Resilient Loyalty by Dan McClure
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RESILIENT LOYALTY Developing Relationships that can survive the 21 st Century
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Dan McClure presents Resilient Loyalty at the ThoughtWorks Paradigm Shift conference in Austin, TX in 2014
Transcript of Resilient Loyalty by Dan McClure
RESILIENT LOYALTY Developing Relationships that can survive the 21st Century
Broken Love
Trusted Brands
Maslow 4
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Limited Information
FEAR
Fearless
Rewards
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Bribery
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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
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Commodified Saturated
Stable
More stamps than the
US Post Office
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Change Is Here
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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
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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
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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
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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!
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Adults follow paths… children explore
Neil Gaiman | The Ocean at the End of the Lane
