is now done in partnership with FedEx) which helped them to get back on track. LHBS //THE NEAR FUTURE OF THE ON-DEMAND ECONOMY
  23. 23. UNDERSTAND TODAY. SHAPE TOMORROW. 23 ON DEMAND BRANDS Parking Reimagined Luxe is offering on-demand valet parking, reducing the hassle to find a spot yourself. ! Explore sign The Francisco-based startup Luxe offered on-demand valet parking, taking the Uber business model by example. However, it turns out that copying the Uber business model did not work. However, adapting it to their environment worked. Segmenting its business among workday, evening and overnight customers, and having users request their cars back in advance, makes on- demand profitable for Luxe again. LHBS //THE NEAR FUTURE OF THE ON-DEMAND ECONOMY
  24. 24. UNDERSTAND TODAY. SHAPE TOMORROW. 24 Dog Walking Goes Digital ON DEMAND BRANDS Wag! makes dog ownership easier by connecting dog owners with dog lovers. Owners can quickly access a service of dog walking, dog sitting, or dog boarding services 7-days a week. ! Explore sign The service is available through an app which can be customized with the dog's info, personality, habits and needs. Wag! charges $20 for a thirty minute walk with plans to offer ten minute potty breaks for $10. The service is available seven days a week from early morning till late in the evening. Customers can meet certified dog walkers upfront. They can also watch the dog's walk through the GPS tracking feature available in the app. After the walk is completed, owners receive a full report including a picture, the distance completed, and information about their dog's behavior. LHBS //THE NEAR FUTURE OF THE ON-DEMAND ECONOMY
  25. 25. UNDERSTAND TODAY. SHAPE TOMORROW. 25 Chores No More ON DEMAND BRANDS Alfred is an automatic, hands-off personal butler service that non-invasively takes care of busy New Yorker’s day-to-day errands while they are at work. ! Explore sign Alfred’s team of organized, intuitive staff handles all of the necessities of daily life for busy professionals. Alfred teams take care of grocery shopping, laundry, cleaning, sending and collecting packages, etc. Alfred even manages special requests. Clients simply hand over their spare keys and credit card details, and their errands and chores are taken care of seamlessly, to such a degree that the longer Alfred takes care of a clients, the more the butler service can automatically anticipate customer needs. LHBS //THE NEAR FUTURE OF THE ON-DEMAND ECONOMY
  26. 26. UNDERSTAND TODAY. SHAPE TOMORROW. 26 Delivery Goes High End ON DEMAND BRANDS Henchman promises to deliver items from any shop or restaurant in London in an hour max. ! Explore sign The Henchman app identifies the best location and driver for the requested job, charging up to £19.95 per delivery. It calls itself “the luxury concierge app” and is currently exclusive to central London. The app shares 10-30 per cent of order values with vendors and is planning on expanding its reach to 1,000 per day. Users need to be invited by an existing member or partner to become a member of the service. By combining tech and customer service, the app helps users get what they need faster and vendors to satisfy customer needs in a more efficient, quick manner. LHBS //THE NEAR FUTURE OF THE ON-DEMAND ECONOMY
  27. 27. UNDERSTAND TODAY. SHAPE TOMORROW. 27 Glamour on Demand ON DEMAND BRANDS Glamsquad is an on-demand beauty company that comes to the customer rather than the customer going to them. The service enables users to easily book luxury beauty services through the company website or app. ! Explore sign Glamsquad promises to hire the best of the best make up and hair stylists and train them on providing the total luxury experience to their customers. The app makes it convenient to find and book services from hair updos to makeup sessions at a location of their choice, be that office or home. LHBS //THE NEAR FUTURE OF THE ON-DEMAND ECONOMY
  28. 28. UNDERSTAND TODAY. SHAPE TOMORROW. 28 Immediacy for Health Care ON DEMAND BRANDS Doctor On Demand provides fast, easy and cost-effective access to doctors, psychologists, and other healthcare providers in the USA. Patients can have Video Visits with these providers on their smartphone or computers at any time of day, in time of need. ! Explore sign Doctor On Demand started with Board-Certified Physicians and now offers online video consultations with 1,400 credentialed physicians around the country. The service recently started offering access to Licensed Psychologists, who provide help on a wide range of mental and emotional health concerns. Plans for the future are to provide care from even more health care providers, improving all aspects of physical, emotional and behavioral health. LHBS //THE NEAR FUTURE OF THE ON-DEMAND ECONOMY
  29. 29. UNDERSTAND TODAY. SHAPE TOMORROW. 29 Pizza in the On Demand Economy ON DEMAND BRANDS How did Domino’s Become the Favorite of the Stock Pickers? ! Explore sign Having evolved into both a pizza and technology business, Domino's is currently conquering the space of on-demand and seamless ordering and deliveries. Half of Domino's HQ staff work in software and analytics, using their skills and talent to deliver the best experience to customers. The Dominos business model has in fact shifted from pizza to delivery. The most important takeouts from Domino's mindset are "omission bias" - the tendency to worry more about doing than not doing something and "loss aversion" - tendency to play and not to lose. Also, as Domino's CEO states "failure is an option" and leaders aiming to shake things up must get comfortable with that thought. LHBS //THE NEAR FUTURE OF THE ON-DEMAND ECONOMY
  30. 30. UNDERSTAND TODAY. SHAPE TOMORROW. 30UNDERSTAND TODAY. SHAPE TOMORROW.Source: INSTINCTIF CONCLUSION Businesses like Netflix, Uber and other now ‘classic’ on demand brands have tapped into an unfulfilled need and reshaped customer expectation across all categories of products and services. Business talk now focuses not on ‘the Google of’ but rather the ‘Uber of’. Even businesses that are not in and of themselves on-demand business models, should expand or improve their service portfolio to meet their customers’ on demand needs and emerging, newly shaped expectations. ON DEMAND BRANDSLHBS //THE NEAR FUTURE OF THE ON-DEMAND ECONOMY
  31. 31. CHAPTER THREE UNDERSTAND TODAY. SHAPE TOMORROW. 31 ON DEMAND HOW TO LHBS //THE NEAR FUTURE OF THE ON-DEMAND ECONOMY
  32. 32. UNDERSTAND TODAY. SHAPE TOMORROW. 32 ON DEMAND HOW TO ON DEMAND HOW TO Many brands realize that the on-demand economy is becoming too big an opportunity to miss. They also see that it’s too risky to ignore. On-demand economy startups are challenging industry incumbents with new business models and new ways of engaging customers and creating new benchmarks for what ‘service means’ and therefore, shifting expectations across the board. If a drone can deliver a pizza in minutes, why cannot an internet provider provide a technician in an equally fast and seamless way? Existing companies will need to embrace the on-demand economy and transform their service and delivery systems to meet consumer demand, or find themselves disrupted by those who do embrace this shift. You don’t have to be an on demand business model in order to deliver on-demand value. The question is HOW? LHBS //THE NEAR FUTURE OF THE ON-DEMAND ECONOMY
  33. 33. UNDERSTAND TODAY. SHAPE TOMORROW. 33 NOT EVERY SERVICE CAN FOLLOW THE UBER MODEL CAUTION ON DEMAND HOW TO It’s easier to harness a network of drivers efficiently when the customer need is to get from A to B when customers do not strongly care who the driver is. It’s quite a different story when the on-demand service is child care. Users very much care who the nanny is, making sourcing of talent more complex, time consuming and costly. Many on-demand start ups learned this too late. LHBS //THE NEAR FUTURE OF THE ON-DEMAND ECONOMY
  34. 34. UNDERSTAND TODAY. SHAPE TOMORROW. 34 THAT BEING SAID ON DEMAND HOW TO Rather than viewing the rise of on-demand as a threat, innovative brands can borrow some tricks from their book and offer optimal user experiences that meet the emerging expectations of consumers in order to remain competitive in the changing environment. LHBS //THE NEAR FUTURE OF THE ON-DEMAND ECONOMY
  35. 35. UNDERSTAND TODAY. SHAPE TOMORROW. 35 REMEMBER ON DEMAND HOW TO Your customers do not compare their experience with you against that of your competitors. They compare it against the last best experience they’ve had. Case in point from the auto industry: if a customer can order and track a taxi with the tap of an app, why cannot auto dealerships enable a potential customer to book a test drive the same way? LHBS //THE NEAR FUTURE OF THE ON-DEMAND ECONOMY
  36. 36. UNDERSTAND TODAY. SHAPE TOMORROW. 36 So, how can companies best design, build and leverage competitive, relevant and impact creating on-demand services? ON DEMAND HOW TO SOME IDEAS LHBS //THE NEAR FUTURE OF THE ON-DEMAND ECONOMY
  37. 37. UNDERSTAND TODAY. SHAPE TOMORROW. 37UNDERSTAND TODAY. SHAPE TOMORROW.Source: NEXTJUGGERNAUT ON DEMAND HOW RO UNDERSTAND AND MAP YOUR CUSTOMERS’ END-TO-END JOURNEY -1- LHBS //THE NEAR FUTURE OF THE ON-DEMAND ECONOMY
  38. 38. UNDERSTAND TODAY. SHAPE TOMORROW. 38UNDERSTAND TODAY. SHAPE TOMORROW.Source: NEXTJUGGERNAUT ON DEMAND HOW RO BENCHMARK THE CUSTOMER EXPERIENCE YOU DELIVER AGAINST THE BEST EXPERIENCE THE CUSTOMER HAS HAD IN A SIMILAR CONTEXT FROM SERVICES OUTSIDE YOUR CATEGORY -2- LHBS //THE NEAR FUTURE OF THE ON-DEMAND ECONOMY
  39. 39. UNDERSTAND TODAY. SHAPE TOMORROW. 39UNDERSTAND TODAY. SHAPE TOMORROW.Source: NEXTJUGGERNAUT ON DEMAND HOW RO IDENTIFY PAINS AND GAINS ESPECIALLY IN THE AREAS WHERE: • CUSTOMERS NEED TO BOOK APPOINTMENTS BASED ON THE COMPANY’S AVAILABILITY • CUSTOMERS NEED TO WAIT LONGER THAN WITH OTHER SERVICES THEY USE • CUSTOMERS HAVE TO COME TO YOU RATHER THAN YOU COME TO THEM • CUSTOMER ISSUES ARE NOT RESOLVED IN REAL TIME -3- LHBS //THE NEAR FUTURE OF THE ON-DEMAND ECONOMY
  40. 40. UNDERSTAND TODAY. SHAPE TOMORROW. 40UNDERSTAND TODAY. SHAPE TOMORROW.Source: NEXTJUGGERNAUT ON DEMAND HOW RO DEFINE OPPORTUNITY SPACES TO DELIVER CUSTOMER VALUE BASED ON CUSTOMER EXPECTATION AND NEED IN TERMS OF: • AVAILABILITY • SPEED • FLEXIBILITY • INDIVIDUALIZATION • ACCESS -4- how might you be more readily available to customers in times of need how might you deliver solutions faster, in real time how might you be more flexible and adjust to customers’ needs how might you individualize the experience based on behavior, location, etc… how might you leverage access- ship vs.ownership LHBS //THE NEAR FUTURE OF THE ON-DEMAND ECONOMY
  41. 41. UNDERSTAND TODAY. SHAPE TOMORROW. 41UNDERSTAND TODAY. SHAPE TOMORROW. LEARN MORE ABOUT AGILE INNOVATION HERE ON DEMAND HOW RO INNOVATE IN AN AGILE WAY: IDENTIFY, LEARN, BUILD, TEST, FINE TUNE -5- Agile Sprints Research Fram e challenge Prototype Validate LHBS //THE NEAR FUTURE OF THE ON-DEMAND ECONOMY
  42. 42. UNDERSTAND TODAY. SHAPE TOMORROW. 42UNDERSTAND TODAY. SHAPE TOMORROW.Source: NEXTJUGGERNAUT ON DEMAND HOW RO PLAN TO BE ORGANIZATIONALLY READY -6- understand customer expectations and needs define core on demand services develop customer technology define and sources complimentary resources LHBS //THE NEAR FUTURE OF THE ON-DEMAND ECONOMY
  43. 43. UNDERSTAND TODAY. SHAPE TOMORROW. 43UNDERSTAND TODAY. SHAPE TOMORROW.Source: NEXTJUGGERNAUT ON DEMAND HOW RO IMPLEMENT ON-DEMAND SERVICES IN CONTINUOUS RELEASES -7- focus on reducing customer effort and creating benefits from product usage additionally satisfy emotional needs individualize the experience STAGE 1 ‘GET THE BASICS RIGHT’ STAGE 2 ‘CREATE SMART EMOTIONAL WOW” STAGE 3 ‘INDIVIDUALIZE THE EXPERIENCE’ • avoid customer frustration • focus on eliminating hassles and pain points to improve the experience • address emotional needs by creating benefits from product usage • find smart wow opportunities to turn customers into promoters in a cost efficient way • provide an individualized experience (based on geography, context, preference): not every experience appeals to everyone • better understand customer preferences (behavioral data) and give them the ability to chose. ELIMINATE (pain points) FACILITATE (emotional boosts) ANTICIPATE (and deliver on needs and desires)) LHBS //THE NEAR FUTURE OF THE ON-DEMAND ECONOMY
  44. 44. UNDERSTAND TODAY. SHAPE TOMORROW. 44UNDERSTAND TODAY. SHAPE TOMORROW.Source: INSTINCTIF CONCLUSION ON DEMAND HOW TO “The moment you think offering a standard process is good enough is the moment you’re dead in the water.” Paddy Earnshaw, chief customer officer, Doddle LHBS //THE NEAR FUTURE OF THE ON-DEMAND ECONOMY
  45. 45. Die in dieser Präsentation dokumentierten Gedanken und Vorschläge sind geistiges Eigentum der 
 LHBS Consulting Berlin GmbH und unterliegen den geltenden Urhebergesetzen. Die unauthorisierte Nutzung, 
 die ganze oder teilweise Vervielfältigung sowie jede Weitergabe an Dritte ist nicht gestattet. LHBS Consulting Berlin GmbH Köpenicker Straße 154  10997 Berlin Germany   UNDERSTAND TODAY. SHAPE TOMORROW. IMPRINT www.lhbs.com THANK YOU LHBS //THE NEAR FUTURE OF THE ON-DEMAND ECONOMY
  46. 46. UNDERSTAND TODAY. SHAPE TOMORROW. Discover ABOUT LHBS. Define Develop Deliver We are an unconventional strategy firm that helps clients to better understand today and successfully shape tomorrow. LHBS has extensive experience & expertise in business development, brand building and customer experience. The firm works across all major industries for clients from the FT Global 500, German Mittelstand and fast growing startups. ! http://www.lhbs.com ABOUT UNDERSTAND TODAY. SHAPE TOMORROW. 46 We work with legacy organisations to adapt their customer value proposition to meet emerging customer expectations. Together with our clients we discover business opportunities and deliver integrated customer offers for products, services, experiences and communication. ! http://www.lhbs.com LHBS //THE NEAR FUTURE OF THE ON-DEMAND ECONOMY
  47. 47. LHBS Put the Title of the Report here HUB. UNDERSTAND TODAY. SHAPE TOMORROW. This case study has been created with the help of the LHBS Inspiration-Hub. The Inspiration-Hub is a service that gives marketing teams constant access to the latest insights and inspiration, so that they can develop more relevant marketing ideas. ! http://www.inspiration-hub.com INSPIRATION-HUB 47 REQUEST A DEMO. LHBS //THE NEAR FUTURE OF THE ON-DEMAND ECONOMY

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