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Jan 17, 2023 •346 likes •539 views

hello. GORDON CHRISTIANSEN Highlands COO gordon@thinkhighlands.com CUSTOMER 4.0: ARE YOU READY FOR MODERN COMMERCE? WHAT DO I KNOW ABOUT THE MODERN CONSUMER? CUSTOMER 4.0: ARE YOU READY FOR MODERN COMMERCE? Defining Customer 4.0 WHATS

  1. hello. GORDON CHRISTIANSEN Highlands COO gordon@thinkhighlands.com CUSTOMER 4.0: ARE YOU READY FOR MODERN COMMERCE?

  2. WHAT DO I KNOW ABOUT THE MODERN CONSUMER?

  3. CUSTOMER 4.0: ARE YOU READY FOR MODERN COMMERCE?

  4. Defining Customer 4.0 WHAT’S The Journey to Modern Commerce 4 Questions to Prep your Business COVERED Barriers to Change Envisioning Customer 5.0

  5. this is an AND story not an OR story

  6. CUSTOMER 1.0 Pre 1950’s • Low choice • Customers were just happy to get the product • Power = Production + Distribution • People moved but weren’t mobile

  7. CUSTOMER 2.0 1950 – 2000 • Customer 1.0 AND • Post- WWII consumerism • Print + Radio + Television • Marketing takes over: • Brand identities • Creates differentiation • Stimulates demand & choice

  8. CUSTOMER 3.0 2000 – 2015 • Customer 1.0, 2.0 AND • Globalisation • Internet • Customer Experience drives loyalty and retention • Customisation

  9. CUSTOMER 4.0 2015 + • Customer 1.0, 2.0, 3.0 AND • Outcome driven • Vast choices • Personalisation • Influencing • Everyone’s a publisher

  10. Customer Customer Customer Customer 1.0 2.0 3.0 4.0 PRODUCT LED DEMAND LED EXPERIENCE LED CUSTOMER LED “I want a product “I want a brand which “I want a captivating “I want a means to What do achieve my goal .” which meets my I can trust and helps and personalized customers needs.” fulfill my dreams.” customer want? experience .” “Go where the Provider “Get the customer to come to us.” customer is.” perspective

  11. WHAT’S DRIVING THE CHANGE? SELF-DRIVE 2000 2015 2003 1991 1800s 1960’s 2014 2012 2000 1990 1992 2007 1920 2004 2011 2003 2003 1979 2011 1994 2005 2010 2006

  12. ARE YOU READY TO MEET THE NEEDS OF THE 21 ST CENTURY CONSUMER? The modern consumer wants to be able to purchase from you Anytime. Anywhere. Anyhow.

  13. IS YOUR BRAND LOOK, FEEL AND MESSAGE CONSISTENT ACROSS ALL TOUCHPOINTS?

  14. CAN YOUR CUSTOMER PURCHASE YOUR PRODUCT VIA ALL DIGITAL INTERACTIONS?

  15. DOES YOUR SUPPLY CHAIN ALLOW FOR SUPER FAST DELIVERY?

  16. IS YOUR POINT-OF-PURCHASE CONTENT DEVELOPED WITH CUSTOMER 4.0 IN MIND? Our Beliefs At Peel, we create products that are unobtrusive and minimal. Here’s why: As humans, we take on too much. It could be stuff, social obligations, work, clutter, etc. Ultimately there’s a cost to taking on too much – it takes away from our time, resources, and attention towards what truly matters to us. What’s important to you will differ from the next person. That’s what makes us all unique. We believe that whatever you’re pursuing, be intentional about it. What does that mean? Being intentional is about 1. Being crystal clear on what is important to you Cutting out what isn’t important to you (the 2. difficult part) 3. Going after what you value with great vigilance

  17. Think Big. Start Small. Scale Fast.

  18. CUSTOMER 5.0 2020 - ? What’s next? • 5G • AR / VR • 3D Printing • Wearable technologies • Robotics • AI

  19. THANKS

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