The new consumer doesn’t know how to drive but drives all the time. She seeks the comfort of a stranger's house more than her own. She builds queues but never stands in them. Her closet is scant but her sartorial sense unending. She is the consumer of the future. It is the job of brands to understand how she will connect, create, escape, work and live in the future.
But just as the consumer looks nothing like the past, so too are brands shifting their image. Media companies brew beer, while beer companies open hotels. Hotels now launch designer apparel brands, while luxury apparel brands sell sneakers and metrocards. Verticals are a vestige from a period where incumbent brands held power over customers.
As a brand you must ask yourself, are you a stepping stone to an experience or are you providing the experience yourself? Are you saving your customer’s attention or asking that they spend it? Failure to save or spend attention means you're likely wasting it. Wasted attention is unforgivable. It's time for new rules of customer engagement.
What does it take to see the things that others miss? In this talk, we try to understand the future of the customer experience and learn the unexpected habits to curate ideas and see what others miss. Using a simple set of guidelines, we can completely transform the way that innovation happens, and how new ideas are fostered, communicated and acted upon. This new process will have you saving, curating and learning to leverage your company's best ideas to maximize the customer experience.
- What has driven customer expectations around attention saving so high?
- Three ways to save your customer's attention
- How can your customer experience outpace expectations?
6:00 - 7:00 PM: Networking
7:00 - 8:00 PM: Panel Discussion
8:00 - 9:00 PM: Networking
Wednesday, August 9, 2017
325 Pacific Avenue
San Francisco, CA 94111