Bookable Rich Media Ads 
Sunday, July 6, 2008, 10:02 PM - Mobile Banking, Business Innovation, Channel Management, Brands, Technology




This format offers a great way for Advertisers to meaningfully engage their audience.

Spongecell, makes online calendars with social features, has launched Spongecell Rich Media Ads. These ads offer a new way for advertisers to connect with people and provide some functional value at the same time. People can view Ads about an upcoming product launch, event, or TV show, and are able to add it to their calendar/social network/mobile device and invite friends without leaving the ad unit!

The example above appears to be an ad for a music event, but this format offers plenty of potential to any promotions with date/time relative information, promotions, coupons with dates, etc. To quote Spongecell, "We’re adding our Add to Life technology to a standard IAB advertisement to make it easy for a consumer to easily move relevant content from an advertisement into the tools they use every day - Calendar, Social Network, Mobile device or home page - think of it as a bookmark for an online campaign."
  |  permalink

American Apparel, Enter New Retail Dimension 
Sunday, June 18, 2006, 08:13 PM - Mobile, Mobile Banking, Business Innovation, Channel Management, Design - (UX), Brands, , , Retail Experience



American Apparel are opening a new store in Second Life, a virtual retail space.
Springwise report that the store, set on a private island within Second Life, was designed by Aimee Weber, a Second Life resident and designer, in conjunction with American Apparel's own architect. The store will sell 20 familiar American Apparel items for avatars, including the women's jersey polo dress. The company will charge a token sum of about USD 1 per item. It's (surprisingly!) the first 'real world' retailer to set up shop in Second Life.


  |  permalink

Banking on 'better customer experience'  
Saturday, June 10, 2006, 07:13 PM - Mobile, Mobile Banking, Business Innovation, Customer Experience, Design - (UX), Brands, , , Cross Channel Marketing, Retail Experience, Technology,


David Polinchock, in his blog The Experience Economist on a story run by NBC station in New York on how banks are changing to create a better in branch experience. The article points out that the driver behind these kinder, gentler banks is fierce competition. Radical new design of branches and services create new levels of experience and relationship with the banks customers. Amenities like childrenís play areas, cafÈís, more open spaces, and free standing tables for interacting with bank staff etc. They appear to be proving some value, the manager gave a compelling argument for the need to create better experiences:

An average bank in the suburbs will do about $1.5 million a month is deposits. In the first 25 weeks with our new branch, we've done $1 million a week. This roughtly translates to, the traditional branch doing about $9.4 million over 25 weeks, versus the $25 million they've done in the new branch.

See the whole article here

Also see an article in BAI , by the Bank of Smithtowns Executive Vice President and Chief Retail Officer John Romanoextract: ìYou have to find a way to differentiate yourself, and for us, that was through branch design.î



ALSO SEE DEUTSCHE BANKS 'QIIO'; BANK OF THE FUTURE



CScouts reports on Deutsche Banks new pilot branch, named Q110. Finally somebody thought about banking of the future and how to present financial services in a more innovative and customer friendly way. In addition to regular bank operations, this distinctive complex houses an exhibition space, a trend shop, a reading corner, childrens play area, and a cafe.

For full details click here and link through to images



  |  permalink

Nike+iPOD - a product or a service system, or both? 
Friday, May 26, 2006, 05:13 PM - Mobile, Mobile Banking, Business Innovation, Customer Experience, Cross Channel Marketing, Technology,


The Nike+iPOD strategic alliance got me thinking about the boundaries of brand extendibility, and a survey that Cheskin did last year on the extendibility of global brands and categories. see: Cheskin Brand Extendibility Survey (pg 17 for the category info) It just happens that athletic and consumer electronic categories extend quite well.

We've seen plenty of examples of strategic alliances with varying degrees of success, see: Trend Watching, Branded Brands for many examples. What I found interesting about Nike+Apple is the production of a new product-service (an extension of an existing function- shoe, music) utilising the best of their core competencies. All in a category that neither brands would extend to as successfully on their own. In Nike's case I loosely perceive their competency as something like 'sports fitness' and in the iPOD case 'portable technology', and they've created a 'sports technology appliance' (a sports bio sensor and monitor) that competes in a market where there is many specialised developers of such products. There is real value in the way that the Nike+iPOD has extended use of existing products (shoe, ipod) that have other useful functions beyond just this application. They've also defined their individual brand competencies well within the alliance to retain brand authenticity and integrity.

Where I got to and what I really like about this outcome is the design of a new 'product-service-system' or service function, that has been enabled through an alliance of technology, know-how and brand positioning. I don't know how the Nike+iPOD compares to other products of this type but I really like this platform thinking and it would be great to see more alliances that create useful multifunctional services, rather than product-centric, single function innovations. This sort of thinking could have great benefits for the planet and with the right business models they'll make money, so double good! And as a brand extension it has avoided complexity around the offering and in doing so has avoided brand confusion.
Nike+
Apple iPOD

  |  permalink   |  related link

Service Design Podcast from Northumbria  
Tuesday, May 23, 2006, 06:51 PM - Mobile, Mobile Banking, Business Innovation, Channel Management, Customer Experience, Service Design, , , Cross Channel Marketing, Retail Experience, ,
ISDN International Service Design Northmbria hosted a colloquium in March on issues around designing services, and I've finally had a chance to listen to the Podcasts. The speaker line-up included Tim Brown from IDEO, Andrea Cooper from the Design Council UK, Chris Downs from Live/Work, Steven Kyffen from Philips, and Oliver King from Engine Group. Design.

I've listed some of the really interesting Podcast sessions below, they are worth listening too. Tim Brown spoke of methodologies for approaching design, including services, and some interesting points on story telling and communicating the stories. Chris Downs spoke of the huge potential and value that can be derived from service design and service systems. Andrea Cooper picked up on some of these points also - we can take a more holistic approach to deliver to peoples needs and desires. More products is often not the answer - and the real value is often 'experienced'; though the service component i.e IPOD the customer adding favourite music. Steve Kyffen raised some good points about the complexity of designing services. They are time based and evolve well beyond the point of sale, and experienced differently every time. It requires new business models and with that new design and marketing mindsets.

You can can download ISDN Podcasts here

Service Innovation through Design Thinking from Tim Brown, CEO of IDEO

Signposts for the Next Decade from Dr. Andrea Cooper, Head of Design Knowledge, Design Council

Pioneering Service Design from Chris Downs, Partner, Live/Work

Objects of Service - From Subjects to Objects and Back Again from Prof. Steven Kyffin, Global Head of Design Research, Philips Design

Better Services, Happier Customers, Oliver King Engine Group.

and much more...


  |  permalink   |  related link

Making Meaning: how successful businesses deliver meaningful customer experiences 
Thursday, May 11, 2006, 06:36 PM - Mobile, Mobile Banking, Business Innovation, Customer Experience, Brands, Retail Experience,
An interesting series of Podcasts from Lunar Design. Icon-o-Cast explores and demystifies the world of design.

The latest on 'MAKING MEANING'; is worth checking out.

In a market economy characterized by commoditized products and global competition, how do companies gain deep and lasting loyalty from their customers? The key, argues author Steve Diller, is in providing meaningful customer experiences.

In this episode of Icon-o-Cast, Lunar's John Edson talks with Steve, a partner at Cheskin Research and co-author of Making Meaning: How Successful Businesses Deliver Meaningful Customer Experiences.

Listen - http://www.lunar.com/podcast/index.html
Subscribe - http://www.lunar.com/pressroom/podcast/podcast.xml


  |  permalink   |  related link

Customer Experience - it's a branding tool? 
Saturday, May 6, 2006, 06:22 PM - Mobile, Mobile Banking, Business Innovation, Brands, , Smart Space, , ,

There are two kinds of CEOs. Those who only aim to deliver numbers and others who swear that ìCustomer Experience is brandingî

Let us see what do customers experience. Read on..

Link to the article on - The Three 'Ds' of Customer Experience: Marketing: HBS Working Knowledge

QUOTE
A recent Bain & Company survey reveals just how commonly companies misread the market. We surveyed 362 firms and found that 80 percent believed they delivered a ìsuperior experienceî to their customers. But when we asked customers about their own perceptions, we found that they rated only 8 percent of companies as truly delivering a superior experience. Clearly, it is easy for leading companies to assume they're keeping customers happy; itís quite another thing to achieve that kind of customer devotion.

ENDQUOTE
Are you surprised? Arenít we ourselves customers buying things or services? How often we get a feeling that we are really buying?

We know the ground reality.

We should also know by now that it takes much much more than marketing people and wild creativity to create and sustain customer experience. We should know that it takes leadership, strategy and supporting business processes that enable talented employees.

And that is quite some hard work. It takes months.. years. It involves business transformation.

Original Post: http://purple-stream.com/blog/?p=19


  |  permalink

IDEOs Smart Space group - effective processes for creating tangible consumer experiences 
Sunday, April 23, 2006, 05:56 PM - Mobile, Mobile Banking, Business Innovation, Design - (UX), Cross Channel Marketing,
link to PDF of NY Times article

The New York Times Sunday Business reports on IDEO's approach to spacial and enviromental design and the 'Smart Space' group. They take on projects ranging from hotels, office space to redevelopment of urban space and take an innovative approach.

They start with a 'deep dive'; a process involving Smart Space designers, anthroplogists and researchers to build understanding of what users really think and what really underlies their motivations and actions.

They design for activity as much as for space. This is the really valuable angle that IDEO are bringing. There processes are drawing out insights to create informed strategy and concepts that can be prototyped and tested. They can then take the most appropriate design direction for the projects and work with architects and designers to get it implemented.

It's a good process and current reports indicate the results speak for themselves - see the article.

  |  permalink   |  related link