*Ideas for ?CategoryResource FilterTable Number

Quality of presentations. Design where people don't put design. Attitude.

Focus on the Field of Awareness1

The first seven seconds of every presentation. And maybe some time before the presentation starts -- anticipation.

Focus on the Field of Awareness1

Leave behinds: Magic 8 ball; Action plan; Method-to-the-madness souvenir

Focus on the Field of Awareness1

Always giving more than the client is expecting to get. We are not keeping a meter running.

Focus on the Field of Awareness1

Connecting the work to metrics impact.

Focus on the Field of Awareness1

Sensitive, empathic, nonjudgemental discovery process. Observing without judgement.

Focus on the Field of Awareness1

We're in the foxhole with you - if we see something that you need, we will bring it.

Focus on the Field of Awareness1

Cover song archival box-set fully designed by David Gorman.

Exaggerate the ExperienceCan Shift1

Favorite artist or band shows up at the office for a spontaneous concert

Exaggerate the ExperienceSeemed Like a Good Idea at the Time1

Best of Africa box for SB

Exaggerate the ExperienceSeemed Like a Good Idea at the Time1

Synchronized t-shirt display at a soccer game for SB Africa

Exaggerate the ExperienceSeemed Like a Good Idea at the Time1

The best of box of collection of items.

Exaggerate the ExperienceCan Shift1

Popups at the client's office like a sharing library, tea shop or massage parlor (courtesy of SLAP)

Exaggerate the ExperienceSeemed Like a Good Idea at the Time1

A presentation box.

Exaggerate the ExperienceSeemed Like a Good Idea at the Time1

BMH - some framed commemorative plaque with your values etched on it.

Exaggerate the ExperienceCan Do1

Values or our statements etched on a plaque around the office.

Exaggerate the ExperienceCan Do1

Exclusive executive newsletter.

Exaggerate the ExperienceSeemed Like a Good Idea at the Time1

Really nice clothing with values in the lining

Exaggerate the ExperienceSeemed Like a Good Idea at the Time1

Yoga mats that say - don't relax

Exaggerate the ExperienceSeemed Like a Good Idea at the Time1

If you are an alumni of one of our solutions, that gets you into other stuff.

Exaggerate the ExperienceSeemed Like a Good Idea at the Time1

Passports around their own city to do attractions.

Exaggerate the ExperienceCan Do1

Outrageous prize raffle for BMH or UTH attendees

Exaggerate the ExperienceSeemed Like a Good Idea at the Time1

Be integrated directly with the competition. Introduce our solutions to the competition. Compare scripts because we run the risk of boring the same audience.

  • Fit in where they don't
Exaggerate the ExperienceCan Do1

Puzzle rooms - solve their way out of a problem. Escape zombie rooms. Themed by SLAP for their company.

Exaggerate the ExperienceSeemed Like a Good Idea at the Time1

We go where other don't or won't. Taking them to local attraction that they have never gone to.

Exaggerate the ExperienceCan Do1

Publish your online story - "My one lesson of management" - Capturing stories and moments maybe by picture or video

Exaggerate the ExperienceCan Do1

Fly Dear World out to Africa to take pictures and capture the emotionality of the leadership team. Turn it into a video or a whole story.

Exaggerate the ExperienceCan Justify1

Gift client with a day with the top business metrics people in the world.

Exaggerate the ExperienceSeemed Like a Good Idea at the Time1

Invite an author of South African journal to speak with the company and/or leadership team (SB)

Exaggerate the ExperienceSeemed Like a Good Idea at the Time1

Adult second chance proms.

Exaggerate the ExperienceSeemed Like a Good Idea at the Time1

Flash mobs.

Exaggerate the ExperienceSeemed Like a Good Idea at the Time1

Play space in a business. Adult swing set. Adult playground.

Exaggerate the ExperienceSeemed Like a Good Idea at the Time1

Take five to seven executives and bring in top experts to discuss business in an intimate room. Then at night, everyone goes out to hang out. Intimate thought leadership thing with our value and our style.

Exaggerate the ExperienceSeemed Like a Good Idea at the Time1

Though leadership summit for our clients.

Exaggerate the ExperienceSeemed Like a Good Idea at the Time1

Giving back to the communities that these companies live and work in.

Exaggerate the ExperienceSeemed Like a Good Idea at the Time1

A comic book that is themed around making the Business Case for Humanity. Making managers look like super heroes. Estimated cost $2k

Exaggerate the ExperienceCan Justify1

SLAP awards - A box of goodies and an award - Estimated Cost $2k + $200/award

  • Gold Record for the wall
Exaggerate the ExperienceCan Justify1

Binder on what else is going on in the world.

Remain Relevant1

Competitive Summit for OpenTable

Remain Relevant1

What triggered the big turn around for Samsung. Maybe there is a sort of innovation summit.

Remain Relevant1

Champion innovation in a way that is relevant to you. Build it into a company.

Remain Relevant1

Innovation series.

Remain Relevant1

Are you close enough to your clients or customer to know significant life events and be able to celebrate them?

Remain Relevant1

Three head-hunters coming into the bank to tell the story. Talent mapping. Board review. SB

Remain Relevant1

Proust questions ... a page about leaders. We buy insurance policies.

Remain Relevant1

Intranet relevance.

Remain Relevant1

After KPMG and Mackenzie, ethics are incredibly relevant to them. Ethical scoring. Reveal some of our internal values without a way of it being self-serving (SB). Also issues with compliance. Tell us your point of view on ethics and we will make sure our people have that information.

Remain Relevant1

Using social media channels and our website to tell more customer stories.

Create the Echo of a Thousand Good Times1

Christa Award -- Get down in the dirt with your customer. The Kenny Award --

Create the Echo of a Thousand Good Times1

Collect the stories

Create the Echo of a Thousand Good Times1

Family style events with clients

Create the Echo of a Thousand Good Times1

Bum bags ... we'll do it for you

Create the Echo of a Thousand Good Times1

Website storyline ... are we going to be this concrete tower of ultimate IP and thought leadership? Strength in Vulnerability

Create the Echo of a Thousand Good Times1

Parking ticket story -- Talk to people like they talk to themselves.

Create the Echo of a Thousand Good Times1

Greek Chorus -- stand outside of the conversation and comment on it. You have to think like they will think when they read it.

Create the Echo of a Thousand Good Times1

Presumption of intimacy

Create the Echo of a Thousand Good Times1

Family easter stuff ...

Create the Echo of a Thousand Good Times1

College of shared knowledge

Create the Echo of a Thousand Good Times1

Something that is surprising and different for CIB --

Create the Echo of a Thousand Good Times1

If you are in Kenya here are three great restaurants ...

Create the Echo of a Thousand Good Times1

Inspirational field trips.

Create the Echo of a Thousand Good Times1

Resilient relationships

Control the Damage Ahead of Time1

Logistical Planning. Make us the first ones to call

Control the Damage Ahead of Time1

Establish ourselves as being available and responsive

Control the Damage Ahead of Time1

New idea

Control the Damage Ahead of Time

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Exaggerate the ExperienceCan Shift2

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Create the Echo of a Thousand Good Times2

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Create the Echo of a Thousand Good TimesCan Do2

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Remain RelevantSeemed Like a Good Idea at the Time2

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Remain Relevant2

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Control the Damage Ahead of TimeCan Justify2

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Control the Damage Ahead of Time2
*

i have an idea edit

Focus on the Field of Awarenesstable 1

new idea

Focus on the Field of Awarenesstable 1
*

stans idea

  • None Websense related topics too
Focus on the Field of Awarenesstable 1
*

dna idea

Match the DNAtable 1

new idea edit

Match the DNAtable 1
*

new idea

Exaggerate the ExperienceSeemed Like a Good Idea at the Timetable 1
*

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Exaggerate the ExperienceCan Justifytable 1

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Create the Echo of a Thousand Good TimesCan Justifytable 1

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Create the Echo of a Thousand Good TimesCan Dotable 1

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Remain RelevantCan Justifytable 1
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Remain RelevantCan Justifytable 1
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Remain RelevantCan Shifttable 1
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Remain RelevantCan Dotable 1

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Control the Damage Ahead of TimeCan Justifytable 1

originigal fantastic idea. make our own coffee. grind our own beans

Control the Damage Ahead of TimeSeemed Like a Good Idea at the Timetable 1
*

create new DNA!

Match the DNAhm

Mutate old DNA

Match the DNAhm
*

Here's one

Focus on the Field of Awareness1
*

Two

Focus on the Field of Awareness1
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Three

Focus on the Field of Awareness1

oOh! cash for doing things aligned to the customer experience - manager to have discretion to allocate.

Exaggerate the ExperienceCan Shift1912-15

Encourage people to be bold. Get one bold idea for customers per quarter and just execute on it. BOOM!

Exaggerate the ExperienceCan Justify1912-15
*

500 problems in 500 days - $100 donated to charity for every one solved.

Exaggerate the ExperienceCan Do1912-15
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30 people turning 30 in the year we do. Draw for one and $30K donated to charity of their choice. Done at conference on stage.

Exaggerate the ExperienceCan Justify1912-15

Customers on billboards and airport screens for Christmas. Employees kids get on a billboard or screen for their birthday.

Exaggerate the ExperienceCan Shift1912-15
*

Sing'a'gram for new employees - to their door - delivers their contract. WOW. Or their office on their last day.

Exaggerate the ExperienceCan Justify1912-15

Use billboards for new employees, anniversaries, etc.

Exaggerate the ExperienceCan Shift1912-15

Special experience on everybody's birthday. Whole day doing things they love.

Exaggerate the ExperienceSeemed Like a Good Idea at the Time1912-15
*

oOh! hitman or hitwoman - get rewarded for 'killing' bad, inefficient or redundant processes (and work).

Exaggerate the ExperienceCan Shift1912-15
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Everyone in the business only incentivised on the outcomes we most care about - eg. Customer experience. Therefore no sales commissions, maybe no EBITDA, etc.

Exaggerate the ExperienceCan Shift1912-15
*

Personalised bonus letters - manager can add own text.

Exaggerate the ExperienceCan Do1912-15

Everybody can be a winner - submit your dream and one person gets it come true...

Exaggerate the ExperienceSeemed Like a Good Idea at the Time1912-15
*

Providing solutions and thought leadership to businesses and the community - allow them to access tools, training, etc.

Remain RelevantCan Shift1912-15

Share knowledge and opportunities for development.

Remain RelevantCan Shift1912-15
*

Taking on all advertising activities for charities in Australia so they don't have to employ a CMO.

Remain RelevantCan Justify1912-15

Privacy vs the data businesses have - could we be the first company to take an active stand on this?

Remain RelevantSeemed Like a Good Idea at the Time1912-15
*

How do we provide individual relevance re the strategy by being clear on the individual impact?

Remain RelevantCan Do1912-15
*

Relevance is gained through keeping thing simple - complexity kills relevancy. Ensure we simplify strategy comms to the lowest level possible.

Remain RelevantCan Do1912-15

Open source ideas from clients, the community, etc.

Remain RelevantCan Shift1912-15
*

Making our strategy relevant to our employees, clients and the community - ie. demonstrate clearly how it impacts all 3.

Create the Echo of a Thousand Good TimesCan Do1912-15

Engaging the influencers in the strategy - how do we help familes, etc of employees understand what our employees do and why it makes a difference. Eg. Comic strip with employees as superheroes.

Create the Echo of a Thousand Good TimesCan Justify1912-15
*

Build a contribution wall - where employees put up notes that describe how they contribute to the strategy. Could it be an interactive wall? It pulls up samples of employees and can have recognition software that brings up an individual or team of individual walking by. Can include more than contributions - could be their favourite memory, etc. - it would help create a legend.

Create the Echo of a Thousand Good TimesCan Justify1912-15

Need to understand what issues our clients have. What drives them spare? What problems have they ever had? Map the problems and likelihood and build strategies to address them.

Control the Damage Ahead of TimeCan Justify1912-15

SWOT team - Stop Wasting Our Time - small group dedicated to going around and finding things that we need to stop. Things that waste our time and get in the way of doing our jobs and serving customers.

Control the Damage Ahead of TimeCan Shift1912-15

Thermometer on Intranet home page - how many things have we stopped. Measure, celebrate and reward.

Control the Damage Ahead of TimeCan Do1912-15
Exaggerate the Experience1912-1
*

Supercharge uh-oOh!

Control the Damage Ahead of Time1912-1
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Supercharge uh-oOh!

Control the Damage Ahead of Time1912-1
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Branded maintenance vehicles.

Control the Damage Ahead of Time1912-1
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The oOh! promise - we will respond within a certain time

Control the Damage Ahead of Time1912-1
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Internalize installers/maintenance/site builders to ensure quality control and brand ambassadors - commerical training within that fie3ld

Control the Damage Ahead of Time1912-1
*

Once resolution is complete - Commercial to follow up mia culpa

Control the Damage Ahead of Time1912-1

The iPad (FOH)

Focus on the Field of AwarenessR2

Owner App

Focus on the Field of AwarenessR2

Training Portal

Focus on the Field of AwarenessR2

Insights and Data (Owners/Managers)

Focus on the Field of AwarenessR2

Invoice (Owners)

Focus on the Field of AwarenessR2

Customer Service / Tech Support

Focus on the Field of AwarenessR2

Diner Reviews

Focus on the Field of AwarenessR2

OpenTable Marketing Campaigns

Focus on the Field of AwarenessR2

QBR / Meetings

Focus on the Field of AwarenessR2

Emails

Focus on the Field of AwarenessR2

Website / Planning / Account Management (GCA/GCR)

Focus on the Field of AwarenessR2

Fill the dining room at no charge to them -- this is what 100% availability feels like

Exaggerate the ExperienceCan JustifyR2

The dinner exchange -- two restaurants and we take them over and the staff swaps and is treated to a great meal

Exaggerate the ExperienceSeemed Like a Good Idea at the TimeR2

OpenTable hosted Happy Hour (after hours) at a great bar -- industry people eat/drink for free

Exaggerate the ExperienceCan JustifyR2

For our smaller restaurants - we send a celebrity chef to help them for a night

Exaggerate the ExperienceCan JustifyR2

Celebrity diner (Beyonce) we bring her to a restaurant for dinner -- and fill the house with diners - social media extravaganza

Exaggerate the ExperienceSeemed Like a Good Idea at the TimeR2

Small business ads - we advertise for them on a bill board or tv

Exaggerate the ExperienceSeemed Like a Good Idea at the TimeR2

New Restaurant Opening - we help someone bring their dream to life

Exaggerate the ExperienceCan JustifyR2

Fill your restaurant with kids who have never had a fine dining meal before (No Kid Hungry)

Exaggerate the ExperienceSeemed Like a Good Idea at the TimeR2

One night, many Cities, OpenTable hosts groups at Restaurants -- family reunion, brings co-workers back together, neighbors

Exaggerate the ExperienceCan ShiftR2

Single City takeover - OpenTable takes over the market, emails, social media, fill every restaurant

Exaggerate the ExperienceSeemed Like a Good Idea at the TimeR2
*

Service is our middle name. Restaurants never wait for a customer support person -- ever. Support team are product/knowledge experts, able to support real world issues on the fly. With access to Customer info, knowledge about how to solve customer problems and discretion to meet their needs.

Exaggerate the ExperienceCan JustifyR2

Always allow diners to donate their points to NKH

Exaggerate the ExperienceCan JustifyR2

Matching points for NKH -- Pick a restaurant, tell diners, match points on the restaurants behalf and have it all donated to NKH

Exaggerate the ExperienceSeemed Like a Good Idea at the TimeR2

For smaller / less visible restaurants -- help them with Social Media, full house, grand re-opening

Exaggerate the ExperienceSeemed Like a Good Idea at the TimeR2

Rainy day pool of funds - help restaurants during times of stress

Exaggerate the ExperienceCan JustifyR2

High Schoolers Stage - OpenTable helps fund a program where high schoolers are taught restaurant skills with an actual job in a restaurant. Restaurants get help, kids get skills, OpenTable helps the industry

Exaggerate the ExperienceCan ShiftR2

Boondoggle experience for the FOH team (like what Chefs often get)

Exaggerate the ExperienceSeemed Like a Good Idea at the TimeR2

Gamify diner reviews and shift ratings -- let FOH compete with each other, across a neighborhood, across a City, nationally.

Exaggerate the ExperienceSeemed Like a Good Idea at the TimeR2

10x the Tips -- awarded to the teams with the best customer ratings

Exaggerate the ExperienceCan ShiftR2

OpenTable test kitchen - a place where chefs come test their ideas for new concepts, menus, etc. We curate the calendar, offer seats to VIP diners, provide the press coverage, social media, etc.

Exaggerate the ExperienceSeemed Like a Good Idea at the TimeR2
*

Restaurant Rescue Squad - a 24x7 hotline to connect restaurant owners with resources to help them with critical business issues and in an emergency - lawyers, tax advisors, employment/HR, etc. -- beyond OpenTable product issues

Exaggerate the ExperienceCan ShiftR2

Restaurant Panic Button - emergency support staff, dishwashers, line cooks, servers, hosts

Exaggerate the ExperienceSeemed Like a Good Idea at the TimeR2
*

New Business Model - Give customers control over how much they spend with OpenTable. Instead of current model ($1/diner, no control over how many diners) launch a marketing platform that allows restaurants to create and manage targeted marketing campaigns (aka FB)

Exaggerate the ExperienceCan JustifyR2
*

Create a customer database for Restaurants, that allows us to have a consolidated view of each customer, including their account info, product usage, customer contacts & permissions, marketing responsiveness, etc. This will make us much smarter, and capable of anticipating our customers needs because we will ALL know them as ell as the account manager )for those accounts who have one)

Exaggerate the ExperienceCan DoR2
*

Reward customer loyalty. Treat our most loyal customers (highest CPR, longest tenure) better with preferred pricing, special offers like extra marketing support, etc. Basically our version of "amuse bouche". Every Elite/Top customer should feel the love, as if they had a visit from an Exec team member.

Exaggerate the ExperienceCan JustifyR2

Make it incredibly easy for Diners to redeem or donate their Bonus Points. As easy as it is for them to earn them.

Exaggerate the ExperienceCan JustifyR2

All OpenTable employees who work on the Restaurant side of the business must get certified on GuestCenter. This will ensure all of our employees understand the product we sell.

Exaggerate the ExperienceCan DoR2

#MeToo - Demonstrate our commitment to Equality, Diversity. How can OpenTable be a voice for this -- Christa 50/50 commitment; Women's Leaders Dinner in SF, WOOT. We could tie our sponsorship dollars for things like James Beard Awards and conferences to these organizations demonstarting their commitment to 50/50 as well in terms of awards and conference speakers.

Remain RelevantCan DoR2
*

No Kid Hungry - make our support for ending childhood hunger more visible and relevant to Diners and Restaurants. Includes making it easy for Diners to donate their Bonus Points and easy for Restaurants to get credit for the meals those donations provide.

Remain RelevantCan JustifyR2

Creating Community - Help restaurants connect more deeply with their local community. A matching funds program where OpenTable matches donations that a restaurant company makes (along the lines of an employee matching funds program).

Remain RelevantCan JustifyR2

Local Community - Buy Local movement, help elevate local growers, vendors, etc. with a Preferred Providers program (vetted local businesses that our customer have recommended.

Remain RelevantSeemed Like a Good Idea at the TimeR2
*

Take a stance on Restaurant Staffing - figure out how we can help reduce their daily pain-points for staffing: training, hiring, promotions, etc.

Remain RelevantSeemed Like a Good Idea at the TimeR2
*

Help Restaurant employees manage their careers more effectively with a LinkedIn type service for Restaurant staff. That helps them promote themselves, show their skills, benchmark their capabilities

Remain RelevantSeemed Like a Good Idea at the TimeR2

Make it easy for restaurants to get advice, support with compliance support, tax advice, insurance, etc.

Remain RelevantCan JustifyR2
*

Leverage our scale to help our customers get better pricing on a host of services - business insurance, payroll, workers comp, etc. (eg, Quickbooks add-ons)

Remain RelevantCan ShiftR2

A guide / webinars / blog posts on why restaurants Fail and Succeed. Maybe create a video series, or a YouTune web series to bring this to life -- make it entertaining!

Remain RelevantCan DoR2
*

A million first dates / A million anniversaries - show these "claims" within the product (GCA), on the Support Hold recording, or within emails, with quotes and images of our diners

Create the Echo of a Thousand Good TimesCan DoR2

Fill the Restaurant acquisition channel with customer testimonials - quotes and imagery to show how many restaurants appreciate and enjoy OpenTable

Create the Echo of a Thousand Good TimesCan DoR2

Share the stories of customers who have become employees -- Dustin, Charlie, Betsy, etc.

Create the Echo of a Thousand Good TimesCan DoR2

NKH - Highlight how OpenTable gives back to the community on our website (crisis response)

Create the Echo of a Thousand Good TimesCan DoR2

Company cafeteria where we serve great meals to employees, and the FOH and Kitchen are staffed by young people from the community who are looking to build skills in the restaurant industry.

Create the Echo of a Thousand Good TimesSeemed Like a Good Idea at the TimeR2

Empower senior leaders to take small groups of employees out to lunch on a regular basis. Like a listening tour, it gives people a chance to interact with leadership. With each visit, the team presents a gift of gratitude to the restaurant.

Create the Echo of a Thousand Good TimesCan DoR2

A video series showing the end-to-end experience of a great dinner: From the vision of the restaurateur, the passion of the staff, to the purpose and experience of the diners. Could be a beautiful documentary style story -- very relatable.

Create the Echo of a Thousand Good TimesCan ShiftR2
*

Blow the roof off the Win-back moments - the warmth of the OT team, the ease of returning, the chance to tell your story.

Create the Echo of a Thousand Good TimesCan DoR2
*

Small moments - an overall campaign of marking the small moments, to surprise and delight our customers. On their anniversary, apply a 50% discount as a thank you for their business; if we know its someone's birthday, send the a card; anniversary of the restaurant opening, give them some marketing love.

Create the Echo of a Thousand Good TimesCan ShiftR2

Empower the field team to recognize personal moments in the lives of our customers (drop off champagne when a chid is born, match a donation to a community event, etc.)

Create the Echo of a Thousand Good TimesCan ShiftR2

Most common help request: Asking for help configuring their floor plan

Control the Damage Ahead of TimeSeemed Like a Good Idea at the TimeR2
*

About 4k ERBs are replaced each year. Blow their mind with an amazing service experience for a same day "first aid kit" - OT support member to get them up and running again - on an iPad with GuestCenter preloaded, delivered in a beautiful branded box. Stay there to help them set up the floor, train your staff.

Control the Damage Ahead of TimeCan JustifyR2
*

We know when a restaurant is getting a bill that is significantly larger than previous month or YOY. Before we send them the bill, call them and let them know, and be able to explain it, and give the OT person discretion to react in the event it is a concern.

Control the Damage Ahead of TimeCan ShiftR2

Proactive detection of ERB issues - we show up with a new box before it breaks down.

Control the Damage Ahead of TimeCan ShiftR2

Proactively avert Holiday disasters eg, my book is full, but I'm not open, or I didn't fill up because I restricted availability. Alert all restaurants in advance of a Holiday by doing a proactive call down to let restaurants know we are here to help.

Control the Damage Ahead of TimeCan ShiftR2
*

For Same Day Cancellations / No Shows, we'll make you whole 1) offer table to VIP customers, 2) give restaurants a "make good" credit for a Promoted Inventory listing

Control the Damage Ahead of TimeCan JustifyR2

Humanization of OpenTable. Direct line/connection with product managers. Business optimization/advisors. Free trial period of OT. Better negotiated rates with other vendors. Stories tell them about their diners. Lower account load for AM's. Diner profiles. Ability to market/communicate back. Pop-up/ticketed events. Events. Onboarding. Support.

Focus on the Field of AwarenessCan DoR1

Restaurant video vignettes. OpenTable staige. OpenTable.

Exaggerate the ExperienceR1

Launch team - optimized, maximized. Two-week regular consulting check-ins.

Exaggerate the ExperienceCan ShiftR1

Ken Fulk - design. Danny Meyer - hospitality. Dominique Ansel - pastry chef. Thomas Keller - culinary.

Exaggerate the ExperienceSeemed Like a Good Idea at the TimeR1

Permit expedition.

Exaggerate the ExperienceR1
*

Comprehensive package - liquor license expedition, merchandising for extra revenue stream, install all your systems, staff, training on vendor systems.

Exaggerate the ExperienceCan JustifyR1

Free covers for first year customers

Exaggerate the ExperienceCan ShiftR1
*

OpenTable allows popups to be listed on OpenTable network

Exaggerate the ExperienceCan DoR1
*

Mentor party.

Exaggerate the ExperienceSeemed Like a Good Idea at the TimeR1
*

Chefs on a plane. Pick up chefs along the way global.

Exaggerate the ExperienceSeemed Like a Good Idea at the TimeR1

1 year celebratory soigné experience

Exaggerate the ExperienceCan DoR1

Restaurant class community.

Exaggerate the ExperienceCan DoR1

Call in to 1-800-Opentable gets to talk to others on hold; chat room

Exaggerate the ExperienceSeemed Like a Good Idea at the TimeR1

OT-fielded phone reservations

Exaggerate the ExperienceCan ShiftR1
*

OpenTable Ventures - funding & support

Exaggerate the ExperienceCan JustifyR1

Crowd funding/kickstarter for restaurants

Exaggerate the ExperienceCan DoR1

Crowd funding/kickstarter for restaurants

Exaggerate the ExperienceCan DoR1

OpenTable employee debit card & funded dine out program.

Exaggerate the ExperienceCan JustifyR1

Open office hours with product team

Exaggerate the ExperienceCan DoR1

May day button within GC

Exaggerate the ExperienceCan JustifyR1

Partner with a restaurant for a community-based activation

Exaggerate the ExperienceCan DoR1

Pop credit certificates to give out to restaurants

Exaggerate the ExperienceCan DoR1

$50 free covers credits to new OTC restos

Exaggerate the ExperienceCan DoR1

Automated billing solution

Exaggerate the ExperienceCan ShiftR1
Remain RelevantR1
Remain RelevantR1
Remain RelevantR1
*

Hospitality hiring network; partner w/ Poached

Remain RelevantCan JustifyR1
*

Hire experts & evangelists

Remain RelevantCan DoR1

Unbiased recommendation sheet for other tech vendors

Remain RelevantCan DoR1
*

Built in options - POS, scheduling, loyalty, social media, offers/coupons, inventory management, hiring, delivery (GC as an app store)

Remain RelevantCan JustifyR1
*

Negotiated rates/discounts with cc processors, linen companies, hot schedules, inventory management, venga, POS, avero.

Remain RelevantCan JustifyR1
*

Industry expert webinar series

Remain RelevantCan DoR1

Personal gifting and notes to restaurant customers

Create the Echo of a Thousand Good TimesCan DoR1

Super soigne gifting program

Create the Echo of a Thousand Good TimesCan DoR1
*

Empowering field team to do more customized gifting, drop-in to customers and prospects

Create the Echo of a Thousand Good TimesCan DoR1

Customers - hosted events: dinners, summits, conversations, hospitality lounges.

Create the Echo of a Thousand Good TimesCan DoR1
*

OpenTable employee stage program with restaurants

Create the Echo of a Thousand Good TimesCan DoR1
Create the Echo of a Thousand Good TimesR1

Employee support call sit-in

Create the Echo of a Thousand Good TimesCan DoR1
*

Turn on points donation in markets after natural disasters/crisis

Create the Echo of a Thousand Good TimesCan ShiftR1
*

OpenTable employee service days

Create the Echo of a Thousand Good TimesCan DoR1
*

Employee to employee spot bonus/recognition program

  • Spot bonus WITH an OT-branded reloadable gift card
Create the Echo of a Thousand Good TimesCan DoR1
*

Other department representation beyond sales at Chef's Table/Grand Cru

Create the Echo of a Thousand Good TimesR1

OpenTable corporate housing

Create the Echo of a Thousand Good TimesSeemed Like a Good Idea at the TimeR1

Celebrating restaurant milestones

Create the Echo of a Thousand Good TimesCan DoR1

Employee badges for restaurant visits/calls

Create the Echo of a Thousand Good TimesR1

Reward restaurants' longevity on OpenTable

Create the Echo of a Thousand Good TimesCan DoR1

Reward OpenTable employees longevity

Create the Echo of a Thousand Good TimesCan DoR1
*

Deploy OT employee to work NYE at all restaurants affected last year during 2016 NYE outage

Control the Damage Ahead of TimeSeemed Like a Good Idea at the TimeR1

Generate a customer guarantee to restaurant customers

Control the Damage Ahead of TimeCan DoR1

Being proactive - admit to fault

Control the Damage Ahead of TimeCan DoR1
*

Proactive communication to restaurants affected by NYE last year, direct line to support, beef up support team on NYE

Control the Damage Ahead of TimeCan DoR1
*

May day live chat button 24/7 within GC

Control the Damage Ahead of TimeCan JustifyR1
*

Self-service billing and reminders in GC; ability to change cc info easily online

Control the Damage Ahead of TimeCan JustifyR1

A triggered free POP campaign to solve for last minute cancellations

Control the Damage Ahead of TimeCan JustifyR1

Combing sub 2 star reviews; give OT or restaurant oppty to make good

Control the Damage Ahead of TimeR1

Different constituents - Host, Manager, Owner. Invoice, FOH, iPhone App, Phone call, visit, QBR, other lifecycle touches. GCA, Phone and e-mail support. e-mail Marketing. Login Screen. Onboarding process. E-mails, Blog -- Open for Biz. OpenTable Consumer experience. ISR outreach. Innovation summits. Conferences.

Focus on the Field of AwarenessSeemed Like a Good Idea at the TimeR3

Pick a random restaurant and make them full. (buy dinner for people). Bring locals in potentially hard luck stories. Prevent the one more bad weekend. -- Enable extreme hospitality. OTT hospitality. Using the existing Visit Notes. OpenTable will pay for the cake. Regulars eat free for a year. Get with diners to describe their experience and re-enact it. Create apprenticeship levels for service jobs. Help immigrants getting into the restaurant industry. Prisoners/Hard Luck in the kitchen have value in workplace when they leave. Giving back to community - Folk whose jobs were hit by fires or disasters. Quest Love to show up at the restaurant, Steph Curry eats here. Connect people who may not otherwise connect. Service families. Bring random people together. Host a TV series. Oprah on 60 min. Valentine's Engagement Proposal. Pop-up restaurant in city after city. Proceeds to charity -- helping restaurant workers. Tie in with Netflix and Chef's Table. OpenTable MasterChef Test kitchen available. Easter Eggs in the product. Fill Restaurant after the fire. Lyft rides home for staff after shift. Take people out to dinner.Create neighborhood restaurants form homes. Pot-Luck for restaurants. Staff meals for folk. Women in the restaurant industry. Opening consultants.

  • Regulars are Free
  • Regulars are Free
Exaggerate the ExperienceSeemed Like a Good Idea at the TimeR3
*

OpenTable Academy -- help open new restaurant. Ask An Expert. Provide legal, marketing etc.

  • Photo Shoots and Venue Makeovers, Certificates.
Exaggerate the ExperienceCan JustifyR3
*

Fill a struggling restaurant. With Locals, with OT folk, with anybody.

Exaggerate the ExperienceCan ShiftR3
*

Enable extreme hospitality. OverTheTop hospitality. Using the existing Visit Notes. OpenTable will pay for the cake. Regulars eat free for a year. Get with diners to describe their experience and re-enact it.

  • find out ahead of time, for example, if someone is proposing. then allow for ridiculous experience (fireworks, limos, music bands)
Exaggerate the ExperienceCan DoR3

OpenTable Test kitchen - Celebrity and give back to community.

Exaggerate the ExperienceCan JustifyR3

Sustainable Seafood. - food waste programs. Awareness. Best thing a person can do to reduce impact of climate change is eliminate food waste.

Exaggerate the ExperienceSeemed Like a Good Idea at the TimeR3

Acts of kindness and training for staff. Lyft rides, child care, Up-level certificate.

Exaggerate the ExperienceSeemed Like a Good Idea at the TimeR3
*

Help people get experience for specific jobs and level up on skill. Potentially great for immigrants. Big Starting point, huge employer.

Exaggerate the ExperienceSeemed Like a Good Idea at the TimeR3

Reviving a small town by bringing back a few restaurants and jobs.

Exaggerate the ExperienceSeemed Like a Good Idea at the TimeR3
*

Make is easy and fast for an OpenTable employee to fix or resolve a restaurant issue when they visit.

Exaggerate the ExperienceCan DoR3
*

Surprise zeroing out of bill for restaurants affected by natural disasters.

Exaggerate the ExperienceCan JustifyR3

Regulars are free. And we introduce stealth regulars to the restaurants. Maybe trigger at five years. Surprise and connect the stories of the diners to the restaurants.

Exaggerate the ExperienceCan JustifyR3

Zero out our bills for restaurants hit by natural disasters. As a surprise. Allow to give points to affected restaurants.

Remain RelevantCan JustifyR3

Find emotional or deep issue with a restaurant. Bring up how a bigger issue is affecting them. Like minimum wage increase or tip sharing for example. We know what they are getting hit with, be the expert, offer help and follow up. Put info at employee fingertips so they can suggest the next thing while they are connected to us.

Remain RelevantSeemed Like a Good Idea at the TimeR3

Labor, immigration and tax problems hitting the industry. Understanding rent increases. -Share intel and info by geography to help inform decisions.

Remain RelevantCan ShiftR3

Attrition and recruiting. - Create database of FOH and BOH staff. Know when restaurants close and that their people need a place to go. Make available for all staff and restaurants. Profile of professionals on our network. Helping culinary schools and hospitality programs concentrate on FOH management. Crate job boards and database of people. B2B profile.

Remain RelevantCan JustifyR3
*

Create networking events of influences and industry folk. i.e. Create network of women in the restaurant industry. Host and encourage local forums. Allow and facilitate this. Pay for travel and create connection opportunities.

Remain RelevantCan JustifyR3
*

Micro loans for restaurant startups or those restaurants who need a push. Connect diners who have a bunch of cash. Facilitate and kickstart. Micro-lending matching.

  • Partner with services who do this.
Remain RelevantCan JustifyR3

This is not a thing. Ignore. I did not know how to delete this.

Remain RelevantSeemed Like a Good Idea at the TimeR3

Tally of connections made and people touched at influence events shared with all employees. Also show we understand our customer's business. How can we also expand that connection to all employees. Work shifts at restaurants. Show how many years experience we have.

Create the Echo of a Thousand Good TimesCan JustifyR3
*

Enable an employee ambassador program. Train on how to handle different questions and the experience. If people want to be out there we should allow it.

Create the Echo of a Thousand Good TimesCan DoR3

70% of our employee base is remote from SF. sending teams out to them, bring them to SF. Show commitment to these teams. What can we do for professional development?

Create the Echo of a Thousand Good TimesCan JustifyR3

Christa and other big shots rotate visits to every office every two years.

Create the Echo of a Thousand Good TimesCan DoR3

Employee onboarding. Everybody cycles through a restaurant. How to work with and touch restaurants. How to envelop our employees into restaurant culture. Enable people to "live hospitality". On the other side, those from restaurant background can get the skills they need (i.e. Excel training). Offer follow-up training 6 months in, a couple of years in.

Create the Echo of a Thousand Good TimesCan DoR3
*

Employee nominates and give treat to favorite restaurant.

Create the Echo of a Thousand Good TimesCan DoR3
*

Enable giving back time and effort to the community. Bolt on to influencer events community outreach - nominated for by the invited restaurants. Spend our time at the restaurant's discretion. Work with the restaurant staff at this event.

Create the Echo of a Thousand Good TimesCan ShiftR3

Run a one-night pop-up. At direction of local chef, but staffed front and back of house by OT employees.

Create the Echo of a Thousand Good TimesSeemed Like a Good Idea at the TimeR3

Day in the life of all departments.

Create the Echo of a Thousand Good TimesCan DoR3

Modern-day OTC or OTA setup. GC down. How to better inform restaurants of what to do in case of drastic down time. SMS notification, in-app notification. Phone tree.

Control the Damage Ahead of TimeCan ShiftR3
*

Allow preemptive compensation before they contact us.

Control the Damage Ahead of TimeCan JustifyR3
*

Humanizing the release notes. When we build something new inform the customers who were specifically asking for it. Call out restaurants who asked for these items in the Product Marketing comms to restaurants.

Control the Damage Ahead of TimeCan DoR3
*

Enable first-level employees to surprise and delight. Empower the team.

Control the Damage Ahead of TimeCan ShiftR3

More empathy on lockouts. Both in timing, tone and delivery. Also How can we help them pay their bill (payment plans for seasonal sites) Partnership with square loans. more than just extending the payment, allowing them to do more business.

Control the Damage Ahead of TimeCan DoR3
*

Preemptive call or contact when we know the may experience an issue.

Control the Damage Ahead of TimeCan DoR3

Arrival: pre-dinging mode; coordinating the party for arrival and setting expectations with party and restaurants. Stressful if not on time, stressful if you're going to be lingering in the waiting area (diner gets alerted to the whereabouts of others in the party / that is shared with restaurants).

Focus on the Field of AwarenessCan ShiftD2

The bill: during any meal, it's the only part of the process that isn't enjoyable, inherently is waiting/paying the bill.

Focus on the Field of AwarenessSeemed Like a Good Idea at the TimeD2

Having to tell the server what I like, dislike or detest - I hate [XYZ] (DenisMayo) - I want to pass this information to the restaurant so that I can focus only on their recommendations / cut down on the back and forth.

Focus on the Field of AwarenessCan ShiftD2

Marie: automated social proof. "your friends dined here"

Focus on the Field of AwarenessCan DoD2

Denis: trending dish. What do I need to order when I get to this restaurant? What would fit my taste profile? How does this take into account the things I love and hate?

Focus on the Field of AwarenessCan JustifyD2

Decode the wine-list. Integration with Vivino. I'm feeling lucky. Pick a GOOD bottle, not the second least expensive. Pair it with what you'll order; we see that you've ordered X DISH, you should order X WINE.

Focus on the Field of AwarenessSeemed Like a Good Idea at the TimeD2

Help me nav the menu. How do I maximize the bang for buck here? I have no money, how can I push it?

Focus on the Field of AwarenessSeemed Like a Good Idea at the TimeD2

Magic Menu: scarcity of menu items; trending tonight; chef recommends. "A burger was overcooked - want it for $5 off?"

Focus on the Field of AwarenessSeemed Like a Good Idea at the TimeD2

Collaboration on where to go with friends; "Does everyone like this?"

Focus on the Field of AwarenessCan ShiftD2

Planning for an occasion for people you don't know particularly well.

Focus on the Field of AwarenessSeemed Like a Good Idea at the TimeD2

SUMMARY: Whittling down on a place to go; evaluating whether X or Y or Z is the right place for your occasion; what should I order? what should I recommend to others on my party? After deciding - sharing the details with your party; Pre-dining/Arrival - what to do before we get there or after (bar, desserts, etc);

Focus on the Field of AwarenessD2

Secret Chef / Chef comes to house w/amuse bouche the previous evening.

Exaggerate the ExperienceCan JustifyD2

Randomly pay for people's meal that took our recommendation.

Exaggerate the ExperienceCan DoD2

Restaurant crawl - first 10 parties - we'll pay for THIS DISH HERE; THAT DISH THERE; THOSE DISHES THERE

Exaggerate the ExperienceCan JustifyD2

Corporate / Social responsibility - restaurants donating all their food to serve to the homeless for one night.

Exaggerate the ExperienceCan DoD2

Pay for *part of your meal* / Pay for the whole meal - leave behind at the bill.

Exaggerate the ExperienceCan DoD2

Push notification during meal; enjoy your meal - wine / meal / app on us. Remind them we're a part of their meal.

Exaggerate the ExperienceCan JustifyD2

Oprah XMas special: for a particular night - everyone eating at a particular restaurant gets something.

Exaggerate the ExperienceCan JustifyD2

Find out where people want to go and we fly them there.

Exaggerate the ExperienceCan JustifyD2

Take chefs somewhere; take to the airport; communal table in a place where camaraderie / connection isn't so expected.

Exaggerate the ExperienceCan JustifyD2

Buyout a full restaurant. For folks looking for availability: "please join us for a special event".

Exaggerate the ExperienceCan JustifyD2

We know when it's your special occasion / anniversary - we buyout the whole restaurant.

Exaggerate the ExperienceCan JustifyD2

On a special occasion (anniversary, engagement, etc) - buyout a full restaurant - bring people/family to the restaurant.

Exaggerate the ExperienceCan JustifyD2

Dine around the world: Follow-the-sun dining. We pick up the check at 1 meal every turn, around the world.

Exaggerate the ExperienceSeemed Like a Good Idea at the TimeD2

Connection: facebook party. 1 person kicks off a party, invites 1, and everyone else follows.

Exaggerate the ExperienceSeemed Like a Good Idea at the TimeD2

"Dream Dinner" - who would you invite to your dream dinner? And we make it happen.

Exaggerate the ExperienceCan JustifyD2

Send the chef to show up at their home to ask why they didn't show up...

Exaggerate the ExperienceSeemed Like a Good Idea at the TimeD2

Date night on OpenTable - take parents out to shop, kids are babysat, we set them up at the highest end restaurant possible.

Exaggerate the ExperienceCan ShiftD2

College kids / Catering frat party. How do you do something extravagent for that demo. What about when it's test time?? Can we cater while studying is in session? Late night dining for college kids. Take college students... on a bus... to somewhere for 4th meal.

Exaggerate the ExperienceSeemed Like a Good Idea at the TimeD2

Submit best ramen; hacked up recipe using cheapest ingredients. Winner gets to have it put on a menu / gets to meet with chef.

Exaggerate the ExperienceCan ShiftD2

Create a pop-up of a very popular brunch spot.

Exaggerate the ExperienceSeemed Like a Good Idea at the TimeD2

"Rescue a restaurant". Took care of costs, remodel, analysis support, marketing support, etc. and turn it around. Be our product and put our experts in marketing, hospitality, analysis, etc.

Exaggerate the ExperienceCan JustifyD2

Push notification: geo-fence every gym... buy them a meal bc they've earned it.

Exaggerate the ExperienceSeemed Like a Good Idea at the TimeD2

Everyone traveling from X to Y gets fed by opentable with the food from the very best chef in Rome. When in Rome, book your next meal on OpenTable.

Exaggerate the ExperienceCan JustifyD2

STAN's IDEA. Troll special notes: follow up when there is a proposal, big business deal, anniversary with an email to ask for photos. And each year, to commemorate, we send them a Gift Card.

Exaggerate the ExperienceCan ShiftD2

365 days of OpenTable... what's your dream meal/dream restaurant. Highlight couples/groups celebrating an occasion, paid for OT, each day.

Exaggerate the ExperienceCan DoD2

Turning no-show / cancel into a positive. When someone can't make it for an unfortunate reason, we send the chef to them. We send them a gift card to 'make it up' in the future.

Exaggerate the ExperienceCan JustifyD2

Bring families together - who wish they could be together / cannot because of circumstances (military, business travel, not enough money, etc.) together. Pay for travel, meals, etc. "I need to make a reunion with this group; logistics tough to plan, etc."

Exaggerate the ExperienceCan JustifyD2

Mother's day - bring family together when someone is deployed (mom, child, husband).

Exaggerate the ExperienceCan JustifyD2

Connection: The table is just the start. Channeling our inner Ellen, we want to connect those that can't otherwise be together. Mother's Day, Valentine's Day.

Exaggerate the ExperienceCan JustifyD2

Connection: The table is just the start: poll our diners for their dream dinner guest list, and then make it happen.

Exaggerate the ExperienceCan JustifyD2

"The Yes Mobile": A way to reinforce our central role in celebration/special occasions: troll social media for engagements around a point of interest and create a popup experience for them.

Exaggerate the ExperienceCan JustifyD2

Global travel: For everyone traveling from X to Y (NY to Rome) we have a legendary chef prepare a quintessential Italian dish brought to you by OT. Provide each traveler with a list of recommended restaurants for any/all groups/occasions.

Exaggerate the ExperienceCan JustifyD2

Restaurant Crawl | bus from hotspot to hotspot, top 10 dishes in a city (dine like a local), 10 amazing restaurants / 10 amazing dishes, themed crawls (meat-lovers crawl, vacation crawl, etc)

Exaggerate the ExperienceCan ShiftD2

Employee ambassador program/Citizen jounalist: Every OpenTable employee is incentivized to use our product and contribute to our ecosystem. Every employee is compped $X each year or X reservations a year IF... they contribute to the experience. A)review restaurant B)submit photos C)review your experience w/OT, provide feedback on how well profiles represent the experience and figure out how to tailor - pipe that feedback to relevant folks (perhaps through EMPLOYEE MODE site app) . Eventually, extend invitation to this to broader audience of OpenTable users.

  • Have to start internally; get people passionate about OpenTable's products; We need internal folks to advocate first... then open to our users., Create diner feedback platform..., Invite OpenTable diners that are evangelists into our platform
  • Have to start internally; get people passionate about OpenTable's products; We need internal folks to advocate first... then open to our users., Create diner feedback platform..., Invite OpenTable diners that are evangelists into our platform
  • Have to start internally; get people passionate about OpenTable's products; We need internal folks to advocate first... then open to our users., Create diner feedback platform..., Invite OpenTable diners that are evangelists into our platform
Exaggerate the ExperienceD2

Encourage a community dialog (diner to diner)

Remain RelevantCan JustifyD2

Restaurants open as foodbanks during catastrophe

Remain RelevantCan ShiftD2

OpenTable to pay for meals in troubled areas (Harvey, Wildfires). Disaster relief is a must... ongoing relief and recovery is particularly important. Certificates to be used in an ongoing way.

Remain RelevantCan JustifyD2

Bringing our diners into No Kid Hungry a bit more / Convert points to any charity.

Remain RelevantCan JustifyD2

Busy, stressed, overwhelmed, overworked... stretched for $ (cash poor, plenty of money on paper)... hands are full, managing kids, managing family... low on energy........ HOW DO WE HELP:

Remain RelevantD2

We want people to come a dine - there are real world challenges (kids) - how do we eliminate that challenge? Teach kids to cook, onsite, bring kids to dinner.

Remain RelevantSeemed Like a Good Idea at the TimeD2

Community: get people to feel more a part of their local community

Remain RelevantD2

Escape: how do we help people escape?

Remain RelevantD2
*

Let GC guide your conversation with guests. We can cue a host, server, chef, etc. with information about a user's location - paired with a news reel - allowing a restaurant employee to have a more personally relevant conversation. They can be sympathetic when needed, they can be topical (sports, events, etc) in a natural way.

Remain RelevantCan JustifyD2
*

Better understand the motivation of a meal. Why is a diner looking forward to this meal, what is the occasion, what are you excited or nervous about? Ensure the restaurant is aware of this to ensure a personalized reception. ....OpenTable could also step in to selectively or randomly comp a meal....

Remain RelevantCan ShiftD2
*

We create an OpenTable certification; we create an award system to recognize RESTAURANT EMPLOYEES that go above and beyond on behalf of a diner. Recognize RESTAURANTS that go above and beyond on behalf of a diner. OpenTable is the one that enables great hospitality - the restaurants execute.

Remain RelevantCan JustifyD2

OpenTable CERTIFIED kid-friendly & high quality

Remain RelevantCan JustifyD2

Trigger words in 'reasons for cancel' text field. That should go into a queue for triage/outreach.

Remain RelevantCan JustifyD2

Restaurant meetups w/Diner VIPs. Panel of restaurant owners & diners.

Remain RelevantCan DoD2

Meet up between restauranteurs, diners and tablemates

Create the Echo of a Thousand Good TimesCan DoD2

Positive stories about: Christa's restaurant visits or customer care's above and beyond stories

Create the Echo of a Thousand Good TimesCan ShiftD2
*

Book: Top 1000 customers/diners get a special gift from OT of memory book of special occasions: Diners of OpenTable (coffee table book) gift, ad campaign,

Create the Echo of a Thousand Good TimesCan ShiftD2

Diners' year in review of your dining experiences over the year

Create the Echo of a Thousand Good TimesCan DoD2

A story around the 20 years of opentable - diners and restaurants from the beginning. kids born with OT was born.

Create the Echo of a Thousand Good TimesCan ShiftD2

20 years of connections ad campaign

Create the Echo of a Thousand Good TimesCan JustifyD2

time-hop of reviews and reservations made (sync to linkedin and facebook so you can tie dining to your social network)

Create the Echo of a Thousand Good TimesCan ShiftD2

Push notification -- reminder of an important meal (anniversary dinner)

Create the Echo of a Thousand Good TimesCan ShiftD2

Get "paid" / reimbursed for using our product and contributing to our eco-system

Create the Echo of a Thousand Good TimesCan ShiftD2

Volunteer day for employees and to tell the story around this

Create the Echo of a Thousand Good TimesCan ShiftD2
*

Pop up restaurant ran by OT employees, profits go to non-profit -- so we actually know how a restaurant is ran and the employees can eat at the restaurant. (mtg place for the three groups to come together)

Create the Echo of a Thousand Good TimesCan JustifyD2

Celebrity chefs to come to a professional kitchen here to cook for our employees

Create the Echo of a Thousand Good TimesCan JustifyD2

Community classes on how to run a restaurant, how to be a great hostess, how to cook, etc...

Create the Echo of a Thousand Good TimesCan DoD2
*

Coding classes held at OT

Create the Echo of a Thousand Good TimesCan DoD2

Class for REM (rockstar evil marketers) ;-P

Create the Echo of a Thousand Good TimesCan DoD2

Mentoring program for the community / at-risk youths

Create the Echo of a Thousand Good TimesCan DoD2

OpenTable sponsored restaurants for at-risk youth

Create the Echo of a Thousand Good TimesCan JustifyD2

OpenTable insiders picks. Blockbuster-style employee picks.

Create the Echo of a Thousand Good TimesCan ShiftD2

The Bat Signal: A person calls or shows up at your home when you can't make a reservation (A good time guaranteed)

Control the Damage Ahead of TimeCan JustifyD2

Using social media as a channel for signals of issues and reach out immediately.

Control the Damage Ahead of TimeCan ShiftD2

Bad experience at a restaurant and they complain -- can OT fix this solution for them? (give the feedback to the restaurant to make whole, etc)

Control the Damage Ahead of TimeCan JustifyD2

If a diner goes to a restaurant and the restaurant doesn't have the reso, can we have a dining concierge for them to contact to fix the situation? (Concierge can offer restaurant $ for an extra seat, get another reso nearby really quick, send a car, comp a glass of wine/meal)

Control the Damage Ahead of TimeCan JustifyD2

Bad review left - we comp their meal

Control the Damage Ahead of TimeCan JustifyD2

Bad review trigger to OT

Control the Damage Ahead of TimeCan ShiftD2

Troll competitor reviews that are 1 star reviews and make good for them from OT. Tell the restaurants that we saved the diners for them.

Control the Damage Ahead of TimeCan ShiftD2

for winbacks, product failures, we fill the restaurant with OT employees to make it whole

Control the Damage Ahead of TimeCan ShiftD2

Understand if the restaurant meets the occassion

Focus on the Field of AwarenessSeemed Like a Good Idea at the TimeD1

Under

Focus on the Field of AwarenessSeemed Like a Good Idea at the TimeD1

Understand if the restaurant fits their needs

Focus on the Field of AwarenessCan DoD1

Remind them of past great experiences or poor experiences

Focus on the Field of AwarenessCan ShiftD1

Recommendations and reviews that were spot on and helpful

Focus on the Field of AwarenessCan ShiftD1

Social reviews - people they know and trust

Focus on the Field of AwarenessCan ShiftD1

Special experience in the restaurant b/c they used OT

Focus on the Field of AwarenessCan JustifyD1

Fast, easy and reliable booking

Focus on the Field of AwarenessCan DoD1

Coordinating and planning others

Focus on the Field of AwarenessCan DoD1

End to end better experience

Focus on the Field of AwarenessSeemed Like a Good Idea at the TimeD1

Having whole dining life in one place

Focus on the Field of AwarenessCan ShiftD1

Get rewarded for using the service

Focus on the Field of AwarenessCan DoD1

Acknowledge my milestones and important days

Focus on the Field of AwarenessCan ShiftD1

Making them feel comfortable with the journey to the table

Focus on the Field of AwarenessSeemed Like a Good Idea at the TimeD1

Having an open communication channel with the restaurant

Focus on the Field of AwarenessCan DoD1

Insight into the restaurant experience and reason for being

Focus on the Field of AwarenessCan ShiftD1

Understanding of the restaurant neighborhood and local culture

Focus on the Field of AwarenessCan ShiftD1

Directly connecting restaurant and diner in advance of the meal

Focus on the Field of AwarenessCan DoD1

What the restaurant is known for - dishes, features, atmosphere

Focus on the Field of AwarenessCan DoD1

What are the cultural norms and rules around dining in the area?

Focus on the Field of AwarenessCan ShiftD1

How I can get a table at the hottest places?

Focus on the Field of AwarenessCan ShiftD1
*

Any table you want on your birthday

  • Could be a perk for all OT employees - OT buys dinner and gets you into the restaurant of choice.
Exaggerate the ExperienceCan JustifyD1

OpenTable randomly buys you dinner.

Exaggerate the ExperienceCan ShiftD1

Free dinner for the full restaurant one night.

Exaggerate the ExperienceCan JustifyD1
*

Go out to an italian restaurant and you get a free trip to Italy with the chef...

Exaggerate the ExperienceCan ShiftD1

We make your last supper meal happen. (not actually your last supper, though)

Exaggerate the ExperienceSeemed Like a Good Idea at the TimeD1

Free meals after a disaster - we fund it at restaurants to serve free meals.

Exaggerate the ExperienceCan JustifyD1

Thanksgiving dinner is on OpenTable. Or we give out dinners for Thanksgiving.

Exaggerate the ExperienceSeemed Like a Good Idea at the TimeD1

Fly people to have dinner with their mom for mother's day that otherwise cannot be. Same thing for military folks in service.

Exaggerate the ExperienceCan ShiftD1

What if we did dinner for restaurant staff the day after a big holiday.

Exaggerate the ExperienceCan JustifyD1

Restaurant workers day - OT buys you dinner.

Exaggerate the ExperienceCan JustifyD1

Bring great chefs to hospitals. Bring great chefs to a long flight from OpenTable.

Exaggerate the ExperienceSeemed Like a Good Idea at the TimeD1
*

Bring great food to people waiting in line at the DMV.

Exaggerate the ExperienceCan ShiftD1
*

You can add someone to your reservation that is a celebrity.

Exaggerate the ExperienceCan JustifyD1

OpenTable's reservation recommendation telephone line with celebrity chef recommending restaurants.

Exaggerate the ExperienceCan JustifyD1

Every millionth diner gets something amazing - year free, trip, etc.

Exaggerate the ExperienceCan DoD1

Diners can work in a famous restaurant kitchen one night? Or cooking classes with the chef.

Exaggerate the ExperienceCan JustifyD1

We give you the ability to actually have dinner with anyone that is Living or dead (okay just living).

Exaggerate the ExperienceCan JustifyD1

"This is your life" at a restaurant.

Exaggerate the ExperienceCan JustifyD1

"Fake diners" do a song and dance for your engagement dinner.

Exaggerate the ExperienceCan JustifyD1

Military night - OT Buys you a beer or champagne.

Exaggerate the ExperienceCan JustifyD1

Bkk\

Exaggerate the ExperienceSeemed Like a Good Idea at the TimeD1

Bkk\

Exaggerate the ExperienceSeemed Like a Good Idea at the TimeD1

Book anything (ice cream, experience, etc.)

Exaggerate the ExperienceSeemed Like a Good Idea at the TimeD1
*

OpenTable follows up with the guest notes afterwards to see how it went (wedding proposal, anniversary, birthday) with customized email or phone call.

Exaggerate the ExperienceCan ShiftD1
*

Free anniversary dinner at that restaurant if you get engaged there paid for by OT.

Exaggerate the ExperienceCan JustifyD1

OT doubles down when you are celebrating something (beating cancer, new job, birthday, new baby, divorce)

Exaggerate the ExperienceSeemed Like a Good Idea at the TimeD1
*

Get out of jail free card - OT concierge that "makes something amazing happen quickly"

Exaggerate the ExperienceCan JustifyD1

What was your favorite meal? We will recreate it.

Exaggerate the ExperienceCan JustifyD1

OpenTable mulligan - it didnt go as planned the first time, we can help you do it again better this time.

  • Could be a customer service thing too. When someone has a bad experience through OT (even if its the restaurants fault), OT helps you do it again and ensures its great.
Exaggerate the ExperienceCan JustifyD1

Pay it forward...you reserve at OpenTable. When you get home, we give you the ability to choose someone have dinner on OT.

Exaggerate the ExperienceD1

Pay it forward - you can buy the next person at the table a drink.

Exaggerate the ExperienceSeemed Like a Good Idea at the TimeD1

Kids school lunches - OpenTable takes famous chefs to improve the food at schools.

Exaggerate the ExperienceCan JustifyD1

Diners get a chance to compete to open their own restaurant that OT funds.

Exaggerate the ExperienceSeemed Like a Good Idea at the TimeD1

Most frequent diners in SF from OT are presented with free dinner by OT employees one Saturday night.

Exaggerate the ExperienceCan DoD1

Throw a massive dinner party for OT diners with most reservations (at a famous place)

Exaggerate the ExperienceCan JustifyD1
*

Admin assistant day - we pay for your admin to out.

  • Same for concierges, others to celebrate (military, moms, etc.)
  • Same for concierges, others to celebrate (military, moms, etc.)
Exaggerate the ExperienceCan JustifyD1

Concierges dine for free one night on OT. Create concierge day as a holiday.

Exaggerate the ExperienceCan JustifyD1

OT popup that rotates through immigrant cuisines run by recent immigrants.

Exaggerate the ExperienceSeemed Like a Good Idea at the TimeD1

After house fire - OT buys you dinner for X weeks to get back on your feet.

Exaggerate the ExperienceCan JustifyD1

OT restaurant incubator - restaurant that we enabled folks to get their start in.

Exaggerate the ExperienceSeemed Like a Good Idea at the TimeD1

Chef Swap - Fine dining and casual dining chefs are swapped to give folks a taste of new cuisines.

Exaggerate the ExperienceSeemed Like a Good Idea at the TimeD1
*

OT food trucks that land in disaster areas.

Exaggerate the ExperienceCan JustifyD1

OT White party - national picnic.

Exaggerate the ExperienceCan JustifyD1

OpenTable say "Thank You" to restaurants by waiving all cover fees on Thanksgiving dinner.

Exaggerate the ExperienceSeemed Like a Good Idea at the TimeD1

OpenTable "amuse bouche" - first X diners each month are free.

  • Edited to first X diners ever on OpenTable. Or a small amount every year?
Exaggerate the ExperienceD1

Find diners who have been trying to use OpenTable to get into a restaurant but its never available...and get them reservations and buy them dinner.

Exaggerate the ExperienceSeemed Like a Good Idea at the TimeD1

Find diners who have been trying to use OpenTable to get into a restaurant but its never available...and get them reservations and buy them dinner.

Exaggerate the ExperienceSeemed Like a Good Idea at the TimeD1

Giving our employees an employee support line to share stuff that is not working for restaurants and diners and there is a commitment to fix things and make things right.

Exaggerate the ExperienceCan DoD1

OpenTable employees are required to work in a restaurant when they start at OT to build empathy and understand the diners and customers.

Exaggerate the ExperienceCan DoD1

OT doesnt charge restaurants for their reservations. And we get premium access to the restaurants. The restaurant can put X diners on their own VIP list and we dont charge them for those diners and they see premium availability as well. And OT most valuable diners. Get access to premium availability.

Exaggerate the ExperienceCan JustifyD1
*

OT disaster response - trucks, feeding diners.

Remain RelevantCan JustifyD1

How do we become the spot for information during a disaster - which restaurants are open. Where people can get food and supplies to feed their families. Jobs that restaurants need help with, etc.

  • Get restaurants a "we are okay/not okay" button in owner app/GuestCenter
Remain RelevantCan ShiftD1

How do we celebrate with diners for important milestones - birthdays, beating cancer, new job, etc.

Remain RelevantD1

OpenTable as a mouthpeice for how diners can help during a crisis. We tried with Raise the Glass"

Remain RelevantCan ShiftD1
*

Could OpenTable launch crowdfunding platform for restaurants to raise money quickly (if they are in need) and provide value back in meals later.

  • Could be to help with openings as well.
Remain RelevantCan JustifyD1

When someone books a lot and then stops booking something has happened in their life. How do we be relevant here? They had a baby, they lost their job, they moved, they are sick, etc. Seems like a high leverage point for us to be able to be important to them besides just "dine out again or we miss you".

Remain RelevantSeemed Like a Good Idea at the TimeD1
*

For people with kids, if we know how old their kids are, we can provide them with advice and information that we don't give today. Tips, lists, ideas, etc. Partnership with Care.com. Content that makes dining out with kids easier. Or how to dine out more when you have kids. List of ways to make dining with a 5 year old easier.

  • OT to send out a branded kit to restaurants to give toys and games to kids.
Remain RelevantCan ShiftD1

Content around what else to do than give your kid a phone or ipad at the restaurant table. #dineresponsibly campaign. Also advice to restaurants for what to do here and if they participate, we put them on a special kid-friendly list.

Remain RelevantCan ShiftD1

What does our app do when you are in "dining mode"? How do we encourage you to put your phone away and/or understand what is going on (wine list, menu terms/glossary, tipping advice, review snippets, dish recommendations)

Remain RelevantCan DoD1

The OpenTable "hero" desk - ability for us to have a concierge desk that "Saves the day" when something happened - you need a table, you are stuck somewhere, you need an extra hand, etc.

Remain RelevantCan JustifyD1
*

When folks cancel, it is an important touchpoint to gather info on diners lives and how we can help. What can we do to take advantage of this? For super popular restaurants, when someone cancels, it might be really hard to get another booking. Could we prioritize these folks to make it easier if they changed their plans due to something unavoidable? Alerts to give them priority on available tables?

Remain RelevantCan JustifyD1

How do you turn someone around that we just found out got injured, lost a family member (mom's day response, etc.) can we send food to them? Caviar partnership.

Remain RelevantCan JustifyD1
*

How does opentable use dining as a conduit for change. Get opposite sides of an issue around the table and publish ways to find common ground and move forward together.

Remain RelevantCan JustifyD1
*

Enable restaurants to showcase the community give back and charities they participate in on their restaurant profile page.

  • and donate to their points or more to these charities.
Create the Echo of a Thousand Good TimesCan ShiftD1

Company matching of employee gifts, enable employees to give back to the communities they are in during business hours.

Create the Echo of a Thousand Good TimesCan JustifyD1

Enable restaurants to be merchandised better as "environmentally friendly" or "sustainable food"

Create the Echo of a Thousand Good TimesCan ShiftD1
*

Enable diners to donate their points (and possibly even more) for every reservation and ensure we merchandise it to diners and restaurants the impact. Flag in OT software that this diner has donated their points or given a donation. Maybe the diners get better service by the restaurant.

Create the Echo of a Thousand Good TimesCan JustifyD1

Round-up program with a match from OT at as many restaurants as possible.

  • This is the ability to round up your bill to donate the change.
Create the Echo of a Thousand Good TimesCan JustifyD1

OpenTable to create a fund for restaurant workers to help them through hard times (disability, family situation).

Create the Echo of a Thousand Good TimesCan JustifyD1

Enable diners to contribute from the restaurant profile page directly to the charities that the restaurant cares about in their community. Restaurants dont feel badly about people coming to the OT page for their restaurant vs. directly to the restaurant website.

Create the Echo of a Thousand Good TimesCan ShiftD1

Enable diners to volunteer for helping restaurants in their community via OT (e.g., an accountant that uses OT can help a restaurant learn how to keep their books).

Create the Echo of a Thousand Good TimesCan JustifyD1
*

Enabling OT employees to have branded personalities on the OT experience - favorite lists (ala Blockbuster employee)

  • And send out in emails to diners!
Create the Echo of a Thousand Good TimesCan ShiftD1

Email to diners with an employee list of top picks - get to know the employee and what he/she loves about eating locally

Create the Echo of a Thousand Good TimesCan ShiftD1

Showing diners the impact we have on the restaurant industry - revenue generated, tips generated, seated diners

Create the Echo of a Thousand Good TimesCan ShiftD1

OpenTable to pay for the healthcare bill for all restaurant employees for a week to show we care about the folks who work there.

Create the Echo of a Thousand Good TimesSeemed Like a Good Idea at the TimeD1
*

OpenTable scholarship for restaurant employees - help pay for training and education.

Create the Echo of a Thousand Good TimesCan JustifyD1

Brand campaign that shows that we understand the importance of what happens around the restaurant table for consumers. All the moments that happen in the restaurant.

Create the Echo of a Thousand Good TimesCan JustifyD1
*

How do we share the magical stories diners tell us about the experience at the restaurant with the diners. We should include these review snippets with their bill or with their reports.

  • This should read "how can we tell restaurants" not the diners.
Create the Echo of a Thousand Good TimesCan ShiftD1

Add life events to the diner profile. Married. Had a kid. Where did you get engaged? What restaurant was your first date at? Ask people why they added a restaurant to their favorites.

Create the Echo of a Thousand Good TimesCan ShiftD1
*

Enable diners to create a shareable map of dining occasions with context to what happened at the important ones (got engaged, first date, kid threw up on you, slapped by girlfriend, etc.).

Create the Echo of a Thousand Good TimesCan ShiftD1
*

Show diners the cumulative number of minutes that online waitlist saved them from actually waiting in line.

Create the Echo of a Thousand Good TimesCan ShiftD1

Task rabbit style product that will wait in line for you at the restaurant.

Create the Echo of a Thousand Good TimesSeemed Like a Good Idea at the TimeD1

Intercept diners heading into the food store and do their shopping for them while we send them to eat and relax. Recognizing the pace of their busy life.

Create the Echo of a Thousand Good TimesSeemed Like a Good Idea at the TimeD1
*

OpenTable mulligan - help desk to make things right RIGHT now.

Control the Damage Ahead of TimeCan JustifyD1
*

When you give a 2 or 1 star review, we give you a list of 5-star rated restaurants of other diners that also hated that restaurant

Control the Damage Ahead of TimeCan ShiftD1
*

Near me now list in the app when a diner shows up and the restaurant is closed or doesn't have their reservation and cant accommodate them.

Control the Damage Ahead of TimeCan DoD1

If someone searches for a restaurant on OT and then calls and books (and we can see they dined on that date as a phone reservation), we should be able to know that OT didn't work for them. What if we gave them points as a "sorry we didn't work for you, try again next time".

Control the Damage Ahead of TimeSeemed Like a Good Idea at the TimeD1

If someone searches for a reservation unsuccessfully at a restaurant 5 or more times, we grab a future date/time and hold it for them and offer to them.

Control the Damage Ahead of TimeCan ShiftD1

OpenTable platinum (points or pay to play) to give you an early jump on a % of reservations. (like early access for a fan club)

Control the Damage Ahead of TimeCan JustifyD1

False "no-shows" - they respond to the email that they actually did show up. What if we create a fun "ooops, of course you did" video message featuring Christa apologizing?

Control the Damage Ahead of TimeCan ShiftD1
*

Everytime we falsely accusing someone of no showing a reservation, we donate $1 (5 meals) to no kid hungry and we create a quick video.

Control the Damage Ahead of TimeCan JustifyD1
*

"Never show me this restaurant again" button - when someone has a bad experience at a restaurant, we can suppress the restaurant from every showing up in their logged in search results.

Control the Damage Ahead of TimeCan ShiftD1

Enabling video reviews for diners to use when making their decisions.

Control the Damage Ahead of TimeCan JustifyD1

Make a huge cake

  • with icing
  • And cookies
Exaggerate the ExperienceCan Justify12176-1

Anotehr one

  • adding this
Exaggerate the ExperienceCan Shift12176-1

This is relevant

  • yes it is
Remain RelevantCan Justify12176-1

This is relevant

  • yes it is
Remain RelevantCan Shift12176-1
*

Doable and affordable

  • Adding this
Create the Echo of a Thousand Good TimesSeemed Like a Good Idea at the Time12176-1

Another one

  • This is the other
Create the Echo of a Thousand Good TimesCan Do12176-1

Testing control

Control the Damage Ahead of TimeSeemed Like a Good Idea at the Time12176-1

Another control

  • control freak
Control the Damage Ahead of TimeCan Justify12176-1
*

Hidden HeroOh's

Create the Echo of a Thousand Good TimesCan Shift1912-3

Twinning/Buddy program - Employees to Clients matching

Create the Echo of a Thousand Good TimesSeemed Like a Good Idea at the Time1912-3

Community notice board

Create the Echo of a Thousand Good TimesCan Do1912-3

Tier, define and formulise for actioning ermergency

Control the Damage Ahead of TimeCan Shift1912-3
*

Exaggerated make-good - eg., concession content fix. Gold standard content free for a year

Control the Damage Ahead of TimeCan Justify1912-3

Hidden HeroOh! - uh-ooh on steriods; live tracking for the fix; follow-up in a unique way

Control the Damage Ahead of TimeCan Justify1912-3
*

re-roofting a cyclone hit town school with billboard skins

Exaggerate the ExperienceCan Shift1912-12

being briefed and thanking for the opportunity (surprise and delight)

Exaggerate the ExperienceCan Do1912-12
*

knowing all bday's of our clients and sending gifts (out of the blue, tailored to their interests)

Exaggerate the ExperienceCan Do1912-12

90 sec show reel of all that went into a proposal (brainstorms, passion, the ideas, etc)

Exaggerate the ExperienceCan Shift1912-12

personalising the clients route to work, engaging them with our screens on the first day with 'thank you messages'

Exaggerate the ExperienceCan Do1912-12

matching $$s spent with us on campaigns with $$s allocated to not for profits

Exaggerate the ExperienceCan Shift1912-12

in regions where our boards/sites dominate, give something back to that community (parks, pools, community centres, etc)

  • 'can shift' as it helps drive an internal oOh communty focussed spirit
Exaggerate the ExperienceCan Shift1912-12

agencies who are working late (eg pitch time), shipping in pizza's, etc (surprise and delight)

Exaggerate the ExperienceCan Do1912-12
*

a quarterly 'Dream Program'. making dreams come true... a client fam in needs, a team in need of a break/holiday, etc anything!!

Exaggerate the ExperienceCan Do1912-12

CBD site tours that a completed with an abseil down the side of a CBD tower.

Exaggerate the ExperienceCan Do1912-12

Lear Jet and/or helicopter site tours

Exaggerate the ExperienceCan Do1912-12

Giveaway a private jet experience, Syd to Melb, at Xmas time for shopping, $5000 in cashto spend

Exaggerate the ExperienceSeemed Like a Good Idea at the Time1912-12

Scholarship panel.... those who don't have the means receive the opportunity to receive the education they need (schoOhl!)

Exaggerate the ExperienceCan Justify1912-12

send Neil Perry to an agency to cook dinner during pitch time

  • ...not necessarily Neil Perry... could be a pizza!, but something where the sentiment smells like this
Exaggerate the ExperienceCan Do1912-12

send the poms home for Xmas and shut the gates (...no idea is a bad idea, right!)

Exaggerate the ExperienceSeemed Like a Good Idea at the Time1912-12

hug all poms as they arrive back to Australia after new years

Exaggerate the ExperienceSeemed Like a Good Idea at the Time1912-12

cheeky upgrades (eg lounge passes to clients who are travelling, Eco to Business Class, etc)

Exaggerate the ExperienceCan Do1912-12

when shit goes wrong with clients (eg Optus WC) we offer Optus a free campaign

Exaggerate the ExperienceCan Shift1912-12

Main event style, massive world stage speakers at a TedX (TedoOh!) style event (Hillary, Barrack, Kim Jong Il, etc), every quarter. innovation, inspiration, etc

Exaggerate the ExperienceCan Justify1912-12

Relevance to Industry: CEO of award winning airline to clients with airline clients (as part of our TedX style event)

Remain RelevantSeemed Like a Good Idea at the Time1912-12

Relevance to Lives: deeply capturing every element of someone's life (eg coffee drinker, likes RomCom, etc) and tapping into the moment wher least expected to be engaged with

Remain RelevantCan Do1912-12

Relevance to Industry: facilitating business forums that engage ad clients (FMCG eg) with commercial clients (eg shopping centres). oOh being the conduit between industries groups to get together, discuss challenges, address issues.

Remain RelevantCan Shift1912-12

Relevance to Industry: supporting business start-ups with marketing and media support (maybe for equity? but more about being relevant to client and the industry their in).

Remain RelevantCan Justify1912-12

Relevance to Lives/Industry: connecting agencies / clients /individuals to our commercial tertiary ed clients, and creating an opportunity for clients/agencies to up-skill in areas that benefit themselves, their agency, and their clients.

Remain RelevantCan Shift1912-12
*

Relevance to Position: bringing clients to the main stage of the TedX-style event, positioning them as the expert in the space, reinforcing their relevance in their role and elevating their position in the industry

Remain RelevantCan Shift1912-12

EMPLOYEE: being imaginative on the rewards (outside of salary) to drive the right behaviours (eg build the sales pipe to X by this date, and receive a dinner for you and your friend / partner, etc).

Create the Echo of a Thousand Good TimesCan Do1912-12

CLIENT: 'Late Night Zone' in the oOh Office. anyone still working late at night (at ooh or agency or client) is welcome at our office after 7pm... food, drinks, shared resources.... a hub for those that are working late, forging their career, and who truly give a shit.

  • ...even sleep pods for those working uber-late
  • ...mood board of those who have participated as part of this 'late night community'
  • ...and an uber style service to get everyone home
Create the Echo of a Thousand Good TimesCan Shift1912-12

COMMUNITIES: facilitating not for profit forums to share ideas, challenges, resources, etc,

Create the Echo of a Thousand Good TimesCan Shift1912-12

COMMUNITIES: harvest talent from uni's to be auto-placed into agencies, in marketing roles with clients or concession partners, or strat/sales roles within media owners.

  • build in a platform "seek of students'
Create the Echo of a Thousand Good TimesCan Shift1912-12
*

Campaign didn't go up, PR stunt amplification missed, time targeted activity running over time, site power down for days when the visiting global VP market is in town!, etc. HIT THE RED BUTTON... ie open up the communication lines and deal with it openly and honestly. THE RED BUTTON IS... a. establish what went wrong, how it went wrong, what's been done to get it back on track. b. confirmation on the implementation of the compensation c. surprise and delight to show how much we truly give a shit (hand written letter from the CEO, call from the CEO, tap into what t he campaign was all about and sort it. for example... Samsung campaign fucked up, so we go and buy 2000 Samsung phones and offer and additional campaign).

  • ...its a framework that needs to be established with a central point to quarter back the process (Tracey???)
  • ...the the final point of the framework is the key to the success. ensuring that we are over and above the compensation to ensure they still get the outcome they required (be creative, create the legend)
Control the Damage Ahead of TimeCan Shift1912-12

TOPIC: How do we induct a new agency person into the media world and educate them on OOH and oOh!. Could re create all of our different product environment in one spot

  • The oOh! Membership or loyalty program
Exaggerate the ExperienceSeemed Like a Good Idea at the Time1912-10

Random acts of Kindness

Exaggerate the ExperienceCan Do1912-10

Coffee Run in Branded Coffee Van.

Exaggerate the ExperienceSeemed Like a Good Idea at the Time1912-10

Gym memberships for our agency

Exaggerate the ExperienceCan Do1912-10

The oOh! Academy

  • Re create the different environments
Exaggerate the ExperienceCan Justify1912-10

Help people with their Charitable endeavours or aspirations.

Exaggerate the ExperienceCan Do1912-10

Find or Provide Time Saving Tools for our clients: Like creative check tools, or others

Exaggerate the ExperienceSeemed Like a Good Idea at the Time1912-10

Flights home for Xmas or relevant BIG events

Exaggerate the ExperienceSeemed Like a Good Idea at the Time1912-10

The oOh! Taxi service for late night works in agency

Exaggerate the ExperienceCan Justify1912-10

Personalised: induction, items, website access

Exaggerate the ExperienceCan Justify1912-10

iPads for site runs

Exaggerate the ExperienceCan Do1912-10
*

The oOh! Loyalty program: could be points or oOh! Dollars

Exaggerate the ExperienceSeemed Like a Good Idea at the Time1912-10
*

The oOh! Taxi or oOhber service for agency partners

Exaggerate the ExperienceCan Justify1912-10
Exaggerate the Experience1912-10
*

We want to create the oOh! Tasker: we do the stuff you cant or dont have time to do it

Exaggerate the ExperienceCan Justify1912-10

The oOh! Caravan / Winnebago that anyone can take for Free for a road Trip

Exaggerate the ExperienceSeemed Like a Good Idea at the Time1912-10

Using Technogy to create surveys to gauge client or partner sentiment. OR how do we just ask them what they need how do they feel.

Remain RelevantSeemed Like a Good Idea at the Time1912-10

Women in Media: Mentoring, safety, Family life, career, Maternity leave.

Remain RelevantCan Justify1912-10

A help line for employees or Agency partners.

Remain RelevantSeemed Like a Good Idea at the Time1912-10

Making sure we are asking the right questions at the right Time. Do we need training ?

Remain RelevantCan Justify1912-10

To Prove our relevance we must Listen and to ensure oOh! Response is appropriate

Remain RelevantCan Do1912-10

Media Junkee: A media website NON oOh branded for ALL the media community.

Remain RelevantSeemed Like a Good Idea at the Time1912-10

The oOh! Charity: create our own charity that supports others

Remain RelevantCan Justify1912-10

Let them know all things we are doing in the community. What we are spending and giving it out. How do we use our inventory to tell that community what we are doing.

Create the Echo of a Thousand Good TimesCan Shift1912-10

Using our medium to reinforce messages about Saftey eg people (women ) leaving work late

Create the Echo of a Thousand Good TimesCan Justify1912-10

How do we make sure there First week is Really important ?

Create the Echo of a Thousand Good TimesCan Do1912-10
*

How can we celebrate special moments for our clients and employees

Create the Echo of a Thousand Good TimesCan Shift1912-10

Anniversary for the media agency person and there relationship with oOh!

Create the Echo of a Thousand Good TimesCan Justify1912-10

The Love Tree: How people have helped you

Create the Echo of a Thousand Good TimesSeemed Like a Good Idea at the Time1912-10

Use our media to make the company or person Famous for a day. agency client win, award etc

Create the Echo of a Thousand Good TimesCan Shift1912-10

The oOh! Buddy system for our media agency partners.

Create the Echo of a Thousand Good TimesCan Do1912-10

Present to Uni students about the OOH in open days and across all types of degrees

Create the Echo of a Thousand Good TimesCan Shift1912-10

Create a list of all the problems we frequently get and what should our response be. What is our Delegated authority.

Control the Damage Ahead of TimeCan Do1912-10

Review Delegate Authourity rules and Values eg $5000 limited (not good anyway) was removed to Zero. So everything goes to Phil.

Control the Damage Ahead of TimeCan Do1912-10

Report the stuff ups and the fix for the clients. How did we make it good

Control the Damage Ahead of TimeCan Do1912-10

Cancellation Clause and terms need to be reviewed for a digital world

Control the Damage Ahead of TimeCan Do1912-10

We need an internal SLA to solve client issues and problems. How long will it take and how can we take out the layers of decisions.

Control the Damage Ahead of TimeCan Do1912-10

We need an internal SLA to solve client issues and problems. How long will it take and how can we take out the layers of decisions.

Control the Damage Ahead of TimeCan Do1912-10

Cafe - hire barista/ chef/ waiters for the day to give owners a day off

Exaggerate the ExperienceCan Justify1912-1
*

Heston Blumenthal to cook for a day in one of our cafes

Exaggerate the ExperienceCan Justify1912-1
*

Mark Bouris to give talks to small business owners

Exaggerate the ExperienceCan Do1912-1
*

Space experience for Airport partners

Exaggerate the ExperienceSeemed Like a Good Idea at the Time1912-1

Antarctica flight for Airport partners - fly where you don't usually fly

Exaggerate the ExperienceCan Justify1912-1
*

Retail Partners - Anna Wintour type person to give fashion tips/ day with partners

Exaggerate the ExperienceCan Justify1912-1

Experiential panels in commercial partners offices at Christmas to give gifts

Exaggerate the ExperienceCan Shift1912-1

At night, light up panel in Retail Centre as cleaner is nearby and ask what they want for Christmas - then deliver the present.

Exaggerate the ExperienceCan Do1912-1
*

Universities/ Small business - give students a mentor experience with Richard Branson type person/ or a scholarship

Exaggerate the ExperienceCan Do1912-1
*

Universities - pick a student, fund their education and life for X years, promote it as a joint approach with the uni

Exaggerate the ExperienceCan Justify1912-1

Office Partners - do something great for a tenant, donate advertising to help retailers

Exaggerate the ExperienceCan Do1912-1

Office - wash all cars in the car park one day

Exaggerate the ExperienceCan Justify1912-1
*

Sequential campaign across our network getting a deserving team member of commercial partners a holiday - "Sam, you deserve a break (with their photo on billboard", "Go to the Airport", get them on a flight to X - their face and name across our network etc

Exaggerate the ExperienceCan Shift1912-1

All commercial partners - do something at their home while they are at work (mow their lawn etc), focus on doing something that makes their family life better

Exaggerate the ExperienceCan Justify1912-1

Double whammy feelgood - time off experiencing a community based activity close to their heart e.g. save the pandas

Exaggerate the ExperienceCan Shift1912-1
*

Reciprocal presents (chocolates / flowers) unsuspecting partners

Exaggerate the ExperienceCan Do1912-1

Cut-outs of media articles that may be relevant to commercial partners, sent with a personalised email or handwritten note

Remain RelevantCan Do1912-1
*

Use Quanitum data to provide insights to our commercial partners on their businesses

Remain RelevantCan Do1912-1

Small business coaches

Remain RelevantCan Do1912-1

Remain relevant throughout the contract lifecycle - not just at point of establishment or renewal. Provide insights, advice, service levels

Remain RelevantCan Shift1912-1

Provide data and insights that are contextually relevant to businesses within a particular geographic area

Remain RelevantCan Do1912-1

Use content that has been specially produced on a broader scale for no financial gain to oOh!

Remain RelevantCan Do1912-1

Create digital games that can be utilised in cafes by different players to create a community that can both within a physical space and online

Remain RelevantCan Justify1912-1
*

Supporting local sports teams that are supported by our commercial partners e.g. Brisbane Airport sponsorship of local rowing team

Create the Echo of a Thousand Good TimesCan Do1912-1

High dwell time environments - value in celebrating clients birthdays, life events etc

Create the Echo of a Thousand Good TimesCan Do1912-1
*

Find common objectives with key clients (e.g. charities or causes we both support) and amplify our combined efforts

Create the Echo of a Thousand Good TimesCan Do1912-1

Planting a market/ community garden in front of our billboards regionally - promoting community effort to grow things together. Including a rain water tank (enviro friendly) etc etc etc

Create the Echo of a Thousand Good TimesCan Justify1912-1
*

Buying produce from our regional billboard owners, use the produce to cook meals for local community centres or charities - we're supporting the local community in different ways

Create the Echo of a Thousand Good TimesCan Justify1912-1

Sponsor self defence classes for our whole team and selected clients

Create the Echo of a Thousand Good TimesCan Justify1912-1
*

Matching program - you buy X posters or skins we donate X meals to charity or X blankets to homeless shelters. Alternatively, using campaign impressions so if it hits or goes beyond a target we donate something tangible to a charity of your choice

Create the Echo of a Thousand Good TimesCan Justify1912-1

Partnering with a delivery company to deliver food to less fortunate

Create the Echo of a Thousand Good TimesCan Justify1912-1

Internalise all asset and R&M staff

Control the Damage Ahead of TimeCan Justify1912-1

Supercharge the uh-oOh!

Control the Damage Ahead of TimeCan Shift1912-1

Pods of tech and R&M staff, highly mobile in branded vans

Control the Damage Ahead of TimeCan Justify1912-1

Put BM's in their agencies to work from one day a fortnight.

Exaggerate the ExperienceCan Do1912-6

CMO's invite only, exclusive experience

Exaggerate the ExperienceCan Justify1912-6

Weekend Away for senior clients and families

Exaggerate the ExperienceCan Justify1912-6

Have the $$ to pro-actively build case studies in our top 12 major categories.

Exaggerate the ExperienceCan Justify1912-6

Virtual reality site tours into Surprise once in a life time experience.

Exaggerate the ExperienceCan Justify1912-6
*

Disc profiling for our agencies. Every person in every agency. Impacting how we engage, how we present, how we entertain with each client

  • Could form part of oOh! Academy. Which could include time saving tips, access to tools, insights, guest speakers. Anything that will help our agencies
Exaggerate the ExperienceCan Shift1912-6
*

Birthday gift on the birthday of every client. Automated service

Exaggerate the ExperienceCan Do1912-6

Roll out the LEAD program to key clients, once they spend $$/ time/ relationship positioning.

Exaggerate the ExperienceCan Justify1912-6

Personalize the experience : 3pm munchies for each client after they give us time

Exaggerate the ExperienceCan Do1912-6

What's important to you (client) is important to us. So help them on their community based projects. If they have a day where they support local community activities, BM's go as well.

Exaggerate the ExperienceCan Do1912-6

24/7 access to oOh! resource. Meaning staff are to be available for a night shift remotely. Giving agency partners unlimited access within the short market. For this concept, we would need to utilise a resource that can make decisions.

Remain RelevantCan Shift1912-6

soOh!s team. Assisting in pitches. Including around the clock resourcing access and relevant gifting. i.e. pizza's delivered whilst working on pitch late at night.

Remain RelevantCan Do1912-6

The oOh! Phone. Set up as a London style phone booth in every agency. When urgent, just pick up the oOh! phone and get immediate access to key people at oOh! to help. Similarly on an adhoc basis, we ring the phone and deliver a surprise and delight to the person at the agency who answered. i.e. movie tickets.

Remain RelevantCan Justify1912-6

Automated/ shareable/ relevant competitor insight, delivered monthly as a newsletter. Tailored to specific agencies/ categories.

Remain RelevantCan Do1912-6

Monthly Case Study updates going out to agencies.

Remain RelevantCan Justify1912-6

oOh! White paper every Quarter. Taking a leadership position on hot topics. i.e. transparency

Remain RelevantCan Shift1912-6

Have digital screen in our top 100 agencies/ clients. Engage through this platform

Remain RelevantCan Shift1912-6
*

30th Birthday party, where we create an experience with the clients that have been on the journey with us. The party has the top 30 clients and their different journeys, experiences, campaigns, moments captured and on show at the event for everyone to see.

Create the Echo of a Thousand Good TimesCan Justify1912-6

Create & publish a problem matrix. Know the problems and the levels of problems that can occur with a campaign. Ensure there is a clear process of what & who a client calls if & when something happens.

Control the Damage Ahead of TimeCan Shift1912-6

Speed of response. We will guarantee to fix the problem within a certain time frame i.e. 1-2 hours

  • Realised that this concept falls folds into one of our other ideas; creating the problem matrix
Control the Damage Ahead of TimeCan Shift1912-6

Flip the process. Rather than look at who is to blame. Fix the problem then look at the cause.
Promoting and celebrating the cause for change. At the end of each month actually showcase what we did after we fixed your problem and the changes that were implemented off the back of the issue.

Control the Damage Ahead of TimeCan Do1912-6

The +One Committee. We create a national leadership committee that is activated as soon as there is a problem with a key client. The Committee decides who is closest to that piece of business and said client gets a text within an hour of realizing the problem from the !One committee to let them know it has been elevated and is being fixed with immediacy

Control the Damage Ahead of TimeCan Do1912-6
Control the Damage Ahead of Time1912-6
*

- Female saftey. Fitting our inventory with cameras to provide wider CCTV footage, white screen digital panels to light up the area. Could we connect with an Uber like business to provide free lifts home or similar?

Exaggerate the ExperienceCan Justify1912-8

- Customer birthday messages. Inventory placed in and around the workplace to share birthday messages via our digital inventory. Understand their commute & connect with their peers to try and follow their day and impact them as often as possible via our inventory.

Exaggerate the ExperienceCan Shift1912-8

Virtual Reality site tours for customers to view once their campaign goes live.

Exaggerate the ExperienceCan Justify1912-8

Listening in to Office lift conversations to understand the needs of our customers based on their daily emotions and then feeding their desires.

Exaggerate the ExperienceSeemed Like a Good Idea at the Time1912-8

Providing free space for our clients charity partners with their brand associated.

Exaggerate the ExperienceSeemed Like a Good Idea at the Time1912-8

Providing free space for our advertisers to promote their charities, with their presence across the creative.

Exaggerate the ExperienceCan Do1912-8

Lead the industry to establish an Outdoor category awards in line with Cannes.

Exaggerate the ExperienceSeemed Like a Good Idea at the Time1912-8

Good Friday Appeal - Use an Excite panel to setup at the Royal Childrens hospital to connect sick children to their heroes.

Exaggerate the ExperienceCan Justify1912-8
*

Female Safety - Our industry often results in females having to travel home at odd hours of the day and sometimes alone. The impact from this community based idea would resonate across this customer audience and the industry as a whole. Providing connectivity to safety via the 004 call & text function if people are feeling unsafe around our assets. Possible partnerships to include Uber & Qantas - Getting you home safely.

Remain RelevantCan Justify1912-8

Using Shortpress as the vehicle to support small businesses who wouldn't usually have the ability to purchase large scale media campaigns. Provide marketing support and remain engaged for the campaign process to continue to test & learn varied campaign efforts to scale the organisation - particularly to markets or areas where they may not have the resources to do themselves.

Remain RelevantCan Shift1912-8

CNO - Chief Needs Officer & division that deals with our customers to better understand what they are trying to achieve and filtering ways in which oOh! can assist with this.

Remain RelevantCan Justify1912-8

The oOh! Community Foundation - Re-use of outdoor printed products to assist meaningful usage. Smart Skins - the ability to create products like playgrounds in community schools. Use for shelter. Make shopping bags for Coles/Woolworths. Make bags & pencil cases for use in Community Schools. Employees can engage in the program by attending the production line, assisting to build the products & actually assist in handing out the bags & pencil cases to the community schools we support while providing youth mentoring. Builds a relationship with the clients by using their skins for the program, allowing them to be part of the final benefit and allowing them to join the experience of employee engagement.

Create the Echo of a Thousand Good TimesCan Justify1912-8

Reward our customers who support our campaign timelines. Eg Clients who supply creative before our deadline results in free media where available prior to the around their campaign dates.

Control the Damage Ahead of TimeCan Do1912-8

As a prevention strategy we understand what are processes are, what the desired state of each of these steps looks like and therefore what can go wrong with each of these. By understanding these potential problems we can identify the root cause and fix it.

Control the Damage Ahead of TimeCan Do1912-8

Embrace our growth mindset, allow reps to admit accountability if we believe we are responsible for causing the f*ck up! Create a language playbook for how to respond to issues that they'll be contacted on.

Control the Damage Ahead of TimeCan Do1912-8

Having a clear plan for make-good based on issues that occur with postings or campaign. Eg Lights are out on a classic billboard, what is the the standard make good which the rep can initiate without higher up approval. Matrix of make-goods based on a wide range of issues that can occur with a campaign posting.

Control the Damage Ahead of TimeCan Do1912-8
*

A better system notification to advise reps when sites are inoperable or out of action for any reason so they can proactively share the problem with clients, alongside the bench marked solution and make-good we will provide.

Control the Damage Ahead of TimeCan Justify1912-8

Provide a live display of the issue being rectified so the client can see the resolution in real time. Ie. A Billboard skin being removed, have the installer where a go pro so we can show the client how it happened.

Control the Damage Ahead of TimeCan Justify1912-8

Exaggerate one

Exaggerate the ExperienceCan Justify1914-1

Exaggerate two

Exaggerate the ExperienceCan Shift1914-1

Remain relevant

Remain Relevant1914-1

Relevant

Remain Relevant1914-1

Create echo

  • echo
  • echo
Create the Echo of a Thousand Good TimesSeemed Like a Good Idea at the Time1914-1

Another one

Create the Echo of a Thousand Good TimesCan Shift1914-1

Controlling Damage

Control the Damage Ahead of TimeCan Justify1914-1

Again

Control the Damage Ahead of TimeSeemed Like a Good Idea at the Time1914-1

- Anniversary message or gifting with partner in put, for someone that deserves it. - Donate a dollar amount of the impressions a client booked to charity of their choice - Provide a campaign for free for struggling client (direct) - Media Buyer books campaign (e.g. $2.5M value, then we by surprise offer that buyer a campaign to the same value for them to give to whatever charity they want) - Provide a behind the scenes view of the process we went through to deliver the campaign to them - Everytime you sign a contract, there is a suprise and delight moment.. - Set meeting with client... they come down looking for person, but instead met by (Orvil The Processor) little Robot to present schedule and show the thinking that this AI put behind optimising their schedule? - Room full of puppies - Get them in car and take them to a shop for a makeover / shopping spree... gameifiy it.. 6 seconds to choose what you want from the excite panel and choose what you want. - Provide cleaners or laundromats - Surprise CHEF into Agencies when pitching or to clients when working on tenders - Send flowers / uber eats etc to the families of significant others of our clients (staying late at work) - Driver "oOh!Pool" - PERSONAL ADMIN DAY oOh! Butler for the day : An Agent for the Agent (Tax man, Travel Agent, Car Service, Financial Planning, Health/Nutritionist coach - WE CARE ABOUT YOU! etc) - Training courses and awareness, better self - EXCITE PANEL booth in agency - Put for a week, ask for what they would love to sort out in their life or what a great weekend would look like? - Career Dinner, people fly into same space and have big event - Make Dinner Club (Fly to amazing venue, have a well known singer and chef etc, great for networking) - Make oOh! Lounges at every Airport and Big Retail centres, more exclusive than Chairmans lounge (Set up Edge activation within Business Lounge) -

Exaggerate the ExperienceCan Do1912-4
Exaggerate the Experience1912-4

Everytime you sign a contract, there is a suprise and delight moment..

Exaggerate the ExperienceCan Do1912-4
*

Surprise CHEF into Agencies when pitching or to clients when working on tenders

Exaggerate the ExperienceCan Shift1912-4

PERSONAL ADMIN DAY oOh! Butler for the day : An Agent for the Agent (Tax man, Travel Agent, Car Service, Financial Planning, Health/Nutritionist coach - WE CARE ABOUT YOU! etc

Exaggerate the ExperienceCan Shift1912-4

Career Dinner, people fly into same space and have big event - Make Dinner Club (Fly to amazing venue, have a well known singer and chef etc, great for networking

Exaggerate the ExperienceCan Justify1912-4
*

Find aclient struggling... give thme a small business makeover - get experts in and cap off with Unmissable campaign

Exaggerate the ExperienceCan Shift1912-4

oOh! Tank - whatever media investment they've spent with oOh!, we give back as business improvement for them

Exaggerate the ExperienceSeemed Like a Good Idea at the Time1912-4

We have the scale to be a legitimate consumer voice... we can provide commentary on what is happening in retail for example (consumer confidence etc) voice of travel, voice of road usage and infrastructure - provide category thought leadership pieces

Remain RelevantCan Shift1912-4
*

We can provide category updates within Aust and abroad - provide to clients - Real time traffic updates

Remain RelevantCan Shift1912-4
*

Can be the intermediary to connect our clients to commercial partners

Remain RelevantCan Do1912-4
*

Best creative ideas or inspiration from around the world - creative expertise for OOH

Remain RelevantCan Shift1912-4
*

Be the secret weapon - Superhero *cough OTP cough* to progress their career

Remain RelevantSeemed Like a Good Idea at the Time1912-4
*

Be the middle man to find out what best practice looks like and then disseminate to other individuals -we get access to many more clients so can distill to an individual client / individual

Remain RelevantCan Shift1912-4
*

facilitate cross industry mentoring - both personally and professionally (e.g. when people buying first property, TAX, SMSF) - spend XXX amount with oOh!, then you are entered into the network for your staff to get personal help

Remain RelevantCan Justify1912-4

NFC use of phone, that when you are in the industry, you can walk up to any panel and it will take over the screen for 6 seconds and give you a greeting... this allows Media related clients of us to have a "bragging" moment to their peers in personal life

Remain RelevantCan Justify1912-4
*

oOh! Tasker - Put in life tasks (online concierge) Tax advice etc, that people can log into to access

Remain RelevantSeemed Like a Good Idea at the Time1912-4

Link to apple wallet, free coffees to spend at oOh! cafe -send on BDAY, but give reps ability to send to clients - act like CLIPP at oOh! only venues

Remain RelevantCan Justify1912-4
*

POP Stars - work like Pokemon Go... real time upload of Pops that are needed... hardest to get sites (e.g. Canberra Airport) give the higher rewards.... Annual award for best, most consistent photography etc

Remain RelevantCan Justify1912-4
*

Be a Thought Leadership Voice in relevant in relevant env. e.g. - sponsor Traffic Report or XMAS reporting etc

Remain RelevantCan Shift1912-4

montage of past business work together when signing off deal

Create the Echo of a Thousand Good TimesCan Shift1912-4

Behind the scenes story - how stuff is printed, installed,

Create the Echo of a Thousand Good TimesCan Justify1912-4

Brand story on website - BC story and the evolution and what our values are

Create the Echo of a Thousand Good TimesCan Do1912-4

Wall of fame at oOh! office

Create the Echo of a Thousand Good TimesCan Do1912-4

#TBT on our social channels - used to promote industry landmarks and really anything... promote our partners

Create the Echo of a Thousand Good TimesCan Do1912-4

Employee culture = #itsgoodtobeval

Create the Echo of a Thousand Good TimesCan Do1912-4

our key clients can use our digital assets to plug in to give shout outs to their people... just fun and fame

Create the Echo of a Thousand Good TimesCan Justify1912-4

have oppo to submit big idea competitoions / ideas in oOh!

Create the Echo of a Thousand Good TimesCan Justify1912-4

Have oOh! services to help people out ... staff can volunteer to help - e.g. if buying house, need help with contract (commercial team) - e.g. June is Tax month, January is health and wellness etc... but have services to tap into

Create the Echo of a Thousand Good TimesSeemed Like a Good Idea at the Time1912-4

Like Grill'd social matters, we have an online portal where community can nominate and vote to give $100K value each month - connect to community

Create the Echo of a Thousand Good TimesCan Justify1912-4
*

When sites don't go live or under delivered... we only charge them for what they received, yet still deliver the missing value later?

Control the Damage Ahead of TimeCan Do1912-4
*

If something goes wrong, we give you the choice of a cash back option, or 200% credit

Control the Damage Ahead of TimeCan Do1912-4

If something is late/ some form of problem, we fly you out to see when it's up and running.

Control the Damage Ahead of TimeSeemed Like a Good Idea at the Time1912-4

Full transparency - instead of client coming to us, we go to the client with the problem, along with the resolution and game plan for not having that reoccur.

Control the Damage Ahead of TimeCan Do1912-4

When issue occurs, we deal with it, but follow up at the same time with how we have fixed it for next time and what we will do if it was ever to occur again

Control the Damage Ahead of TimeCan Do1912-4

Be vulnerable and recognise issues. if we waste time ,we make it back up for you

Control the Damage Ahead of TimeCan Do1912-4
*

Front foot troubleshooting process internally and externally

Control the Damage Ahead of TimeCan Do1912-4

use workplace for work to mobilise the masses (amber alert etc) if issue with client stuff - Internal A Team

Control the Damage Ahead of TimeSeemed Like a Good Idea at the Time1912-4
*

uh ooh hotline - always answered, on every brief, all client needs to provide is site location and client name or contract ID

Control the Damage Ahead of TimeCan Justify1912-4

use internal assets to notify there was an issue and after the fact, promote the solution

Control the Damage Ahead of TimeCan Do1912-4
*

oOh! Life Savers - Community issue, (Amber Alert, Bush Fire, Hail) - local community or council can access free CSA space to promote, If client has campaign issue, they can call life savers to sort out, if internal Employee breaks down driving to work, can call for advice

Control the Damage Ahead of TimeSeemed Like a Good Idea at the Time1912-4

BUYING SHELF-SPACE FOR CLIENTS

Exaggerate the ExperienceSeemed Like a Good Idea at the Time1912-2

WHATEVER THE CAMPAIGN WE BUY ONE OR BUILD ONE I.E. CAR - BUY AND AUDI, CLOTHING, PAY FOR NEW STORE FIT OUT...:-)

Exaggerate the ExperienceSeemed Like a Good Idea at the Time1912-2

FROM SALE WE RECOGNISE ALL PEOPLE THAT WORKED ON THE BUSINESS USING A VISUAL DASHBOARD AND THE NUMBER I.E. HOURS OR DOLLARS IS DIRECTED TO A COMMUNITY PROGRAM OF THE CLIENTS CHOICE WITH RESULTS BEING UPDATED/SHARED TO CLIENT.

Exaggerate the ExperienceCan Justify1912-2

THE OOH!LANE - WE WANT TO SAVE PEOPLE TIME AND GET THEM TO WHERE THEY NEED TO BE IN ALL FACETS OF LINE. PERSONALLY AND PROFESSIONALLY. JUST PHONE OOH! 004. KEYNOTES SPEAKER EVENTS, MONTHLY SHINE SESSIONS, GET YOUR OWN EA FOR THE DAY, PRICE HOLIDAYS, JUST CONTACT OOHLANE! FOR ALL YOUR PERSONAL AND PROFESSIONAL NEEDS.

  • zxc
Exaggerate the ExperienceSeemed Like a Good Idea at the Time1912-2

BAT PHONE (NOT RED BUT ORANGE). THE MEDIA - BAT PHONE. IN CLIENT OFFICES WHICH IS AN OOH HOTLINE. DIRECT ACCESS TO THE SOURCE INFORMATION

  • orange ipad
Exaggerate the ExperienceCan Justify1912-2

SHINE SESSIONS (EXTERNAL) HELD AT FUNKY COOL, VENUES SHOWCASING LOTS OF SHINY NEW SHIT!! EDUCATING THE MARKET...CONTENT LED BY CLIENT PREFERENCES/BUSINESS CHALLENGES...

  • oOh! incubator supporting small businesses achieve goals and grow by using our network of clients and resources.
Exaggerate the ExperienceCan Shift1912-2

OOHMEDIA IS OPENING DOORS FOR COMPANIES AND BRANDS. REVOLUTIONISE THE FRONT DOOR OF EVERY CLIENT. CREATE VISUAL EXPERIENCE, ENGAGING, EMOTIVE...

  • Agency front doors
Exaggerate the ExperienceCan Justify1912-2

YOUR MOBILE OFFICE - COURTESY BUS! OOHMEDIA. INTEGRATED OFFICE COMING TO YOU. ENABLING PRODUCTIVITY INCREASES. WIFI ENABLED ETC.

Exaggerate the ExperienceCan Justify1912-2

CUSTOMER APP - CLIENT DOWNLOADS APP - PERSONAL INFO - CUSTOM PREFERENCES - CURATED CONTENT BASED ON PREFERENCES - CONNECTED TO INFORMATION VIA OTP OR OTHER SOFTWARE PLATFORM ENABLING PERSONALISED OOH EXPERIENCE.

  • Preferred customer reward that would involve an ooh lane or customer experience
Exaggerate the ExperienceCan Justify1912-2

ONE TOUCH HOME - TEAMS ACROSS AUSTRALIA THAT COME AND SET UP YOUR HOME TO A TECH PALACE.. TOTAL CROSS PLATFORM EXPERIENCE - MIRRORS ABILITY OF OOHMEDIA PRODUCTS AND SERVICES.

Exaggerate the ExperienceCan Justify1912-2

EA FOR EVERYONE!!! - EVERY CLIENT 🙂

  • supplied assistance in time of need. i.e marketing team get a pa for 1 week certain criteria apply. business support
Exaggerate the ExperienceCan Justify1912-2

Out client's time is precious, and we want to both reward and encourage them for working with us as well as show how much we appreciate their time. To do this, for every minute we spend at a meeting with them, we commit that same amount of time back into volunteer for a cause they as a business are close to, whether that be with them on a day or our in our own time.

Exaggerate the ExperienceCan Do1912-2

CoOh!CHELLA

  • by music junkee, harbour event, celebration of life for everyone.
  • Food truck that goes out and supplies food to the local community or our agencies and clients
Remain RelevantCan Shift1912-2

1. automated digital scheduling. when a site goes down the creative is auto sent to a proxity digital site.

Control the Damage Ahead of TimeCan Do1912-2

2. Rapid response team is notified and video calls the client at any stage 24/7. explaining what is being done to solve the issue.

Control the Damage Ahead of TimeCan Justify1912-2

3. Learning and data capture. From the rapid response team data is collected so that we can look at how to prevent issues occurring. This is reported back to the company on a weekly basis.

Control the Damage Ahead of TimeCan Do1912-2

4. Rapid response number- this is the hotline provided to all customers reachable 24 hours. all calls are reported to the nominated clients BM as they state the client name.

Control the Damage Ahead of TimeCan Shift1912-2

Food truck that supplies the community in need with food and drinks.

Create the Echo of a Thousand Good TimesCan Justify1912-2

using our regional resources and install team to go out into the community and assist where required. Building structures, cutting trees etc...

Create the Echo of a Thousand Good TimesCan Justify1912-2

Workplace that is public to our customers, personalised messages using our channels to celebrate internal and external stakeholders. community board to help staff get ideas about what they can do to touch our clients in a personal manner.

Create the Echo of a Thousand Good TimesCan Do1912-2

Orange Christmas going town to town, contra flow for gifts and entertainment. Communities in need both met and reg

Create the Echo of a Thousand Good TimesCan Justify1912-2

Big digital screen in our reception bringing all states and units together. display so that all visitors can see

Create the Echo of a Thousand Good TimesCan Do1912-2

Hackathon name TBA. what is keeping you up at night and we will get it sorted. bring in diversifies resources into a meeting with the client, solve issues that are outside of outdoor media.

Remain RelevantCan Shift1912-2

Diversity, celebrating our people and where they come from

Create the Echo of a Thousand Good TimesCan Do1912-2

Developing a growth and development program for our clients and partners where we come in and run a shine/stan slap/other form of session for the business itself.

  • Can be extended to people in our clients personal world not just in the business sense.
Remain RelevantCan Shift1912-2
Remain Relevant1912-2

Sit with primary contact - at the right time (FYE) - if they do not have the budget, find out where the shortfall is and make it up for them. Brand alliance (oOh! contact) who are required in their role to generate revenue from various sources - sometimes there is a shortfall.

Exaggerate the ExperienceSeemed Like a Good Idea at the Time1912-3
*

Cafe: Provide assistant for a week: eg pay for a barrista for a cafe

Exaggerate the ExperienceCan Justify1912-3
*

Regional billboards: The oOh! Annual Make oOh!ver: Choosing one town a year and spruce it up/deliver on what is on Council list for the town. Choose a "partner" town (client) for a year to establish playground, xmas event, kids in event, upgrading toilets, planting plants, flower beds, wifi, provide skins for artists to graffiti.

Exaggerate the ExperienceCan Justify1912-3

Commercial Xmas payment: Offer Commercial partner to donate part of your Xmas revenue/minimum guarantee towards a charity - oOh matches it.

Exaggerate the ExperienceSeemed Like a Good Idea at the Time1912-3

Bucket list experiences: Gather clients' bucket list and provide it to them - surprise and delight.

Exaggerate the ExperienceCan Do1912-3

Client Experience: Eg Bring in Buzz Aldrin to chat to staff at airport for FLY

Exaggerate the ExperienceCan Justify1912-3

Road Billboards: Provide free advertising to the business of commercial property owners.

Exaggerate the ExperienceCan Do1912-3

Cafes/Gyms: Assist struggling businesses by providing expert assistance to identify issues the business may have and providing the solutions to improve it or carrying out the improvements.

Exaggerate the ExperienceCan Justify1912-3
*

Eg Cafes/Gyms: Assist struggling commercial businesses by providing expert assistance to identify issues the business may have and providing the solutions to improve it or carrying out the improvements.

Remain RelevantCan Justify1912-3
*

Client Experience: Health check for commercial partners.
Develop set on personas expanding to better understanding commercial partner pain points not assume. Assist with their challenges. Potential for training eg facility mgr - TAFE trained - assist them to skill up.

Remain RelevantCan Do1912-3

Road Billboards: Provide free advertising to the business of commercial property owners.

Remain RelevantCan Do1912-3
*

Hidden Heros: Eg At the end of a job, send them completion email which is populated by photos of all those who contributed to the solution (personalising)

Create the Echo of a Thousand Good TimesCan Shift1912-3
*

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Control the Damage Ahead of TimeSeemed Like a Good Idea at the Time1

my first idea

Focus on the Field of Awareness1
*

adsflkjfasd;ljasd;lfkjasdf

Exaggerate the ExperienceCan Shift1

blah, bla, bl, b

Exaggerate the ExperienceCan Do1

I don't know but I've been told: big legged women ain't got no soul. -- Robert Plant

Create the Echo of a Thousand Good TimesSeemed Like a Good Idea at the Time1

A whop bob a boop bop a whop bop bam. -- Little Richard

Create the Echo of a Thousand Good TimesCan Justify1

Deadly Serious. Totally Twisted.

Remain RelevantCan Shift1
*

Your strategies may be rocket science. Perfect. We're in the rocket fuel business.

Remain RelevantCan Do1

Yappy dog.

Control the Damage Ahead of TimeCan Justify1
Exaggerate the Experience2532-3

Enabling education for all who show commitment and aptitude when their family cannot afford, we are your family.

Exaggerate the ExperienceCan Do2532-3

give me a platform to on-sell my skills and trade with your other existing customers

Exaggerate the ExperienceCan Do2532-3

give me a space to operate where you take care of the governance and I ply my trade

Exaggerate the ExperienceCan Do2532-3

in rural areas, with no branches, send cards and cash using drones

Exaggerate the ExperienceSeemed Like a Good Idea at the Time2532-3

Every customer, regardless of portfolio size has one dedicated point of contact for everything banking

Exaggerate the ExperienceSeemed Like a Good Idea at the Time2532-3

every call centre call is manned by a human that understands who I am and what I am passionate about

Exaggerate the ExperienceCan Justify2532-3
*

if I dont bank using devices, give me a place to walk into, digital or otherwise to do my banking

Exaggerate the ExperienceCan Shift2532-3
*

my fees(in part) is funding education and other social initiatives. ( I will never complain about fees!)

Exaggerate the ExperienceCan Shift2532-3
*

I can barter my trade to pay for bank services, by contributing to other initiatives that the bank is vested in.

Exaggerate the ExperienceCan Shift2532-3
*

Scenario: we need doctors to assist with a medical situation on the continent. SB mobilises its Doctor customers, through our social platform, to assist (Project Facilitation Platform).

Exaggerate the ExperienceCan Justify2532-3
Exaggerate the Experience2532-3
*

Fund small business units and help them get into speed. put them into partner suppliers in the network. fund my business so that I may be able to employ more people thereby growing the economy.

Remain RelevantCan Do2532-3

Fund my education so that I may start a business one day

Remain Relevant2532-3

Use the Project Facilitation Platform to give my business exposure, local and international.

Remain RelevantCan Do2532-3

create opportunities for me to travel to learn how things work in all parts of the world, so that I can bring those expertise back to my home land.

Remain RelevantCan Justify2532-3
*

Banks to fund schooling institutions, educate our kids. Banks to fund our police force to restore security in the country/continent. Arm them with skills and deploy them to do the jobs. enable a business environment that is safer and run by wise people. Using home loan data, create communities with subsidised security for Bank clients SBPS aligned to SAPS.

Remain RelevantCan Do2532-3

Create incentives for talent to move into areas where they are required (policing, medical, political, etc)

Remain RelevantCan Justify2532-3
*

Leverage our 150 year legacy and be proud of our journey thus far

Create the Echo of a Thousand Good TimesCan Do2532-3

Use opportunities, digitally or through real estate to celebrate life achievements.

Create the Echo of a Thousand Good TimesCan Do2532-3

Rethink our approach to restructure.

Create the Echo of a Thousand Good TimesCan Justify2532-3

Reward employees with "days off" instead of punishing the performer by piling on more work !

Create the Echo of a Thousand Good TimesCan Do2532-3

Standard bank stationery donated to underprivileged schools.

Create the Echo of a Thousand Good TimesCan Justify2532-3

We often celebrate proud moments within our teams on private groups, we need to expose this to our customers.

Create the Echo of a Thousand Good TimesCan Do2532-3
*

Celebrate the successes and accomplishments of our staff and clients on billboards, digital apps, real estate, etc.

Create the Echo of a Thousand Good TimesCan Do2532-3
*

A visit from our Senior IT/Business execs to top clients when something goes wrong. Use the opportunity to engage with the client at a senior level to ensure that we give feedback and context.

Control the Damage Ahead of TimeCan Do2532-3
*

Waive 2 months bank fees for all customers that are impacted by outages.

Control the Damage Ahead of TimeCan Justify2532-3

Issue a press release to all our clients via the mobile app explaining what went wrong, and what are doing about it to reasonably prevent this from happening again. Be non defensive and authentic in your apology.

Control the Damage Ahead of TimeCan Do2532-3

Access to accounts without card/identification

Exaggerate the ExperienceCan Do2532-1
*

Take banking services to elderly, disadvantaged and communities without branches.

Exaggerate the ExperienceCan Do2532-1

Install portable banking devices on every street corner.

Exaggerate the ExperienceCan Justify2532-1

Group prioritisation - 5 key focus areas for the whole bank (as opposed to every BU doing everything on the 'to-do' list)

Exaggerate the ExperienceCan Do2532-1
*

Open source the app.

Exaggerate the ExperienceCan Justify2532-1
*

Biometric access to everything

Exaggerate the ExperienceCan Shift2532-1

Develope a banking Siri

Exaggerate the ExperienceCan Shift2532-1
*

Set up a function that has the sole purpose of gaining insights (predictive analytics) on all market segments/demographics that our customers belong to.

Remain RelevantCan Do2532-1
*

Use of predictive analytics and customer behavior to preempt and develop offerings that customers don't realise that they need.

Remain RelevantCan Do2532-1

Have to have a firm grasp of the Social, economic and environmental context in which we are operating

Remain RelevantCan Do2532-1
*

Create a common site (e.g. a market place) where Standard Bank customers and staff can interact, share skills and provide services to each other.

Remain RelevantCan Do2532-1
*

College of Knowledge - relationships between customers and employees

Create the Echo of a Thousand Good TimesCan Do2532-1

CSI initiatives - working with underprivileged communities

Create the Echo of a Thousand Good TimesCan Do2532-1
*

Feenix - show how many students we have put through tertiary institutions.

Create the Echo of a Thousand Good TimesCan Do2532-1
*

Co-locating with our business

Create the Echo of a Thousand Good TimesCan Do2532-1

Doing training such as 'ways 2BU' with our business. I.e. walk the journey together

Create the Echo of a Thousand Good TimesCan Do2532-1
*

Sending staff out to rural areas to assist with banking activities

Create the Echo of a Thousand Good TimesCan Do2532-1

When there is an outage, give the client hourly updates

Control the Damage Ahead of TimeCan Do2532-1
*

Minimize impact to customer

Control the Damage Ahead of TimeCan Do2532-1
*

Seamless automation of recovery processes

Control the Damage Ahead of TimeCan Do2532-1
*

Prioritization of resilience. Simplification of estate

Control the Damage Ahead of TimeCan Do2532-1
*

- Personalise the account e.g. call my marketlink account to "wedding fund" , create buckets what i save for

Exaggerate the ExperienceCan Shift2532-2

- Internal platform (simple place) state my problem and e.g. my app doesn't work and someone phones me back and helps me.

Exaggerate the ExperienceCan Do2532-2

Delivering Christmas gifts to a disadvantaged community

Exaggerate the ExperienceCan Shift2532-2

Shyft accounts - can't get back into your account (can put in, but can't take out) complicated, need a "chat bot" some instant reply

Exaggerate the ExperienceCan Do2532-2

Click on the app, e.g. loan - someone calls you to help you / offer you a loan and speed it up

Exaggerate the ExperienceCan Justify2532-2
*

One view of all your accounts (VAF, Homeloans, saving, investments etc.)

Exaggerate the ExperienceCan Do2532-2
*

Internal customers: View of all systems being on (personalized) by Business - how their business is doing from a Technology perspective

Exaggerate the ExperienceCan Justify2532-2

Linking real time- service delivery and reliability e.g. uptime of ATMs linked to ATM costs from IT

  • Opportunity cost if the service is not working
Exaggerate the ExperienceCan Shift2532-2
*

Happy Birthday to our Clients, congrats on your car, your house. When you move into your house (hamper, congrats..) that is delivered to your new house or in your new car.

Exaggerate the ExperienceCan Do2532-2
*

Follow up calls when purchasing an "Asset" - how is your new car, house. How's studies going?

Exaggerate the ExperienceCan Do2532-2
*

Bank deducts money for your car license from your account, auto renews and get it delivered at physical address or collect

Exaggerate the ExperienceCan Justify2532-2

Health checks or financial health checks for our clients

Exaggerate the ExperienceCan Justify2532-2

One stop shop for your Requirement fulfillment (procurement, HAM, SAM etc.)

Exaggerate the ExperienceCan Do2532-2

Personal laptops devices - mobility centre (just to support our employees)

Exaggerate the ExperienceCan Justify2532-2

Support people on the floor, not just Service desk

Exaggerate the ExperienceSeemed Like a Good Idea at the Time2532-2
*

Celebrations of what we've achieved, what's working well

Exaggerate the ExperienceCan Do2532-2
*

Studying - crafting a career path

Remain RelevantCan Justify2532-2
*

Electricity & Water (social and climate sustainability) - availability and awarenss . Tanks, bottles and make more affordable to save your own water.

Remain RelevantCan Justify2532-2
*

Learning Hubs - classroom in a box (Online learning) partner with universities, community centres etc..

Remain RelevantCan Justify2532-2
*

Gender violence - safehaven

Remain RelevantCan Justify2532-2

Skill up communities - teach you a skill to be entrepreneurial (knitting, etc.)

Remain RelevantCan Justify2532-2

Community centres (scouts, brownies) create places for emotional support. Subsidize them

Remain RelevantCan Justify2532-2
*

Positive and hope reinforcement - Why is Africa a great place, with great potential.

Remain RelevantCan Shift2532-2

Reaction unit to help in times of crisis (xenophobia, natural disasters)

Remain RelevantCan Justify2532-2
*

Celebrate employees - doing well! Recognition

Remain RelevantCan Do2532-2

Debt : Helping our Customers when they are struggling to make ends meet, CV, looking for jobs, options (emotional, financial support) etc.

Remain RelevantCan Do2532-2

Community - "career" days, writing your cv, building your "brand", budgeting, financial and physical wellness

Remain RelevantCan Do2532-2

We have run campaigns where Client sent in pictures of their "happy" moments that Standard Bank made happen (graduation, vacation pics, cars etc) was awesome - more of that!

Create the Echo of a Thousand Good TimesCan Do2532-2

Feenix - pop up on apps, contribution to education (crowd funding)

Create the Echo of a Thousand Good TimesCan Do2532-2

Current marketing campaign is great of what we help / contribute towards - Agriculture, transport systems etc... more of, everywhere - consistently

Create the Echo of a Thousand Good Times2532-2
*

Build a wall of fame of something GREAT you've done - and it stays there "forever"

Create the Echo of a Thousand Good TimesCan Do2532-2
*

Photo walls of employees (campusses, Branches) I was here...

Create the Echo of a Thousand Good TimesCan Do2532-2
*

My Story, out story published (like what we did in Accelerate programme)

Create the Echo of a Thousand Good TimesCan Do2532-2
*

Opportunities for celebrations (CSI, womans day, uplift each other, recognise each other)

Create the Echo of a Thousand Good TimesCan Do2532-2
*

Make showcases BIGGER, celebrate what we have delivered! Market days - who's doing what

Create the Echo of a Thousand Good TimesCan Do2532-2

Customer First - (complaints) how can we fix this?

Create the Echo of a Thousand Good TimesCan Shift2532-2

If i am at a Braai, can i log a "complaint" concern somewhere for a Client centrally

Create the Echo of a Thousand Good TimesCan Shift2532-2

Cresches at Campusses (employer cares about my family) and me balancing everything

Create the Echo of a Thousand Good TimesCan Justify2532-2
*

#imstayinginGIT campaign

Create the Echo of a Thousand Good TimesCan Do2532-2

If there's a "process" issue (fraud, double debits etc.) refund the money and deal process later in 12hrs.

Control the Damage Ahead of TimeCan Do2532-2
*

Pre-mortem, squad team, post-mortem and COMMUNICATE and thanked the team that dealt it.

Control the Damage Ahead of TimeCan Do2532-2

Branches - systems go off-line (what are the manual processes that can be inforced) ?

Control the Damage Ahead of TimeCan Do2532-2
*

Damage control (internal customers): Communicate, intent and priority agreement of non-delivery

Control the Damage Ahead of TimeCan Do2532-2
*

If ATM is offline, you can withdraw from any other bank's ATM with no finance cost

Control the Damage Ahead of TimeCan Shift2532-2

Branch banking on demand - Ability for a client to experience the banking services in their space e.g. Shop/Business/Work. Leverage customer insights and analytics to trend/anticipate customer needs

Exaggerate the ExperienceCan Justify2532-32

Provide the device, pay for the data, insure the device and train the user on how the device and what services are provided and how they can use it. Add the Std Bank SIM to the deal.

Exaggerate the ExperienceCan Justify2532-32

Standard Bank Marketplace - advertise services for anybody e.g Electrician, Plumber, Carpenter but payment channel is directed through one of our payment platforms. Ability to review the service provided and recommendations being made

Exaggerate the ExperienceCan Justify2532-32

Provide unsolicited financial advice to customers free of charge through the banking app

Exaggerate the ExperienceCan Shift2532-32

Randomly choose clients and provide a credit of R10 000 over the christmas period

Exaggerate the ExperienceCan Justify2532-32
*

Lifestyle booster - 1. client having a baby. New account for the baby with a credit amount. 2. University student - provide a start up fund for tuition and or books. 3. Couple getting married - provide a home lond start up fund

Exaggerate the ExperienceCan Justify2532-32

Turn the branch into a home - offer meals and drinks in the kitchen, financial training in the garage, Fiancial advice in the dining room

Exaggerate the ExperienceSeemed Like a Good Idea at the Time2532-32

Walk into the branch and ability to "talk" on the service you want. By the time you get to the consultant, they know what you want and all your details

Exaggerate the ExperienceCan Justify2532-32

Branch service - if your request or the service you need is not provided in 5 minutes, get the service for free and free banking for a year

Exaggerate the ExperienceCan Justify2532-32

Making complex financial information available to the public - Moody's ratings - what does it mean ?

Remain RelevantCan Shift2532-32

Provide access to specialist services we provide internally within Std Bank to our clients. e.g. Cyber Security Assessment for our clients and their systems/infrastructure, Risk Awareness, Canteen health and safety tips etc

Remain RelevantCan Justify2532-32

Community involvement through schools, sports and social events - Financial Literacy, Debt Planning, Coding basics, Tax Returns, Kids App, 4IR skills for the future

Remain RelevantCan Shift2532-32
*

Offering turnaround services to customers that are finding it difficult to succeed in the business world e.g Garage Rehab and Gas Monkey garage partnership

Remain RelevantCan Shift2532-32

Creating social and environmental awareness through partnerships with SME's that bank through us. The bank can incentivise these SME's with lower fees, rates, etc.

Remain RelevantCan Justify2532-32

Public platform to receive and share stories where clients have been assisted. Ability to create the bulletin board physically and digitally and have it publically available to everyone to see. Celebrate your clients success stories on this board.

Create the Echo of a Thousand Good TimesCan Shift2532-32

Leverage the 150 year story of the bank - builds trust and confidence to the brand

Create the Echo of a Thousand Good TimesCan Do2532-32

Create the Rate Us option on our Web page

Create the Echo of a Thousand Good TimesCan Do2532-32
*

Decorate branches and web page with success stories of where the bank has assisted staff, clients, businesses etc.

  • Customer Pictures and Stories
Create the Echo of a Thousand Good TimesCan Shift2532-32

Share the success stories of the region/country and create the link to the bank e.g Rugby World Cup - Not only SA, celebrate Africa's success

Create the Echo of a Thousand Good TimesCan Do2532-32

African Theme to celebrate the regions we operate in

Create the Echo of a Thousand Good TimesCan Do2532-32

Cover the financial loss, client reputaional loss (Credit Rating) and top it up with a benefit (Weekend Away).

Control the Damage Ahead of TimeCan Justify2532-32

Interanlly, where staff are involved, book a weekend away for the staff member and his/her family. Time off without affecting their leave is also an option to consider.

Control the Damage Ahead of TimeCan Justify2532-32

Stop passing the buck and Group IT taking ownership of the issue. CIO Structure being visible during the crisis/incident and leading the teams during the event.

Control the Damage Ahead of TimeCan Do2532-32

Improving the culture that staff are fully prepared and aware of what is expected from them in the event of a critical issue.

Control the Damage Ahead of TimeCan Do2532-32

Business Impact Analysis in place for all critical business and technology processes e.g Japan incident and Call Center (Business Banking example)

Control the Damage Ahead of TimeCan Do2532-32
*

Use Liberty data breach as an example of how an incident should be managed. CEO going on radio, tv, twitter and other social media comms

Control the Damage Ahead of TimeCan Do2532-32

Taxi industry. Taxi Finance for owners - sponsored services.

Exaggerate the ExperienceCan Justify2532-42
*

Taxi Payment system. Standard bank customer that pay with SB APP or card get a discount or loyalty points. We sponsor their cost to for the transactions for the driver. Loyalty programs - driver training, food, coffee, free taxi washes.Branding on Safe Driver/Blue drive taxi.

Exaggerate the ExperienceCan Justify2532-42

Kids/student accounts gets loyalty points for distinction or 10% improvement on points at end of year for spending on movies, studies anything.

Exaggerate the ExperienceCan Shift2532-42

Standard bank sponsored community sport activity where community get together get coached by someone in the community. Consider a Standard bank Olympics.

Exaggerate the ExperienceCan Justify2532-42
*

Take banking to elderly with beauty & physiotherapist treatment by students that do study practicals. Or take the elderly to the bank by collecting the elderly with a Taxi and taxi them to the social grant point/bank, bank and shopping and back home.

Exaggerate the ExperienceCan Justify2532-42

How do we bank blind people - ATM/APP internet etc enhancements.

Exaggerate the ExperienceCan Justify2532-42
*

Reinvent social grants process and the payout of the funds. Pay funds to chemist/superstores to provide basic groceries/prescribed medicine.

Exaggerate the ExperienceCan Justify2532-42

No monthly fees in December or your birthday month. Specials on UCount partners for your birthday.

Exaggerate the ExperienceCan Justify2532-42

School savings accounts where Bank can contribute a % to the savings account or sponsor the fees on the deposit/transfer/withdraws. Loyalty program on this accounts for stationary.

Exaggerate the ExperienceCan Justify2532-42

Community relevant projects in help community grow trough building schools, hospitals and small manufacturing plants.

Remain RelevantCan Justify2532-42
*

Expand the academy and education opportunities to SB staff & Customers in the fields the bank has skill shortages.Robotics, Data analytics, Cloud computing, Data/system security.

Remain RelevantCan Justify2532-42

While pushing digital platforms and solutions educate customers on cyber security and provide relevant software and software installation support.

Remain RelevantCan Justify2532-42

Standard Bank providing security staff in crime areas = Outsurance traffic points-man. Training, job creation and reduction of crime.

Remain RelevantCan Justify2532-42

On the Standard Bank channels create a directory of trusted Standard Bank customers providing a service in a geographical area. The payment platforms can be used to facilitate the payment and the Bank can follow-up the service with a call.

Create the Echo of a Thousand Good TimesCan Justify2532-42
*

Employees setting an example of a positive behavior in interctions with each other and customers. Knowing your employee and your colleagues .

Create the Echo of a Thousand Good TimesCan Do2532-42
*

Corporate identity on casual day to grow pride/brand loyalty. Beyond excellence badge or clothing to recognize the achievement.

Create the Echo of a Thousand Good TimesCan Do2532-42

Community activities to interact and support struggling customers/communities..

Create the Echo of a Thousand Good TimesCan Justify2532-42

Directory of skills available of people searching for jobs. The Bank or organisations can inquire on this database for matching the skills for available positions.

Create the Echo of a Thousand Good TimesCan Justify2532-42

Standard Bank history timeline - keep adding to this and make it visible. Let the customers leave there mark in our timeline. Add photo's and messages. How do we also use the platforms internally "jammer" to share success stories and events as well as feedback from clients

Create the Echo of a Thousand Good TimesCan Do2532-42

Customer can't transact. Communication plan of challenge and alternative solutions. Switch over to DR or 3rd party back up and then service through the alternative channel even if it is manual processing of the transactions.Compensate customers for proven loss and inconvenience. Take responsibility and Personally apologize to all customers.

Control the Damage Ahead of Time2532-42

Customer can't transact on prefer channel. Put communication plan into action by posting notes on the channel, send communication of channels impacted and available channels.Compensate customers for proven loss and inconvenience. Take responsibility and Personally apologize to all customers.

Control the Damage Ahead of Time2532-42

Transaction processed incorrectly - Fraud systems down. Assist with the correct transaction posting and reversal of the incorrect. Communication plan to all impacted parties, clients and department. Compensate customers for any proven loss due to incorrect posting. Take responsibility and Personally apologize to all customers.

Control the Damage Ahead of Time2532-42

Service Reliability Engineering practice/process/tool to focus on ecosystem that focus on monitoring and correcting challenges. This include the view of entering services and supporting applications. They focus on what could go wrong, communication to customers & stakeholders, create an indecent and point to failures. This includes a matrix of which people/teams get involved, when and their responsibility/accountability.

Control the Damage Ahead of TimeCan Shift2532-42
*

Communication plan will be based on the Service Reliability Engineering process. to be executed during incident/outage at specific points based on type of indecent. Define the technology platform for communication, i.e. everything down (3rd party service, phone call), only partial etc.

Control the Damage Ahead of TimeCan Do2532-42
*

Apology communication post the indecent/outage should include 3 aspects (1) Acknowledgement and sincere apology (2) Preventative actions taken (3) How we intent to reimburse customers for losses/cost and or inconvenience.

Control the Damage Ahead of TimeCan Do2532-42

Standard bank maintains documents eg ID, Licences, passport. You can access.

Exaggerate the ExperienceCan Do2532-12

Deliver new ID to you from Home Affairs

Exaggerate the ExperienceCan Justify2532-12
*

Once you reach a savings goal. Get reward. eg for a gauranteed pick a box reward . (the different boxes will have a variety of hidden rewards )

Exaggerate the ExperienceCan Do2532-12
*

Randomly select clients to sponsor money towards their education or their kids education for future fit jobs

Exaggerate the ExperienceCan Do2532-12

Dial *120*Help# and we'll call you.

Exaggerate the ExperienceCan Justify2532-12

Use data analytics on self service

Exaggerate the ExperienceCan Do2532-12
*

in line with the strategy of closing down branches, for customers that come into branches, after the tellers or consultants check the system and we see that youre not registered for mobile banking, we then gift you with a smart phone at the branch.

Exaggerate the ExperienceCan Justify2532-12

Register people for Mobile App and sim card at branch, when speaking to Teller.

Exaggerate the ExperienceCan Do2532-12

Surprise christmas cell phone give away to drive cellphone banking

Exaggerate the ExperienceCan Shift2532-12
*

Black friday month- No Bank Charges

Exaggerate the ExperienceCan Do2532-12
*

For every customer that gets to an atm and bank balance is R0 in Chrsitmas, we show a casino jackpot screen and give them R1000 before releasing their card

Exaggerate the ExperienceCan Justify2532-12

Black Friday - Free bank charges for the week

Exaggerate the ExperienceCan Shift2532-12
*

Asset finance 'payment holiday' in December for the customer. (no installment and freeze interest for that month) for selected clients per annum. Clients will have a surprise to look forward to, as it will be by random selection

Exaggerate the ExperienceCan Justify2532-12

Get R100 opening balance for opening an account during January since less people will generally save in January

Exaggerate the ExperienceCan Do2532-12

Award people that aren't recognized eg Car guard , through random acts of kindness like food, clothes, education

Exaggerate the ExperienceCan Do2532-12

Weather APIs - to look out for natural disasters, hail etc

Remain RelevantCan Justify2532-12
*

Have standard bank representatives in post office to serve people in rural areas. Cause post offices are there in rural areas but hardly used.

Remain RelevantCan Justify2532-12
*

Mobile Standard bank Branch and ATM

Remain Relevant2532-12

What techniques we can use to celebrate successes or solve problems.

Remain RelevantCan Do2532-12
*

Mobile ATM

Remain RelevantCan Do2532-12

When you open an account/buy assets , don't pay for about 6 months and we freeze the interest.

Remain RelevantCan Shift2532-12
*

Monitor account statement to predict life milestones and react accordingly.

Remain RelevantCan Shift2532-12
*

Have teams that are dedicated on researching client experience in the bank, and improve it

Remain RelevantCan Shift2532-12
*

Create jobs for unemployed at post office as a SB representative for 'mobile bank' services

Remain RelevantCan Do2532-12
*

SB recycle bins

Remain RelevantCan Do2532-12
*

Honest and better communication between company and clients

Create the Echo of a Thousand Good TimesCan Do2532-12

Communicating history of services and wins

Create the Echo of a Thousand Good TimesCan Do2532-12
*

Performance bonuses, recognize and celebrate success

Create the Echo of a Thousand Good TimesCan Do2532-12

Get new sent information about new posts opening if I've shared my desired career path with you.

Create the Echo of a Thousand Good TimesCan Do2532-12
*

Open academy to prepare people to be future fit

Create the Echo of a Thousand Good TimesCan Justify2532-12
*

Ucount as a reward program

Create the Echo of a Thousand Good TimesCan Do2532-12
*

Give them back money lost due to our outages and any additional interest they could have accumulated

Control the Damage Ahead of TimeCan Do2532-12
Control the Damage Ahead of Time2532-12
*

You call me to communicate what happened, apologize and compensate me.

Control the Damage Ahead of TimeCan Shift2532-12
*

Sim must apologize for major outages

Control the Damage Ahead of TimeCan Do2532-12

Crisis helpline that stays on line with you till you're safe and sorted

Control the Damage Ahead of TimeCan Do2532-12
*

Acknowledge and apologize for our outages/faults on social media platforms where our customers usually go to vent.

Control the Damage Ahead of TimeCan Do2532-12
*

After major issues with asset finance, providing the clients affected with a year free of installments and a freeze on interest during this period.

Control the Damage Ahead of TimeCan Do2532-12

1. Birthday wish pop up

Exaggerate the ExperienceCan Do2532-52

Wishing and acknowledge clients on their anniversaries

Exaggerate the ExperienceCan Do2532-52

Fees reversals on special occasions i.e. random customers born on public holiday,

Exaggerate the ExperienceCan Justify2532-52
*

using the broken window theory to co-create the environments our customers want to live in. fixing street light, communities centers and ensure we make it customer centric and not focus too much on the bank brand

Exaggerate the ExperienceCan Do2532-52

new cars for the first (two) few customers

Exaggerate the ExperienceSeemed Like a Good Idea at the Time2532-52

TO WOW CUSTOMERS WITH UPTIME OF ATM... CREATE A DEDICATED TEAM TO SUPPORT AND SERVICE AN ATM CENTRE FOR A WHOLE MONTH TO ENSURE THAT THE SITE DOES NOT GO OFF.

Exaggerate the ExperienceCan Justify2532-52

Grocery Flash Mob - stake out random shops and refund customers their purchase when they use their SB bank card or samsung pay/ snapscan.

Exaggerate the ExperienceCan Justify2532-52

Customer & Employee Awareness of Products & Services

Exaggerate the ExperienceCan Do2532-52

Open Some branches for 24 Hours/ extended hours during paydays or high peak periods

Exaggerate the ExperienceCan Justify2532-52

Taxi Campaigns - installation of advertising devices on taxis

Exaggerate the ExperienceCan Justify2532-52

Develop a lite version of the SB banking app for data saving & space saving purposes.

Exaggerate the ExperienceCan Shift2532-52

Improve Systems Stability by placing dedicated monitoring team

Exaggerate the ExperienceCan Shift2532-52

Electronic/digital Payment for taxis with reduced fees as an SB customer

Exaggerate the ExperienceCan Justify2532-52

Make a Wish for under privileged children

Exaggerate the ExperienceCan Do2532-52

Buy Discovery Bank

Exaggerate the ExperienceSeemed Like a Good Idea at the Time2532-52
*

Preventative awareness and education initiatives for Boys and Men on GBV, rape and abuse.

Remain RelevantCan Do2532-52

As a Bank support government initiatives to combat corruption for example initiate block chain tools and technologies

Remain RelevantCan Shift2532-52

Funding for Installations of power generation equipment in needy communities

Remain RelevantCan Shift2532-52

Partnerships to power generation initiatives for public facilities i.e. Libraries, Clinics,

Remain RelevantCan Justify2532-52

Create park and ride facilities to enable communities access transportation

Remain RelevantSeemed Like a Good Idea at the Time2532-52

Create car pool and lift clubs opportunities and rewards for using such facilities

Remain RelevantCan Shift2532-52

Awareness programmes for water conservation initiatives in areas with poor services

Remain RelevantCan Justify2532-52

Initiate financial management training programmes for municipality and council staff

Remain RelevantCan Justify2532-52

Develop Mobile Application for fault reporting for municipal services

Remain RelevantCan Justify2532-52

Support initiatives to record unregistered immigrants through Banking products

Remain RelevantCan Justify2532-52
*

Refurbishing depreciated computer equipment for the use in underprivileged schools

Remain RelevantCan Do2532-52
*

Co creating with clients to improve their communities. Broken window theory. Allowing clients to use Ucount rewards.

Create the Echo of a Thousand Good TimesCan Do2532-52
*

Donating depreciated laptops and machinery and install educational programs and donating them to schools and include computer labs.

Create the Echo of a Thousand Good TimesCan Do2532-52

Expand Coding Basics to outlaying provinces in South Africa

Create the Echo of a Thousand Good TimesCan Shift2532-52

Coding Academy in the bank

Create the Echo of a Thousand Good TimesCan Do2532-52

Having a nursery service at bank buildings at banks

Create the Echo of a Thousand Good TimesCan Justify2532-52

Language & Business Conduct Coaching for school kids in rural areas

Create the Echo of a Thousand Good TimesCan Shift2532-52

Reward clients for achieving their savings goals that they've committed to.

Create the Echo of a Thousand Good TimesCan Justify2532-52

Geo-location safety between the Banking App and the Card

Create the Echo of a Thousand Good TimesSeemed Like a Good Idea at the Time2532-52

Broader bank based mentor-ship & coaching within the bank

Create the Echo of a Thousand Good TimesCan Do2532-52
*

greater awareness and education around staff assist

Create the Echo of a Thousand Good TimesCan Do2532-52

Broader bank based mentor-ship & coaching within the bank

Create the Echo of a Thousand Good TimesCan Do2532-52

system is down when customers need it

Control the Damage Ahead of TimeCan Do2532-52

Loss of trust and ability to transact

Control the Damage Ahead of TimeCan Do2532-52
*

Taking ownership and responsibility of the damage without blaming someone else

Control the Damage Ahead of TimeCan Do2532-52

Sincerity in response from Top Exec of GIT

Control the Damage Ahead of TimeCan Do2532-52

Assurance of improved monitoring to ensure GIT avoids occurrence of the damage

Control the Damage Ahead of TimeCan Do2532-52

Buy Uniforms to wear during recovery of downtime

Control the Damage Ahead of TimeCan Do2532-52

Be ahead of the problem and effectively communicate with our clients by perhaps having a robot indicator on the app, that will let customers know before they log in that it's up or down

Control the Damage Ahead of TimeCan Do2532-52
*

issue a personalised certificate to customers to apologise and they can share these with their clients: https://www.realestate-tokyo.com/living-in-tokyo/transportation/train-delay-certificate/

Control the Damage Ahead of TimeCan Do2532-52

Complimentary tea & coffee & snacks

Control the Damage Ahead of TimeCan Shift2532-52

December is on us ! Free banking for Christmas ! ( banking for the month of December is free, giving customers relief during the long haul to Jan payday! - announce via SMS )

Exaggerate the ExperienceCan Justify2532-22
*

U-count rewards bonus based on years on loyalty to the bank - account or membership - based on year milstones, such as 1, 5, 10, 15......

Exaggerate the ExperienceCan Do2532-22

Festive data !! free data for the holidays to stay in contact with your loved ones - 1gig!

Exaggerate the ExperienceCan Justify2532-22

Random Gifts for non customers R100 to-pup on instant money!!

Exaggerate the ExperienceSeemed Like a Good Idea at the Time2532-22

Split your trip !! We are always with you !! 2x 1/2 price Uber vouchers per year to connected events or to keep you safe. Or pay for your Uber to your nearest branch.

Exaggerate the ExperienceCan Justify2532-22

Cash reward on your birthday -wishes you on your birthdays or anniversaries, or special events like birth

Exaggerate the ExperienceSeemed Like a Good Idea at the Time2532-22

Intelligent KYC - either by facial recognition, fingerprint or card tap. Will make service more personal and faster. Also ask what service you are interested in and AI can direct you to the correct queue as well as prompt the employee behind the desk.

Exaggerate the ExperienceCan Justify2532-22

Personal family milestones.. Gift based on something personal in ones life, ie school anniversaries, wedding, ect...

Exaggerate the ExperienceCan Do2532-22

Have "pop up branches for the day " in remote area's for those without access (elderly, disabled, no transport) around pension days, month ends, festive seasons etc

Exaggerate the ExperienceCan Justify2532-22

Step 1, Really get to know your customers, know what is happening in their lives, know important events, know their business. Do surveys , use data insights and provide - free relevant research to Small & Med companies, free information around life events when they happen ( school, varsity, death, retirement, birth ) We have most of this available and can easily fill any small gaps. Offerings should be country relevant and we do have specific data Eg : we have seen hundreds of situations of small companies in trouble and information around different problems and how they succeeded/failed - why not make this data available to not only our customers but to all - become the bank that shares!

  • Offering free tax advice to customers.
Remain RelevantCan Justify2532-22
*

Make the names of our products more relevant to the target markets, use modern relevant terms that are well understood and known eg Majojo burgers, another eg stan = understand .. play on stan dard bank - we understand. Use country specific names in the relevant languages ... eg savings may be able to be related to some funky concept or catch phrase in Kenya and another in Uganda - Stay relevant !

Remain RelevantCan Do2532-22

Home affairs - Long queues - information access to our customers to enable them to view all their info, update details, submit documentation, print lost ID.s , request birth certificates, we have this for our staff, lets remain relevant and offer it to our customers!

Remain RelevantCan Justify2532-22
*

VAF - Vehicle license renewals at the branch !!! we already do Natis....

  • Why not allow this to be done via an app - payments - then just collect at your nearest branch
Remain RelevantCan Shift2532-22

"Benify" - for customers in today's digital age, time is everything, show our customers we understand this by pulling all their current benefits being utilised and investments into one view as well as provide them with what benefits are still available to them available.

Remain RelevantCan Justify2532-22

Make the branches fit for the communities they serve - deco, staff dressing and Applications - eg for rural communities with aged folk have rural type retro benches that reflect their era. At student campuses have funky digital rooms with successful employees or clients of the past. Front of the standard mobile app to depict real community and customer pictures with their stories.

Create the Echo of a Thousand Good TimesCan Do2532-22
*

Tell stories ! we have 150 years of stories ! Find interesting local customers and tell their story !!! Specific Research and creation of Montages on social media, our digital platforms (All) as well as in the branch - these need to be area specific, language specific and more personal (via video or snapshots)

Create the Echo of a Thousand Good TimesCan Do2532-22
*

Tell stories !! Find interesting employees and tell their story !!! to other employees and our customers alike. Eg Funeka's story, Everyone has a story - I am currently one of 3 generations of SBSA women in banking spanning 70 years of legacy & loyalty and still "employed " by SBSA (my mom - SBSA pensioner , myself - currently in IT, My daughter - currently in GIT )

Create the Echo of a Thousand Good TimesCan Do2532-22

In the event that we failed to process one of the transactions, customers can be credited a scaled portion of the value of the transactions, as well as the transaction fee being cancelled.

Control the Damage Ahead of TimeCan Justify2532-22

Communications on major service disruptions would be sent to customers within 15 minutes of validation of the issue. DO not want to send any sooner until the cause is validated or possibility of the system recovering within the 15 mins

Control the Damage Ahead of TimeCan Shift2532-22

In major service disruptions wheres customers cannot transact for extended periods, Alpheus and respective head makes a public apology explaining the cause, impact and what will be done to rectify and prevent this going forward

Control the Damage Ahead of TimeCan Do2532-22

Aftersales personal messaging and followups to check in with the customer if they managed to recouperate from the event

Control the Damage Ahead of TimeSeemed Like a Good Idea at the Time2532-22

Disaster response scenario planning per service with scripted responses where possible to enable faster communication. This would also require the branch emergency response teams to be trained and practice these scenarios

Control the Damage Ahead of TimeCan Shift2532-22
*

At branches, if there is system outages affecting customers, there is a physical, visible, knowledgable person in a maintenance uniform who is on the floor communicating with customers with empathy.. Person should be empowered to make things right, from coffee to financial reparations within guidelines.

Control the Damage Ahead of TimeCan Do2532-22
*

"We are on it !" Video to depict all the visible actions that standard bank are taking in order to address a disaster. War / Control / Crisis room alert and Alpheus alert, show critsit room with all engineers working on the problem. Show emergency personnel on the floor in the branches. Exaggerate it !!!!!!!!!!!!!!

Control the Damage Ahead of TimeCan Do2532-22

Create the capability ahead of time to enable targeted communications to all people who were actually impacted (those trying to transact at the time of the service disruption)- use data and logging to find out those impacted and send personal comms/ apologies/ reparation to them.

Control the Damage Ahead of TimeCan Shift2532-22

Community spaces within branches to offer facilities for people (everyone) to work, study, some time on the internet etc.

Exaggerate the ExperienceCan Do2532-43

Pop up spaces to offer facilities for people (standard bank customer benefit) to work, study, some time on the internet etc.

Exaggerate the ExperienceCan Shift2532-43

Interactive agent who can assist customers with how to use the app/internet banking in real-time

  • On all of our customer facing websites
Exaggerate the ExperienceCan Shift2532-43

A tile on the banking app (i.e. My cousin) that is a referral portal of services offered by 'cousins' of standard bank staff. I.e. if i am looking for a plumber, i can look on the app and see a trusted reference (because the staff use it or it is a family member of the staff)

Exaggerate the ExperienceCan Justify2532-43

Open up Snapscan for Person 2 Person transactions. i.e. i need to pay you, show me yo QR code, i open up the app and pay you by scanning your code

Exaggerate the ExperienceCan Justify2532-43

Get my license disk, not from the licensing department, from wherever i can print and use my standard bank card/profile to authenticate

Exaggerate the ExperienceCan Shift2532-43

A facility to provide assistance for personal emergencies i.e where a customer might not have medical aid but does have funds in the account (our systems are down but the person needs help)

  • Enable offline capability for limited transaction types
Exaggerate the ExperienceCan Do2532-43

Make it easier without accounts to make payments

  • *for people
Exaggerate the ExperienceSeemed Like a Good Idea at the Time2532-43

Ucount more than points. i.e if a customer buys a car from us, we can workout the mileage and offer them a free set of tires when their tires might be due for replacement

Exaggerate the ExperienceCan Justify2532-43

Refund our customers bank fees on significant occasions

Exaggerate the ExperienceCan Do2532-43

Everytime a customer makes a card payment a portion of the payment goes towards a savings account that i cannot access for x number of years

  • This is a secret account that only is revealed to the customer on a special occasion (i.e getting married)
Exaggerate the ExperienceCan Shift2532-43

When opening an account get free life insurance

Exaggerate the ExperienceCan Justify2532-43

Touch on many aspects of a customers need. If they are coming in for a loan, understand why and offer something relevant, outside of banking. i.e. business impacted by load shedding, provide options on sourcing a generator.Help solve the underlying problem, offer the right solution.

Remain RelevantCan Shift2532-43

ICAS type facility for all anyone for whatever a persons problem is, there is a line they can call toll free and get professional advice by caring social workers - students, parents, entrepreneurs etc...

Remain RelevantCan Justify2532-43

provide a facility (i.e. transport) to allow schools in the township to access facilities of 'richer' schools

Remain RelevantCan Justify2532-43

Setting up skill centers, fixing up CVs, assistance with available jobs etc...

Remain RelevantCan Justify2532-43

Create support systems for victims of addictions

Remain RelevantCan Justify2532-43

Bring back the take me home service

Remain RelevantCan Justify2532-43

Use the Feenix system to provide a platform for social contributions to assist with the current social concerns (floods, fires etc.)

Remain RelevantCan Do2532-43

Having a personal experience with a bank representative that delivers where necessary. E.g. visiting elderly's home to show how to use the app or personally delivering credit cards/documents instead of expecting the client to come into the branch.

Create the Echo of a Thousand Good TimesCan Shift2532-43

Inviting employees, customers, community members to share their stories of their Std Bank experience on digital platforms, like social media, websites and apps. Publish and share feedback. This is specific Group IT stories.

Create the Echo of a Thousand Good TimesCan Do2532-43

Share initiatives where the organisation does give back to the communities, e.g. the old laptops given to under-privileged communities.

Create the Echo of a Thousand Good TimesCan Do2532-43

Wall of heroes, sharing inspirational stories about our employees, customers and communities on public and social media platforms

Create the Echo of a Thousand Good TimesCan Do2532-43

Following up with customers to understand gaps in the service delivery due to the branch closures. Getting feedback from employees that were impacted by the branch closures and providing support to them.

Create the Echo of a Thousand Good TimesCan Justify2532-43

Following a child's every milestone from opening a kiddie account, to high school, university, first job, home, car etc and documenting this journey and how standard bank has assisted their growth.

Create the Echo of a Thousand Good TimesCan Do2532-43

Know and understand your customer, employee and community and try to personalise that via social media.

Create the Echo of a Thousand Good TimesCan Justify2532-43

Celebrate employee, customer milestones by including them in executive breakfasts, lunch, public shout-outs

Create the Echo of a Thousand Good TimesCan Do2532-43
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When the "bank" is offline, provide an offline limit facility (via their card) that will kick in and the customer will not know that there was an issue if transacting via POS. We as a bank will take on the risk, from a merchant perspective we will waiver the merchant fee for the offline risk/inconvenience.

  • From a cardless perspective, we could provide an offline QR code in the app that the customer can use in emergency situations
Control the Damage Ahead of TimeCan Shift2532-43

If a customer cannot make a payment due to a bank system issue and there is nothing that the bank can do at that time, we as a bank will personally call the customer. Via logs we can see what the customer was trying to do and offer them a courtesy gift for the trouble we have caused. i.e. if they were trying to buy something at Makro, offer a Rx uCount voucher to the value of the failed transaction that can be used at Makro for their next purchase

Control the Damage Ahead of TimeCan Justify2532-43

If there are incorrect fees being charged, for whatever reason or situation, the default position should be that this is a bank issue. We will reverse the fees, going back as far as the customer states the issue has occurred. The front-line team is empowered to make these decisions unilaterally. We will offer a gift in uCount points / Data / Airtime as our way to give them back a bit of the inconvenience for the issue experienced.

Control the Damage Ahead of TimeCan Shift2532-43

False positive fraud alerts in the middle of the night. A courtesy call in the morning explaining the metrics that caused the alert to generate, how we are going to refine the model and a voucher for the troubles. i.e a coffee voucher for the early start

Control the Damage Ahead of TimeCan Shift2532-43

Personalised Experience - treated as an individual not being grouped , either at a branch or via online banking

Exaggerate the ExperienceSeemed Like a Good Idea at the Time2532-53

Rewarding clients when using any transportation

Exaggerate the ExperienceSeemed Like a Good Idea at the Time2532-53

Opening day of schools - branded clothing items sponsored

Exaggerate the ExperienceCan Do2532-53
*

Standard Banking branding in disadvantage areas to promote products in the bank

Exaggerate the ExperienceCan Do2532-53
*

Gifting a client on a special day which they advise on opening their account with either specialised gifting or valuable

Exaggerate the ExperienceCan Do2532-53

Able to transact with the bank without an account no

Exaggerate the ExperienceCan Justify2532-53

Cardless banking across all channels without having an account no or card no

Exaggerate the ExperienceCan Justify2532-53

Charity vouchers will be awarded to you to buy groceries/toys etc to donate to your charity organisation of your choice

Exaggerate the ExperienceCan Justify2532-53

Customer queries to be resolved in real time

Exaggerate the ExperienceCan Justify2532-53

Client has the ability to resolve their own queries to give client control of their bank account e.g. reverse debit orders

Exaggerate the ExperienceCan Do2532-53

No limits for banking

Exaggerate the ExperienceSeemed Like a Good Idea at the Time2532-53
*

Voice banking - giving the bank instructions for banking transactions via voice

Exaggerate the ExperienceCan Justify2532-53
*

Paying school fees from your gross income, and get rewarded for your child savings

Exaggerate the ExperienceCan Do2532-53
*

Stay relevant by using social events to promote customers #momentsthatmatter i.e open days for schools, promote saving accounts in the younger generation

Remain RelevantCan Do2532-53
*

Rewards programmes for children for activities at school e.g. sport events, as well as a learner journey that can include academic as well as sporting where they will be rewarded for progress and achievement

Remain RelevantCan Do2532-53

#Momentsthatmatter e.g. wedding - create invites as well setup for your new life

Remain RelevantSeemed Like a Good Idea at the Time2532-53

Reward your client good behaviour with money rewards e.g savings before goal time expired, pay debt before on time for a consecutive period of time.

Remain RelevantCan Do2532-53
*

to stay relavant within digital world we become a platform bank where we partner with different service providers and give our client the most diverse services possible. e.g. uber and air bnb

Remain RelevantCan Shift2532-53

Governance becomes a business enabler to stay relevant. e.g to reduce fee to stay competitive for instant payment. International payments has a lot of red tap clearance which result in making transactions more costly and more spent on resolving the transaction

Remain RelevantSeemed Like a Good Idea at the Time2532-53

Big events e.g. black Friday - we can advise client how much credit that they could spend without getting into debt after the event as well as rewards that they could earn if they spend at our partner stores

Remain RelevantCan Shift2532-53
*

to stay relevant by always being innovative with products by including crowd sourcing to understand user needs

Remain RelevantCan Do2532-53
*

to allow user to be involved in creating new products e.g. creating a new champagne - house of south and allows the bank to promote and fund it

Remain RelevantCan Do2532-53
*

Paying your salary in December earlier than usual so you can have a good Christmas by getting your Christmas shopping earlier

Create the Echo of a Thousand Good TimesCan Do2532-53
*

#momentsthatmatter - Birthday - employee would like a special message and a personalised gift or even a day off -word of mouth, social media etc

Create the Echo of a Thousand Good TimesCan Do2532-53

constant monitoring of the ATM by a camera to identify possible fraud or suspicious activities #tumitherobot - social media

Create the Echo of a Thousand Good TimesSeemed Like a Good Idea at the Time2532-53
*

bank provides a full on package when a purchase home or car - on the app client or employee can choose and also do an estimate for all the service

Create the Echo of a Thousand Good TimesCan Do2532-53
*

Leave days should not be auto sold and not be taxed , should be given in cash format e.g. cash voucher or employee has the option to extend if not being sold

Create the Echo of a Thousand Good TimesCan Do2532-53
*

Daycare should be introduced at the workplace - will influence the community perspective regarding the organisation -word of mouth

Create the Echo of a Thousand Good TimesCan Justify2532-53
*

Providing services (e.g. plumber / electrician etc) to clients and employees in their requested area (locally) - central database on app or online, to see what is available

Create the Echo of a Thousand Good TimesCan Shift2532-53
*

Empower call centre agents to solve clients requests upfront instead forwarding to the back end office with a turn around time

Control the Damage Ahead of TimeCan Do2532-53

Due to an outage in the bank, clear and concise communication to the client must be communicated and once the outage has been resolve another communication must go out describing what had gone wrong and offering them a reward according to the time of the outage

Control the Damage Ahead of TimeCan Do2532-53

1. Easy and immediate access for any problem to be solved online .

Exaggerate the Experience2532-33
*

Expert available online to solve clients problem. Meaning the person needs to have the knowledge and authority to solve any problem 24/7

Exaggerate the ExperienceCan Justify2532-33
*

2. Point of sale purchases - if the system is offline , vendor has the surety to let the client leave with their goods and payment will be sorted out later

Exaggerate the ExperienceCan Shift2532-33

3. If the bank screws up in anyway, we reward you (client)

Exaggerate the ExperienceCan Justify2532-33

4. App for taxi drivers and taxi commuters similar to the UBER app. Bank can subsidize part of the trip. App can be free if taxi drivers have an account with Standard Bank

Exaggerate the ExperienceCan Justify2532-33

5. Standard Bank express trolley check out - not limited by the amount of items in your trolley but if you are a Standard Bank customer, you go to this express line

Exaggerate the ExperienceSeemed Like a Good Idea at the Time2532-33

6. Scan, pay, show and go ( in retail stores, to prevent standing in queues and being helped by actual tellers

Exaggerate the ExperienceCan Justify2532-33

7. Mobile branch comes to you with technology to conduct transactions immediately.

Exaggerate the ExperienceCan Justify2532-33

8. Voice activated app user interface - customer says what they want and the app takes you to the place where you can do the transaction

Exaggerate the ExperienceCan Shift2532-33

Employment readiness programme - takes graduate through a programme to make them employable

Remain RelevantCan Shift2532-33

Graduates that cant find jobs - help them to create their cvs, practice for job interviews and get basic skills required to find a job

Remain RelevantCan Shift2532-33
*

Standard bank village - place where people can live, be fed, get trained and coached on apps , cloud training etc

Remain RelevantCan Justify2532-33

Optimize state services with our skills to reduce time spent in these organisations, i.e government hospitals when you have to wait a long time for medication

Remain RelevantCan Shift2532-33
*

create telecommuting centers with large corporates in proximity to where people live

Remain RelevantCan Justify2532-33

increase the teaching fraternity by making teaching more appeal able. Reward teachers for being better

Remain RelevantCan Justify2532-33

special banking package for teachers

Remain RelevantCan Justify2532-33

Promote and create an Artisan trade program and if you have standard bank insurance, you have access to this group of artisans

Remain RelevantCan Justify2532-33

Car Licence renewals to be done by youth centers in order to create jobs

Remain RelevantCan Justify2532-33

Let staff at the branch decorate the branch as they would like

Create the Echo of a Thousand Good TimesCan Do2532-33
*

create a biography easter egg tile on our app that once a customer clicks on it, they would learn something about a staff member

Create the Echo of a Thousand Good TimesCan Do2532-33
*

giving a face to the people that built the app - message from the developers

Create the Echo of a Thousand Good TimesCan Do2532-33

when funeral policies are cashed out, ask the person what they would want people to know about the deceased and we could post that on our graffiti wall or the app or internet platform

Create the Echo of a Thousand Good TimesCan Do2532-33

on app or internet banking platform - customers recognizing customers - a customer submits a story about something good that someone has done and people are asked to vote for the best story on a weekly or monthly basis

Create the Echo of a Thousand Good TimesCan Justify2532-33

graffiti wall in the branch where staff and customers can share good experiences

  • this could be electronic and date driven. i,e like a notification on the tellers screen when its the clients birthday so that the teller can wish the customer
Create the Echo of a Thousand Good TimesCan Do2532-33

Graffiti wall at the airport - Come share your standard bank experience with us

Create the Echo of a Thousand Good TimesCan Do2532-33

platform for customers to recognise and complement staff

Create the Echo of a Thousand Good TimesCan Do2532-33
*

when someone comes into the branch to cash out a funeral policy, the bank should send flowers and a condolence message to the family

Exaggerate the ExperienceCan Do2532-33
*

Communicate to customers ahead of time when we have planned downtime giving them sufficient info and alternative options. Maybe reverse service fees to customers for this inconvenience

Control the Damage Ahead of TimeCan Do2532-33
*

if point of sale declines incorrectly - we need to apologize and compensate the customer (airtime, loyalty points,reduced service fees, retail voucher linked to the event)

Control the Damage Ahead of TimeCan Justify2532-33
*

For corporate and large business clients that experience issues, we send people out to you for onsite support - VIP service

Control the Damage Ahead of TimeCan Shift2532-33
*

When your account is double debited with transactions, we need to apologize with a personal message and reimburse the client for the related amounts

Control the Damage Ahead of TimeCan Justify2532-33
*

we need to have an 'always available services' page for customers to see and have a campaign around this to educate customers

Control the Damage Ahead of TimeCan Do2532-33

Establish a "we care for our customers' page where customers can add comments of how who gave them good service or redeemed ourselves after doing something wrong

Create the Echo of a Thousand Good TimesCan Do2532-33
*

When we have outages, we need to communicate more openly about the outage, and what exacted happened, the route cause analysis and what are our next steps as well as what are you going to do to prevent the issue from happening again

Control the Damage Ahead of TimeCan Do2532-33
*

Bank to distribute smartphone/tablets with Standard Bank App to random underprivileged people at shopping malls, schools, etc. Loaded with learning tools in all official languages together with a power bank.

Exaggerate the ExperienceSeemed Like a Good Idea at the Time2532-23

Mobile app with a birthday voucher, or extra cash at the ATMs. Loyal customer anniversary gift! For example, paying off the car/home loan.

Exaggerate the ExperienceCan Justify2532-23
*

Get a water tank ("Jojo") when you get a home loan, together with a full solar system to get off the grid... to help the planet from global warming

Exaggerate the ExperienceCan Justify2532-23
*

Lobola payment when you get a home loan, for newly married couples.

Exaggerate the ExperienceSeemed Like a Good Idea at the Time2532-23
*

Employees spending time (a week or more) teaching coding languages within communities e.g. schools.

Exaggerate the ExperienceCan Justify2532-23

Pay customer medical bills paid at the birth of a child for customer.

Exaggerate the ExperienceSeemed Like a Good Idea at the Time2532-23

no bank charges for pensioner customers.

Exaggerate the ExperienceCan Do2532-23

no bank charges for the youngest (by age) 10,000 customers.

Exaggerate the ExperienceSeemed Like a Good Idea at the Time2532-23
*

Free bank account origination at birth for 100 randomly selected babies with a R1000 balance to be accessed after 18 years...

Exaggerate the ExperienceCan Do2532-23

Free digital training for the elderly/aged...

Exaggerate the ExperienceCan Do2532-23

Free car washes with a tank of petrol per month if you buy a car from Standard Bank

Exaggerate the ExperienceCan Justify2532-23

Free medical assessments for customers at the branch

Exaggerate the ExperienceSeemed Like a Good Idea at the Time2532-23
Exaggerate the ExperienceCan Do2532-23

Use the banking platform to send money during disaster, collecting from customers.

Remain RelevantCan Do2532-23
*

Providing industry knowledge to small business and communities on financial management - like Stokvel.

Remain RelevantCan Shift2532-23

Banking community projects, like Stokvel giving boreholes loan with no interest charged.

Remain RelevantCan Justify2532-23

Working with communities to understand their needs and work with them to resolve.

Remain RelevantCan Shift2532-23

Using Standard Bank expertise to share with communities to solve problems - reports, podcasts, social media, economics.

Remain RelevantCan Do2532-23

Sharing capabilities in security because small business do not have capacity and are vulnerable, for example free anti-virus (industry). Contribute to industry body of knowledge.

Remain RelevantCan Shift2532-23

Supporting equality and sustainability campaigns by allocating resources, time, etc. to make the world a better place.

Remain RelevantCan Do2532-23

Partnering with international communities to create local capabilities - for example "exchange professional program".

Remain RelevantCan Justify2532-23

Create positive reinforcement, by rewarding good practices.

Remain RelevantCan Do2532-23
*

Extending internal services to communities when we are not using them - for example, free WiFi at our people who need it.

Remain RelevantCan Do2532-23
*

Use the internal TV channel from celebrate our customers to personalize for the people who are in the branch. Leveraging the technology like biometrics (facial recognition) to see who are in there.

Create the Echo of a Thousand Good TimesCan Justify2532-23

Repurpose the branch in to a truly personalized experience for what customers come to the branch for.

Create the Echo of a Thousand Good TimesCan Shift2532-23
*

Use Data and AI to understand the what the customers want be for they arrive or as they arrive.

Create the Echo of a Thousand Good TimesCan Shift2532-23

Create standard bank clinic to support the basic needs of the customers, with free monthly consultation for our customers.

Create the Echo of a Thousand Good TimesSeemed Like a Good Idea at the Time2532-23
*

Celebrate the successes of our employees, and focus on staff and take interest in their personal lives.

Create the Echo of a Thousand Good TimesCan Do2532-23

Send messages to partners and kin to create to include family in the workplace.

Create the Echo of a Thousand Good TimesCan Do2532-23

Getting involved in community based projects and support local initiatives.

Create the Echo of a Thousand Good TimesCan Do2532-23

Use the standard bank properties to support community initiative - offer an auditorium to local events, running food kitchens from these properties, etc.

Create the Echo of a Thousand Good TimesCan Shift2532-23

Treat customers with empathy, by understanding their perspectives.

Create the Echo of a Thousand Good TimesCan Do2532-23

Make the relationship with our customer bi-directional; more listening of what they need.

Create the Echo of a Thousand Good TimesCan Do2532-23

Proactive response to System Outage (unable to transact), Fraud and Security incidents

Control the Damage Ahead of TimeSeemed Like a Good Idea at the Time2532-23

Lack of consistency in the consequence management - create a "learning from disaster" culture.

Control the Damage Ahead of TimeCan Do2532-23

Communications to an issue; we do not communicate proactively - this is done after the fact

Control the Damage Ahead of TimeCan Do2532-23

The customer service team are not capacitated to deal with a complain

Control the Damage Ahead of TimeCan Shift2532-23

redesign our communicating channels to work even systems are down

Control the Damage Ahead of TimeCan Justify2532-23

Create a duplicate capability and alternative means to ensure that customers can still transact when one system

Control the Damage Ahead of TimeCan Justify2532-23
*

Empower customers service to communicate and discuss with customer

Control the Damage Ahead of TimeCan Shift2532-23

Compensate the customer while we investigate to minimize impact on the customer

Control the Damage Ahead of TimeCan Justify2532-23

We complete the transaction on the customer's behalf that we have inconvenienced and offer an apology on behalf of our customer.

Control the Damage Ahead of TimeCan Justify2532-23

The client can Video call the banker for service anytime (24/7)

  • Help my customer get their Christmas gifts, at the best price, close to where they live
  • Ability to pickup battery going flat, airtime and data running out on a mobile phone, and send help.
  • Provide free data to access mobile app
  • No queues at banking for anything you do. Appointments and alerting of availability to assist you.
  • Connect our business customers to the people who can buy their products, it can be with advertising too
  • Add value for customers who are taking home loans or buying house, by assisting with the moving into the house.
  • Any letters from the bank should be rapped in a nice packet and attract clients to make them feel special, like receiving flowers at the office, or a bottle of wine
  • Personalised bank cards with input from the clients
  • Motivational daily message from the bank to all the clients
  • The bank could help the clients with the monthly budget
  • The bank could help suggest / recommend savings for the clients based on their banking behaviour, with incentives on it.
  • The Mobile App to show the closest CALTEX garage to you for your petrol needs
  • Free banking from Standard bank to Standardbank to incentivise the clients
  • Knowing who to call as a bank employee when you have banking issues or someone you know
  • Mechanism of Paying for services without a card or phone when you are stranded, i.e petrol
Exaggerate the ExperienceCan Do2532-13

We can remain relevant by helping our clients to benefit in saving for using the products (We want to help people have more disposable income at the end of the month)

  • Principle: We want to help people to have more disposable income at the end of the month - Examples are: Having alliances with big retailllers so that when our custmers swipe or transact with them, they get a rebate or a discounted price. Another example, for people transacting with standard bank to std bank accounts, we reduce fees thus providing more savings for them to have disposable income. Example: Based on knowing what our customers often buy, we can approach the producer and negotiate reduced pricing for buying in bulk to pass back to our customers as incentive.
  • Principle: Help educate our people on financial management Example: In schools we dont teach kids how to manage money, save, budget responsibility. We could introduce more training or online training which helps people to reach their goals in life and the importance of planning and what you do now could affect your future. We can also do roadshows or showcases or slots at schools or places where many people even adults need this type of stuff.
  • Principle: Many small businesses have business ideas but dont know how to make it happen. example: Train the small businesseses with ideas how to do business plans and get connected. Example:We also need to make more people aware that this exists so that people who fear starting a business will feel supported
  • Principle: We are all busy and have no time. So we look for value add services. Example: the way we have a personal assistant or a domestic helper, why dont we also have a banking helper. This would mean that this person would make sure my monthly bills are paid, money is set aside for my kids allowances or for stuff has to be done. Someone who is my assistant to do my transactional stuff aligned to my budget.
  • Principle: everyting is going diigital.. so we have way too many username and passwords. Example: why cant we have a single sign on provided by a trusted bank which we can use for other places like the way you can use a facebook or gmail acccount in many websites. And with this signon, you can then transact with your cards without having to capture it with that site or recapture all your details because now its there
  • Principle: People still need face to face service so with our branches closing, we leave a gap for people who want that. So we could have a mobile branch in like a vehicle who could drive around periodically to these places so that the need is still met
  • Principle: As citizens of SA, we all hate corruption. Corruption is caused by money being pass around without trace. Imagine a cashless country. Idea: We eliminate physical cash as much as possible by introducing solutions wherever people use cash to move to electronic cash so that its traceable. So imagine if south africa had no physical cash and everyone had to transact digitally. This would have reduced costs for everyone and its traceable and it will reduce CRIME where cash is stolen
  • Principle: Help unemployed people Example: We helping business to start up who need people, so can match people up. Or we can help train people for where skills are needed to grow business in africa or give ideas/opportunities to partiicpate in business growing (eg if you unemployed, you can help contribute to a business startup and maybe you wil get hired. Example: Std Bank could also be aware of clients who are not employed - we try and help find them a job so that we also not at risk of loans not being paid etc.
  • Principle: Everyone does not have a digital smart phone which is how we want people to transact in the future so example why not give free smart phones to clients with all that is needed to enable them with how to use it etc Help subsidise phones with monthly installments etc There could be incentives for use of certain features which will reduce the price to pay
  • Principle: Everyone loves sport So offer incentives related to sports eg reduced prices tickets for being a good customer, provide tickets to sought after games, We offer tickets to CIB customers but why not private customers, We could help developing sports people to raise sponsorship through our network
Remain RelevantCan Justify2532-13

Get involved in initiatives for drought relief for our communities

  • Build strong relationships with our customers, know our clients better to understand their needs. Help build ways to have Standard Bank employees have intimate relationship with our customers.
  • Build a way for staff to engage customers on an individual level, where each staff member (based on location) is allocated a customer to form a relationship with. Understand their 'moments that matter'
  • Create cross functional teams that take complaints and turn them into positive experiences - communicate success stories
  • Set up forums where people can share their issues (for a common cause) and assist them within the community, can be done on an individual basis but funded through the Group
  • Nominate client success stories and achievements that can be rewarded and communicated within local communities (create FOMO)
  • Share personal good news stories within Group IT to form relationships amongst the staff - celebrate birthdays, achievements, anniversaries, etc.
  • Create support groups for people experiencing similar situations - how can we help? (e.g. community policing forums, upskilling communities, entrepreneurship, local farmers markets)
  • Find alternative ways for our staff to connect with our clients on a personal basis - how do we do this based on our digital platform strategies?
Create the Echo of a Thousand Good TimesCan Do2532-13
  • What can go wrong in our client experience? Unable to access their banking services due to system outages.
  • For Outages: The bank to use the App, Websites, big retailers to communicate to clients,
  • Show transparency in many ways of what is being to manage the crisis, i.e Hawkeye room, War room.
  • The CEO to take accountability and be at the forefront of the communication, to apologise and provide details of the outage.
  • Standard Bank App added feature to alert you when there is an outage, and customised by the users.
Control the Damage Ahead of TimeCan Do2532-13

The client can Video call the banker for service anytime (24/7)

Exaggerate the ExperienceCan Do2532-13

•Help my customer get their Christmas gifts, at the best price, close to where they live

Exaggerate the ExperienceCan Justify2532-13

•Ability to pickup battery going flat, airtime and data running out on a mobile phone, and send help.

Exaggerate the ExperienceSeemed Like a Good Idea at the Time2532-13

•Provide free data to access mobile app

Exaggerate the ExperienceCan Justify2532-13

•No queues at banking for anything you do. Appointments and alerting of availability to assist you.

Exaggerate the ExperienceCan Shift2532-13

•Connect our business customers to the people who can buy their products, it can be with advertising too

Exaggerate the ExperienceCan Justify2532-13

•Add value for customers who are taking home loans or buying house, by assisting with the moving into the house.

Exaggerate the ExperienceCan Justify2532-13

•Personalised bank cards with input from the clients

Exaggerate the ExperienceCan Justify2532-13

•Motivational daily message from the bank to all the clients

Exaggerate the ExperienceCan Do2532-13

•The bank could help the clients with the monthly budget

Exaggerate the ExperienceCan Do2532-13

•The bank could help suggest / recommend savings for the clients based on their banking behaviour, with incentives on it.

Exaggerate the ExperienceCan Do2532-13

•The Mobile App to show the closest CALTEX garage to you for your petrol needs

Exaggerate the ExperienceCan Do2532-13

•Free banking from Standard bank to Standardbank to incentivise the clients

Exaggerate the ExperienceCan Do2532-13

•Knowing who to call as a bank employee when you have banking issues or someone you know

Exaggerate the ExperienceCan Do2532-13

•Mechanism of Paying for services without a card or phone when you are stranded, i.e petrol

Exaggerate the ExperienceCan Justify2532-13

Get involved in initiatives for drought relief for our communities

Create the Echo of a Thousand Good TimesCan Justify2532-13

•Build strong relationships with our customers, know our clients better to understand their needs. Help build ways to have Standard Bank employees have intimate relationship with our customers.

Create the Echo of a Thousand Good TimesCan Do2532-13

•Build a way for staff to engage customers on an individual level, where each staff member (based on location) is allocated a customer to form a relationship with. Understand their 'moments that matter'

Create the Echo of a Thousand Good TimesCan Do2532-13

•Create cross functional teams that take complaints and turn them into positive experiences - communicate success stories

Create the Echo of a Thousand Good TimesCan Shift2532-13

•Set up forums where people can share their issues (for a common cause) and assist them within the community, can be done on an individual basis but funded through the Group

Create the Echo of a Thousand Good TimesCan Justify2532-13

•Nominate client success stories and achievements that can be rewarded and communicated within local communities (create FOMO)

Create the Echo of a Thousand Good TimesCan Shift2532-13

•Share personal good news stories within Group IT to form relationships amongst the staff - celebrate birthdays, achievements, anniversaries, etc.

Create the Echo of a Thousand Good TimesCan Do2532-13

•Create support groups for people experiencing similar situations - how can we help? (e.g. community policing forums, upskilling communities, entrepreneurship, local farmers markets)

Create the Echo of a Thousand Good TimesCan Do2532-13

•Find alternative ways for our staff to connect with our clients on a personal basis - how do we do this based on our digital platform strategies?

Create the Echo of a Thousand Good TimesCan Shift2532-13

We can remain relevant by helping our clients to benefit in saving for using the products (We want to help people have more disposable income at the end of the month). •Principle: We want to help people to have more disposable income at the end of the month - Examples are: Having alliances with big retailers so that when our customers swipe or transact with them, they get a rebate or a discounted price. Another example, for people transacting with standard bank to std bank accounts, we reduce fees thus providing more savings for them to have disposable income. Example: Based on knowing what our customers often buy, we can approach the producer and negotiate reduced pricing for buying in bulk to pass back to our customers as incentive.

Remain RelevantCan Shift2532-13

•Principle: Help educate our people on financial management Example: In schools we dont teach kids how to manage money, save, budget responsibility. We could introduce more training or online training which helps people to reach their goals in life and the importance of planning and what you do now could affect your future. We can also do roadshows or showcases or slots at schools or places where many people even adults need this type of stuff.

Remain RelevantCan Do2532-13

•Principle: Many small businesses have business ideas but dont know how to make it happen. example: Train the small businesseses with ideas how to do business plans and get connected. Example:We also need to make more people aware that this exists so that people who fear starting a business will feel supported

Remain RelevantCan Do2532-13

•Principle: We are all busy and have no time. So we look for value add services. Example: the way we have a personal assistant or a domestic helper, why dont we also have a banking helper. This would mean that this person would make sure my monthly bills are paid, money is set aside for my kids allowances or for stuff has to be done. Someone who is my assistant to do my transactional stuff aligned to my budget.

Remain RelevantCan Shift2532-13

•Principle: everything is going digital.. so we have way too many username and passwords. Example: why cant we have a single sign on provided by a trusted bank which we can use for other places like the way you can use a facebook or gmail account in many websites. And with this sign on, you can then transact with your cards without having to capture it with that site or recapture all your details because now its there

Remain RelevantCan Do2532-13

•Principle: People still need face to face service so with our branches closing, we leave a gap for people who want that. So we could have a mobile branch in like a vehicle who could drive around periodically to these places so that the need is still met

Remain RelevantCan Justify2532-13

•Principle: As citizens of SA, we all hate corruption. Corruption is caused by money being pass around without trace. Imagine a cashless country. Idea: We eliminate physical cash as much as possible by introducing solutions wherever people use cash to move to electronic cash so that its traceable. So imagine if south Africa had no physical cash and everyone had to transact digitally. This would have reduced costs for everyone and its traceable and it will reduce CRIME where cash is stolen

Remain RelevantCan Justify2532-13

•Principle: Help unemployed people Example: We helping business to start up who need people, so can match people up. Or we can help train people for where skills are needed to grow business in Africa or give ideas/opportunities to participate in business growing (eg if you unemployed, you can help contribute to a business startup and maybe you will get hired. Example: Std Bank could also be aware of clients who are not employed - we try and help find them a job so that we also not at risk of loans not being paid etc.

Remain RelevantCan Do2532-13

•Principle: Everyone does not have a digital smart phone which is how we want people to transact in the future so example why not give free smart phones to clients with all that is needed to enable them with how to use it etc Help subsidise phones with monthly installments etc There could be incentives for use of certain features which will reduce the price to pay

Remain RelevantCan Shift2532-13

•Principle: Everyone loves sport So offer incentives related to sports eg reduced prices tickets for being a good customer, provide tickets to sought after games, We offer tickets to CIB customers but why not private customers, We could help developing sports people to raise sponsorship through our network

Remain RelevantCan Do2532-13

•What can go wrong in our client experience? Unable to access their banking services due to system outages.

Control the Damage Ahead of TimeCan Do2532-13

•For Outages: The bank to use the App, Websites, big retailers to communicate to clients,

Control the Damage Ahead of TimeCan Do2532-13

•Show transparency in many ways of what is being to manage the crisis, i.e Hawkeye room, War room.

Control the Damage Ahead of TimeCan Do2532-13

•The CEO to take accountability and be at the forefront of the communication, to apologise and provide details of the outage

Control the Damage Ahead of TimeCan Do2532-13

•Standard Bank App added feature to alert you when there is an outage, and customised by the users.

Control the Damage Ahead of TimeCan Shift2532-13
*

Taking interest in our current customer base. Wishing you a happy birthday, personalize the message in line with their spend patterns. (Vouchers, U-Count etc.). Payment holidays for the special month, Hand deliver gifts to the customers door. Send out important message for special occasions to customers.

Exaggerate the ExperienceCan Do2532-13

Look at enhancing our current products based on what our customers have with us. Vehicle finance, home loans - what can we proactively offer our customers that stretchers our products.

Exaggerate the ExperienceCan Do2532-13

Proactive value add for our customers, will be as simple as VAF sending you a reminder of your car license expiring and even going as far as having the renewal completed and delivered to your "door".

Exaggerate the ExperienceCan Justify2532-13

During the festive period, recognize the females that have been overworked and offer them a free spa treatment when it's all over. Look at holiday programs for kids that are free of charge this is to aid parents that are working during school holidays.

Exaggerate the ExperienceCan Do2532-13

Offer an advanced driving course to customers that have shown interest or have existing customers that are almost paid up on their VAF accounts. Assist by renewing car license disc's for existing customers. Waiver student loans for students who obtain distinctions in their studies.

Exaggerate the ExperienceCan Do2532-13

Offer existing and new home owners the ability to "go off grid" by assisting with solar geysers and backup power options, as part of their finance with the bank. (Saving you money - Stop paying Eskom). Offer home make overs as part of the loan to customers for them to choose.

Exaggerate the ExperienceCan Do2532-13
*

Stokvel - make it attractive to our customers by giving them options to allow their money to grow with a minimum investment period and reduces fees. Also look at more value adds that will aid our customers. Security in terms of digitizing withdrawals making it safe for customers to use their funds.

Exaggerate the ExperienceCan Do2532-13
*

Understanding what our customer needs and moments that affect them. What effects do these events have on their lives, an example is how does load shedding affect small business's and what we can do as an organization to help to keep the doors open. Trust needs to be developed that will ensure that the business comes to us first with their needs. Look at providing a concierge service to our customers.

Remain RelevantCan Shift2532-13

A game to be developed powered by SB to capture young minds at an early age.

Remain RelevantCan Justify2532-13
*

Becoming so relevant to our customers that they look to us for basically everything. One stop shop - "If we don't have it, we will find it".

Remain RelevantCan Shift2532-13

Build our presence in the rural areas, by understanding our communities better. Let the community tell you what they want and facilitate this through different development programs. Provide medical care in impoverished areas.

Remain RelevantCan Shift2532-13
*

We as representatives of SB will need to treat our clients the way we would like to be treated in anything we do. Show our clients that we are not just a financial institute, we are striving to celebrate our rich and diverse history. Build a sustainable foot print in our community which is not once off.

Create the Echo of a Thousand Good TimesCan Do2532-13
*

Ubuntu. Happy Staff = Happy Customers = Happy Communities. Everybody needs to acknowledge/greet each other no matter what role you play in the organization. Small gestures play an important role in work culture. Treat this job as if you are a majority shareholder. Ensure the correct people are in the correct positions.

Create the Echo of a Thousand Good TimesCan Do2532-13

Woema, has promoted positive relationships in the communities. An example will be Feenix has empowered students to manage their studies and funds from an early stage.

Create the Echo of a Thousand Good TimesCan Do2532-13
*

We need to look at what "can" go wrong that will negatively impact our clients, this is being pro-active. Use "real life" situations that can occur with any of our payment/self-service channels and work backwards to identify vulnerabilities in our system and processes and put measures in place that will allow us to fail and recover with minimal/no impact to our customers on the street.

Control the Damage Ahead of TimeCan Do2532-13
*

Take accountability and be transparent to what has occurred. Let our customers know via multiple channels like SMS, Watts App, Facebook, Twitter etc. as to what is happening and provide regular updates. This will help warn our customers at petrol stations, and retailers etc. Provide some form of compensation to all our customers for any inconvenience that has been caused. Send messages directly to branches via BDS and Blue wave immediately.

Control the Damage Ahead of TimeCan Do2532-13

Open up wifi - let customers have free wifi at all our branches (unlimted)

Exaggerate the ExperienceCan Do2532-43

Tech support at all our branches ( customers can bring in laptops etc for maintenance)

Exaggerate the ExperienceCan Shift2532-43

summary of where your biggest spend is - spend trend ( mail to customer every month)

  • pop up saying etc you are spending 2000 on coffee you could have contributed to your home loan
Exaggerate the ExperienceCan Do2532-43

capability to have atms and money market feature in rural areas where people dont have to go to atms and spend transport fees. accessibility in rural areas

Exaggerate the ExperienceCan Justify2532-43

credit card and debit cards delivered to customers - no need to go into branch

Exaggerate the ExperienceCan Shift2532-43

Gaming - sell games and all proceeds go to charity

Exaggerate the ExperienceCan Shift2532-43

10% discount to all customers that want to buy a car in there birthday month

Exaggerate the ExperienceCan Justify2532-43

if you walk into a branch on your birthday, you get a gift or a gift gets delivered to your house or you get 100 rand in your pure save account

Exaggerate the ExperienceCan Justify2532-43

if you are unemployed and need to go for an interview we will pay for your transport

Exaggerate the ExperienceCan Justify2532-43

capability of having an environment where we can can build capabilities to have machines where people can use tech etc homework, can offer coffee and a sandwich - have this in branches

Exaggerate the ExperienceCan Shift2532-43

re-think approach to lending for the un banked

Exaggerate the ExperienceCan Justify2532-43

sponsor students to study

Exaggerate the ExperienceCan Justify2532-43

Build a solar farm or an alternative source of energy.

Exaggerate the ExperienceCan Justify2532-43

opportunity to get paid early if you run out of funds - get paid a portion of salary earlier

Exaggerate the ExperienceCan Do2532-43

have squads across the bank assisting feature teams - going into teams to solve a specific problem

Exaggerate the ExperienceCan Do2532-43

kidney trasplant month - banner on app to ask if customers want to donate - if they select yes there is a capability to make a payment to the charity

Exaggerate the ExperienceCan Do2532-43

non profit organisations - help schools or communities to create a QR code where people can scan and make payments to there cause

Exaggerate the ExperienceCan Do2532-43
*

donate devices to rural areas or small businesses - load standardbank products ( good for marketing)

Exaggerate the ExperienceCan Justify2532-43

more visibility around tech in the bank so teams are aware of all initiatives happening

Exaggerate the ExperienceCan Do2532-43

Provide a platform to enable a idea outside of what we do etc gaming, link to home affairs etc

Exaggerate the ExperienceCan Do2532-43

list our issues and requirements on a site and allow students to do research on a topic and they awarded for there ideas or research.

Exaggerate the ExperienceCan Justify2532-43

assist small businesses in start up capital. (even if they dont have colleteral)

Exaggerate the ExperienceCan Justify2532-43
*

standardbank university - offer free courses, online learning. offer customers free learning.

Exaggerate the ExperienceCan Justify2532-43

urban farming - assist farmers with veg gardens

Exaggerate the ExperienceCan Justify2532-43

have a tech day across standardbank where staff go to primary schools to donate equiptment and assist schools kids in skilling up

Exaggerate the ExperienceCan Do2532-43

deliver bicycles to schools to enable children to get schools

Exaggerate the ExperienceCan Justify2532-43

sponsor fresh water across rural areas or filters to filter water

Exaggerate the ExperienceCan Justify2532-43

when applying for a home loan offer free home makeovers

Exaggerate the ExperienceCan Justify2532-43
*

pensioners day have mobile atms dispatched in community - make life easier for elderly. offer them refreshments and seeds for fruit and vegatables

Exaggerate the ExperienceCan Shift2532-43

voice control banking, no need to log in

Exaggerate the ExperienceCan Do2532-43

run an initiative to sponsor sanitry pads to girls in rural areas

Exaggerate the ExperienceCan Do2532-43

recycle old reading glasses frames

Exaggerate the ExperienceCan Do2532-43

run a drive to collect old books and text books and distribute them to rural areas

Exaggerate the ExperienceCan Do2532-43

post cv's on standardbank website and approach vendors to consider candidates

Exaggerate the ExperienceCan Do2532-43

How does standardbank intervene in situations with gender violence

  • Icas to be made available to customers as well
Remain RelevantCan Shift2532-43

unemployment - grant customers 3 months grace to pay there debts etc car, home, insurance and dont reposess immediately

Remain RelevantCan Justify2532-43
*

fomalize the recycling sector - recycle initiatives - sponsoring transport, and sorting initiatives

Remain RelevantCan Justify2532-43

education - build on the standardbank engineering acedemy that drives engineering skills development, free education that feeds into our R&D and dev efforts .

  • place 100 learners to the "we think code" initiative and create opportunity once they are completed.
Remain RelevantCan Justify2532-43
*

open up standardbank campuses to run community initiatives and training

Remain RelevantCan Do2532-43

Donate equiptment to underprivelledged schools by repurposing old laptops and equiptment

Remain RelevantCan Do2532-43

installing internet access in schools

Remain RelevantCan Justify2532-43

generating alternate energy etc, wind power

Remain RelevantCan Justify2532-43

provide tutoring for maths and science in schools

Remain RelevantCan Shift2532-43

public hospital revamp powered by standardbank

Remain RelevantCan Justify2532-43

medical care in rural areas.. etc vaccanations at schools

Remain RelevantCan Justify2532-43

distribute fire estinguishers and solar lights in informal settlements.

Remain RelevantCan Shift2532-43

providing outdoor recreational activities for communities etc refurbish out door gym equiptment

Remain RelevantCan Justify2532-43

providing funding for tertiary education, music programs, Art

Remain RelevantCan Justify2532-43

programs that promotes music and arts

Remain RelevantSeemed Like a Good Idea at the Time2532-43
*

run a drive on mandela day or june 16 for community to donate 1 rand via QR code to raise money for students.

Remain RelevantCan Do2532-43

QR code to pop up on pay day every month allowing employees to donate to sponsor students or initiatives

Remain RelevantCan Do2532-43

Allow ourself time to think about what can go wrong. get different teams to input into what can go wrong. ( input must be from different perspectives not just It)

Control the Damage Ahead of TimeCan Do2532-43

Get ourself outage fit, spend enough time on Chaos engineeing

Control the Damage Ahead of TimeCan Do2532-43

Build trust again.

Control the Damage Ahead of TimeSeemed Like a Good Idea at the Time2532-43
*

create an environment for us to be innovative, etc chaos engineering experiments, contineous learning culture etc

Control the Damage Ahead of TimeCan Do2532-43

skills shortage

Control the Damage Ahead of TimeSeemed Like a Good Idea at the Time2532-43

loyalty that we hold is being corroded by new players in the market. customers are loosing trust in us

Control the Damage Ahead of TimeSeemed Like a Good Idea at the Time2532-43
*

in the case of outages, services fees should be removed for the month

Control the Damage Ahead of TimeCan Justify2532-43

our social media platforms are very defensive and basic. Not helpful or empathetic . Train call centres to have empathy and be more helpful instead of making excuses

Control the Damage Ahead of TimeCan Do2532-43

Ask for help, Go outside the bank and seek help, etc how do you handle stressful situations? learn from different teams and different organisations

Control the Damage Ahead of TimeCan Do2532-43
*

Make a working offline banking application

Exaggerate the ExperienceCan Do2532-53

Create relationships between clients to enable value streams for clients to build off.

Remain RelevantCan Do2532-53
*

We need to live out real authentic lives as our way of communicating who we are as a company. Not just PR or staged marketing.

Create the Echo of a Thousand Good TimesCan Do2532-53
*

Change the message – Do not say we are always on if we are not always on. Rather say we are ruthlessly solving client problems including downtime.

Control the Damage Ahead of TimeCan Do2532-53

Make all client applications truly always on – never go offline.

Exaggerate the ExperienceSeemed Like a Good Idea at the Time2532-53

Free banking

Exaggerate the ExperienceCan Shift2532-53
*

Give people free phones and pre-load those machines with all the banking products that they would need to use.

Exaggerate the ExperienceCan Shift2532-53

Become a worldwide leader in mobile payments

Exaggerate the ExperienceCan Do2532-53

Create a better internal client experience to help enhance the end consumers experience.

Exaggerate the ExperienceCan Do2532-53

Help clients over the initial inertia of using a new product with promotions for using the product.

Exaggerate the ExperienceCan Do2532-53

Become a fully functioning mobile operator with our own towers and network.

Exaggerate the ExperienceSeemed Like a Good Idea at the Time2532-53
*

Create a better version of UCount

Exaggerate the ExperienceCan Do2532-53

Do not try and sell me debt you don’t think I need

Exaggerate the ExperienceCan Do2532-53

KYC Clients at their home when it is convenient for them

Exaggerate the Experience2532-53

Give all clients personal bankers who know and understand them

Exaggerate the ExperienceCan Justify2532-53

Create financial literacy and financial planning plans for all new or existing clients who would like to undertake the offering

Exaggerate the ExperienceCan Do2532-53

Improve the lives of children’s lives. If the parents are clients give them innovative and interesting benefits.

Exaggerate the ExperienceCan Do2532-53

Solve client’s problems the way they want them solved – not the way the is easiest for us as a bank. (Allowed customers to pay debt with maize if they need)

Exaggerate the ExperienceCan Justify2532-53

Buyout short term debt microlenders who’s clients are trapped in debt cycles. Convert those loans into banking products with lower rates and open up accounts for those people to help them.

Exaggerate the ExperienceCan Shift2532-53

Reward clients who have products with the bank with related benefits. (Give advanced driving courses to people who use fleet management or have car loans).

Exaggerate the ExperienceCan Shift2532-53
*

Offer online content for clients and their children to help them learn (Udemy, Coursera and EdX).

Exaggerate the ExperienceCan Shift2532-53

Remember that staff are also customers and that their perspective of the bank is also very important.

Exaggerate the ExperienceCan Do2532-53
*

Build RDP houses and create an application that can better manage the RDP housing system and process.

Exaggerate the ExperienceCan Justify2532-53

Create solutions to load shedding for clients and for the whole country.

Exaggerate the ExperienceCan Justify2532-53

Create more effective school upliftment projects. Partnering with reputable schools to build better communities around those schools to help other schools.

Exaggerate the ExperienceCan Do2532-53
*

Solve public sector problems (like Outsurance did for traffic light problems), fix pot-holes as an example.

Exaggerate the ExperienceCan Justify2532-53

Help solve National Health Care with the government, offer services that will help create a good solution to NHC.

Exaggerate the ExperienceCan Justify2532-53

Build a way for people to donate tools/products they’ve inherited or bought and don’t use anymore.

Remain RelevantCan Justify2532-53

Distribute talents - long term high earners may have talents that they can distribute to new income earners. Be it building companies business paths or establishing career paths.

Remain RelevantCan Justify2532-53

Know clients beyond what their data says.

Remain RelevantCan Shift2532-53

Do not discriminate on what clients are given because they earn less money than another client.

Remain RelevantCan Shift2532-53

Plan for and predict certain life events that people are going to go through and help them plan from as early as possible.

Remain RelevantCan Do2532-53

Give small companies low rates so that they can become relevant and compete with the bigger players in the market.

Remain RelevantCan Shift2532-53
*

Build benchmark services that other companies and public services can copy (hospitals, housing, public facilities).

Remain RelevantCan Justify2532-53

Offer specialised insurance products for people who have nuanced issues or problems.

Remain RelevantCan Shift2532-53

Host more events that can be used to unite people and communities (E.G. Joy of Jazz).

Remain RelevantCan Justify2532-53

Figure out what is most important to us as Africa.

Create the Echo of a Thousand Good TimesSeemed Like a Good Idea at the Time2532-53

Going beyond what is expected - requires us as employees going beyond for each other to drive client facing employees to do the same thing.

Create the Echo of a Thousand Good TimesCan Shift2532-53
*

KYC should not just be a minimum regulatory requirement – should really know our customers intimately.

Create the Echo of a Thousand Good TimesCan Shift2532-53
*

Every employee needs to be a brand ambassador -> Leadership needs to show their commitment for people to want to be a brand ambassador -> People need to be more aware of what is happening so they can feel involved

Create the Echo of a Thousand Good TimesCan Shift2532-53

Make execution teams more autonomous of what is happening and give them the ability to control their own face.

Create the Echo of a Thousand Good TimesCan Shift2532-53
*

Change the leadership message – Leaders want accountability without responsibility. If you have responsibility you must have accountability. Person who is accountable must call all clients and apologies.

Control the Damage Ahead of TimeCan Do2532-53

IT is too reactive, need to be more proactive at solving problems.

Control the Damage Ahead of TimeCan Do2532-53

Keep customers informed before they begin using a service that is out (call them) nothing generic.

Control the Damage Ahead of TimeCan Do2532-53

If you find us down before we do – you receive a reward.

Control the Damage Ahead of TimeCan Shift2532-53

Allow cross use of assets – give free access to other services to solve problems when they are down. Private bankers can transact on your behalf, ALL banks atms can be used for free etc.

Control the Damage Ahead of TimeCan Justify2532-53

New functionality is a privilege for being able to prove you are relentlessly solving existing business problems.

Control the Damage Ahead of TimeCan Shift2532-53

Change how employees are treated when solving crises.

Control the Damage Ahead of TimeCan Do2532-53

Employees are scared to report issues because of the repercussions.

Control the Damage Ahead of TimeCan Shift2532-53

Do more than what is the minimum requirement for solving problems, do unplanned intentional outages to prove you can recover from issues. - Can Shift

Control the Damage Ahead of TimeCan Shift2532-53

Kids savings - children can take their coins to the bank or supermarket to save or spend their money and receive a voucher.

  • Savings incentive linked to the money deposited. Tangible benefit to saving
  • Spare change piggy bank, bank donates equivalent and the kids get their balances increased by the same amount
Exaggerate the ExperienceCan Do2532-33
*

Dream lotto - based customer needs on dreams using all the info we have in the entire group i.e Liberty, SBSA , give the customers the experience they want and have the conversations. Not limited to customers to include employees as well.

Exaggerate the ExperienceCan Shift2532-33

Grant a wish - payoff debt even from other organisations, random selection through lotto concepts and personalise their financial runway to the future

Exaggerate the ExperienceCan Shift2532-33

Randomly handing out blue laptops to schools to get children into technology and partner with mobile operators to provide free data connections, partner with tech companies to provide support. Laptops for long distant learners and varsity students

Exaggerate the ExperienceCan Shift2532-33
*

Geo locate Standard bank customers to send out mobile branches to assist the customers that are in the same geo area

Exaggerate the ExperienceCan Justify2532-33

Provide free mobile devices, free data in the rural areas where there are no branches. Provide support & training to the customers in these areas

Exaggerate the ExperienceCan Justify2532-33

When a customer submits a cancellation on their homeloan - meet with them at a coffee shop to understand their need and in this scenario the customer is selling to rent two separate properties one for her and one for her sons, stage in life. The bank finds the properties and the day the customer takes possession the two places are fully furnished, clients coached on stage change in life to help the transition and financial advise to support going forward

Exaggerate the ExperienceCan Shift2532-33

Build homes with recyclable material, upskilling the communities and creating jobs , providing blue jojo tanks , boreholes. Clean water - clean account. No complex charging models and no bank charges

Exaggerate the ExperienceCan Justify2532-33
*

Everyone to have a personal banker, personal genie that has the authority to do what needs to be done to solve my needs. Link to home affairs to verify data. The purpose of the personal banker is to solve all the needs. Only one point of contact. Not restricted by job description. When selling a car the Natis document must be readily available. The personal banker should be a financial coach to customers

Exaggerate the ExperienceCan Justify2532-33
*

Customer gifting personalised on your birthday based on your spending habits, anniversary of home take a break on loan, insurance etc just for the month. Give a free month not a payment holiday. As small as a coffee voucher and the sky is the limit. Heads up anniversary vouchers for husbands etc, pos devices, mobile app etc

Exaggerate the ExperienceCan Shift2532-33

Using the information we have about the customer to broker the conversations. Show the customer where they spending and how they are spending and provide them with skills, tips, direction, finance and budgeting advice

Remain RelevantCan Do2532-33

Panic button the the mobile app, enabling customer to have access to relevant services even when they have no data. i.e panic button linked to home, roadside assistance, towing facilities, emergency services, police services. Partnering with vendors that have the existing apps etc. Security classes for customers

  • in one mobile app. Create the link to help you wrt vaccinating your pets, blood test etc.
Remain RelevantCan Shift2532-33

Market place app for staff and customers, products, jobs, free services, bartering

Remain RelevantCan Shift2532-33
*

Freezing bank charges when you are unemployed and freezing interest, offer services like coaching, psychologist etc. Create jobs for communities, upskilling people and empowering them to grow

  • Customers of Standard Bank, Liberty Group get free parking at any of our centres we own
Remain RelevantCan Do2532-33

Flexi rates - review rates and give the customer the reduction in interest rate automatically. Customers have the opportunity to request 1yr/2yr fixed rates all online

Remain RelevantCan Do2532-33

Help connect the grandparents to the kids through volunteer programs where the grandparents teach the kids basic skills like cooking, sewing, growing own vegetables, reading etc.

Remain RelevantCan Do2532-33

No -one needs to go hungry create urban and rural farms teaching the skills to the unemployed and inviting customers to participate. Newsletter connects you to the farmers, restaurants, communities

Remain RelevantCan Justify2532-33

Upliftment at schools through sports programs. Provide coaching, unused equipment, mentoring. Formal sponsoring

Remain RelevantCan Shift2532-33

Free conferences for business clients on topical matter i.e new regulations, trends etc

Remain RelevantCan Shift2532-33

Taking the negative events i.e. AML fine and use the opportunity to educate our customers on what money laundering is and how one can inadvertently be involved

Remain RelevantCan Do2532-33

Use staff, customers & communities for all marketing campaigns through all channels based on real events and real people. Use heart centred language. It is not about making money it is about connecting to your needs i.e repossession is not the first call. Making money is secondary

Create the Echo of a Thousand Good TimesCan Do2532-33
*

Exco to not take their bonuses in a or prior 189 situation to show commitment to their people.

Create the Echo of a Thousand Good TimesCan Do2532-33
Create the Echo of a Thousand Good Times2532-33

Any channels unavailable: Human immediate personal response using plain English giving customers the heads up and not charging them for any fees incurred on the day. Not charging fees even when other banks channels used

  • Communicate alternative channels to the customers when giving them the heads up. Provide them with the opportunity to call to have their transaction done on their behalf
  • Te crisis room should have glass and not behind close walls and doors
Control the Damage Ahead of TimeCan Do2532-33
*

IT needs to partner with business have a seat at each others table and we as IT need to speak in English to help the business understand what the real situation is. Always On should be on EVERYONES performance goals

Control the Damage Ahead of TimeCan Do2532-33

Fraud - When Fraud is reported customers should be reimbursed immediately and then investigated. Customer should not be victim shamed. Teach the customers to be savvy connecting on a human level

Control the Damage Ahead of TimeCan Shift2532-33
*

Set up an end to end digital business for a start up entepreneur in an African country This includes upskilling, nurturing, walking beside and being with the entepreneur from initial conception (birth) to delivery.//

Exaggerate the ExperienceCan Justify2532-23

Funding a young professionals transport fees for a quarter. Banking fees for that year are waived.

Exaggerate the ExperienceCan Justify2532-23

Remove the dignity stripping experience around health care that is experienced by our elderly/unemployed/homeless, etc. Build a state of art healthcare facility.... with free healthcare, transport, etc.... and etc. etc. etc.

Exaggerate the ExperienceSeemed Like a Good Idea at the Time2532-23

Build portable showers for the homeless and distribute care packages containing clothing and food, cosmetics etc.

Exaggerate the ExperienceSeemed Like a Good Idea at the Time2532-23

Fund labs employing prisoners who will design security solutions for South Africans

Exaggerate the ExperienceSeemed Like a Good Idea at the Time2532-23
*

Understanding all significant events in your customers lives (funerals, birthdays etc) Sending an appropriate personal and meaningful gift when a customer loses someone close - example a series of counselling sessions after a loss of a loved one

Exaggerate the ExperienceCan Justify2532-23
*

Proactively offer assistance with education (eg. paid Mathematics tutoring) at various levels of your loved ones growth.

Exaggerate the ExperienceCan Do2532-23

Waive loans that you have received from the bank - as a reward of sorts when it is seen that your child has received certain accolades (eg. a distinction at school/ received provincial colours for a sport or extra curricular , etc).

Exaggerate the ExperienceCan Justify2532-23

sponsor a solution that will develop and produce biodisposable nappies

Exaggerate the ExperienceSeemed Like a Good Idea at the Time2532-23

provide nappies to new Mommies for the duration of the babies nappy stage

Exaggerate the ExperienceSeemed Like a Good Idea at the Time2532-23

Students that will be leaving their parents to study in a different province, arrive at their student accommodation ..... only to find a brand new macbook + Iphone + 1 series bmw waiting for you to make your 3 - 5 year university term more convenieint

Exaggerate the ExperienceSeemed Like a Good Idea at the Time2532-23

Grocery purchases made in JANUARY: the bank has your back covered, so..... we will refund all purchases made on groceries for tat entire month.

Exaggerate the ExperienceCan Justify2532-23
Exaggerate the ExperienceCan Justify2532-23

Load shedding: send a gift voucher (eg. Uber eats), wherein the detrimental negativity experienced during load shedding becomes more positive and "positive"

Exaggerate the Experience2532-23
*

Load shedding: send a gift voucher (eg. Uber eats) DURING load shedding to impacted customers, wherein the detrimental negativity experienced during load shedding becomes more positive and manageable and "exciting"

Exaggerate the Experience2532-23
*

integrated into specific communities to understand their problems and define solutions to enable them to overcome these challenges. eg. Solar, Gas etc solutions

Remain RelevantCan Shift2532-23

Use customer activity data to guide the customer on more relevant solutions to their needs example Hennie funding his sons education fees through his homeloan instead of using a more relevant loan product.

Remain RelevantCan Do2532-23

The ops alerts to be sent out to communities example storms, strikes etc.

Remain RelevantCan Do2532-23
*

Guiding and advising corporate customers / business owners on global events impact on their business's

Remain RelevantCan Do2532-23

Enabling collaboration between SME's, large corporates example Cocacola and a spaza shop

Remain RelevantCan Do2532-23

Dealing with crime - Additional security for customers during month-end / salary periods. Security personal to be trained up on trends such as ATM scamming etc.

Remain RelevantCan Shift2532-23
*

Call centers etc to be enabled to fix client issues on the spot. remove auto responses etc

Remain RelevantCan Shift2532-23

Use real customers and employees experiences in advertising

Create the Echo of a Thousand Good TimesCan Do2532-23
*

celebrate customers and employees successes and achievements and include real customer and employee stories in advertising

Create the Echo of a Thousand Good TimesCan Do2532-23

Treat customers equally regardless of the socio-economic status and geographical location

Create the Echo of a Thousand Good TimesCan Do2532-23

Change CSI approach to be more relevant and personal to the community it is intended for...

Create the Echo of a Thousand Good TimesSeemed Like a Good Idea at the Time2532-23

Improve the relationship with employees to enable the positive relationship between the employees and the customers

Create the Echo of a Thousand Good TimesCan Do2532-23
*

Communication to the customer must be more relevant to the outage and provide guidance on alternatives to achieve their banking goals

Control the Damage Ahead of TimeCan Do2532-23
*

Offer staff interest rates and staff banking rates for all customers for the outage for 1 year and reduce bonuses for that year from all IT executives and offer special interest rates and fees for retail customers

Control the Damage Ahead of TimeCan Justify2532-23

Cover the penalty for business's impacted by the outage example RTGS payment cut-offs

Control the Damage Ahead of TimeCan Justify2532-23
*

20years of service hollywood walk tile dedicated to those employees who worked at the bank those are yet to achieve

Create the Echo of a Thousand Good TimesCan Do2532-43

CEO of the Bank to answer internet banking CCC calls

Create the Echo of a Thousand Good TimesCan Do2532-43
*

Dedicated community tech support area in the branch to assist small businesses and students with their tech needs. one day in the month IT employees go work in the branch.

Create the Echo of a Thousand Good TimesCan Do2532-43

Place IT staff in their users world to understand their needs. e.g. Internet banking team to go sit in the Call Centre to see burning concerns there

Create the Echo of a Thousand Good TimesCan Do2532-43

free community events (e.g. Jazz festival/standard bank art gallery) as opposed to targeted to specific individuals/companies for transactional purposes

Create the Echo of a Thousand Good TimesCan Do2532-43

throughout the year more events using the artistic talent within the bank, e.g. The choir that sings in the basement made up of facilities management staff (cleaners, security etc)

Create the Echo of a Thousand Good TimesCan Do2532-43

Services, incident satisfaction personal call to customers. not just the client facing people but back office staff too. from the CEO to the Cleaner

Create the Echo of a Thousand Good TimesCan Do2532-43

participating in certain issues within the community, e.g. strikes against gender based violence bank encouraging staff to take part in the strike. giving tshirts. having presence in such issues

Create the Echo of a Thousand Good TimesCan Do2532-43

Tie in the reporting back of action items from all workshops and conference ideas

Create the Echo of a Thousand Good TimesCan Do2532-43

SMME business reboot programme. For those business who are banking with us and look like they're headed for business closure or minimal to no transactional activity on the account in months. caring for business growth

Create the Echo of a Thousand Good TimesCan Shift2532-43

Awareness around ucount rewards and built in user experience. successful product but not user-centred

Create the Echo of a Thousand Good TimesCan Do2532-43

customer centric design by putting ourselves into the world of the customer

Create the Echo of a Thousand Good TimesCan Do2532-43

when apps (e.g. mobile app) is being built, share mock-ups and customer journeys with the entire bank for commentary. we are all one bank moving towards the same goal. employees are customers as well.

Create the Echo of a Thousand Good TimesCan Do2532-43

stop the continuous reporting

Create the Echo of a Thousand Good TimesCan Do2532-43

branch staff must be friendly. must show in their assessments before hiring

Create the Echo of a Thousand Good TimesCan Do2532-43
*

1. Tracking all expectant women customers, upon delivery visit them with a gift hamper
2. If customers pay for gym membership through the Bank, surprise with massage/spa coupons
3. Have parties in schools where the children bank with Stanbic
4. Where parents pay school fees using the bank, the Bank throws a party for that child or for fees for the next term.
5. Cash back on ATM use
6. Shopping using Stanbic cards, any supermarket, you get free shopping at your next visit/ Meals at restaurant
7. Fuel for free at certain petrol stations at specific times if using a Stanbic card
8. Track card expiration dates for customers and deliver the cards personally
9. Transacting at a digital branch, the customer gets free parking, airtime
10. For regular channel use, e.g. Pesalink, the next transaction is done at no cost
11. Have free medical camps attached to a Stanbic branch, where the Bank covers for certain procedures.
12. Have free beauty consultations for all women at the branches
13. Have parenting/mental health classes fully paid by the Bank for men
14. Partner with men’s shops to give hampers
15. Have food vending booths that Stanbic branded to dispense surprise items.
16. Have random car wash days.

Exaggerate the Experience2532-43

1. For customers nearing the retirement age, provide literacy on their area of interest e.g. farming where we link them up with experts who will give them information on the area of interest e.g. Cheese making, yoghurt making and how to add value to their items

Remain RelevantCan Justify2532-43

1. Customers who are made to Bank with us by their employers should be given incentives e.g. food, special credit facilities e.g. give a school fees loan and pay the school directly
2. Provide cash in transit services to our clients that handle a lot of cash for free
3. Have medical camps in different parts of the country for early diagnosis of cancer
4. Provide health care for free for customers in small communities e.g. the flower farms
5. Offer employment opportunities for clients or employees children who have banked or worked with us for over 10 years
6. Celebrate marriage or company anniversaries for clients who banked with Stanbic for over 10 years
7. Have a quarterly magazine that captures employee personal stories, hobbies and interests and place them in the branches for all to pick
8. Have employee of the month rewarded and put up the pictures of them enjoying their rewards
9. Place on the walls of the bank the portraits of employees and a statement of what matters most to them
10. Light up the Westlands road area and Museum hill bus stop, place a security guard near the bust stop and have police patrol the area 24hours on the Banks account
11. Notice board in branches that give the communities updates on issues affecting the world or community e.g. corona virus
12. Have a board with pictures of staff and their families or pets

Create the Echo of a Thousand Good Times2532-43

1. Tax payments – Make an arrangement with another bank to make payments to KRA when bank systems are down, before the customer is aware of the downtime
2. Subsequent payment will not be charged on the above
3. For delayed salaries, the Bank commits to pay the power bill for the month for the clients affected
4. Card declines – have an arrangement with merchants to release goods when Stanbic Bank card system is down, the Bank will give a credit note in advance

Control the Damage Ahead of Time2532-43

1. Tracking all expectant women customers, upon delivery visit them with a gift hamper

Exaggerate the ExperienceCan Shift2532-43

2. If customers pay for gym membership through the Bank, surprise with massage/spa coupons

Exaggerate the ExperienceCan Shift2532-43

3. Have parties in schools where the children bank with Stanbic

Exaggerate the ExperienceSeemed Like a Good Idea at the Time2532-43

4. Where parents pay school fees using the bank, the Bank throws a party for that child or for fees for the next term.

Exaggerate the ExperienceSeemed Like a Good Idea at the Time2532-43

5. Cash back on ATM use

Exaggerate the ExperienceCan Justify2532-43

6. Shopping using Stanbic cards, any supermarket, you get free shopping at your next visit/ Meals at restaurant

Exaggerate the ExperienceCan Shift2532-43

7. Fuel for free at certain petrol stations at specific times if using a Stanbic card

Exaggerate the ExperienceCan Shift2532-43

8. Track card expiration dates for customers and deliver the cards personally

Exaggerate the ExperienceCan Do2532-43

9. Transacting at a digital branch, the customer gets free parking, airtime

Exaggerate the ExperienceCan Do2532-43

10. For regular channel use, e.g. Pesalink, the next transaction is done at no cost

Exaggerate the ExperienceCan Do2532-43

11. Have free medical camps attached to a Stanbic branch, where the Bank covers for certain procedures.

Exaggerate the ExperienceSeemed Like a Good Idea at the Time2532-43

12. Have free beauty consultations for all women at the branches

Exaggerate the ExperienceCan Do2532-43

13. Have parenting/mental health classes fully paid by the Bank for men

Exaggerate the ExperienceSeemed Like a Good Idea at the Time2532-43

14. Partner with men’s shops to give hampers

Exaggerate the ExperienceCan Justify2532-43

15. Have food vending booths that Stanbic branded to dispense surprise items.

Exaggerate the ExperienceCan Justify2532-43
*

16. Have random car wash days.

Exaggerate the ExperienceCan Do2532-43

Give our customers an avenue to show case their products and services and provide a ready market for them e.g. host flea markets

Remain RelevantCan Justify2532-43

Real estate- have real estate caravans where potential buyers are taken on a road show to view property where the properties are owned by customers of the Bank

Remain RelevantCan Shift2532-43

Adding value to our customers by linking them up with their respective regulators or consultants in the field e.g. Tours and Travels Agents – linking them up with IATA

Remain RelevantCan Justify2532-43

. For professional customers have public speaking, brand positioning and teach them how to interact and benefit from Technology

Remain RelevantCan Do2532-43

. Incorporate a CSR as a key strategy and publicize

Remain RelevantCan Do2532-43

Take the Bank to those who cannot get to the Bank e.g. the elderly

Remain RelevantCan Justify2532-43

Customers who are made to Bank with us by their employers should be given incentives e.g. food, special credit facilities e.g. give a school fees loan and pay the school directly

Create the Echo of a Thousand Good TimesCan Justify2532-43

Provide cash in transit services to our clients that handle a lot of cash for free

Create the Echo of a Thousand Good TimesCan Justify2532-43

Have medical camps in different parts of the country for early diagnosis of cancer

Create the Echo of a Thousand Good TimesCan Justify2532-43

Provide health care for free for customers in small communities e.g. the flower farms

Create the Echo of a Thousand Good TimesCan Justify2532-43

Offer employment opportunities for clients or employees children who have banked or worked with us for over 10 years

Create the Echo of a Thousand Good TimesCan Do2532-43

Celebrate marriage or company anniversaries for clients who banked with Stanbic for over 10 years

Create the Echo of a Thousand Good TimesCan Shift2532-43

Have a quarterly magazine that captures employee personal stories, hobbies and interests and place them in the branches for all to pick

Create the Echo of a Thousand Good TimesCan Justify2532-43

Have employee of the month rewarded and put up the pictures of them enjoying their rewards

Create the Echo of a Thousand Good TimesCan Do2532-43

Place on the walls of the bank the portraits of employees and a statement of what matters most to them

Create the Echo of a Thousand Good TimesCan Shift2532-43

Light up the Westlands road area and Museum hill bus stop, place a security guard near the bust stop and have police patrol the area 24hours on the Banks account

Create the Echo of a Thousand Good TimesCan Justify2532-43

Notice board in branches that give the communities updates on issues affecting the world or community e.g. corona virus

Create the Echo of a Thousand Good TimesCan Do2532-43

Have a board with pictures of staff and their families or pets

Create the Echo of a Thousand Good TimesCan Do2532-43

Customers who are made to Bank with us by their employers should be given incentives e.g. food, special credit facilities e.g. give a school fees loan and pay the school directly

Create the Echo of a Thousand Good TimesCan Justify2532-43

ax payments – Make an arrangement with another bank to make payments to KRA when bank systems are down, before the customer is aware of the downtime

Control the Damage Ahead of Time2532-43

Subsequent payment will not be charged on the above

Control the Damage Ahead of TimeCan Justify2532-43

For delayed salaries, the Bank commits to pay the power bill for the month for the clients affected

Control the Damage Ahead of TimeCan Justify2532-43

Card declines – have an arrangement with merchants to release goods when Stanbic Bank card system is down, the Bank will give a credit note in advance

Control the Damage Ahead of TimeCan Justify2532-43

Tax payments – Make an arrangement with another bank to make payments to KRA when bank systems are down, before the customer is aware of the downtime

Control the Damage Ahead of TimeCan Shift2532-43

Payoff 20% of customers loans

  • Personalized Service where the bank CEO and a team of staff visit the impacted customer to address their concern and assure them that as a bank we care for their continued loyalty to the bank.
  • Pay fare for public transport users and take care of their lunch costs during the journey.
  • Out of this world birthday experience for our customers - Involves knowing your customer well
  • Pay a specific bill for our customers in January e.g. School fees for all their children, or Rent
Exaggerate the Experience2532-33
*

1. Buying wheel chairs to disabled members of the society

  • 2. Start an education foundation for less privileged children
  • 3. Mentor the retired/about to retire members of the society to prepare them for life after retirement
  • 4. Provide Basic Health Care Education and health checks for members of the society in remote areas e.g. Turkana
Remain Relevant2532-33
Remain Relevant2532-33

1. Start advertising with the local language to relate with the society. This will help break the perception that the bank only targets a niche market

  • 2. Translate content in our Channels by providing local language options
  • Standardizing the bank name for all regions from Stanbic to another name to avoid the confusion with other banks.
  • Breaking the silos. Review salaries to eliminate huge discrepancy among staff. Empower and Train the reception staff to be customer centric. Additionally improve the look and feel of the reception.
Create the Echo of a Thousand Good Times2532-33

1. Own up if at fault and go ahead and provide outstanding options for the customer. This will allow the customer feel cared for and easily accept the apology. The customer will also definitely talk about this experience and win over others.

  • 2. Empower our staff to make quick decisions to respond to customers in distress due to bank related issues.
  • Always be willing to provide a solution to a customer requiring bank services e.g Card issues
Control the Damage Ahead of Time2532-33
Remain Relevant2532-33

A customer is admitted in hospital for a surgery, the son who is studying abroad and his fee payment does not go through. The relationship manager is contacted by the customer to check what may have gone wrong. Meanwhile, we as a bank book the son into a hotel to ensure his safety. We assure the school that we will make the payment in the shortest possible time. We quickly track the payment made by the customer and confirm the bank made a mistake and sent the money to the wrong corresponding bank. We go ahead and make a new payment for the fee as we sort reimbursement of the money wrongly channeled back to the bank while taking in the liability for any losses we may incur in the process. We also go ahead and settle the customers hospital bill as an apology.

Control the Damage Ahead of Time2532-33

Personalized Service where the bank CEO and a team of staff visit the impacted customer to address their concern and assure them that as a bank we care for their continued loyalty to the bank.

Exaggerate the ExperienceCan Do2532-33
*

Pay fare for public transport users and take care of their lunch costs during the journey.

Exaggerate the ExperienceCan Do2532-33

Out of this world birthday experience for our customers - Involves knowing your customer well

Exaggerate the ExperienceCan Justify2532-33

Pay a specific bill for our customers in January e.g. School fees for all their children, or Rent

Exaggerate the ExperienceCan Shift2532-33
*

Payoff 20% of customers loans

Exaggerate the ExperienceCan Do2532-33
*

Empower our staff to make quick decisions to respond to customers in distress due to bank related issues.

Control the Damage Ahead of TimeCan Do2532-33

Always be willing to provide a solution to a customer requiring bank services e.g Card issues

Control the Damage Ahead of TimeCan Do2532-33

Own up if at fault and go ahead and provide outstanding options for the customer. This will allow the customer feel cared for and easily accept the apology. The customer will also definitely talk about this experience and win over others.

Control the Damage Ahead of TimeCan Do2532-33

Buying wheel chairs to disabled members of the society

Remain RelevantSeemed Like a Good Idea at the Time2532-33

Start an education foundation for less privileged children.

Remain RelevantCan Do2532-33

Mentor the retired/about to retire members of the society to prepare them for life after retirement.

Remain RelevantCan Do2532-33

Provide Basic Health Care Education and health checks for members of the society in remote areas e.g. Turkana

Remain RelevantSeemed Like a Good Idea at the Time2532-33

Start advertising with the local language to relate with the society. This will help break the perception that the bank only targets a niche market.

Create the Echo of a Thousand Good TimesCan Do2532-33

Translate content in our Channels by providing local language options.

Create the Echo of a Thousand Good TimesCan Do2532-33

Standardizing the bank name for all regions from Stanbic to another name to avoid the confusion with other banks.

Create the Echo of a Thousand Good TimesSeemed Like a Good Idea at the Time2532-33
*

Breaking the silos. Review salaries to eliminate huge discrepancy among staff. Empower and Train the reception staff to be customer centric. Additionally improve the look and feel of the reception.

Create the Echo of a Thousand Good TimesCan Shift2532-33

free digital kids expereince

Exaggerate the ExperienceCan Do2532-23

Free digital kids experience-linking with our corporate customers to provide opportunities for our customer kids to get exposure to technology for free

Exaggerate the ExperienceCan Do2532-23

We are much obliged to you-help our customers manage their financial goals through technology.i.e alerts that remind them of a certain financial goal as they spend.

Exaggerate the ExperienceCan Justify2532-23
*

We are much obliged to you-help our customers manage their financial goals through technology.i.e alerts that remind them of a certain financial goal as they spend.shopping bags that scan your total cost

Exaggerate the ExperienceCan Justify2532-23

Perpetual mortgage- giving our customers mortgages that transcends generations

Exaggerate the ExperienceCan Do2532-23

Being there for moments that matter-i.e birthdays, weddings,recognizing loyal clients and school fees etc.

Exaggerate the ExperienceCan Shift2532-23

Paying tax for club membership for staff members

Exaggerate the ExperienceCan Justify2532-23
Exaggerate the ExperienceCan Justify2532-23
*

1. Employees: Be interested in your employees hustles. Employees have side interests outside of work that make their life meaningful. The company must show interest in these interests in order to show oneness with their employees.

Create the Echo of a Thousand Good TimesCan Do2532-23
*

2. CSR engagement which includes employees close CSR projects- Employees allowed to participate in the communities where they live and the company doubles all contributions- eg a borehole for the community, desks for a local school. The bank specifically budgets for employees community involvement and the SEE agenda clearly creates KPIs for all staff members.

Create the Echo of a Thousand Good TimesCan Justify2532-23

3. Active social media publishing for all relevant society engagements by the bank- The bank must actively show the community how we are involved>> twitter, facebook, etc to ensure awareness is created. All the good things must be published for all to see.

Create the Echo of a Thousand Good TimesCan Do2532-23
*

4. Create a culture of all staff going into the various communities and making a difference, individually- eg- Going into the second hand markets around the country and teaching business people on financial management, etc.

Create the Echo of a Thousand Good TimesCan Do2532-23

5. Employees: Show oneness during moments that matter- During weddings, funerals, birthdays, etc. the bank should come together in a big way and share all the good times on relevant media. This helps to bring the Stanbic family together and show the community our togetherness.

Create the Echo of a Thousand Good TimesCan Shift2532-23
Create the Echo of a Thousand Good Times2532-23

Drive Stanbic market place by (a) introducing business to each other (b) organising trade fairs and (c) organising customer clinics

Remain RelevantCan Do2532-23

Enable capability for reciprocal business between the Bank and Clients

Remain RelevantCan Do2532-23
Remain Relevant2532-23
*

Engage sustainable CSI and SEE to impact the society. Such as a) Raise funding for community projects which is a necessity. in this instance, the Bank can match or double the contributions b) Engage employees to realise pet projects

Remain RelevantCan Justify2532-23
Remain Relevant2532-23
*

Failure of Debit and Credit cards for both international and local:We need to have a real time monitoring system that gives real time failure.The Bank calls the customer proactively.We partner with an international global payments company to find a way of fulfilling for the customer.lock funds in customer's account to avoid loss of cash.

Control the Damage Ahead of TimeCan Justify2532-23
*

Do awesome stuff

  • add this, add this
Create the Echo of a Thousand Good TimesSeemed Like a Good Idea at the Time123456

It starts here

Focus on the Field of Awareness123456

I also want to do this

Focus on the Field of Awareness123456
*

Echo

Focus on the Field of Awareness123456
*

Relavant 1

Remain RelevantCan Justify123456

And 2

Remain RelevantCan Shift123456

Here we go

Exaggerate the ExperienceSeemed Like a Good Idea at the Time123456

And 2

Exaggerate the ExperienceCan Justify123456

Here it is

Control the Damage Ahead of TimeSeemed Like a Good Idea at the Time123456

And 2

Control the Damage Ahead of TimeCan Do123456

Delivering on the promise, Understanding customer business case and being aware of situation, Listening to the customer, Ease of Use, One stop shop, Pre-Sales and Post-sales support experience,

Focus on the Field of Awareness5

1. Throw department party for security team for selected random customers

Exaggerate the ExperienceCan Justify5
*

2. Family night out for the customer who has to work overtime with our support people.

Exaggerate the ExperienceCan Justify5

3. Select the charity working with our top customer and offer to deploy full TSS with multi year license and support.

Exaggerate the ExperienceCan Justify5

4. Providing manpower for our customer charity event like building houses, providing medicinal supplies, etc.

Exaggerate the ExperienceCan Shift5

5. Donate laptops with perpetual cloud web security to hospital, doctors without borders, schools or, other needy institutions.

Exaggerate the ExperienceCan Shift5
*

6. Bonus care package with foods certificate and drinks to cover the installation time.

Exaggerate the ExperienceCan Justify5

7. Hall of fame in Websense website from support and sales for the best customer employee, partner they have worked with.

Exaggerate the ExperienceCan Do5
*

8. Sponsor all or part of an event like theater, concert, games (entire section) and invite key contributors from partner employees (this could also be from customers).

Exaggerate the ExperienceCan Justify5

9. Pick a location like train/bus station where the commuter to work in the morning will be treated with coffee, cookies, bagel just to get their day started fresh with Websense Cup or, Napkin.

Exaggerate the ExperienceCan Justify5

10. Arrange a restaurant for whole evening to giveaway dinner to people with tickets. People can be our customers, partners, prospects or, needy neighborhood .

Exaggerate the ExperienceCan Justify5

11. Donate books to needy place/country.

Exaggerate the ExperienceCan Do5

12. Sponsoring a health clinic in needy area of the world esp. with immunizations, etc.

Exaggerate the ExperienceCan Justify5

13. Sponsoring Olympic person/teams trying to do the crazy like Jamaican Bobsled team

Exaggerate the ExperienceCan Justify5
*

1. For select vertical markets, and countries, we provide best practice and other information to support their efforts to innovate and expand their business. These would be in and out of our areas of expertise regarding such issues as 'cloud migration strategies', or 'safely leveraging social media', and so forth. It covers how to deal with risks (our area of expertise) combined with 'business' level guidance from consultants and others we partner with to ensure the information is reputable and trustworthy for their business planning purposes.

Remain RelevantCan Justify5
*

2. Through the office of the CSO, and a tighter relationship with SANS, we can provide both free white papers and webinars on top-of-mind security and business issues for our customers at both management and font-line levels. The value will be further enhanced by leveraging the vertical information discussed in #1, and applying it at a personal level.

  • grocery
Remain RelevantCan Shift5
*

3. Time is the one constant among our customers lives. It is limited. Work takes away from their personal lives. So the value of a unified approach needs to be communicated on the personal level. Our message to management that R|W solutions can ease the burden in face of a shortage of security personnel, has a personal value in that it requires less time to accomplish common objectives, automating many tasks to give the employee more time for those activities they rate of higher value.

Remain RelevantCan Justify5

1. Providing laptops for needy causes ( schools, doctors without borders, etc)

Create the Echo of a Thousand Good TimesCan Do5
*

2. Hall of fame to share the experience with customers, partners and employees who have shown exceptional skills ability or compassion in their duties.

Create the Echo of a Thousand Good TimesCan Shift5

3. Free sodas, energy drink and other beverages available at company's site. Needs to be available beyond HQ.

Create the Echo of a Thousand Good TimesCan Justify5

4. Restore Christmas company party for families.

Create the Echo of a Thousand Good TimesCan Justify5
*

5. Holding an annual customer event which includes event like dinner, shows. This can be scaled for regions.

Create the Echo of a Thousand Good TimesCan Justify5

6. Encourage personnel in delivering local education, incentives and paid time off should be included. Even none security related topic.

Create the Echo of a Thousand Good TimesCan Shift5

7. Posters around the office with positive quotes contributed by customers.

Create the Echo of a Thousand Good TimesCan Do5

8. Do a sales kick off like event company wide to include people outside of sales. This could be onsite meetings to update them on same messaging followed by a party, dinner or, other event to celebrate our success.

Create the Echo of a Thousand Good TimesCan Justify5

9. A calendar with a map of the world (cartoon) highlighting every country where we have customers with a cartoon of something those countries are famous for.

Create the Echo of a Thousand Good TimesCan Shift5
*

1. What can go wrong? Customer concerns can arise due to product functionality issue, or news of a vulnerability or flaw. This can be exacerbated, due to call overload situation that strain personnel or system limitations. Further communication challenges include language barriers, R|W employee knowledge levels/experience/preparation or simply a lack of 'processes' for the situation... of a fast escalation process for new and unique situations.

Control the Damage Ahead of TimeCan Do5
*

2. How can the response be exaggeratedly good? First, a quick process to understand the problem and begin diagnostics. Engage partners or others early who can deliver a 'personal touch' experience throughout the process. Receive diagnostics quickly and effortless 'in real time'. (The experience should NOT seem like they are performing testing we should have done.) Provide tools to automate much, if not all, of the work. Provide workarounds for solutions that may require more time, particularly if their operations have been interrupted. The solutions should NOT interrupt operations.

Control the Damage Ahead of TimeCan Justify5
*

3. How can you make the customer 'whole' for any damage? If damage has occurred, provide a scaled level of MCS support for a period of time, extend their license, or provide complimentary solutions for the remainder of their current license period (ie. Sandbox if the problem was breach related.). Insure they understand the root cause of the problem... and provide assurances that it will not happen. Also, if the nature of the problem impacted an activity, we may consider covering the cost of redoing that activity. (ie (down time during an important webinar.) Offering an apology that can be extended to their own customers, one that highlights the professionalism of their own team in responding.

Control the Damage Ahead of TimeCan Justify5

10. To collect the information necessary so that we can recognize key events in the lives of our customers, partners and employees such as birthdays, anniversaries, births and charitable activities such as running in marathon to earn money for charities. These could be celebrated with personal notes, donations and recognizing happy moments on our websites community.

Create the Echo of a Thousand Good TimesCan Justify5
*

11. Provide a help me now button for different areas of the websites support, sales and professional services. Even duplicate Apple Quote Genius experience where they can make an appointment to meet with security generalist for advice.

Create the Echo of a Thousand Good TimesCan Justify5

4. Work with SANS to sponsor more "security IQ session" to be available online and possibly at discount to the R|W customer or, through R|W sponsored events. One possible way to use this is to host events where we might present for one to two hours but allow attendees to stay all day using their own laptops, with the special event code, to take and complete a SANS certification in a day. Longer boot camp like events could be held as well. No SANS representatives are required because the courses are online. However, R|W experts are available there for Q&A to further help attendees achieve SANS certification and possibly even R|W unique certifications.

Remain RelevantCan Justify5

5. When a support problem requires customer to stay late our own support personnel can order in food and drinks for the client as well as offer the family night gift to compensate them for missing time with their family.

Remain RelevantCan Justify5

6. Support activities in regional areas that are tied to personal lives of our customer in that area. This could be marathons, trail building, sporting events, local cultural events.

Remain RelevantCan Justify5

12. Have a community page or, blog where we share all of the activities discussed for all of the questions answered in this event.

Create the Echo of a Thousand Good TimesCan Shift5

4. If the damage may have put their data at risk we will pay for a third party consultant to perform independent security audit to help them identify, contain and mitigate any risk. If the damage may have resulted from improper configuration we will provide a single use audit through the CSI services.

Control the Damage Ahead of TimeCan Justify5

5. Several types of SWAT teams will be made available for onsite support as an escalation option. It could be one senior support technician but also could include others such as escalation engineer, pre-sales SE, labs researchers, etc. A team would be called early on the process to define the necessary resource and determine which would be best utilized on the site.

Control the Damage Ahead of TimeCan Justify5

6. In the event of the major events that affects many customers we should have a process in place to allow us to send onsite support and leverage partners who will "lend" us their senior SEs or, support personnel with extensive new-co product experience as a way to temporarily expand our forces and provide onsite regional support where new-co. actually lacks physical resources. The timeliness of the response and personal touch, using many of the ideas noted elsewhere, should make the experience stand out as excellent

Control the Damage Ahead of TimeCan Justify5

14. Regional support for each region to be able to deliver localized support in timely fashion and local language

Exaggerate the ExperienceCan Justify5

7. Regional support for each region to be able to deliver localized support in timely fashion and local language

Control the Damage Ahead of TimeCan Justify5

We are behind customer, we will make it right, deliver more than customer expects, trusted advisor, go outside of customer's problem, above and beyond, call Raytheon first, we're going to make it work, won't let you down, your problem is our problem, we are their team-member, responsive, problem-solvers, honest, security first, understand & respect their risks.

Focus on the Field of Awareness5

thank-you party, appreciation day.

Exaggerate the ExperienceCan Justify5

Provide food for customer family-day type event.

Exaggerate the ExperienceCan Justify5

customers entered in to scholarship contest

Exaggerate the ExperienceCan Justify5

develop an end-to-end workeable delivery process.

Exaggerate the ExperienceCan Do5

chariteable contribution in their name or community outreach

Exaggerate the Experience5

thank you, followed up by executive-level ____.

Exaggerate the ExperienceCan Do5

DoD shout-out - during thanksgiving find out particular base, do charity drive... seasonal

Exaggerate the ExperienceCan Do5
*

flyover during superbowl thanking customers that normally aren't thanked (other than soldiers) for security of country...

Exaggerate the ExperienceSeemed Like a Good Idea at the Time5
*

hall-of-fame program

Exaggerate the ExperienceCan Do5

customer spotlights

Exaggerate the ExperienceCan Do5

"wife-swap" - security personell swap

Exaggerate the ExperienceCan Shift5

get a big bus, put a big thing on it, recognizing kids (STEM), thwarting cyber-threats, go to every football stadium.

Exaggerate the ExperienceCan Justify5
*

cyber-in-a-day, huge video promotion, nominations from customers on where to go (bases, schools, internationally). also have lots of buses donating ipads, notebooks, etc to schools at the same time.

Exaggerate the ExperienceCan Justify5
*

provide out technology & implement for free our technology to a non-profit org for free. Preferably one that just got hacked.

Exaggerate the ExperienceCan Do5

we protect santa claus network & mission, commercial. fun experience for kids.

Exaggerate the ExperienceCan Shift5
*

drop technology for children to areas that neet it

Exaggerate the ExperienceCan Justify5
*

set up internet cafe's in underserved areas, with security, in underserved areas of world.

Exaggerate the ExperienceCan Justify5

something for refugee crisis in europe?

Exaggerate the ExperienceCan Shift5
Exaggerate the Experience5

extend maintainance agreements through government shutdowns

Remain RelevantCan Do5

public school filtering technology provided free via websense

Remain RelevantCan Shift5

secure cloud for school systems

Remain RelevantCan Justify5

Provide 24x7 around-the-globe support with crisis response teams

Remain RelevantCan Justify5

Protecting the most vulnerable in society

Remain RelevantCan Justify5

internal communication whiteboard of volunteer/donation assistance.

Create the Echo of a Thousand Good TimesCan Do5

volunteer of the month on newco web site

Create the Echo of a Thousand Good TimesCan Do5

newco 200%+ match on employee community volunteering/donation (bagged lunch program, sport camps)

  • plaques/evidence of employee involvement in conference rooms that customers see
Create the Echo of a Thousand Good TimesCan Justify5

free 24x7 support

Create the Echo of a Thousand Good TimesCan Justify5

bring back customer advisory council (triage on lost customers)

Create the Echo of a Thousand Good TimesCan Do5
*

nominated super-committe with full rights to solve issues (create bill-codes for PS and other groups to erase/charge hourse, etc)

  • mechanism / process in place to recognize when this occurs, tied to special liason / customer advocate identified, process to identify multiple SIs in particular deployments that need to be made whole as well and how (get renewal for free?), after resolving issue fly team and sr mgmt to customer owner of issue and take out to dinner / equivalent, automatic free upgrade to higher service level, mechanism (lights in office or device) to alert proper mgmt to leave whatever they are doing in order to make this priority, Provide a refilleable / replaceable object(s) at customer sites that initiate the emergency response team. One that is super-cool and obvious for lots of staff at customer to notice
  • mechanism / process in place to recognize when this occurs, tied to special liason / customer advocate identified, process to identify multiple SIs in particular deployments that need to be made whole as well and how (get renewal for free?), after resolving issue fly team and sr mgmt to customer owner of issue and take out to dinner / equivalent, automatic free upgrade to higher service level, mechanism (lights in office or device) to alert proper mgmt to leave whatever they are doing in order to make this priority, Provide a refilleable / replaceable object(s) at customer sites that initiate the emergency response team. One that is super-cool and obvious for lots of staff at customer to notice
  • mechanism / process in place to recognize when this occurs, tied to special liason / customer advocate identified, process to identify multiple SIs in particular deployments that need to be made whole as well and how (get renewal for free?), after resolving issue fly team and sr mgmt to customer owner of issue and take out to dinner / equivalent, automatic free upgrade to higher service level, mechanism (lights in office or device) to alert proper mgmt to leave whatever they are doing in order to make this priority, Provide a refilleable / replaceable object(s) at customer sites that initiate the emergency response team. One that is super-cool and obvious for lots of staff at customer to notice
  • mechanism / process in place to recognize when this occurs, tied to special liason / customer advocate identified, process to identify multiple SIs in particular deployments that need to be made whole as well and how (get renewal for free?), after resolving issue fly team and sr mgmt to customer owner of issue and take out to dinner / equivalent, automatic free upgrade to higher service level, mechanism (lights in office or device) to alert proper mgmt to leave whatever they are doing in order to make this priority, Provide a refilleable / replaceable object(s) at customer sites that initiate the emergency response team. One that is super-cool and obvious for lots of staff at customer to notice
  • mechanism / process in place to recognize when this occurs, tied to special liason / customer advocate identified, process to identify multiple SIs in particular deployments that need to be made whole as well and how (get renewal for free?), after resolving issue fly team and sr mgmt to customer owner of issue and take out to dinner / equivalent, automatic free upgrade to higher service level, mechanism (lights in office or device) to alert proper mgmt to leave whatever they are doing in order to make this priority, Provide a refilleable / replaceable object(s) at customer sites that initiate the emergency response team. One that is super-cool and obvious for lots of staff at customer to notice
  • mechanism / process in place to recognize when this occurs, tied to special liason / customer advocate identified, process to identify multiple SIs in particular deployments that need to be made whole as well and how (get renewal for free?), after resolving issue fly team and sr mgmt to customer owner of issue and take out to dinner / equivalent, automatic free upgrade to higher service level, mechanism (lights in office or device) to alert proper mgmt to leave whatever they are doing in order to make this priority, Provide a refilleable / replaceable object(s) at customer sites that initiate the emergency response team. One that is super-cool and obvious for lots of staff at customer to notice
  • mechanism / process in place to recognize when this occurs, tied to special liason / customer advocate identified, process to identify multiple SIs in particular deployments that need to be made whole as well and how (get renewal for free?), after resolving issue fly team and sr mgmt to customer owner of issue and take out to dinner / equivalent, automatic free upgrade to higher service level, mechanism (lights in office or device) to alert proper mgmt to leave whatever they are doing in order to make this priority, Provide a refilleable / replaceable object(s) at customer sites that initiate the emergency response team. One that is super-cool and obvious for lots of staff at customer to notice
Control the Damage Ahead of TimeCan Justify5

Pro-active senior leadership apologizing in person to senior customer leadership.

Control the Damage Ahead of TimeCan Do5

refund their "dinner" (or equivalent product price, or next year's maintainance fee)

Control the Damage Ahead of TimeCan Justify5

Care about:

Focus on the Field of Awareness4

Customer Cares about:-Understanding their Mission Objectives and that their needs being met; Understanding Quality of Service; Certifications, Accreditations, and Compliance: Reputation Accountability; Customer Support; Simplistic Usability; ROI, Value, Reliability; They Understand it-Trusted Partner; Services are Top Notch; Committed/Loyalty to Customers; They can Differentiate Quality as we will make it work to meet their expectations/requirements. We are smart and informed industry leaders.

Focus on the Field of Awareness4
*

Simplify Contracting Experience

Exaggerate the ExperienceCan Do4

Unique Identifier Concern-Identifying a unique customer number to enable the customer to call in and have a more personalized support experience.

Exaggerate the ExperienceCan Do4
*

Customize product/maintenance/support for the customer to meet their needs. No limits.

Exaggerate the ExperienceCan Do4
*

Expedited and formalized buying Process. Having a Status Bar of where we are in the process. Concierge process for customers.

Exaggerate the ExperienceCan Shift4

Customer Rebates-For every dollar used, you get a credit for a future purchase

Exaggerate the ExperienceCan Do4

Program NewCo is the name of the proposed program- Customer would purchase maintenance, but we wouldn't charge the customer for the license.

Exaggerate the ExperienceCan Justify4

Personable Buying and Customer Experience-Becoming more personalized throughout the buying process.

Exaggerate the ExperienceCan Do4
*

Customer Appreciation Event- Be a great destination, paid for by the customer, all about the company and give them valuable company data. Rockwall at a swimming pool and hose down customers and whoever got to the top, wins. A Global Customer Event where all customers would be invited. Appreciation event by the customer location to ensure that the customer can attend. Executives shake the hands of each customer.

Exaggerate the ExperienceCan Justify4

Match/Donate contributions to Charities that is important to the customer.

Exaggerate the ExperienceCan Justify4

Wounded Warrior Intern placed at the customer's organization. Sending this person to Cyber University. Swap employees with customer for cross training.

Exaggerate the ExperienceCan Justify4
*

Dedicated Customer Success Advocate-Outside of Sales

Exaggerate the ExperienceCan Shift4

Acknowledging Continued Resolution-Govt Shutdown and how does it affect the person opposed to business.

Remain RelevantCan Do4

Grief counseling for customers through world events and tragedies.

Remain RelevantCan Justify4

Resource Foundation-Community Outreach spearheaded by employees. Includes Charitable outreach; Creating a cyber cafe within Ronald McDonald house and providing security to those machines.

Remain RelevantCan Justify4

Supporting STEM Education.

Remain RelevantCan Justify4

Outreach Programs specifically outside of the scope of the company you are employed by.

Remain RelevantCan Justify4

Ensure continuity of services by offering rebates or credits

Create the Echo of a Thousand Good TimesCan Do4

Reinvestment Program into the customer. Services/Training/We won't cut you off on maintenance during hard times.

Create the Echo of a Thousand Good TimesCan Do4

Localized User Groups for Products

Create the Echo of a Thousand Good TimesCan Do4

First you have to have the relationship with company to customer. Then you can show the relationship and expand.

Create the Echo of a Thousand Good TimesCan Do4

Huge Annual Bonuses for Employees

Create the Echo of a Thousand Good TimesCan Justify4

Cyber Security Forum Meetings

Create the Echo of a Thousand Good TimesCan Do4

Involving both Customers and employees in the AFCEA program.

Create the Echo of a Thousand Good TimesCan Do4

Sponsor Roadside Services

Create the Echo of a Thousand Good TimesCan Justify4

Technology camps for employees and customers kids sponsored 100% by company

Create the Echo of a Thousand Good TimesCan Justify4

Every customer has a dedicated support person; Offer a VIP card to use at the customer's discretion.

Control the Damage Ahead of TimeCan Justify4

Whats on your shelf and why? Create a Tiger Team to go onsite and find out why the product hasn't been deployed.

Control the Damage Ahead of TimeCan Justify4

Customer's Mission is met where promised deliverables are executed on time. Providing 24*7 Support to all customers without extra charge.

Control the Damage Ahead of TimeCan Justify4

One Support Funnel for ALL products.

Control the Damage Ahead of TimeCan Do4

Ensure Services/Sales/Customer Support have weekly discussions regarding customer health.

Control the Damage Ahead of TimeCan Do4

Sending Monthly Reports to Customers of concerns/issues and how we are addressing them.

Control the Damage Ahead of TimeCan Do4

Monthly/Quarterly Customer Success Manager Visits to check customer health

Control the Damage Ahead of TimeCan Justify4

Staying out of the news, being proactive, mitigating risk, support experience, protected, post sales engagements, nurtured, ROI, ease of use

Focus on the Field of Awareness3

Staying out of the news, protected, ROI, proactive, support experience, nurture, post sales,

Focus on the Field of Awareness3

free year of Websense subscription, Christmas in July, spontaneous gifts to all customers (games?), Ipad to all customers, ex customers, prospects, handwritten note from C-suite from anyone who purchases Websense or after a trade show, free Websense for non profit/schools, Send a support guy to be a Websense admin for a week (Admin gets a paid week off), free training whether online or @ Websense, premium support for everyone, Websense Lounge at critical hubs,

Exaggerate the ExperienceCan Justify3

free year of Websense subscription, Christmas in July, spontaneous gifts to all customers (games?), Ipad to all customers, ex customers, prospects, handwritten note from C-suite from anyone who purchases Websense or after a trade show, free Websense for non profit/schools, Send a support guy to be a Websense admin for a week (Admin gets a paid week off), free training whether online or @ Websense, premium support for everyone, Websense Lounge at critical hubs,

Exaggerate the ExperienceCan Justify3
*

Pay for Ubers

Exaggerate the ExperienceCan Justify3
*

Week off/Vacation

Exaggerate the ExperienceCan Justify3

Afternoon Comedy

Exaggerate the ExperienceCan Do3

Office of the CISO: Directed, vertical based knowledge

Remain RelevantCan Do3
*

Equip them with relevant information for their current position and elevate security knowledge

  • first responders
Remain RelevantCan Do3

Time management skills articles

Remain RelevantCan Do3

Tips & public praise

Remain RelevantCan Do3

Personal Trainer/Nutritionist

Remain RelevantCan Justify3

Post Sales: keeping the relationship

Create the Echo of a Thousand Good TimesCan Do3
*

Customer user groups/conferences: training, leadership

  • everyone has same technology; through a network provided by the school; monitored and filtered by school
Create the Echo of a Thousand Good TimesCan Do3

Not just a number, valued as a person. Feeling empowered.

Create the Echo of a Thousand Good TimesCan Do3
*

Personal benefits: protection

Create the Echo of a Thousand Good TimesCan Justify3

We've done some local things: Food Drives (Caritas), Coat drive, Flood Victims, but looking more globally too: Make a wish (piggy back Ratheon?)

Create the Echo of a Thousand Good TimesCan Do3

Implementation issues

Control the Damage Ahead of TimeCan Do3

Customer getting punished for something they didn't know (5 Tickets)

Control the Damage Ahead of TimeCan Do3

messaging issues

Control the Damage Ahead of TimeCan Do3

I'm extremely sorry, what can I do??? Figuring out what can rectify a situation means all the difference to a customer: Empathy

  • partners with the customer to get them ready for the next release, get ready for A&A testing, and get trained on new versions
Control the Damage Ahead of TimeCan Do3

Swag!

Control the Damage Ahead of TimeCan Do3
*

Compensate or reimburse for damage done.

Control the Damage Ahead of TimeCan Justify3
*

fair, firm, fast

Control the Damage Ahead of TimeCan Do3
*

Websense Day! State/Regional parties once a year to all Websense customers. Just to say thank you and we value you. Websense employees attend to meet customers.

Exaggerate the ExperienceCan Justify3

Double the time it took for us to fix it (add to their subscription).

Control the Damage Ahead of TimeCan Justify3

Don't charge for premium support

Control the Damage Ahead of TimeCan Justify3
*

Everyone gets MCS

Control the Damage Ahead of TimeCan Justify3
*

When you purchase Websense, you get Websense certification OR a "Websense Admin"

Control the Damage Ahead of TimeCan Justify3
*

Free Gym Membership w/ subscription

Remain RelevantCan Justify3
*

Bottomless starbucks mugs (purchase in december for january)

Remain RelevantCan Justify3

Historical timeline of "Innovations" on mugs/T-shirts

Exaggerate the ExperienceCan Do3

Use "Heaven Dollars" as inspiration. Give customers "JMac $$" to purchase SWAG

Exaggerate the ExperienceCan Shift3
*

A day in someone else's shoes: Switch places with someone in another department

Create the Echo of a Thousand Good TimesCan Do3

Websense Birthday: Send all customers and open opps a cupcake or cake with Websense new name on it.

Exaggerate the ExperienceCan Shift3
*

Websense Ambulance

Control the Damage Ahead of TimeCan Justify3

Countdown timer: Tech will contact in this time.....(Missile shoots across the screen if not)

Control the Damage Ahead of TimeCan Justify3

Restaurant: Reliability, Ease of Use, CRM . Consumer: Ease of Use, Access to restaurants that I'm interested in, Credible resource of information (reviews, photos, descriptions)

Focus on the Field of AwarenessLA

Free Drink to all opentable resos. Pop up restaurant run by OT employees, donate profits. Comp meal for all diners at one or more OT restaurant for NYE.

Exaggerate the ExperienceLA

Respect and understanding for the customer's environment / time
Experience
Did we keep our promise

Focus on the Field of Awarenessq

Respect and understanding for the customer's environment / time
Experience
Did we keep our promise

Focus on the Field of Awarenessq

Rebuild of customer's identify if their Identity is stolen

Exaggerate the ExperienceSeemed Like a Good Idea at the Timeq

gift certificates to wounded warriors for face to face meeting

Exaggerate the ExperienceCan Justifyq

Individual technical Consultant for any and every customer including onsite visits

Exaggerate the ExperienceSeemed Like a Good Idea at the Timeq

Free product training

Exaggerate the ExperienceCan Justifyq

No restrictions on Follow the sun support

Exaggerate the ExperienceSeemed Like a Good Idea at the Timeq

Send every customer to black hat or other security convention

  • Edited to first X diners ever on OpenTable. Or a small amount every year?
Exaggerate the Experienceq

Home Chef // Family cooked dinner //// Baby sitter with cleanup crew for all customers something to remove the customer from what is currently drowning th

Exaggerate the ExperienceSeemed Like a Good Idea at the Timeq
*

Work with family / close individuals to celebrate customer's special days (birthday, anniversary) but make it unique to the customer. If customer likes Wine, a trip to Napa Valley

Exaggerate the ExperienceCan Justifyq

Free 2 day session with Stan Slap

Exaggerate the ExperienceSeemed Like a Good Idea at the Timeq

walk on roll to super hero movie

Exaggerate the ExperienceCan Justifyq
*

Life Saver - Stress /save time

House cleaning

Chef for dinner

Chef prepared lunches

Child care

Grocery Delivery

Identity Back

Walk-on Roll for super-hero movie

Employee appreciation events - RDJ handing out awards / Concert for company / Cupcake Truck

Gaming truck in the voice of Thor

Exaggerate the ExperienceCan Justifyq
*

Hells Kitchen in the office

Exaggerate the ExperienceCan Justifyq
*

Create a customer portal specific for the customer in which we would add content for that industry
The portal would also include a central forumn in which each customer's employees' can congregrate and discuss various topics

Create a industry portal in which all customers with in the same industry can congregrate and dicuss strategies

Research industry whitepapers

Hire industry specialists who can advise/consult within the inudstry and how to overcome hurdles

Remain RelevantCan Shiftq

Donate to Charity in Customer's name - to wounded warriors, etc.

Love Fund - Employees choose to donate a certain amount each month and employees nominate customers or other employees who have experienced a hardship to a distribution email to request for assistance or gifts to be sent

A section on our support page or customer portal to higihlight an employee or customer telling a story of an event or local charity in their community

Create the Echo of a Thousand Good TimesCan Justifyq
*

Not meeting commnitments - Upgrade/installation failure --

Escallation

On-site Individual

Weekly Followup
Increase level of support until issue is addressed
Financial Recompense

Control the Damage Ahead of TimeCan Shiftq
*

Swat Team (response team) that contains both Websense and non-websense employee's to respond to any critical issues (non websense employee's can provide a non-Websense perspective

Control the Damage Ahead of TimeCan Justifyq

Architecture Review / Training for clients (not ne

Create the Echo of a Thousand Good TimesSeemed Like a Good Idea at the Timeq
*

Architecture Review / Training for clients (not necessarily Websense Architecture but Total Architecture ) provide Pen-Test for customers to help them with any potential pitfalls

Create the Echo of a Thousand Good TimesCan Justifyq

Give an accolade to Customer's Managers to show the customer is doing a good job as well

Exaggerate the ExperienceCan Doq

Formal leadership program for Employees

Exaggerate the ExperienceCan Shiftq

Enhanced Team building skills

Exaggerate the ExperienceCan Justifyq
*

Share with Customers everything our product has actively caught or protected

Remain RelevantCan Doq
*

At each Websense Data Center have power generators powerful enough to power not only the data center but also the surrounding community

Remain RelevantSeemed Like a Good Idea at the Timeq

professional / career development resource

Create the Echo of a Thousand Good TimesCan Justifyq

career coaches \ Leadership programs

Create the Echo of a Thousand Good TimesCan Shiftq

end user experience

Focus on the Field of Awareness3

does it just work

Focus on the Field of Awareness3

just works, end user experience, maintainable, mission enabling, supportable

Focus on the Field of Awareness3

12 month personal services team with purchase

Exaggerate the ExperienceCan Shift3
*

gratis license(s) with purchase for integration/test

Exaggerate the ExperienceCan Do3

Employee loyalty stuff: keep Christmas to new year holiday, winter holiday party, random incentive awards (think cash)

Exaggerate the ExperienceCan Justify3

Company dev/test environment: customer equivalent environments/resources, less hurdles for procurement of this hardware/software.

Exaggerate the ExperienceCan Justify3

sponsor / foundation for warfighter post service

Remain RelevantCan Justify3

Corporate support of volunteer culture for educational STEM program involvement

Remain RelevantCan Do3

don't hesitate to put a person at a site proactively

Create the Echo of a Thousand Good TimesCan Justify3

dedicated liason for quote to cash through installation and implementation

Create the Echo of a Thousand Good TimesCan Do3

rebuild corporate trust with general employee base. For example company gatherings of all levels that have gone away recently.

  • show on website that average employee has worked there X years. Champion employees not just products.
Create the Echo of a Thousand Good TimesCan Do3

Have a live person answer the main phone number. This was phased out about 2 years ago at RTCS Herndon.

Create the Echo of a Thousand Good TimesCan Do3

Software does not work as expected (this was under what could go wrong category)

Control the Damage Ahead of TimeCan Do3

Software upgrade breaks a functional operational environment (this was under what could go wrong category)

Control the Damage Ahead of TimeCan Do3

don't hesitate to send an expert back onsite to fix a problem

Control the Damage Ahead of TimeCan Justify3

Have red phone relationships with our vendor partners ahead of a problem. Take leadership of herding any vendors that impact the problem.

Control the Damage Ahead of TimeCan Justify3

classified NOCs

Control the Damage Ahead of TimeSeemed Like a Good Idea at the Time3

include health assessment follow ups with products. Listen and recommend solutions to anything they bring up.

Control the Damage Ahead of TimeCan Shift3

free 24/7 support, free training,

Exaggerate the Experience3

Expertise, understanding complexity, experience in the industry, understanding their problem, forward thinking - "knowing what they don't know", available, maleable, integrity

Focus on the Field of Awareness1
*

Virtual Reality demonstration at network security Ground Zero - Starbucks open wifi or Airport open Wfi. Using a virtual reality headset, show the public how much they are under attack (using Raytheon products for detection of course). Before the customer sits down, "Do you know you are under ATTACK???" Show the public in a walkthrough of data breaches and the potential hazards that can breech your identity and safety.

Exaggerate the ExperienceCan Justify1

Give software to the open source community.

Exaggerate the ExperienceCan Do1
*

Visualization of University data -- making more understandable to the public.

Exaggerate the ExperienceCan Do1
*

Crisis Data Team - send in a team to active crisis areas around the world to link data for all first responders, communities, etc. Satellite connections, etc. Issues arise when the country, community, etc. being helped may be a "frenemy", or friendly enemy, so sharing data is next to impossible. NewCo products provide the tools needed to safely share and analyze data. So foreign governments, local social media, foreign support agencies, multi-national help groups can share as much data as possible security and safely.

Exaggerate the ExperienceCan Justify1
*

Create a game - Social engineer a way into places using the help of the public (giving suggestions of how) to show the public how to be more secure. Prizes for the individuals that help the "social engineer" the farthest into a location. Also, prizes to people that can social engineer someone else. Provide incentives to internal employees to participate - coming up with scenarios, etc. Helps the public start to understand the problem and think about security in new ways. Helping the "enemy" helps you understand the tactics in what they do.

Exaggerate the ExperienceCan Shift1
*

Concierge Service - Provide a "fake" call bell that instead of "dinging" makes a direct call to your "customer experience manager" aka personal swat team. Ring the bell and you are called by the concierge. Think pressing "0" at the hotel room.

Exaggerate the ExperienceCan Justify1

Relevancy though the use of inovative thought leadership. Get your customers to see the problem of the future - a problem we already see. In the past as long as the moat was deep enough and the castle walls high enough, the bad actors were kept out. We see security from the perspective of dwell time - how long has the wall been breeched, how long have they been inside the walls. It took centuries for kingdoms to realize you can't keep only the good in. Customers need to approach security with the understanding they are always reacting to security issues not preventing them. Using the Apple analogy - PC manufacturers wondered what they could put in the computer, Apple wondered what customers could get out of it. Coming to terms with the fact that "security events happen" and start understanding that the more you know about what you have the more secure you are.

Remain RelevantCan Do1

Employee summit - create a "company holiday" and send ALL employees to a geat location. Bring in customers to tell the employees how their solutions help their missions. Have employee sessions which long tenured employees tell why they stayed or new employees of why they chose this company. Talk about business successes, employee successes, personal successes, etc.

Create the Echo of a Thousand Good TimesCan Justify1

Employee Customer Mentorship Program - employee to customer or employee to community.

Create the Echo of a Thousand Good TimesCan Do1

Customer acknowledgement program - fully produced video clips on customer success stories. Youtube channel, etc.

Create the Echo of a Thousand Good TimesCan Shift1

Youtube primetime talk show - talkshow host(s) discuss problems and solutions with curent and former customers. Showcase specific scenarios and lessons learned. Ask the tough questions (boxers or briefs?).

Create the Echo of a Thousand Good TimesCan Justify1

Fluffy commercials - we have no commercials now so how about some fun, funny, and scary commercials about cyber security and how our solutions keep folks safe?

Create the Echo of a Thousand Good TimesCan Justify1

Stop selling fear and start selling comfort. People would rather buy a warm, wool blanket than a cold, steel handgun. The company needs to appear as safety and not protection.

Remain RelevantCan Do1

Offsite replication - create the infrastructure to allow all customers to store not only their configuration but an exact replica of the hardware environment. Full and complete backup of the systems where a complete reinstallation of a customer's environment can be done nearly immediately. SCIF space, regional locations, etc. An Amazon style distribution for faster recovery. All hardware loaded with software and configuration near the customer sites.

Control the Damage Ahead of TimeCan Justify1

Triage team - analytical experts (ethical hackers, etc.) are sent in to review the magantude of a breech if our software doesn't work. Find other vulnerabilities and suggest/install other software - even competitors - to protect the environment. Post breech report with follow on reports set on intervals.

Control the Damage Ahead of TimeCan Justify1

Red Tape Tiger Team - any process that starts to block a customer getting the job done gets a team is deployed to get through the red tape. Streamline the process with applying resources that are normally never funded within the company - contracts, finance, supply chain, etc. made up of the best and brightest in their fields and, most importantly, enabled to make decisions.

Control the Damage Ahead of TimeCan Do1
Control the Damage Ahead of Time1
Exaggerate the ExperienceCan Do1

My second idea

Focus on the Field of Awareness1

Ideas Here

  • If we do this, And this
Exaggerate the ExperienceSeemed Like a Good Idea at the Time1
*

Idea Here # 2

Exaggerate the ExperienceCan Justify1

Here we go

Create the Echo of a Thousand Good TimesSeemed Like a Good Idea at the Time1
*

Here's another one

Create the Echo of a Thousand Good TimesCan Do1

Testing it

Remain Relevant1

No idea

Remain Relevant1

Don't Talk

Control the Damage Ahead of TimeCan Justify1

timeframes - quickly and effectively meet mission requirements, quality of support, responsiveness, level of expertise, subject matter experts, amount of engagement -- all levels, reliable, trustworthy, we're a trusted advisor, less rigid/flexible, execution, willingness to customize/change with customer, credibility, accreditability, mission centric -- we get their business, availability, open architecture -- work with what they have/not rip and replace, defacto standard, focused solutions -- focus on specific solutions for specific missions, protection, deep relationships -- cradle to grave, transparency

Focus on the Field of Awareness2

super bowl on aircraft carrier

Exaggerate the ExperienceSeemed Like a Good Idea at the Time2

wounded warrior

Exaggerate the ExperienceSeemed Like a Good Idea at the Time2

contribution on behalf of customer

Exaggerate the ExperienceSeemed Like a Good Idea at the Time2

infrastructure to do video teleconferencing from forward deployed to families (been done)

Exaggerate the ExperienceCan Justify2

HGTV takeover of barracks or base housing

Exaggerate the ExperienceCan Justify2

habitat for humanity for wounded warrior housing

Exaggerate the ExperienceCan Justify2

concerts

Exaggerate the Experience2

common graphical user interface across all products

Exaggerate the ExperienceCan Shift2

send a custom comic or a cupcake with a brochure request

Exaggerate the ExperienceSeemed Like a Good Idea at the Time2

windex with purchase of Trusted Thin Client

Exaggerate the ExperienceSeemed Like a Good Idea at the Time2

model Raytheon drone or jet with High Speed Guard

Exaggerate the ExperienceSeemed Like a Good Idea at the Time2

invisibility cloak

Exaggerate the ExperienceSeemed Like a Good Idea at the Time2
*

the batphone -- direct customer support expert

Exaggerate the ExperienceCan Do2

link to upload issues for the day, webportal for customer feedback -- with response within 24 hours

Exaggerate the ExperienceCan Justify2

live chat room -- 24/7

Exaggerate the ExperienceCan Justify2

help desk chat roulette -- live to customer support person ... might get executive interaction

Exaggerate the ExperienceCan Justify2

facebook for customer interaction/community portal

Exaggerate the ExperienceCan Do2
*

open source portion of our cyber technology for personal use

Exaggerate the ExperienceCan Do2

mascot -- interactive on website

Exaggerate the ExperienceSeemed Like a Good Idea at the Time2
*

free flights anywhere for active duty defense and intel and wounded warriors and families

Exaggerate the ExperienceCan Justify2

client is breached we will send experts on-site in 24 hours to do forensics. for free

Exaggerate the ExperienceCan Justify2
*

cyber blog -- useful everyday tips, syndicated

Exaggerate the ExperienceCan Do2
*

take over base exchange or walmart in small base towns for the day ... our employees working there and also working a tech help desk

Exaggerate the ExperienceCan Justify2

safe schools

Exaggerate the ExperienceCan Justify2
*

cyber university for retraining, general learning

Exaggerate the ExperienceCan Shift2

online reference library, CBT training

Exaggerate the ExperienceCan Shift2

natural disasters

Remain RelevantSeemed Like a Good Idea at the Time2

migrants

Remain RelevantSeemed Like a Good Idea at the Time2

missing and exploited children

Remain RelevantSeemed Like a Good Idea at the Time2

feeding the less fortunate

Remain RelevantSeemed Like a Good Idea at the Time2

national night out, focus on community

Remain RelevantSeemed Like a Good Idea at the Time2

addiction awareness and assistance

Remain RelevantSeemed Like a Good Idea at the Time2

taking care of the elderly, folks who are alone without assistance

  • Fit in where they don't
Remain RelevantCan Justify2

Ronald McDonald House, Children's Hospital; cyber café, cyber library -- we protect and defend

Remain RelevantCan Justify2

profile behavior patterns to find people at risk for being disenfranchised, foster community communications, support for our neighbors

Remain RelevantCan Justify2

safe schools

Remain RelevantCan Justify2

homeless assistance - dress for success

Remain RelevantCan Justify2

customer budget cuts -- providing the same or better level of service to lower budget (Michelle Y)

  • demands are unrelenting, tie maintenance costs to amount of increase or decrease in customer budget allocation
Remain RelevantCan Justify2

family care of deployed soldier; peace of mind that their families are taken care of during times of crisis

Remain RelevantCan Justify2

culture of constant change

Remain RelevantSeemed Like a Good Idea at the Time2

biggest fear that what they bought is now irrelevant by the time the purchase comes through. worry that company they buy from or their policies are now obsolete (Michelle Y)

Remain RelevantCan Do2

anticipation of new administration coming in (Dave R)

Remain RelevantCan Do2

free training, technical exchanges; how to be developed as a manager

Remain RelevantCan Justify2

JDRF support -- walk and sponsorship; do together as a team

Create the Echo of a Thousand Good TimesCan Do2

KABOOM -- sponsor building playgrounds; kit to build a playground; employees go to help build the playground with the leadership from KABOOM

Create the Echo of a Thousand Good TimesCan Justify2

STEM scholarships, AFCEA & NDIA

  • NCCDC
Create the Echo of a Thousand Good TimesCan Do2

DEAR in the Headlights -- internal

Create the Echo of a Thousand Good TimesSeemed Like a Good Idea at the Time2

Spotlight on an employee on the website

Create the Echo of a Thousand Good TimesCan Do2

Employee family scholarship program

Create the Echo of a Thousand Good TimesCan Justify2

K-12 enrichment programs -- families

Create the Echo of a Thousand Good TimesSeemed Like a Good Idea at the Time2

military healthcare/VA experience is not good -- family support organization -- NEWCO crisis center

  • file taxes, suicide hotline, homeless assistance
  • file taxes, suicide hotline, homeless assistance
  • file taxes, suicide hotline, homeless assistance
Create the Echo of a Thousand Good TimesCan Justify2

technical engineer swap -- large deal; swap 2/3 of our engineers with 2/3 of customer's engineers .. we work there for 6 months and they work with us for same time frame

Create the Echo of a Thousand Good TimesCan Shift2

accreditation -- battle plan; reset maintenance to start when receive ATO

Control the Damage Ahead of TimeCan Do2

bad experience overcome by how we make them whole

  • pay for accreditation offer
Control the Damage Ahead of TimeCan Do2

preparedness and awareness of supply chain -- hardware -- hurricane preparedness kit

  • communications plan
Control the Damage Ahead of TimeSeemed Like a Good Idea at the Time2

emergency response team

  • empowerment, formalization of response and F* Up plan, regimented formalized approach, chief of damage control
  • empowerment, formalization of response and F* Up plan, regimented formalized approach, chief of damage control
  • empowerment, formalization of response and F* Up plan, regimented formalized approach, chief of damage control
  • empowerment, formalization of response and F* Up plan, regimented formalized approach, chief of damage control
Control the Damage Ahead of TimeCan Shift2

lab kit provided to top enterprise customers with latest and greatest OS and our software ... software and maintenance provided ... prepared for changes in technology to be ahead of accreditation curve/timeline

  • partners with the customer to get them ready for the next release, get ready for A&A testing, and get trained on new versions
Control the Damage Ahead of TimeCan Justify2

buy the Supply Chain -- OS vendor/hardware vendor -- so we control the whole process

Control the Damage Ahead of TimeCan Justify2

see bat phone idea from previous section

Control the Damage Ahead of TimeCan Do2

write any question you have on a card and post (Whole Foods) -- trouble ticket system live on website and post what we are doing to fix it

Control the Damage Ahead of TimeCan Justify2

see earlier chat roulette concept

Control the Damage Ahead of TimeCan Justify2

Ideas

Focus on the Field of Awareness191919

Consistency

Focus on the Field of Awareness1

Consistency

Focus on the Field of Awareness1

Consistency

Focus on the Field of Awareness1

Implementation Closed Loop.

Focus on the Field of Awareness1

Communication

Focus on the Field of Awareness1

Exceed the expectation

Focus on the Field of Awareness1
*

Invite customers and non customers to a day of off road rally racing (dirtfish rally, Seattle WA)

Exaggerate the ExperienceCan Justify1

Upgrade hardware at no cost to customer

Exaggerate the ExperienceCan Shift1

Send CISO's security book that you recently read, with hand written note.

Exaggerate the ExperienceCan Do1

Write recommendation on social networking (linkedin) for customer

Exaggerate the ExperienceCan Do1

Complementary body scan (from health care provider)

Exaggerate the ExperienceSeemed Like a Good Idea at the Time1

Case of the customers favorite chocolate

Exaggerate the ExperienceSeemed Like a Good Idea at the Time1

Bring your spouse to dinner or complementary cooking course

Exaggerate the ExperienceCan Justify1

Gift card for spouse to Spa

Exaggerate the ExperienceSeemed Like a Good Idea at the Time1

Favorite local sporting event complementary tickets (not in a company suite) for customer /prospect and guest

Exaggerate the ExperienceCan Justify1

Post sales gift no strings attached

Exaggerate the ExperienceSeemed Like a Good Idea at the Time1

1 hour private lesson with PGA pro golfer

Exaggerate the ExperienceSeemed Like a Good Idea at the Time1

Free Security Certification class (SANS, Microsoft, Cisco, Blackhat)

Exaggerate the ExperienceCan Justify1
*

Schedule post sales meeting with CISO/decision maker and instead of discussing technology, bring a custom tailor to fit customer for suit/dress

Exaggerate the ExperienceCan Shift1
*

hardware appliance comes with drone (but not advertised).

Exaggerate the ExperienceCan Justify1

$200 gift card automatically sent to Websense admin who plugs in the software license key

Exaggerate the ExperienceSeemed Like a Good Idea at the Time1

mobile detail provided to customer after purchase of product with card saying 'thank you from Websense'

Exaggerate the ExperienceCan Justify1
Exaggerate the Experience1

Mail fancy 'golden ticket' to customer for 2 seats of free training on product with each new customer purchase

Exaggerate the ExperienceCan Do1

Identity theft demonstration, captured on video, then educate on safe email/web spearphishing protection/avoidance

Exaggerate the ExperienceCan Do1
*

Pay in advance for parking 'complimentary of Websense'

Exaggerate the ExperienceCan Justify1
*

Pay for WIFI in a public place courtesy of WEBSENSE (i.e. 'Free wifi provided by our friends at Google' in Starbucks)

Exaggerate the ExperienceCan Justify1
*

Connect CISO's to other peers in their Geography

Remain RelevantCan Do1
*

Send whitepaper to customer/prospect on 'how to stay relevant to the board'.

  • App
Remain RelevantCan Do1
*

Sponsor a walk-a-thon for their kid

Remain RelevantCan Do1

take an interest in their everyday life / hobbies.

Remain RelevantCan Do1

Sponsor rain jackets for security team

Remain RelevantCan Shift1

Create a Podcast

Remain RelevantCan Do1

Send quotes that can be easily reused by your security contacts

Remain RelevantCan Do1
*

Reduce attrition of employees (better benefits, stock options...)

Create the Echo of a Thousand Good TimesCan Shift1

customer testimonials on website

Create the Echo of a Thousand Good TimesCan Do1

Publish customer satisfaction scores on website

Create the Echo of a Thousand Good TimesCan Do1

host user group and have customer speak about positive experience

Create the Echo of a Thousand Good TimesCan Do1

In the UK the team collects food and used clothing and donates to charities

Create the Echo of a Thousand Good TimesCan Do1

Websense internal corporate match for charitable causes

Create the Echo of a Thousand Good TimesCan Do1

Pay up to 1 week annually towards volunteering time to charitable cause

Create the Echo of a Thousand Good TimesSeemed Like a Good Idea at the Time1
*

Employees from all parts of the company should be allowed up to two weeks away from their regular roles to work for the charitable cause of their choice while continuing to earn their paycheck and benefits.

Create the Echo of a Thousand Good TimesCan Shift1
*

provide up to $2000 annual tuition stipend for certifications

Create the Echo of a Thousand Good TimesCan Justify1
Create the Echo of a Thousand Good Times1
Create the Echo of a Thousand Good Times1
*

Dirty install

Control the Damage Ahead of TimeCan Shift1

Outage of cloud technology

Control the Damage Ahead of TimeSeemed Like a Good Idea at the Time1
*

lack of clear understanding of goals for technology

Control the Damage Ahead of TimeCan Do1

Own the mistake, take responsibility, offer a plan to correct mistake

Control the Damage Ahead of TimeCan Do1
*

Product is broken and Feature Requests never are delivered

Control the Damage Ahead of TimeCan Do1
*

Websense can provide a fix (re-install of software/hardware) at no cost

Control the Damage Ahead of TimeCan Justify1

onsite tech support

Control the Damage Ahead of TimeSeemed Like a Good Idea at the Time1

Free Mission Critical Support (MCS)

Control the Damage Ahead of TimeSeemed Like a Good Idea at the Time1

treat customers presales the same as post sales

Control the Damage Ahead of TimeCan Do1

invite customers to an amazing EBC experience

Control the Damage Ahead of TimeCan Do1
*

Defense grade response team action (post sales)

Control the Damage Ahead of TimeCan Justify1

Have a VP of Tech Support show up at a customer site to explain SLA's / escalation path

Exaggerate the Experience1
*

Rent out Disneyland (or other strategic location) for the day and invite all customers/prospects (not limited to IT individuals)

Exaggerate the ExperienceSeemed Like a Good Idea at the Time1
*

Replicate the Willy Wonka golden ticket experience. 1 platinum ticket, 10 golden tickets included randomly in appliance purchase. Platinum ticket wins you trip to space. Golden ticket wins you (and your family) trip to Disneyland.

Exaggerate the ExperienceCan Justify1
*

CISO global tour. Fly CISOs around to different cities to advise on various topics

Remain RelevantCan Justify1
*

Host a NEWCO BLACKOPS Security conference that is 'edgy'. Make it completely different from RSA, Blackhat, DefCon. AC/DC opens the event. Casual attire required. No name badges. Not commercialized. Everyone gets BlackOps business card. Host event at fancy hotel, get customers talking about it all year long.

Remain RelevantCan Justify1

Publish employee of the month (nominated by customers/partners) on Websense website

Create the Echo of a Thousand Good TimesCan Do1
*

every sales rep carries RFID poker chip business card. each color has different value (blue = hotel stay, red = $50 coffee credit @ starbucks...)

Create the Echo of a Thousand Good TimesCan Shift1
*

Create NEWCO BLACKOPS team. Make it completely seperate from account management team, fully post sales, full access to Csuite, customer information. Mission is to provide quick aggressive resolution to solve customer problems to enable account team to focus more on presales. Not limited to enterprise customers. each region gets access to 6 black ops events per year used at your discretion

Remain RelevantCan Justify1

Every customer has a single point of contact for all contacts - sales, implementation, support.

Focus on the Field of AwarenessTwo

immediate and consistant and proactive communication

Focus on the Field of AwarenessTwo

streamlined upgrade process allowing for customer preferences and self-healing

Focus on the Field of AwarenessTwo

the company understands my business and therefore my needs and partners with me

Focus on the Field of AwarenessTwo

combined with another

Exaggerate the ExperienceTwo

viral videos for previews at movie theaters

Exaggerate the ExperienceCan ShiftTwo
*

security infrastructure for free for recently hacked corps / money back guarantee

Exaggerate the ExperienceCan DoTwo

combined with another

Exaggerate the ExperienceTwo

give the new direct connect endpoint away free to consumers/households

Exaggerate the ExperienceCan ShiftTwo

hot air balloon/helicopter rides to show the 10,000 foot view of corporate security and how websense can protect

Exaggerate the ExperienceSeemed Like a Good Idea at the TimeTwo

awards to customers for customer referals

Exaggerate the ExperienceCan DoTwo

company-wide volunteering

Exaggerate the ExperienceCan DoTwo

Lunch for the customer team for nn customers (who have a problem case)

Exaggerate the ExperienceCan DoTwo

make a movie with our customers as the stars/actors

Exaggerate the ExperienceCan JustifyTwo

superbowl ad

Exaggerate the ExperienceCan JustifyTwo

comic books

Exaggerate the ExperienceSeemed Like a Good Idea at the TimeTwo

provide armor for all the humvees in a war zone

Exaggerate the ExperienceSeemed Like a Good Idea at the TimeTwo
*

block page sweepstakes / comic-fun blockpage of the day

Exaggerate the ExperienceCan DoTwo

hounds for heroes - fund service dogs for veterans with ptsd

Exaggerate the ExperienceCan ShiftTwo
*

gas pump message when they swipe their cc - free gas for that customer and a message - Exxon is using websense to protect your cc from being hacked.

Exaggerate the ExperienceCan ShiftTwo

super hero / sports heroes visits to kids in hospitals around the world

Exaggerate the ExperienceSeemed Like a Good Idea at the TimeTwo

profit sharing with our customers

Exaggerate the ExperienceSeemed Like a Good Idea at the TimeTwo

recognize all special events in the lives

Remain RelevantCan ShiftTwo

scholarship for customer children attending college

Remain RelevantSeemed Like a Good Idea at the TimeTwo

internship for all customer's children

Remain RelevantSeemed Like a Good Idea at the TimeTwo
*

Free annual conference for all websense customers and family - enjoy the present, protect your future. Discussions and panels on personal finace, retirement, college funding, etc, etc - no discussion of IT security

Remain RelevantCan ShiftTwo
*

Pay for customer attendance to conferences for their industry

Remain RelevantCan ShiftTwo

send circ de solei to the company for a performance

Remain RelevantCan ShiftTwo
*

Podcast series directed to the issues/needs the customers industry faces

Remain RelevantCan ShiftTwo
*

Podcast series directed to the issues/needs the customer's family faces - retirement, health care, college funding, etc.

Remain RelevantCan ShiftTwo

customer ideas wall/forum - any idea to improve their interaction with Websense

Create the Echo of a Thousand Good TimesCan DoTwo

build communities for customers and employees to share interests outside of security/websense. recognize their achievement related to the intereest (customer completes the NY marathon)

Create the Echo of a Thousand Good TimesCan DoTwo
*

"purchase anniversary" thank you - whether they re-up or not - contribute to their charity (people to work the charity)

Create the Echo of a Thousand Good TimesCan ShiftTwo

our c-suite and engineering leads go and have lunch with the tech team at the customer company and the customer c-suite is brought in to have lunch with websense tech support / engineering.

Create the Echo of a Thousand Good TimesCan ShiftTwo

complete outage. - immediate response - take ownership of the problem - executive level response - onsite support where appropriate - updates at appropriate intervals through to resolution - root cause analysis - subscription is extended for the amount of time of the outage.

Control the Damage Ahead of TimeCan JustifyTwo

on the phone/remote or on site until the problem is fixed

Control the Damage Ahead of TimeCan JustifyTwo

MCS level support for all customers

Control the Damage Ahead of TimeCan JustifyTwo
*

embed the entire company at every customer site

Exaggerate the ExperienceSeemed Like a Good Idea at the TimeTwo

embed the entire company at every customer site

Create the Echo of a Thousand Good TimesSeemed Like a Good Idea at the TimeTwo
*

embed the entire company at every customer site

Remain RelevantSeemed Like a Good Idea at the TimeTwo

embed the entire company at every customer site

Control the Damage Ahead of TimeSeemed Like a Good Idea at the TimeTwo
*

Engineering and QA processes so streamlined and well-done that all customers clamor for upgrades and hotfixes. Nobody "waits and sees" - everyone upgrades immediately.

Exaggerate the ExperienceCan JustifyTwo
*

Customers have immediate, 24/7 access to a human being by phone - a human being who speaks their native language and is empowered to resolve their issues and make whatever amends necessary. This one call connects customers to every team required to resolve the issue within 24 hours, even if this means a hotfix release.

Control the Damage Ahead of TimeCan JustifyTwo
*

The complexity of our product features are simple for customers to use and understand. Using the product does not require extensive training, just a basic foundational overview. It "just works".

Exaggerate the ExperienceCan DoTwo
*

Customers are in constant communication with their NewCo team - "relationship ambassadors" who are NOT salespeople, they are there just to hear the customer and gather relationship information. Customers are contacted at least weekly, and information gleaned is gathered in a database for future use by others (such as "this contact loves Ohio State football").

Exaggerate the ExperienceCan JustifyTwo

Short messages to explain every daily upgrade. "We're now protecting you against..."

Remain RelevantCan DoTwo

Communities for hobbies and interests for customers and employees to connect over non-security interests -- college football, marathons, crochet, whatever!

Remain RelevantCan ShiftTwo

Brown-bags and webinars about topics of interest to the industry and role. Also how world events are impacting global business, not just security.

Remain RelevantCan DoTwo

YouTube "TED Talks" with customers explaining why NewCo is relevant to them.

Remain RelevantCan DoTwo
*

Inviting one customer company (or a panel of representative companies) to speak at other customer companies and presenting on their company culture, their company product, something of relevance to other businesses, even in unrelated industries.

Remain RelevantCan JustifyTwo
*

At least once a year, every company gets a surprise delivered by NewCo that gives something appreciated to each and every employee of the company. Doesn't have to be big -- doughnuts, Starbucks gift cards, etc. But every single person in the company gets a "Thank you" from us.

Create the Echo of a Thousand Good TimesCan ShiftTwo

As soon as a customer signs up, we invite the customer to interact with us -- in the panel, presentation, conference, etc. to see what they have to share with us.

Create the Echo of a Thousand Good TimesTwo
*

Every employee gets one week paid vacation on their anniversary every year. Company pays for flights, hotel, etc. for the entire family.

Create the Echo of a Thousand Good TimesCan JustifyTwo

100% paid health care coverage for the employee and their family.

Create the Echo of a Thousand Good TimesCan ShiftTwo

Employees are encouraged to pursue career development, even if it means they will leave the company. We have a constant pipeline of people waiting for vacancies when others are moved into other areas. Encourage cross-training of employees across even unrelated areas of the company - Marketing, Support, Sales, etc.

Create the Echo of a Thousand Good TimesCan DoTwo

Implement a method for all employees to feel they have a voice. Perhaps an "Ideas" or "IdeaStorm" sort of message board where ANY idea is acceptable, and they can be voted up/down.

Create the Echo of a Thousand Good TimesCan DoTwo
*

Empower front-line managers to award to employees what they most value and are motivated by - extra vacation, flexible hours, bonuses, etc.

Create the Echo of a Thousand Good TimesCan DoTwo

Buying from newCo should mean exceptional support and experience for EVERYONE. White-glove treatment for all customers. Stop seeing support as a cost-center and stop trying to make it generate revenue. Use it as a customer experience differentiator.

Control the Damage Ahead of TimeCan DoTwo

Enact new support metrics that are based on the new Enterprise Technology era - not outdated 1980s consumer call-center models. Consider support as customer retention and measure it on the financial metrics of retained and acquired customers, overall NPS and CSAT, not on how many calls handled per minute.

Control the Damage Ahead of TimeCan DoTwo
*

ALL sales include free professional services installation and free training (and of course because the product is so well-designed, the services and training would not need to be so extensive). We do this to ensure that our customers successful rather than hoping they can manage it on their own, often in underfunded and understaffed IT departments.

Control the Damage Ahead of TimeCan JustifyTwo

Focus the entire company on the same goal - customer acquisition and retention. Rather than departments operating at cross-purposes, all departments are measured on customer acquisition and retention.

Control the Damage Ahead of TimeCan DoTwo

Create every possible media type for information - text, localized video with captions, Chat, infographics, etc. No nondescription or inactionable error messages.

Control the Damage Ahead of TimeCan ShiftTwo

Proactive monitoring on behalf of the customer to ensure that few to no crisis-level interventions become necessary. Especially do this for Large Enterprise customers who expect it and for small/medium customers who would never expect it. The customer's "A-team" monitors and proactively reaches out to fix issues, install hotfixes/updates before they become problems.

Control the Damage Ahead of TimeTwo

One Idea

Control the Damage Ahead of TimeCan Do42
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Another Idea

Control the Damage Ahead of TimeCan Do42

This one is better

Control the Damage Ahead of TimeCan Shift42
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Matching Here

Match the DNACan Shift42

Here is one idea

Focus on the Field of AwarenessSeemed Like a Good Idea at the Time42

Here is another idea

Focus on the Field of AwarenessSeemed Like a Good Idea at the Time42

Listing Ideas Here ... This one is a big one!

Match the DNACan Do42

Give everyone tootsie rolls

Exaggerate the ExperienceCan Do42
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Make everyone drink 20 shots of vodka

Exaggerate the ExperienceCan Do42
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Touch everyone on the head as they enter the store.

Create the Echo of a Thousand Good TimesCan Do42

Make an app

Remain RelevantCan Shift42
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I'm adding an idea here

Focus on the Field of AwarenessCan Do42

Another One

Focus on the Field of AwarenessCan Do42
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An Finally This One.

Focus on the Field of AwarenessCan Justify42

Sail the Seven Seas of Cheese

Exaggerate the ExperienceCan Justify42

Another Idea

Remain RelevantCan Do42

Making Waves

Remain RelevantCan Do42
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Happenstance

Remain RelevantCan Do42

Chair in the water

Control the Damage Ahead of TimeCan Do42

Here's one idea

Create the Echo of a Thousand Good TimesCan Do42

Here's the next

Create the Echo of a Thousand Good TimesCan Justify42

Here's the third one!

Create the Echo of a Thousand Good TimesCan Shift42

Create a magic bean

Exaggerate the ExperienceCan Shift42
** indicate top ideas