Elize Bosker "Radical Transparency: How to Build Trust with Customers" Productized19
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Elize Bosker discusses building trust with customers through radical transparency, emphasizing the importance of clear communication and understanding. She advocates for creating positive habits, utilizing technology as a supportive tool, and being critical of privacy issues. The document also explores kindness in technology as a key performance indicator (KPI) and insights on consumer behavior related to brand interactions.
Elize Bosker "Radical Transparency: How to Build Trust with Customers" Productized19
- 1. elizebosker.com @bombeztic How to build trust with customers Radical Transparency Elize Bosker VP Product @ Spideo
- 4. elizebosker.com @bombeztic Fan of Game of Thrones? Here’s what we have for you next: Personalization
- 5. elizebosker.com @bombeztic What does your product do? Is it a vitamin or a pain killer?
- 6. elizebosker.com @bombeztic • External triggers: place information in the user’s environment • Internal triggers: through associations stored in the user’s memory Hooked: Habit-forming products
- 7. elizebosker.com @bombeztic Hooked: variable reward • The Tribe: relationships • The Hunt: skill or competence • The Self: autonomy StackOverflow
- 8. elizebosker.com @bombeztic Hooked: investment PEOPLE • are consistent with past behaviours • anticipate future rewards Brainstorm card: Board of Innovation
- 9. elizebosker.com @bombeztic Good Ethics And why this is important
- 10. elizebosker.com @bombeztic 8/10 in France Declare hyperconnectivity is negative and provokes anxiety Source: IFOP / Securex
- 11. elizebosker.com @bombeztic Reducing the use of technology Brainstorm card: Board of Innovation
- 12. elizebosker.com @bombeztic Social credit: influence citizens Brainstorm card: Board of Innovation
- 13. elizebosker.com @bombeztic How to apply good ethics • Create positive habits • Use technology as a friendly helper • Remain critical about people’s privacy
- 15. elizebosker.com @bombeztic Radical Transparency Trailblazers in different industries
- 16. elizebosker.com @bombeztic – Daniel Schreiber (CEO and cofounder of Lemonade) “Are you withholding information to maximize understanding–or to obstruct it?” The Transparency Test
- 18. elizebosker.com @bombeztic Traceability in Fashion and eCommerce Brainstorm card: Board of Innovation
- 19. elizebosker.com @bombeztic The average time adults spend searching on SVOD platforms before watching content - Nielsen Total Audience Report 2019 8-10 minutes
- 23. elizebosker.com @bombeztic elizebosker.com @bombeztic The Copenhagen Catalog copenhagencatalog.org
- 24. elizebosker.com @bombeztic How to be Transparent • Maximise understanding • Explain the “why” • Use the Copenhagen Catalog for inspiration
- 25. elizebosker.com @bombeztic Kind Technology Use kindness to set an example
- 26. elizebosker.com @bombeztic Kindness as a KPI 42% of consumers walk away when disappointed by a brand - 2018 Brand Purpose study by Accenture
- 27. elizebosker.com @bombeztic Human contact is a luxury good “Screens used to be for the elite. Now avoiding them is a status symbol.” - The New York Times
- 28. elizebosker.com @bombeztic Personal data: taking control Wired: Cartoon by Jeremy Nguyen
- 29. elizebosker.com @bombeztic How to use Kind Tech • Think of Kindness as a KPI • Make technology human • Build trust through transparency