C2

Innovation
Experience

Jonah Hirsch, Yoshio Hayashi, Yi Jin, Sakuramonika Ito, Morgan Reaksmey, Li Feixiang,
Rakusei Miyazono
Contents
Here’s what you’ll find in this presentation:
1. Introduction (Jin Yi)
2. Service (Yoshio)
3. Channel (Li Feixiang)
4. Brand (Rakusei)
5. Customer Engagement (Monika)
6. Case Study (Jonah)
7. Conclusion (Jonah in place of Riki as she cannot make it today)
Introduction
Jin Yi

Companies are taking a deeper look at their consumers'

lives and how they feel when they use their products and
services; they're innovating in ways that are unique to their
brands, with a diverse set of experiences that surround and
relate to the core offer.
Types of Experience Innovation

1 2
Service Channel

3 4
Brand Customer Engagement
 1
Service
Yoshio
 1. Service
Yoshio Hayashi

● Not specifically the product itself, but what is surrounding

that product. It helps and strengthens what companies
present to customers.

Such parts that correspond to the element of services are…

● Try before you buy

Allows customers to try the product in advance

● Guarantee
Does not allow failure towards customers

● Loyalty programs
Towards customers coming often, brings good, or even price
reductions
 2
Channel
Li Feixiang
 2. Channel
Li Feixiang

- What is a channel?

Channels are the channels through which a company's

products are distributed to different regions and
ultimately delivered to customers and users.

- Structure of the channel

Producer → Wholesaler → Intermediary → Retailer →

Consumer
 Channel

Apple's sales channels:

Internet and flagship stores to provide

purchase channels to users
 3
Brand
Rakusei
3. Brand
Rakusei

Brand is presented as logo/image

Identity for company

Critical tools in marketing

Building up brand image = provide trust for customers

Is the company trustworthy depends on its history and reputation
 Examples of Innovative Companies

Amazon Tesla
From ordinary bookstore to the From a electric car company to
most globalize online shopping combining autopilot with
platform electric car
 4
Customer Engagement
Monika
 4. Customer Engagement
Monika

Community and Belonging Personalisation

Make people feel like Allow for projection of
they are part of a group the customer’s identity
or movement

Process Automation Curation

Simplify tasks for the Create a strong identity
user and make new for yourself and your
experiences magical and followers
non repetitive
Examples of Companies with Customer Engagement
Case Study
Jonah
 Service
Amazon Wardrop Try Before You Buy:

Amazon wardrobe lets you try before you

buy. The way this works is that you order
clothes, try them on. Anything you don't
like you send back and only pay for what
you actually want. This is a great remedy to
a shopping process that usually requires one
to try something on in real life.
 Channel
Bombtech Golf Ships Direct
Bombtech golf clubs can only be bought
through the bombtech website. Because of
this they are able to sell great golf clubs at
a cheaper price. The downside to this is that
you can not try before you buy. However
they remedy this through using the service
technique of guaranteeing satisfaction or
giving you your money back.
 Conclusion
Service: We are able to to receive benefits and support with your surrounding

Channel: How they are able to deliver products to customer buyers

Customer engagement: They are able to adapt to respected distinctive interactions with
different people

Brand: How you portray your business

Thank
You!
Questions?