“It’s more than just a product, it’s a story.” Patrick Ip, Google’s Business Innovation Lead, talks to IBM’s Robert Schwartz about developing and marketing around customer experience.
Introduction 0:46 Google’s growing appreciation of customer service 2:14 The “story” paradigm of product design 4:15 Google’s research-and-debate process for product design 8:34 Successful marketing: selling the experience rather than features 12:14 Patrick’s upbringing: Learning “servant leadership” 20:00 Taking advantage of luck as a success strategy 23:14 Patrick’s work running social media for the United Nations 25:16 Patrick’s startup Kip Solutions: social media consulting for non-profits 26:38 Patrick’s drive for responsibility 29:27 Patrick’s “Baller Dinners” community of givers
Lightning round 32:58 Favorite social platform: Facebook 33:05 Someone you admire: Patrick’s parents 33:11 Brand you respect and why: Virgin 33:27 AR, VR, or AI: AI is most interesting
Audience questions 33:55 How transferable were your social media insights cross-culturally? 35:12 What’s the number one success indicator in product adoption? 36:53 How do you source and compensate research interviewees? 37:58 As AI advances, how will that change how people interact with your products? 40:58 What advice would you give a fifteen-year-old? 43:07 Do you see IBM and Google partnering in moonshot projects? 44:27 At what point do you say “Let’s try something new even if it makes people angry”? 47:04 What’s on your reading list? 49:16 When you think of IBM, what do you think of?
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Frank Discussions with iX thinkLeaders at Cannes Lions Festival of Creativity 2017 Frankly, your brand is only as good as your customer experience With ad blocking and skipping, and the decline of TV ratings, brands are no longer built with advertising but rather in the myriad moments of contact with customers, online and off. This […]