Game Changer

I’m going to talk about sport. Since I know so little about sport this may be the riskiest thing I’ve done all week.

The dictionary gives the definition as;

  1.  Sports. an athlete, play, etc., that suddenly changes the outcome of game or contest.

2.  a person or thing that dramatically changes the course, strategy,character, etc., of something:

Link To Sports

I tried to think of examples of things from sports that were genuine game changers. I was thinking of the sport itself not an individual game.

Swim Start;

Once upon a time swimmers simply dived in and swam, breaking the surface almost immediately. Now athletes swim dolphin style underwater – which is faster. The rules limit this to 15m in competitive swimming to ensure the athlete’s safety. But records were broken as soon as this technique change came in.

Tennis;

When I first played tennis as a kid, it was with a racket made of wood. Nowadays they’re graphite or graphite blends, with larger heads and synthetic strings. This means the racquet delivers more power and the shock as the ball strikes is dampened by the racquet. It’s an equipment change and a game changer.

The Fosbury Flop;

in 1968 Dick Fosbury won the high jump gold with the technique now used universally in high jump, the trick is that the jumper’s centre of gravity remains below the bar. In an interview he states that he increased his jump height by half a foot (15cm) in a day. As a comparison here’s what the jumps used to look like, with the athletes landing on their feet on the other side. Fosbury’s Flop was only possible once large foam mats were used for athletes to land on.

Applies to Business

The game changers in sports can be a technique change, an equipment change or a combination of both. Business analogies might be a new business model, inventing a new technology, or exploiting a new technology.

New Business Model

Do you remember the early days of the internet when you used the book mark function of your browser because you’d never find a site again? Search engines were starting to appear, and suddenly in the late 90s Google appeared with a brand new way of searching and an effective revenue model – advertising. Without the business model none of the other search engines could ever have won the internet.

New Technology

If my grandfather could see the power of what I carry around in my mobile phone he’d think it was science fiction. Even my parents are occasionally astonished, they grew up with phones that you called the exchange and requested a number then the operator connected the call. The first mobile phones didn’t do much more than call, but along comes the smartphone and everyone wants one (almost everyone). The inventors of the of both sorts of new phones transformed personal communications. Many businesses were built on their inventions.

mobile phone timeline
(Nostalgia moment; that Motorola on the far left was the first mobile phone I ever used).

Exploiting New Technology

Netflix killed Blockbuster and Videoland by streaming videos – we no longer were forced to leave the house to choose a video. But it couldn’t have existed without the ubiquity of televisions, computers and broadband internet. The transformed the home entertainment industry by licencing and streaming high demand content. They’re in the middle of transforming the content development industry by developing award winning shows of their own such as the House of Cards.

The term “game changer” can be fairly applied to all these examples. In each case the industry was transformed or a new industry was created, the change was big, and the impact was broad. Making the change was complex and there were spin off changes that new companies could exploit – particularly for the mobile phones example.

However when I hear “game changer” used in general conversation it’s usually applied to an improvement. As one article put it “Maybe cloud computing is, in fact, a game changer. Your new HR handbook is not”. Instead we can talk about improvement, change, update, advance, upgrade, progress, revision or development.

Lets save the phrase “game changer” for those inventions, developments and improvements that really do change the game.

Images: Basketball via pixabay

Mobile Phone Timeline | Khedera | CC BY-NC-ND 2.0

Mobile Customer Journey

CM2017_12_Stop
Just stop presenting desktop sites to mobile users.

The use of mobile phones has risen and for some uses has overtaken the use of a desktop. Companies have taken advantage of this in a big way, including online retailers. I’ve produced and translated screen captures to demonstrate the issue.

Firstly I received an SMS, telling me I could, via a link, choose a delivery time.

Just Stop It SMS
I clicked on the link and got a internet site with all my order information displayed and the proposed time of between 8am and 10pm. Well as I’d like to leave the house sometime during the day I clicked on the link to change the appointment, and here’s where it went a bit wrong…

Just Stop It… because a new page opened that was impossible to read.

Just Stop ItI could stretch the screen and make the change I needed (delivery between 9am and 1pm).

If you’re using mobile for customer service – particularly if you’re directing customers to use mobile – you need to make sure that the whole experience works on mobile. Just stop thinking it’s OK to expect customers to navigate desktop sites on a mobile screen.


Postscript; my order was delivered at 12.53, and set up in my terrace garden half an hour later. 

 

 

Image:  Stop  |  Kenny Louie  |  CC BY 2.0

Web Summit Highlights: Day Three

 

 

 

Final day at the Web Summit, it’s been a blast. So much knowledge and inspiration in one place, and I only got to experience a small part of it. Great organisation, all sorts of complex logistics thought through, some fantastic speakers. And Dublin, you were a charming host. Here are some of my highlights for the day.

What Millennials Want

According to the panel Millennials require marketing to be authentic “you can’t bullshit them”. Which raises the question – which audience could  you bullshit?

A large percentage of millennials feel they’re not represented in the media, which begs the question who is the media representing?

I admit I get a bit irritated with the discussion of Millennials, it tends to position them as special, but when I read an analysis of what Millennials need it seems to be what workplaces should be offering everyone.

Future of Mobile

Rather than talking about mobile, we should be thinking about mobility.

Advertising remains a challenge, looking to solve it with formats with a higher impact; specifically fullscreen video or large images making messages legible, (hmmm, what happens to my data roaming allowance if I do this?).

Still see tracking across platforms/devices as difficulty, but we know mobile has leapfrogged other media and is now ahead of radio, magazines and outdoor video.

Mobile is already the primary method of communication with clients; eg in banking, where people visiting branches one or two times a year, online twice a month, but may use their banking app

Digital Marketing is Dead

This was more of an argument against creating silos in digital, something I find easier to agree with, and it contained the quote of the day

User experience is like fairy dust – sprinkle it on everything

You can see the whole presentation on slideshare.

Data of Media

A discussion with Sarah Wood (Unruly) and Rachel Schutt (data geek at Newscorp) about the need to create a culture of using data, not just bring in data for the decision moment.

Ongoing analysis by unruly shows that the key metric for sharing is the emotional intensity of a piece of content. It beats out do good, look good, funny, kudos, or status. Next challenge is connecting that emotional intensity to the ROI of a piece of content.

Not Impossible Foundation

How do you solve the world’s impossible healthcare problems? One by one.

The Not Impossible Foundation crowd sources ideas and builds sustainable solutions – like a 3D printed prosethetic arm for Daniel, a young man in Sudan. They didn’t just solve the problem for one man, they trained local technicians and left the equipment at a local clinic so more people can be helped.

I love it when technology changes lives in such incredible – but not impossible – ways.

Dharmesh Shah, Hubspot

As Hubspot grew there was a need to define how they worked, what the company values were and what that meant to the company. He began by thinking this was easy, but it became one of the hardest things he’s worked on.

Along the way he realised that culture  grows organically and it’s hard to define as he put it “the first rule of culture – you don’t talk about culture”.

Eventually the Hubspot culture code was developed, which has become one of the most read documents on organisational culture on the internet. It’s defined as “part manifesto, part employee handbook, part manifesto of dreams”, take a look – it describes a place we’d all like to work.

The slideshare of the conference presentation has been removed – but there is an updated version on the Hubspot blog. (Louise October 2018)

Why spend time on culture?

  • Culture is to recruiting as product is to marketing – an amazing culture is what you need to attract stars.
  • Peers beats perks – having great colleagues is more important than any sort of perks.
  • Product is easy to copy; culture is hard to copy and it’s therefore is a barrier to entry for competitors.

It was a great presentation, but my favourite part of the presentation and of the culture guide is the principle that you should have as few rules as possible – expect employees to use good judgement. My presentations on building social into a company includes the line “people are nice; you can trust them”.

Real Time Marketing at Coca-Cola

Coca-Cola use social media to do “real time marketing”, monitoring social media for insights and turning those insights into content to respond. They can also ramp up for campaigns around events. For example they had a team at the World Cup in Brazil made up of Coca-Cola employees and agency staff who could read social media data, create content, buy media. The team turned out 10 TV commercials, 12 infographics and 16,000 responses over the 32 days.

They see that the “always-on” marketing should ideally be done by the brand, not outsourced to an agency. It’s a big commitment from the company involving 130 people world-wide working on real time marketing. Having the right people in the team and in the room together means they can respond quickly. In fact the vast majority of content around Coca-Cola is created by fans, around 85%.

Is it “kids playing on social media”? was a question posed. The answer was a clear “no, these are graduates with expertise and the tools to do their job”. Good to hear someone busting that myth.

Ryan Smith, Qualtrics

The Qualtrics company is behind collecting all sorts of research and marketing data, including feedback on the conference. Their team was wearing T-shirts with geek slogans such as “I’ve got 99 problems but getting data ain’t one of them”.

The company started in Ryan’s Smith’s family basement, and it was a long time before they needed – or took – any capital. It’s a great “start-up to success story”, and my favourite comment from it was “Qualtrics aim to do hard things; and want their employees to emulate the competent – not the confident”.

Closing the Conference

The final session on the mainstage is a discussion about the future of music, entertainment and what technology is doing to that. It features Dana Brunetti (producer of House of Cards), Eric Wahlforss (co-founder of SoundCloud) and some guy called Bono.

The moderator cracks a joke about the new line up of U2, and the panel claim the instrument they’d play – I don’t think anyone volunteers to be the drummer.

The questions are serious and so are the answers, this is an industry mid-change, there’s room for new models. But as Bono repeats; the artist must be paid, they don’t believe in the freemium model. Turns out as rich as U2 are they didn’t give away Songs of Innocence. Apple bought it, and then gave it away.

It’s a good discussion, but a tiny part of me wishes the line up were a little different… and the band were playing.

And that’s it for another year. You can watch the day’s live streams by signing up for next year’s conference.

Massive thanks to the hundreds of people involved in the conference, you did a great job (but next year fix the wifi).

Just Stop it

Just Stop it

 

 

 

Some things are really annoying me in my digital life, here’s a short list of the most annoying.

Please add yours in the comments.

1; Facebook, stop giving me a pointless warning page when I click a link

It’s a link to the New York Times and there isn’t a problem. If this is supposed to be preventing us from opening dodgy websites it fails since it happens on every link so the user (ie; me) learns to click past it very quickly.

Stop it.

2 Content Publishers, don’t make me download an app to read your content.

Given that they could use responsive design I don’t care about one piece of your content enough to use my data limit to download your app.

Stop it…. (cute turtles though).

3; Website designers, stop assuming I want Dutch content

I type in domainname.com and am flipped into the Dutch site, based on my IP address. Lots of guilty sites; google, expedia, msn to name three. I do understand the reason behind this, but make it easy for me to switch languages. Do not do what Kobo does – lets me change the platform language but still delivers content in Dutch (even with a login, it go so annoying that I deleted my account).

Just stop it.

 

Thanks I feel better for letting that out. So much better that this might become a series.

What are your digital “stop it” messages?