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An Age of Uncertainty‘Italy relies on external resources and the life of the Roman people is tossed daily on the uncertainties of sea and storm’
TACITUS
Predicting the Future
“There are many methods for predicting the future. For example, you can read horoscopes, tea leaves, tarot cards, or crystal balls. Collectively, these methods are known as “nutty methods”.
Or you can put well-researched facts into sophisticated computer models, morecommonly referred to as “a complete waste of time”.
Today’s Focus
• The difference between: – Trends– Drivers– Paradigms
• Key Tourism trends, drivers and paradigms• Recommended responses for Australia
Tourism
CONNECTIVITY
INFORMATION and COMPLEXITY
1.5 billion Mobile phones
1.2 billion web users
108 million web sites
100 million blogs
6 billion people
9 billion people
More Connectivity = More Complexity
CONNECTIVITY
VOLATILITY & UNCERTAINTY
TRENDS
PARADIGMS
DRIVERS
Where Should leaders Focus Their Attention?
TRENDS
DRIVERS
PARADIGMS
Most damage comes from from what you can’t see coming at you on the surface
More Product, More Choice, More Competition
•TNS Media Intelligence has 2 million brands in its database, growing at over 10% per year
•Personal branding and self-employment potentially put that number in the billions
•Add in the impact of eBay and Craigslist
•Add in Virtual Worlds – Second Life
What do you get? Saturation and Numbness!
More Media, More Traditional Channels
1960 2003 *
Radio Stations 4400 13,500
Magazine Titles 8,400 17,300
Channels per home
5.7 82.4
* Before digital radio and podcasting, Not counting blogs, face book and myspace pages
200,000,000 blogs
1.5 million residents
>100,000,000 videos(65,000/day)
www.ebay.com 21 Nov 200614,463,346 auctions
Almost 4,000,000 articles(10 languages)
33,347,000 profiles
60 million members
More New Channels
More Importantly, We have less Trust
76% of consumers don’t trust brands (Yankelovich)
80% of US shoppers place more trust in brands that offer ratings and reviews than those that don’t
75% of shoppers stated that it was extremely or very important to read customer reviews.
Peer reviews are preferred over expert reviews by a 6 to 1 margin.
Source: FutureLab
Less Attention
• In 1965, 80% of 18-49 year-olds in the US could be reached with three 60-second TV spots. In 2002, it required 117 prime-time commercials to do the same.” (Jim Stengel, Global Marketing Officer, P&G)
• Big Six study (US): People with PVR’s watch 12% more TV, yet 90% of them adskip (Germany : 88.2%)
• 78.2% of Germans are irritated by advertising, only 24% actually still watches it (GfK Marktforschung)
• 54% of US consumers avoids products & services which “overwhelm” with advertising (Yankelovich Partners)
• 85% of Chinese stop watching TV during commercial breaks. More than half change the channel, while the rest do housework, eat, chat or use the bathroom. (McKinsey & Co.)
Source: FutureLab
Blind FaithCollectivismCommand
Reasoned FaithElective Collectivism
Contract
People are saying: “I can no longer rely on a single source of information. The omniscient, all-powerfull source – whether a news anchor, doctor, CEO
or government official – is gone.
Edelman Trust Barometer, 2006
While institutional trust is eroding
Source: FutureLab
THERE IS STILL ONE TRUSTED MEDIUMLEFT IN THE WORLD
MY FRIENDS – THEIR FRIENDS – AND ALL THOSE WE COLLECTIVELY RESPECT
So Whom Do we Trust?
Source: FutureLab
33%
61%55%
51%
2003 2004 2005 2006
A person like yourself or a peer
Edelman Trust Barometer 2006When forming an opinion of a company, how credible would the information be from …
%
Academic 62
Doctor or similar 62
Person like yourself/peer 61
Financial Analyst 58
NGO Rep 58
Accountant 53
Lawyer 36
Regular employee 33
CEO 29
Union 19
Entertainer 17
PR person 16
Blogger 15
People Trust People
Source: FutureLab
This is not a “new hype” just an ignored reality
1955 Word-of-Mouth (WOM) is 7x more effective than newspaper advertising, 5x stronger than a personal sales pitch and 2x as effective as radio advertising
1967 36% of surveyed consumers reported learning of an innovation through word-of-mouth, while 48% reported being influenced by WOM when making a purchase decision
2001 Diffusion studies found that WOM is 10x more effective than media advertising
2006 61% trust other people like themselves (as media) - Edelman Trust Barometer, 2006
Source: FutureLab
Top 3 Purchase Influencers %In-store Sales Associate 49
In-store demonstration 36
Word-of-mouth from family & friends 33
Newspaper Coupons 25
Internet 21
Product/Company Information 16
Retailer information 14
Other 14
Magazines 4
TV 4
Radio 3
Good ExperienceI tell 4 people
Anonymous Case: UK Consumer
Electronics
Bad ExperienceI tell 18 people
Average Sale£ 230
WOM - It Works!
Source: FutureLab
UK FRA DEU ITA ESP
Quality of products & services 2 1 1 1 1
Attentiveness to customer needs 1 1 2 2 2
Fair pricing for products & services 3 4 7 3 3
Good employee and labour relations 5 3 3 4 4
Strong financial performance 6 7 9 5 6
Socially responsible activities 7 5 5 5 6
Well-known corporate brand 4 6 8 7 5
Dialogue with all stakeholders 8 8 6 8 9
A visible CEO 9 8 4 9 8
Employee or CEO blogs 10 10 10 10 10
Based on: Edelman Trust Barometer, 2006 – attributes for building trust
The key drivers for trust & closeness are “quality & service”
Source: FutureLab
1. Open Source Technology
Interoperability – software that talked
Mix ‘n Match software
From “web services” to widgets
DestiCorp Paper – “Why web services will turn the industry on its head and why that’s a good thing!” 2002
Everyone can become an Intermediary
Generational Influencers
• Boom – the Baby Boomers– Born 1945 – 1963– Born into an analogue world; adjusting to a digital world
• Bust – Generation X– Born 1963 – 1975– Grew up with TV, mass media. PC’s– The new “sandwich” generation
• Echo – Generation Y, Net Gen– Grew up with computers; Net arrived in their teens– Mobile phone an essential– Think & Act completely differently to parents
Know them Not as “Y” but “C” generation
•Connected
•Creative
•Customise
•Community
•Collaborative
•Concerned
•Content
Semi-amateurs start to “play for real”
NEWS MEDIA
BBC Newlsline Ticker 19,550 /millionCNN 18,600New York Times 8,740Drudge Report 4,210Washington Post 3,755Reuters Online 3,680Guardian Unlimited 2,985Al Jazeera 2,925Wall Street Journal 1,995Le Monde 990The Huffington Post 959The Economist 740Daily Kos (State of theNation) 722Crooks&Liars (John Amato) 525
Xu Jing Lei 56,750/million
1,000-4,000comments per
article
Blogs vs. Mainstream News Media : Early days, yet traffic is growing
Every Citizen is a Reporter
3. Power Shift
We’ve talked about this for years
Not done much to truly treat customer as king
Technology now enables a change in approach
3. Traditional Marketing is Dead
•Mass Marketing is dead - long live the customer
•CRM is dead – long live customer-managed relationship building
•Where is Value Created and By Whom?
•PUSH is giving way to PULL
•SELLING is being replaced with SUPPORTING
•DOING will be secondary to ENABLING
•Build the ECOSYTEM, creation the CONDITIONS for Emergence to happen…
•SEGMENTS shrinking to segments of one
5. Other Key Drivers to Worry About
•Environment
•Energy
•Water
•Security
•Consumer Values
•Government responses
1. Destroy and rebuild your marketing model
• Think like a colonizing organism not a machine
• Break down boundaries, engage all aspects of Australia
• Enable More, DO less!• Put Customers as the Sun in your
universe
FANTASY
EXPERIENCE
MEMORY
BEFORE
DURING
AFTER
RETURN
RECOMMEND
Virtual Virtual
Real
2. Show Your CARE. Full Circle Marketing
3. Learn to Let GO!
• Turn your business over to your customers
• Engage residents – personal and business
• Create the conditions for creativity to emerge