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THE BIG SHIFT The 3 Phases of Customer Behaviour Disruption @brettking
THE BIG SHIFTThe 3 Phases of Customer Behaviour Disruption
@brettking
1 Internet givesControl & Choice
THE BIG SHIFTThe 3 Phases of Customer Behaviour Disruption
“We’re living in a world of mouth world...”
Gary Vaynerchuk
I trust my network more than I trust your brand...
THE BIG SHIFTThe 3 Phases of Customer Behaviour Disruption
2
Mobility givesAnywhere & Anytime
Mobility Usability
0
1000000
2000000
3000000
4000000
5000000
Aug-07Oct-07Dec-07Feb-08 Apr-08 Jun-08 Aug-08 Oct-08 Dec-08 Feb-09 Apr-09 Jun-09 Aug-09 Oct-09 Dec-09 Feb-10 Apr-10
Take up of Bank of America Mobile (App Phone) Internet Banking
16
Behavioral Shift97% own a computer
94% own a mobile phone
76% use Instant Messaging
15% of IM users are logged on 24/7
34% use websites as their primary source of news
28% author a blog and 44% read blogs
49% download music using peer-to-peer file sharing
75% of college students have a Facebook account
60% own some type of portable music and/or video device such as an iPod
Source: Heidi Przybyla "Obama's `Youth Mojo' Sparks Student Activism, Fueling Campaign", Bloomberg.com (May 7,2007) Source: Generation Y, Business Week, February 15 1999
THE BIG SHIFTThe 3 Phases of Customer Behaviour Disruption
3MobilePayments gets us
Ubiquitous & Cashless
Who is in charge of phasing out cheques?
Why don’t we give our customers mobile phones instead of checking accounts?
© COPYRIGHT 2010 SAPIENT CORPORATION | CONFIDENTIAL
FaceTime Camera
*iPhone 5 uses iTunes credit to enable your wallet for payments
Who needs plastic when you can pay with your iPhone?*
Contactless iWalletNo more plastic
Biometric Strip Home Button Microphone
Sturdy Titanium and Glass
DesignAMOLED Screen4G Data Speed
Removable Battery
Standard Headphone Jack
12 Megapixel Camera
Camcorder Function
64 GB Capacity
Messaging Light
CO
NC
EP
T A
RTW
OR
KThe All New iPhone: With Payments capability
GOOGLE ANDROID 2.3 LAUNCHING WITH NFC NEXT MONTH?
“GINGERBREAD” HAS NATIVE NFC PAYMENT CAPABILITY
SAMSUNG TO BRING FIRST DEVICE TO MARKET BEFORE YEAR-END
“TAP AND PAY" METHOD OF PURCHASING "COULD REPLACE
YOUR CREDIT CARD." -ERIC SCHMIDT, GOOGLE CEO
Hot mortgage deals*Citibank offset 6.5% 14 years ★★★☆☆HSBC Fixed Rate 5.75% 18 years ★★★☆☆Bank of America 5.65% 18 years ★★★★☆
More deals
*Based on 30% deposit and mean value of houses in street $765,452
THE BIG SHIFTPoint-of-Impact
Ad impressions per day(based on 100 Million units sold)
1 Billion iAd
DataWho?When?Why?How?
Where?
Simplicity
THE BIG SHIFTIt’s not about channel, it’s not about technology
