Más contenido relacionado Similar a SDL 02 New Marketing 2015 (20) Más de Florian Vollmer (20) SDL 02 New Marketing 20151. © Florian Vollmer 2015
Georgia Institute of Technology – School of Industrial Design
ID 6214A Strategic Design Language 2015
02 New Marketing
2. © Florian Vollmer 2015
Product
The Evolution of Design (Thinking)
Experience
Organization
3. © Florian Vollmer 2015
Primary
Secondary
Stakeholder (Relationship!) Mapping
Tertiary
4. © Florian Vollmer 2015
Marketing – An Integration Force
Product
Experience
Organization Primary
Secondary
Tertiary
Design Stakeholder
Engagement
New
Marketing
8. © Florian Vollmer 2015
The Marketing Funnel
Consideration Pre-Selection Selection Purchase
9. © Florian Vollmer 2015
Sustainable: The Marketing Cycle
Evaluate
Consider
Advocate
Endorse
Purchase
Brand Loyalty
Edelman, HBR 2010
10. © Florian Vollmer 2015
Sustainable: The Marketing Cycle
Evaluate
Consider
Advocate
Endorse
Purchase
Brand Loyalty
Edelman, HBR 2010
1. Once established, more Predictive
2. Manageable Cost
3. Customers as Partners & Authors
4. New Marketing
Inner Circle
1. Expensive
2. Uncertain
3. The Unknown Customer
4. Old Marketing
Outer Circle
11. © Florian Vollmer 2015
Evaluate
Consider
Advocate
Endorse
Purchase
Brand Loyalty
Edelman, HBR 2010
Processes Remain, Tools and Channels
are Ever Changing
Print
Online
Conversation
Online Reviews
Catalog
App
Search
Recommendation
12. © Florian Vollmer 2015
Maximizing Lifetime
Customer Value
Customer Lifetime Value
Marketshare
13. © Florian Vollmer 2015
Marketing & Product Development
In the Age of Globalization
und Commodification
14. © Florian Vollmer 2015
– A.G. Lafley, CEO P&G
“We need to reinvent the way we market to consumers.
We need a new model.”
15. © Florian Vollmer 2015
Integrative
Innovation
DistributionMarketing
Design
CX Design
Design for
Production
Customization
2.0
© Florian Vollmer 2015
16. © Florian Vollmer 2015
Globalization &
Commodification
Design
Thinking and
(Co-) Creative
Processes
Leadership through
Marketing and
Integrative Design
Thinking
Design,
Quality,
Price
19. © Florian Vollmer 2015
Durable Goods in Private Households
2013
Phone/ Mobile
Fridge
TV
Laundry Mashine
Camera
Car
Dishwasher
0 25 50 75 100
Date for Germany: Statistisches Bundesamt, Wiesbaden 2013
26. © Florian Vollmer 2015
Design
Marketing
Production
Internation Manufacturing and Marketing
Production
Design
Market
Research
27. © Florian Vollmer 2015
Innovation Backlog in Marketing
0 22.5 45 67.5 90
Asien USA Europa
“Marketing has to
reinvent itself”
BrandEins, 02/2015
28. © Florian Vollmer 2015
Storybrands
Traditional
Methods Disruption
Kotler, Sachs, other
32. © Florian Vollmer 2015
Innovation & Change Management
Co-Creation
Design Thinking
Goals Concepts Implementation
Marketing Enterprise
Design
33. © Florian Vollmer 2015
Work Example from www.inreality.com
Stakeholder Engagement and Co-Creation
35. © Florian Vollmer 2015
Personas
Gretchen the Gen Y –
Social Sciences Student
Social life takes priority over most anything, especially sleep.
Texting is the number one way to communicate. Status is
important to her. While a good mattress is important, it needs
to be practical, keeping her spin classes, happy-hour, and
high-end fashion flash sales in mind too – everything needs to
fit in her budget!
Does:
● Goes to a major college, lives about 20 minutes away
● Rock climbing and anything outdoors
● Works 20 hrs/ week as a paid intern in a law office
Loves:
● Socializing
● Sharing purchases with her friends
● Ask for opinions before buying
● Trying things on or looking at them in a store, but then buying them on her mobile device
● Loves Google Now, gives her all the information that she wants
● Organic food
Avoids:
● Volunteering too much information about herself to organizations (she thought she would give Google
Now a try, and delete if from her phone, but the utility is overcoming any privacy concerns here)
● Buying anything she does not need, money is a bit tight
Dreams of:
● Making a difference
● Being part of a company with a really cool culture one day
● Combining professional work, meaningful volunteering, and a family soon
Page 3 of 7 – © InReality 2015
RSA:
Sue the Connector
Sue got a retail job because she needs to provide for her
family. Not what she was dreaming of when she was young,
she was hoping to become a nurse practitioner – but did not
finish her degree.
Believing in giving her best no matter what life throws at her,
she is eager to learn and grown in this new job.
Does:
● Work the floor 6 days a week
● Takes the early shift because she needs to pick up the kids from school and make family dinner every
night
● Reads for relaxation
Loves:
● Her family
● Helping others
● Connecting people
● Learning
Avoids:
● Going above and beyond. She took this job for its clearly defined start and end time
● Talking about products she is not 100% familiar with (she feels a bit bad at times that she forgets
details of products the store does not sell every single day)
Dreams of:
● Finishing her degree one day, when the kids are a bit older
● Taking a long family vacation
● Making a difference for people
Page 6 of 7 – © InReality 2015
RSA:
Old School Jim
Jim got promoted from RSA to manager 10 years ago. He is into
old-school selling and has his secret formula that has worked for
forever. He recently heard about CX and wants to learn about it, but
is a bit sceptical. He just got a smartphone and is learning how to
use it slowly.
Does:
● Work 6 days/ week, during the holiday season 7 days/ week
● Usually takes the late shift to close the store at 10:00 pm, stays late, often until 11:00 or later to finish
some paperwork
● He has little time for anything else, but likes to work out in the morning
Loves:
● Learning
● Working smarter, not harder
● Good food and his friends
● Learning about new products when they are shelved
● Building a connection with his customers
Avoids:
● Corporate politics, he simply wants to do the best possible job in his store
● Conflict. He likes giving feedback, but really focuses on the positive
● Scripted interactions. He wants to give every situation and person the right attention
Dreams of:
● Working less because his team “got it”
● Developing different training methods for his company, something that is truly authentic
Page 5 of 7 – © InReality 2015
RSA:
Holden the Geek
Holden just finished his BA in Art History and is trying to figure
out his next moves.
He’s taken a retail job because it’s easy and convenient to find a
job, and with his interest in psychology, he figures he can make a
pretty good commission, saving up for whatever is next.
He is used to the latest digital tools for communication.
Does:
● Ride a single speed
● Reads the latest tech blogs
● Reads a lot of (actual) books
Loves:
● His freedom
● Learning something new every day
● Interacting with people and giving them as much information as possible
Avoids:
● Things that bore him
Dreams of:
● Traveling for a year or so
● Getting a Master’s degree
● Working for a startup
Page 7 of 7 – © InReality 2015
Dan the Digital Native
Loves social media, Pinterest, and Snap-chat... His fast
paced lifestyle requires him to be connected 95% of the
time. He doesn’t have time for conventional shopping,
Amazon Prime is hiore go-to and he is dialed into the
latest technology and gadgets that his mobile apps
curate for him. Can do 3 things at the same time, and
looks for a good night’s sleep to give him the energy he needs to perform during
his busy day and social life. If 6 hours is all he can afford, it better be a great 6
hours!
Does:
● Grad School / App developer for Marketing Company
● Soccer
● Flight school
● Drives a Hybrid environmentally friendly car
Loves:
● Sports
● Well Curated Food
● Gaming
● Sharing experiences with friends
● Spending time doing “fun” things
● Instant gratification
● Watching TV, Movies and getting information on his own schedule. Has not watched “tv” and
regularly-scheduled shows except for sports in years
Avoids:
● Brick and mortar stores
● Lines or anything that requires a lot of time
● Spending time on buying stuff
Dreams of:
● A world that suggests what he may need
● Seamless experiences (“why should I search for anything?”
● Having as much time for himself and his friends as possible
Page 2 of 7 – © InReality 2015
Robert the Baby Boomer –
Enjoying Life
At this stage in life, it’s all about quality and trust. Enjoys
reputable brands, that reflect choice materials and expert
craftsmanship. Recently got a smartphone and loves it.
Does everything on it, keeps lists with Evernote and his
family shares photos frequently. Loves staying in touch
with family and children via Facetime. Values experiences
and makes time for the important things.
Does:
● Early retirement from a management position
● Works part time as management consultant
● Volunteers in various organizations
● Charcoal Sketches
Loves:
● Road biking
● Riding around in his convertible
● Discovering new restaurants and art galleries
● Spending money on quality and considered purchases
Avoids:
● Complexity. The fact that there are 200 different kinds of mustard at his grocery store drives him crazy.
Grey Poupon and done. He filters out everything else
● Stress. He takes his time to do it right
● Suburbs. He recently re-discovered the beauty of downtown living. Different, but so much more to do
in walking distance.
Dreams of:
● Traveling around the world with his wife
● Building the home of his dreams. Now he has the time and the money to build a truly custom home
● His first solo exhibition
Page 4 of 7 – © InReality 2015
36. © Florian Vollmer 2015
THE BUYER’S JOURNEY
Awareness Planning
word-of-mouth reviews
expectations
How does the user know
about service?
How can the service value
be communicated?
choose rental
research location
plan activities
What is the process?
How could the service
be marketed during
planning?
Could the service make
planning easier or
better?
Arrive Discover Adopt Inform P
ServicePre-Service
find location
enter rental property
When does the user
need exposure to
service info?
Is the property denoted
with any decals or
branding?
see service graphic
explore property
see ‘tagged’ items
How should the service
be communicated?
What does the user
need to know?
What are the critical
interactions?
download app
set up account
In-app tutorial?
Is it easy to use?
What should the user be
able to do?
How long does set up
take?
scan ‘tag’
read apt “catalogue”
read product info
What is the interaction?
What should the ‘tag’ look
like?
What info does the user
really want?
save to fa
confirm p
choose s
Push rem
items?
How is pu
recorded?
What opti
available?
Emotional State
Mild
Stress
Curious Serious
Happy /
Excited
37. © Florian Vollmer 2015
ve Discover Adopt Inform Purchase Evaluate Share
Service Post Service
operty
e user
e to
denoted
s or
see service graphic
explore property
see ‘tagged’ items
How should the service
be communicated?
What does the user
need to know?
What are the critical
interactions?
download app
set up account
In-app tutorial?
Is it easy to use?
What should the user be
able to do?
How long does set up
take?
scan ‘tag’
read apt “catalogue”
read product info
What is the interaction?
What should the ‘tag’ look
like?
What info does the user
really want?
save to favorites
confirm purchase
choose shipping options
Push reminders for saved
items?
How is purchase
recorded?
What options should be
available?
CX survey
customer support
write review
How is experience
measured?
How are damaged
products handled?
How are reviews
encouraged?
tell friends
share on web or social
How is sharing
encouraged?
Can sharing be
incentivized?
What do users like to
share? Why?
Curious Serious
Happy /
Excited
Happy /
Satisfied
38. © Florian Vollmer 2015
THE BUYER’S JOURNEY
Awareness Planning
word-of-mouth reviews
expectations
How does the user know
about service?
How can the service value
be communicated?
choose rental
research location
plan activities
What is the process?
How could the service
be marketed during
planning?
Could the service make
planning easier or
better?
Arrive Discover Adopt Inform Purchase Evaluate Share
Service Post ServicePre-Service
find location
enter rental property
When does the user
need exposure to
service info?
Is the property denoted
with any decals or
branding?
see service graphic
explore property
see ‘tagged’ items
How should the service
be communicated?
What does the user
need to know?
What are the critical
interactions?
download app
set up account
In-app tutorial?
Is it easy to use?
What should the user be
able to do?
How long does set up
take?
scan ‘tag’
read apt “catalogue”
read product info
What is the interaction?
What should the ‘tag’ look
like?
What info does the user
really want?
save to favorites
confirm purchase
choose shipping options
Push reminders for saved
items?
How is purchase
recorded?
What options should be
available?
CX survey
customer support
write review
How is experience
measured?
How are damaged
products handled?
How are reviews
encouraged?
tell friends
share on web or social
How is sharing
encouraged?
Can sharing be
incentivized?
What do users like to
share? Why?
I can’t wait for this trip.
Emotional State
Mild
Stress
Curious Serious
Happy /
Excited
Happy /
Satisfied
Confused Annoyed Angry
Mild
Stress Frustrated
This was really convenient.This is so cool! I can learn
everything right from the app.
That was quick.
This sounds like a
cool service.
How do I return this?
This is way too hard to use.
How does this work?
Ugh.
39. © Florian Vollmer 2015
Stories and Relationships
Points of Differentiation
Challenge & Chance: Group
41. © Florian Vollmer 2015
Customer
New Organizational Structures
Product
Product-Manager Focus
Rust, Mooreman and Bhalla, HBR 2010
42. © Florian Vollmer 2015
Customer
New Organizational Structures
Product
Product
Customer
Product-Manager Focus Customer-Manager Focus
Rust, Mooreman and Bhalla, HBR 2010
43. © Florian Vollmer 2015
The 4Ps of Marketing
Product PlacePromotionPrice
Jerome McCarthy
44. © Florian Vollmer 2015
The 7Ps of Marketing
Product
Place Promotion
Price
Packaging
Positioning
People
45. © Florian Vollmer 2015
Centralized Marketing
Bottlenecks in Capacity and Creativity, limited Effectiveness
Market
Enterprise
46. © Florian Vollmer 2015
Integrative Marketing
Success Factor Design Thinking und Group Processes
Homburg/ Krohmer
Internal External
47. © Florian Vollmer 2015
Stories and Relationships
Points of Differentiation
Challenge & Chance: Group
Distributed Responsibilities
49. © Florian Vollmer 2015Picture: http://www.automobilemag.com/features/news/1505-porsche-opens-new-headquarters-test-track-in-atlanta/
50. © Florian Vollmer 2015
Stories and Relationships
Points of Differentiation
Challenge & Chance: Group
Distributed Responsibilities
Continuity
52. © Florian Vollmer 2015
Marketing 2015: Customer Journey Thinking
Awareness Planning
word-of-mouth reviews
expectations
How does the user know
about service?
How can the service value
be communicated?
choose rental
research location
plan activities
What is the process?
How could the service
be marketed during
planning?
Could the service make
planning easier or
better?
Arrive Discover Adopt Inform Purchase Evaluate Share
Service Post ServicePre-Service
find location
enter rental property
When does the user
need exposure to
service info?
Is the property denoted
with any decals or
branding?
see service graphic
explore property
see ‘tagged’ items
How should the service
be communicated?
What does the user
need to know?
What are the critical
interactions?
download app
set up account
In-app tutorial?
Is it easy to use?
What should the user be
able to do?
How long does set up
take?
scan ‘tag’
read apt “catalogue”
read product info
What is the interaction?
What should the ‘tag’ look
like?
What info does the user
really want?
save to favorites
confirm purchase
choose shipping options
Push reminders for saved
items?
How is purchase
recorded?
What options should be
available?
CX survey
customer support
write review
How is experience
measured?
How are damaged
products handled?
How are reviews
encouraged?
tell friends
share on web or social
How is sharing
encouraged?
Can sharing be
incentivized?
What do users like to
share? Why?
I can’t wait for this trip.
Emotional State
Mild
Stress
Curious Serious
Happy /
Excited
Happy /
Satisfied
Confused Annoyed Angry
Mild
Stress Frustrated
This was really convenient.This is so cool! I can learn
everything right from the app.
That was quick.
This sounds like a
cool service.
How do I return this?
This is way too hard to use.
How does this work?
Ugh.
53. © Florian Vollmer 2015
Manufacturer
Brands
Distributors
Independent
Retailers
Agency Customers
Retailer Chains
Flagship &
Brand StoresService Providers &
Agencies
54. © Florian Vollmer 2015
– AMA
Marketing is the activity, set of institutions,
and processes for creating, communicating,
delivering, and exchanging offerings that
have value for customers, clients, partners,
and society at large.
55. © Florian Vollmer 2015
Conscious Design and Marketing
Phillip Kotler,Northwestern, US Jonah Sachs, US
Alex Osterwalder, Switzerland Raj Sisodia, Bentley, US
56. © Florian Vollmer 2015
Globalization &
Commodification
Design
Thinking and
(Co-) Creative
Processes
Leadership through
Marketing and
Integrative Design
Thinking
Design,
Quality,
Price
58. © Florian Vollmer 2015
Georgia Institute of Technology – School of Industrial Design
ID 6214A Strategic Design Language 2015
02 New Marketing