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I guess the my colleagues where wondering what created the “yeah” that I let out when I read on my Blackberry that I am one of the 20 students who will get free passes for lift conference – thanks to the Gebert Rüf Stiftung fellowship program. Thanks to the panel (Professor William Cockayne, Nicolas Nova, Sylvie Reinhard, Bruno Giussani, Cristiana Bolli-Freitas and Jean-Daniel Sciboz) for giving me this chance.
So what is lift?
“LIFT is a series of events intended to facilitate and promote discussion about new technologies and their impact on our society. The conference happens in both Geneva (Switzerland) and Seoul (South Korea) every year, with smaller events happening all around the year.”
So I will be in Geneva from Feb 6-8 (maybe already on the 5th) and I will cover parts of the conference on my blog. If you want to attend the conference you find all the information you need on www.liftconference.com.
Once again a great talk at the TED conference by John Maeda, Associate Director of Research at MIT’s Media Lab, spreading his philosophy of elegant simplicity.
“The MIT Media Lab’s John Maeda lives at the intersection of technology and art — a place that can get very complicated. Here, he talks about paring down to basics, and how he creates clean, elegant art, websites and web tools. In his book Laws of Simplicity, he offers 10 rules and 3 keys for simple living and working — but in this talk, he boils it down to one simply delightful way to be.”
I especially like this statement from his talk when he defines what simplicity really means:
“Simplicity is about living life with more enjoyment and less pain”
This could be also applied to designing customer experiences since most people think of customer experiences as about “big-bang-fancy-firework” interactions when it is actually about “more enjoyment and less pain” for your customers.
…that’s the name of a project that describes itself asa web-based news feed delivering must-know information if you are trying to sell to, connect with, or understand young people. threebillion is built from links to content on other websites.
They have produced a video on behalf of MTV Asia with the title: Thirty-six youth facts in one-hundred fifty seconds.
The Presentation Zen nails down the essence of customer experience management. The Ritz Carlton is not in the service business anymore, it’s the experience business, delivering remarkable experiences to customers.
“If you were to ask The Ritz-Carlton Tokyo management what business they are in (and I did) they would say they were not in the hotel business but in the service business. However, I would say that the other hotels also try to be in the service business, and do a pretty good job of it.
The Ritz-Carlton Tokyo, however, is not just in the service business, they are in the experience business. Tom Peters loves to use this quote from The Experience Economy (recommended): “Experiences are as distinct from services as services are from goods.”
The Ritz-Carlton Tokyo, then, is in the experiences business and in the emotions business. You’ve got to have the operations right, but it’s really about emotions, delight, and warm memories. Operations alone can be copied, but “high touch” differentiation is nearly impossible to copy.”
Diego Rodriguez over at metacool has a nice post about his observations of Toyota Prius drivers. The key message is that there is certain behaviour of your customers regarding your product that you can’t control. But exactly this behaviour can have a serious impact on your brand and the related image.
These are chapters in building your brand (and spreading your idea) that can not be written ahead, but in a follow-up post, he comes up with a solution: rewarding brand-building behaviour.
In order to ensure that your customer are using your product in the right way or that the correct brand message gets delivered all you have to do is come up with incentives for rewarding brand-building behaviour. Diego comes up with a few examples for the Prius case and this exercise can be done for any product, service or brand.
Now the question is, how we can create ideas for rewarding brand-building behaviour? Let’s try it with these steps:
Identify “good” and “bad” brand-building behaviour situations
Identify situations, that would increase the status of your customers
Now mix them up and reward “good” brand-building behaviour and provide an incentive for not pursuing “bad”
The result would be a guideline (of course you don’t call it like that ), how to use the product or service and how to “life” the brand. The result is an “army of brand ambassadors” - which would open up countless new opportunities.
I guess the my colleagues where wondering what created the “yeah” that I let out when I read on my Blackberry that I am one of the 20 students who will get free passes for lift conference – thanks to the Gebert Rüf Stiftung fellowship program. Thanks to the panel (Professor William Cockayne, Nicolas Nova, Sylvie Reinhard, Bruno Giussani, Cristiana Bolli-Freitas and Jean-Daniel Sciboz) for giving me this chance.
The 
Diego Rodriguez over at 
), how to use the product or service and how to “life” the brand. The result is an “army of brand ambassadors” - which would open up countless new opportunities.
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