Will you be Customer Worthy in 2012-13 Part 5 MRHoffman NACCM

Within experience and among the crowds lurks the internet of things – WAKE UP AND DEAL WITH THE INTERNET OF THINGS!

Internet of Things, (APPs as pathways to internet of things – local + apps + community + motivation and passion – How do you catch up to customer’s passion? You need innovation NOW!)

Privacy & Piracy (Your legal department & compliance department would cringe if they realized the extent to which you expose customer information… to the internet of things – Nobody even knows what this is –

but it controls everything – literally My house had a conversation with my Car last night when my office

interrupted (chapter from Customer Worthy” ) 24 Frames per second (Choreographing the Customer Experience ( Snow White reference

to depression era feature length animation created by multiple artists per frame at a rate of 24 frames

per second is perfect customer experience analogy – multiple disciplines and talents) Amazon sSingle Web Page as Example for Every Channel Contact

( Customer Experience Requires Framework: Singular Vision: CxC & Customer Experience

Framework Role )

Network of Things – Subway Time

Subway clock off by hour makes “news” off by hour –Network of things effect

Or wormhole in space and stepping onto train caused time to travel forward 1 hr

Screen is a view and access point to network of things

You are a screen to your customer

Internet of Things

If your car captures a TB of data about you, who should it tell? Good big brother, bad big brother…

How many browsers/screens have there been so far in

presentation?

Did you include the one in your hand?

How many times have you looked at and interacted with your screen

during this presentation?

Yes, someone is watching… and counting, and…

Privacy for sale and rent- click here

http://www.pcworld.com/article/192648/browser_fingerprints_a_big_privacy_threat.html

Test your browser for unique identifiers without the risk: The Electronic Frontier Foundation, a privacy advocacy group, has set up an interesting online experiment at Panopticlick.eff.org. Panopticlick gathers little de tails about your browser and computer, mostly using Javascript. In my case, the information it gathered about my browser was enough to uniquely identify my surfing software out of more than 650,000 visitors.

Disney Animation

Imagine, if you will, what it's like to be an animator. Films are projected at 24 frames per second. For a 90-minute film, that's over 129,000 individual frames. Characters are drawn separately and then put together, and placed over painted backgrounds. The work requires talented artists, but they cannot deviate from the structured manner of drawing the characters.

http://www.timburtoncollective.com/bio.html

Every screen/interaction is spying on you Are you a good big brother – bad big brother

Less and less things are happening by accident … at least not twiceGood big brother: choreograph experience for best outcome

Continuous testing – failing fast – identifying genius is competitive advantage

Customer Worthy in 2012? (part 5)

Continue to Part 6 of 6: Customer Experience Framework (CxC Matrix repeated)Algorithms for 2012 (algorithm wrapped in App wrapped in game 20 questions)Customer Experience Algorithm (predicts what customers will do, when….and what

they will not do)2012-13 Year of Customer Geniuses Customer Frameworks + Algorithms + Customer

Geniuses; Summary & Additional PredictionsFeed Passion & Creativity in Structure Customer Worthy @ Each Touch