Making The Rubber Meet The Road Throughout The Buyers Journey · Your Present Reality Financial...
Transcript of Making The Rubber Meet The Road Throughout The Buyers Journey · Your Present Reality Financial...
![Page 1: Making The Rubber Meet The Road Throughout The Buyers Journey · Your Present Reality Financial Metric Growth Rate (Y/Y Through Q1 2017) Transportation Ranking S&P 500 Ranking CapEX](https://reader034.fdocuments.us/reader034/viewer/2022042218/5ec455665cc3ee018f0dc0f1/html5/thumbnails/1.jpg)
Making The Rubber Meet The Road Throughout The Buyers
Journey
![Page 2: Making The Rubber Meet The Road Throughout The Buyers Journey · Your Present Reality Financial Metric Growth Rate (Y/Y Through Q1 2017) Transportation Ranking S&P 500 Ranking CapEX](https://reader034.fdocuments.us/reader034/viewer/2022042218/5ec455665cc3ee018f0dc0f1/html5/thumbnails/2.jpg)
“CX”
![Page 3: Making The Rubber Meet The Road Throughout The Buyers Journey · Your Present Reality Financial Metric Growth Rate (Y/Y Through Q1 2017) Transportation Ranking S&P 500 Ranking CapEX](https://reader034.fdocuments.us/reader034/viewer/2022042218/5ec455665cc3ee018f0dc0f1/html5/thumbnails/3.jpg)
Source: Gerd Leonhard www.futuristgerd.com
![Page 4: Making The Rubber Meet The Road Throughout The Buyers Journey · Your Present Reality Financial Metric Growth Rate (Y/Y Through Q1 2017) Transportation Ranking S&P 500 Ranking CapEX](https://reader034.fdocuments.us/reader034/viewer/2022042218/5ec455665cc3ee018f0dc0f1/html5/thumbnails/4.jpg)
“In the next 20 years humanity will experience more change than the prior 300 combined.” ~Gerd Leonhard
![Page 5: Making The Rubber Meet The Road Throughout The Buyers Journey · Your Present Reality Financial Metric Growth Rate (Y/Y Through Q1 2017) Transportation Ranking S&P 500 Ranking CapEX](https://reader034.fdocuments.us/reader034/viewer/2022042218/5ec455665cc3ee018f0dc0f1/html5/thumbnails/5.jpg)
Your Present RealityFinancial Metric Growth Rate
(Y/Y Through Q1 2017)Transportation Ranking S&P 500 Ranking
CapEX +25.78% #1 #15
Revenue +13.08 #1 #44
Operating Income
-2.51% #3 #75
Free Cash Flow -0.68% #5 #89
Source: http://csimarket.com/Industry/industry_growth_rates.php?capx&ind=1101
![Page 6: Making The Rubber Meet The Road Throughout The Buyers Journey · Your Present Reality Financial Metric Growth Rate (Y/Y Through Q1 2017) Transportation Ranking S&P 500 Ranking CapEX](https://reader034.fdocuments.us/reader034/viewer/2022042218/5ec455665cc3ee018f0dc0f1/html5/thumbnails/6.jpg)
Digital Transformation Investments
Source: CIO STUDY 2016 KPMG https://assets.kpmg.com/content/dam/kpmg/xx/pdf/2016/10/cio-survey-2016-transport-logistics.pdf
![Page 7: Making The Rubber Meet The Road Throughout The Buyers Journey · Your Present Reality Financial Metric Growth Rate (Y/Y Through Q1 2017) Transportation Ranking S&P 500 Ranking CapEX](https://reader034.fdocuments.us/reader034/viewer/2022042218/5ec455665cc3ee018f0dc0f1/html5/thumbnails/7.jpg)
Digital Transformation Investments
Source: CIO STUDY 2016 KPMG https://assets.kpmg.com/content/dam/kpmg/xx/pdf/2016/10/cio-survey-2016-transport-logistics.pdf
![Page 8: Making The Rubber Meet The Road Throughout The Buyers Journey · Your Present Reality Financial Metric Growth Rate (Y/Y Through Q1 2017) Transportation Ranking S&P 500 Ranking CapEX](https://reader034.fdocuments.us/reader034/viewer/2022042218/5ec455665cc3ee018f0dc0f1/html5/thumbnails/8.jpg)
Digital Transformation Vulnerabilities
Source: CIO STUDY 2016 KPMG https://assets.kpmg.com/content/dam/kpmg/xx/pdf/2016/10/cio-survey-2016-transport-logistics.pdf
![Page 9: Making The Rubber Meet The Road Throughout The Buyers Journey · Your Present Reality Financial Metric Growth Rate (Y/Y Through Q1 2017) Transportation Ranking S&P 500 Ranking CapEX](https://reader034.fdocuments.us/reader034/viewer/2022042218/5ec455665cc3ee018f0dc0f1/html5/thumbnails/9.jpg)
Good Enough No Longer Is...
![Page 10: Making The Rubber Meet The Road Throughout The Buyers Journey · Your Present Reality Financial Metric Growth Rate (Y/Y Through Q1 2017) Transportation Ranking S&P 500 Ranking CapEX](https://reader034.fdocuments.us/reader034/viewer/2022042218/5ec455665cc3ee018f0dc0f1/html5/thumbnails/10.jpg)
“In the transportation sector, an overall digital strategy is often missing, especially when compared to other
sectors... Companies should focus on shifting away from their core business and external solutions, and should
instead try to develop their own tailored IT offerings, in order to decrease vulnerability and the negative impacts of disruption. A comprehensive digital strategy should
be the starting point for these activities.”
~Steffen Wagner KPMG; Global Chair-Transport & Logistics
![Page 11: Making The Rubber Meet The Road Throughout The Buyers Journey · Your Present Reality Financial Metric Growth Rate (Y/Y Through Q1 2017) Transportation Ranking S&P 500 Ranking CapEX](https://reader034.fdocuments.us/reader034/viewer/2022042218/5ec455665cc3ee018f0dc0f1/html5/thumbnails/11.jpg)
WE THINK IN PICTURES
![Page 12: Making The Rubber Meet The Road Throughout The Buyers Journey · Your Present Reality Financial Metric Growth Rate (Y/Y Through Q1 2017) Transportation Ranking S&P 500 Ranking CapEX](https://reader034.fdocuments.us/reader034/viewer/2022042218/5ec455665cc3ee018f0dc0f1/html5/thumbnails/12.jpg)
12 Steps To Align On The Roadmap
![Page 13: Making The Rubber Meet The Road Throughout The Buyers Journey · Your Present Reality Financial Metric Growth Rate (Y/Y Through Q1 2017) Transportation Ranking S&P 500 Ranking CapEX](https://reader034.fdocuments.us/reader034/viewer/2022042218/5ec455665cc3ee018f0dc0f1/html5/thumbnails/13.jpg)
Get Real-Real Quick
1
![Page 14: Making The Rubber Meet The Road Throughout The Buyers Journey · Your Present Reality Financial Metric Growth Rate (Y/Y Through Q1 2017) Transportation Ranking S&P 500 Ranking CapEX](https://reader034.fdocuments.us/reader034/viewer/2022042218/5ec455665cc3ee018f0dc0f1/html5/thumbnails/14.jpg)
Sanity Through Focus
2
![Page 15: Making The Rubber Meet The Road Throughout The Buyers Journey · Your Present Reality Financial Metric Growth Rate (Y/Y Through Q1 2017) Transportation Ranking S&P 500 Ranking CapEX](https://reader034.fdocuments.us/reader034/viewer/2022042218/5ec455665cc3ee018f0dc0f1/html5/thumbnails/15.jpg)
Moments of TruthEmpathy Mapping
Touch Points
![Page 16: Making The Rubber Meet The Road Throughout The Buyers Journey · Your Present Reality Financial Metric Growth Rate (Y/Y Through Q1 2017) Transportation Ranking S&P 500 Ranking CapEX](https://reader034.fdocuments.us/reader034/viewer/2022042218/5ec455665cc3ee018f0dc0f1/html5/thumbnails/16.jpg)
Be Fearlessly Truthful
3
![Page 17: Making The Rubber Meet The Road Throughout The Buyers Journey · Your Present Reality Financial Metric Growth Rate (Y/Y Through Q1 2017) Transportation Ranking S&P 500 Ranking CapEX](https://reader034.fdocuments.us/reader034/viewer/2022042218/5ec455665cc3ee018f0dc0f1/html5/thumbnails/17.jpg)
![Page 18: Making The Rubber Meet The Road Throughout The Buyers Journey · Your Present Reality Financial Metric Growth Rate (Y/Y Through Q1 2017) Transportation Ranking S&P 500 Ranking CapEX](https://reader034.fdocuments.us/reader034/viewer/2022042218/5ec455665cc3ee018f0dc0f1/html5/thumbnails/18.jpg)
Experience Marketing Framework
![Page 19: Making The Rubber Meet The Road Throughout The Buyers Journey · Your Present Reality Financial Metric Growth Rate (Y/Y Through Q1 2017) Transportation Ranking S&P 500 Ranking CapEX](https://reader034.fdocuments.us/reader034/viewer/2022042218/5ec455665cc3ee018f0dc0f1/html5/thumbnails/19.jpg)
GreatCX
Strategy
TacticsData
Purpose People
Process
Purpose Focused Strategy. Human-Centric Tactics. Data-Fed Iterations.
![Page 20: Making The Rubber Meet The Road Throughout The Buyers Journey · Your Present Reality Financial Metric Growth Rate (Y/Y Through Q1 2017) Transportation Ranking S&P 500 Ranking CapEX](https://reader034.fdocuments.us/reader034/viewer/2022042218/5ec455665cc3ee018f0dc0f1/html5/thumbnails/20.jpg)
Great Customer Experience
Execution
Strategy
Research
Insights-Vision-Success
![Page 21: Making The Rubber Meet The Road Throughout The Buyers Journey · Your Present Reality Financial Metric Growth Rate (Y/Y Through Q1 2017) Transportation Ranking S&P 500 Ranking CapEX](https://reader034.fdocuments.us/reader034/viewer/2022042218/5ec455665cc3ee018f0dc0f1/html5/thumbnails/21.jpg)
ReliabilityInnovation
![Page 22: Making The Rubber Meet The Road Throughout The Buyers Journey · Your Present Reality Financial Metric Growth Rate (Y/Y Through Q1 2017) Transportation Ranking S&P 500 Ranking CapEX](https://reader034.fdocuments.us/reader034/viewer/2022042218/5ec455665cc3ee018f0dc0f1/html5/thumbnails/22.jpg)
The Insights Layer
Human Centric Design
Customer
ForcesCompetitorsSeeing around corners. Agile product development. Profiting from foresights.
![Page 23: Making The Rubber Meet The Road Throughout The Buyers Journey · Your Present Reality Financial Metric Growth Rate (Y/Y Through Q1 2017) Transportation Ranking S&P 500 Ranking CapEX](https://reader034.fdocuments.us/reader034/viewer/2022042218/5ec455665cc3ee018f0dc0f1/html5/thumbnails/23.jpg)
What Does Your Customer Need?
4
![Page 24: Making The Rubber Meet The Road Throughout The Buyers Journey · Your Present Reality Financial Metric Growth Rate (Y/Y Through Q1 2017) Transportation Ranking S&P 500 Ranking CapEX](https://reader034.fdocuments.us/reader034/viewer/2022042218/5ec455665cc3ee018f0dc0f1/html5/thumbnails/24.jpg)
Who Sets Customer Expectations?
5
![Page 25: Making The Rubber Meet The Road Throughout The Buyers Journey · Your Present Reality Financial Metric Growth Rate (Y/Y Through Q1 2017) Transportation Ranking S&P 500 Ranking CapEX](https://reader034.fdocuments.us/reader034/viewer/2022042218/5ec455665cc3ee018f0dc0f1/html5/thumbnails/25.jpg)
What Forces Are We Facing?
6
![Page 26: Making The Rubber Meet The Road Throughout The Buyers Journey · Your Present Reality Financial Metric Growth Rate (Y/Y Through Q1 2017) Transportation Ranking S&P 500 Ranking CapEX](https://reader034.fdocuments.us/reader034/viewer/2022042218/5ec455665cc3ee018f0dc0f1/html5/thumbnails/26.jpg)
Edelman Global Trust Barometer 2017: https://www.slideshare.net/EdelmanInsights/2017-edelman-trust-barometer-global-results-71035413
![Page 27: Making The Rubber Meet The Road Throughout The Buyers Journey · Your Present Reality Financial Metric Growth Rate (Y/Y Through Q1 2017) Transportation Ranking S&P 500 Ranking CapEX](https://reader034.fdocuments.us/reader034/viewer/2022042218/5ec455665cc3ee018f0dc0f1/html5/thumbnails/27.jpg)
More Forces:
Shutdowns
Mergers
New Alliances
De-Regulation
![Page 28: Making The Rubber Meet The Road Throughout The Buyers Journey · Your Present Reality Financial Metric Growth Rate (Y/Y Through Q1 2017) Transportation Ranking S&P 500 Ranking CapEX](https://reader034.fdocuments.us/reader034/viewer/2022042218/5ec455665cc3ee018f0dc0f1/html5/thumbnails/28.jpg)
![Page 29: Making The Rubber Meet The Road Throughout The Buyers Journey · Your Present Reality Financial Metric Growth Rate (Y/Y Through Q1 2017) Transportation Ranking S&P 500 Ranking CapEX](https://reader034.fdocuments.us/reader034/viewer/2022042218/5ec455665cc3ee018f0dc0f1/html5/thumbnails/29.jpg)
The Vision Layer
Purpose Focused Strategy
Goals
ScopeTouch PointsAligning goals to needs. Prioritizing to a schedule. Calibrating to scope.
![Page 30: Making The Rubber Meet The Road Throughout The Buyers Journey · Your Present Reality Financial Metric Growth Rate (Y/Y Through Q1 2017) Transportation Ranking S&P 500 Ranking CapEX](https://reader034.fdocuments.us/reader034/viewer/2022042218/5ec455665cc3ee018f0dc0f1/html5/thumbnails/30.jpg)
Give’em What They Want And You’ll Get What You Need
7
![Page 31: Making The Rubber Meet The Road Throughout The Buyers Journey · Your Present Reality Financial Metric Growth Rate (Y/Y Through Q1 2017) Transportation Ranking S&P 500 Ranking CapEX](https://reader034.fdocuments.us/reader034/viewer/2022042218/5ec455665cc3ee018f0dc0f1/html5/thumbnails/31.jpg)
Document The Journey. Quick Wins and Pain Points
8
![Page 32: Making The Rubber Meet The Road Throughout The Buyers Journey · Your Present Reality Financial Metric Growth Rate (Y/Y Through Q1 2017) Transportation Ranking S&P 500 Ranking CapEX](https://reader034.fdocuments.us/reader034/viewer/2022042218/5ec455665cc3ee018f0dc0f1/html5/thumbnails/32.jpg)
Calibrate Scope- One Checkbook
9
![Page 33: Making The Rubber Meet The Road Throughout The Buyers Journey · Your Present Reality Financial Metric Growth Rate (Y/Y Through Q1 2017) Transportation Ranking S&P 500 Ranking CapEX](https://reader034.fdocuments.us/reader034/viewer/2022042218/5ec455665cc3ee018f0dc0f1/html5/thumbnails/33.jpg)
Implement Design Thinking
![Page 34: Making The Rubber Meet The Road Throughout The Buyers Journey · Your Present Reality Financial Metric Growth Rate (Y/Y Through Q1 2017) Transportation Ranking S&P 500 Ranking CapEX](https://reader034.fdocuments.us/reader034/viewer/2022042218/5ec455665cc3ee018f0dc0f1/html5/thumbnails/34.jpg)
The Success Layer
Purpose Focused Strategy
Strategy
TacticsDataThe Customer is the #1 asset. Humanized day-to-day tactics. Data drives all iterations.
![Page 35: Making The Rubber Meet The Road Throughout The Buyers Journey · Your Present Reality Financial Metric Growth Rate (Y/Y Through Q1 2017) Transportation Ranking S&P 500 Ranking CapEX](https://reader034.fdocuments.us/reader034/viewer/2022042218/5ec455665cc3ee018f0dc0f1/html5/thumbnails/35.jpg)
![Page 36: Making The Rubber Meet The Road Throughout The Buyers Journey · Your Present Reality Financial Metric Growth Rate (Y/Y Through Q1 2017) Transportation Ranking S&P 500 Ranking CapEX](https://reader034.fdocuments.us/reader034/viewer/2022042218/5ec455665cc3ee018f0dc0f1/html5/thumbnails/36.jpg)
Download The Strategy Organization Wide
10
![Page 37: Making The Rubber Meet The Road Throughout The Buyers Journey · Your Present Reality Financial Metric Growth Rate (Y/Y Through Q1 2017) Transportation Ranking S&P 500 Ranking CapEX](https://reader034.fdocuments.us/reader034/viewer/2022042218/5ec455665cc3ee018f0dc0f1/html5/thumbnails/37.jpg)
![Page 38: Making The Rubber Meet The Road Throughout The Buyers Journey · Your Present Reality Financial Metric Growth Rate (Y/Y Through Q1 2017) Transportation Ranking S&P 500 Ranking CapEX](https://reader034.fdocuments.us/reader034/viewer/2022042218/5ec455665cc3ee018f0dc0f1/html5/thumbnails/38.jpg)
Incentivize Human Behavior
11
![Page 39: Making The Rubber Meet The Road Throughout The Buyers Journey · Your Present Reality Financial Metric Growth Rate (Y/Y Through Q1 2017) Transportation Ranking S&P 500 Ranking CapEX](https://reader034.fdocuments.us/reader034/viewer/2022042218/5ec455665cc3ee018f0dc0f1/html5/thumbnails/39.jpg)
Mo’-Data...Mo’ Problems
![Page 40: Making The Rubber Meet The Road Throughout The Buyers Journey · Your Present Reality Financial Metric Growth Rate (Y/Y Through Q1 2017) Transportation Ranking S&P 500 Ranking CapEX](https://reader034.fdocuments.us/reader034/viewer/2022042218/5ec455665cc3ee018f0dc0f1/html5/thumbnails/40.jpg)
Measure What You Value Vs Valuing What You Measure
12
![Page 41: Making The Rubber Meet The Road Throughout The Buyers Journey · Your Present Reality Financial Metric Growth Rate (Y/Y Through Q1 2017) Transportation Ranking S&P 500 Ranking CapEX](https://reader034.fdocuments.us/reader034/viewer/2022042218/5ec455665cc3ee018f0dc0f1/html5/thumbnails/41.jpg)
BOOK
SIGNING
![Page 42: Making The Rubber Meet The Road Throughout The Buyers Journey · Your Present Reality Financial Metric Growth Rate (Y/Y Through Q1 2017) Transportation Ranking S&P 500 Ranking CapEX](https://reader034.fdocuments.us/reader034/viewer/2022042218/5ec455665cc3ee018f0dc0f1/html5/thumbnails/42.jpg)
The customer as the #1 asset
1The last
chance to put your customer in the center of your business
is now!
2The EMF gives you a common
picture.
3Digital
Transformation is the perfect
blend of human-centric
design and properly
integrated technology
4Customer
Experience is the
battleground.
Your whole company must buy in...Then you will win!
5
5 KEY TAKEAWAYS
![Page 43: Making The Rubber Meet The Road Throughout The Buyers Journey · Your Present Reality Financial Metric Growth Rate (Y/Y Through Q1 2017) Transportation Ranking S&P 500 Ranking CapEX](https://reader034.fdocuments.us/reader034/viewer/2022042218/5ec455665cc3ee018f0dc0f1/html5/thumbnails/43.jpg)
Questions?
THANK YOU!