RESILIENT LOYALTY Developing Relationships that can survive the 21st Century

Broken Love

Trusted Brands

Maslow 4

5

Limited Information

FEAR

Fearless

Rewards

8

Bribery

9

AVARICE

“Heav’n has no Rage, like

Love to Hatred turn’d,

Nor Hell a Fury, like a

Woman scorn’d”

William Congreve | The Mourning Bride, Act III

Travelers frustrated with their primary hotel

programs are projected to move more than

in spending

this year to competing programs.

Is Hilton HHonors attempting to be sneaky here?

Flyertalk.com

$10 BILLION

NY Times reporting on a CG42 Loyalty Study

12

Commodified Saturated

Stable

More stamps than the

US Post Office

14

Change Is Here

15 15

17 17

THE HEDGEHOG IS DEAD Disrupters enter the

market better, cheaper and more customized

nicer easier predicable right price

Big.Fast. Devastating

Greatest Economic Disruption of All Time Richard Florida

21

Resurrecting the Lost Art of Individual Loyalty

Big Data

Ubiquitous Touch

Cloud

Big Data

Ubiquitous Touch

Cloud

Unlimited Insight

Engage Anywhere

Infinite Toolkit

Rewards

Loyalty

Competing For Your Health

27

29

30

31

Nate Silver | The Signal and the Noise

Data Is Useless Without Context

UBIQUITOUS TOUCH

That’s almost double the number who were in 2013. IBM, January 2014/ trendwatching.com

In 2014, 36% of global consumers are willing to share their current location with retailers via GPS

dream BIGGER

dreams

Doctor

Nutritionist

Running Partner

Health Club

lululemon The Dog

Organic Grocer

Nike| Mechanic | Department Store | Artist | Teacher | Advisor | Golf Pro | Health Club | Doctor | Organic Grocer | The Dog | Running Partner | Nutritionist | lululemon 

INFINITE TOOLKIT

Serial Value Innovators

The time for transformation is cut in half and still falling Larry Downes / Paul Nunes

BIG DATA

40

Phone – Reservations tonight When? – after sunset Weather – rain Restaurant – lighting report Closet – knows the dress Time arrived home – in a rush Right makeup choice Mirror recognition / guidance Dark table! / Sweat! UPDATE!

41

Adults follow paths… children explore

Neil Gaiman | The Ocean at the End of the Lane

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3 READS FOR CREATIVE MARKET DISRUPTION

Dan McClure dmcclure@thoughtworks.com