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The future is now

Technology trends for business

Lizzie Whitchurch

@cosmic_lizzie

Cosmic

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What is superfast business programme?

• Superfast Business is a European Funded programme of fully

funded business support for SMEs

• Delivered by Peninsula Enterprise, working with the Local

Authorities & Connecting Devon & Somerset broadband rollout

project

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• Business advice and specialist support to help growth businesses maximise

the opportunities of Superfast Broadband and associated technologies.

• Benefits for businesses can include:

Competitive advantage through take-up and exploitation of SFBB

Increased productivity

Improve access to new markets and business opportunities

Increase competitive advantage for businesses in rural locations

More flexible and environmentally friendly working practices

Increased opportunity for innovation

Efficiency and timesaving

• Eligibility criteria apply to businesses accessing the service

Superfast Business Support

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Support Available – 12 hours of support

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1. Register on our website (which incorporates the Knowledge

Hub). www.superfastbusiness.co.uk to unlock access to a range of

resources and materials

2. Check your eligibility

3. Let us know what areas of ICT and technology you might be interested

in

4. Talk to our Client Relationship Co-ordinator to check your eligibility and

arrange an appointment with one of our dedicated Business Advisers

Next Steps

Developing an ICT strategy Developing your ICT network/ infrastructure

Engaging new and existing customers Collaboration

Client Relationship Management Systems Flexible working

Moving your business to the Cloud Business Continuity

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http://www.youtube.com/watch?v=G7KZR9

NwKQQ

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• www.superfastbusiness.co.uk

• twitter @superfastbiz

• Facebook www.facebook.com/superfastbiz

• join our LinkedIn group 'Superfast Business SW'

• info@superfastbusiness.co.uk

• 0845 603 8593

Stay up to date

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The future is now…

Technology trends for business

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Boston Consulting report

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Business is Changing

UK ?

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Business with no change?

2012

Physical CDs - ½ million

Downloads –183m

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% of sales online

6% of UK Sales

£2.6 billion

33% of UK Sales

£2 billion – digital

17% - book

revenues online Financial Times

subscriptions :

316k digital vs 286k print

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What’s the future for business?

• Social – A faster, rapid

and two way

conversation.

• Information – ‘Big Data’

evolves towards wisdom

• Cloud – The ‘everywhere’

access

• Mobile – Becoming the

primary computing

device/platform

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1. Think Mobile

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Mobile

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Mobile Card reader

And we can receive payments from cards….

2.75% per swipe for Visa, American Express, MasterCard and Discover.

No contracts, monthly fees or merchant accounts.

Funds are deposited into bank account the next day.

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Check-in

• We can check in…

• Facebook

– Check-in to your business

– Appears in friend’s feeds

• And advertise alongside check-

in

– Discounts and deals

• Foursquare

– Check-in

– Vouchers and deals

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Google Goggles

Search by taking a photo through your mobile phone…..

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Augmented Reality

• http://www.wikitude.com/tour/wikitude-world-browser

Use your camera as a browser….

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Engaging customers through Augmented Reality: L’Occitane, beauty manufacturer have embraced Augmented reality, using it within their printed brochures and in store for additional experiences and instant purchase

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www.aurasma.com www.blippar.com

Create your own…and … tap-to-buy

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Customers purchasing through Augmented Reality: Goertz shoe company, Germany have created a virtual shoe store for scanning, sizing and purchasing in store

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http://www.youtube.com/watch?v=iz4ykMn3UR4

Retaining customers through Augmented Reality: Mitsubushi have used AR to create support for installers replacing and repairing air conditioning units

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Google Glass

Google Glass

The next consumer challenge – Google Glass:

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Maintaining cars using Augmented Reality: BMW are researching the use of AR for car repairs to ensure consistency of skills levels for staff.

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Is your business mobile friendly? •Your presence in databases is even more important – Wikipedia, TripAdvisor

•Make sure your website works well on a range of mobile devices

•Check you can accept payments – sales

•Review your check-in options •Create augmented reality applications, mobile promotions, vouchers, deals

Think mobile..

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2: Clouds for Everyone

Cloud computing:

Storing and accessing data

and programs over the

Internet instead of your

computer's hard drive

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The Cloud provides ‘on demand’

Stores your content in the cloud and wirelessly

pushes all of it to your other devices that you are

logged into……

Current estimate.. by the end of 2013, more than

75% of UK businesses will be using cloud services.

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• You can replace…

– Software

– File storage

– Email servers and exchange

– Platforms

With cloud technologies

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• Replace capital costs with revenue costs

• Flexible – scale up and down easily

• Can reduce computer power and equipment

• Highly secure

• Great for backup and disaster recovery

Key features

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• Cloud computing is not about

• your hard drive. That’s local storage and computing. Working

off your hard drive is how the computer industry functioned for

decades.

• having a dedicated hardware server in residence. Storing data

on a home or office network does not count as utilizing the

cloud.

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Cloud computing

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Google includes apps such as:

• Gmail for Business

• Google Calendar

• Google Docs

• Google Cloud Connect

• Google Hangout

• Google Sites

• Google Video

• £3.30/user/month

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Starts at £6.50

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Office 365

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3. Be Social

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In the UK?

• 31,415,640 Facebook users

• Average age 40

• 10,000,000 Twitter users

• Average age 37

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Video – becoming so important • Product descriptions, visualisations • Expert analysis, talks • Case studies, testimonials

Becoming significant in Search Results YouTube Education

• iTunes U •Major universities •Khan Academy •You Tube Democracy

What’s new in Social Media?

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How much Klout do you

have?

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Use social media for sales

•Listening for social cues – Listening for your brand and reputation

• Listen to hashtags for mention of needs #

• Check social media search terms

– Check out your reputation

• Check SERPs of your phrases

• Check review sites

• Ready crisis management plan

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Hashtag ideas

• Sector specific

• #windpower

• #climatechange

• Geographic specific

• #ivybridge

• #devon

• Campaign specific

• #greenenergy

• Media specific

• #journorequest

• #prrequest

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Use social media for sales

•Broadcasting your messages • Broadcast your brand and reputation

• Let people know what you are doing

• Engage in consumers conversations

• Become interested and interesting

• Link back to your website

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Owned

Content Video, blogs, photos

‘Tradigital’

E-news Forums Digital magazines

Traditional

Media

Press

Social networks

Facebook

Twitter

YouTube

LinkedIn

Website

Responsive design

Mobile enabled

Adapted from “Media Cloverleaf” by Richard Edelman

Content first strategy

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• What content?

• Video – for sales and marketing

• Product descriptions, visualisations • Expert analysis, talks • Case studies, testimonials

Becoming significant in Search Results Pre sales – research Post sales - support

Content first strategy

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Creating video

content for

customer retention:

Sony Xperia have created

a YouTube channel of all

their support and advice

guides.

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Creating communities

Keeping customers

through community

building:

River Cottage have

created a community that

has 36,000 subscribers

actively engaged…

Revenue from customers

that are engaged in a

company's community is 19

% higher on average than

from those that aren't. Source: A Big Payoff from Online Company Communities

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Don’t ignore social media

• Use listening tools for sales opportunities and reputation

management

• Broadcast, but link back to your website & measure your

success

• Create a ‘content first’ strategy. Create content and use many times

• Look at video as an engagement tool

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The power of e-news

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E-newsletters

• Currently - 50,000 subscribers

• Has taken 5yrs to build

• Segmented

– Equine

– Shooting

– Farming

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E-news is measurable

• 168,000 email subscribers

• Biweekly

• Current open rate ± 28%

• ROI on each email activity is ± £10,000 for

products in the email

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Gather customers

emails religiously

• 3-4 stories

• Keep it simple

• Keep it visual

Always link back to website

Builds loyalty and advocacy

Creates 7 touch points for new sales

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E-newsletters

• Segment for different audiences

• Measure each e-newsletter and review success

• Keep the content simple

• Always link back to website

• Measure journey on website from click (Analytics)

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Design CRM around customer

experiences

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•A CRM system

– A central CRM system for

• Enquires, leads

• Customer sales

• Customer service handling

– Can provide reports

– Use data to provide forecasting

– Be a mine of intelligence

– Accessible from anywhere for all staff to input and use

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Customer experience mapping exercise

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Information is getting bigger

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• We are creating 2.5 billlion GB of data

every day

• In the last 2 years we have created

90% of the data on the planet

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• Information is big - Big Data.

• More things on the internet than people

• How can we make the most of this? Collate info

& use this to predict future client behaviour?

Big Data

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The Internet of things

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• Recent research

• 12 % of organisations have a big data strategy

• 21 % say they don't know enough about big data.

• A separate study

• 29 % of organisations are 'analytically challenged’

• 67 % of business leaders saying that analytics made their

companies more competitive.

• These studies demonstrate that it's not only a lack of skills but a widespread lack of understanding about the value it can bring.

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Predictive Analytics

Want to predict who your customers will be?

Predictive Analytics can help do that….

• Tesco– can predict the exact day customers will return and the amount they will send within £10 for

around 20% of their customers

• issues100m personalised coupons at checkout. PA

has increased redemption rates x 4 times.

• Mobile phone company – have successfully

predicted mobile subscribers that are 10x more likely than average to cancel

• HP – PA models generate ‘flight risk’ score for all employees. Estimates $300m savings

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LA Police

Review 13 million past crimes to predict current behavior

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•Mobile

•Cloud

•Social

•Big data

Discussion

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www.superfastbusiness.co.uk

Lizzie@cosmic.org.uk

0845 094 6108

Further information