Wearable Tech

Consumer Experience, Culture, Empathy, Human-Centered Design, Leadership, Power of Yes, Uncategorized, Wearable Tech

LuLaRoe: Will You Make It Right?


The Story…

Imagine with me, you are sitting at your desk, maybe at your dining room table, possibly even on your couch. The day has come! The biggest product launch in the company’s history. You are logged in, chatting with other team members. Your nerves are building up! The time comes and you get your lottery number. Not the best number, but you have one. You will spend the next hour waiting and wondering what product will still be available and to your surprise, NONE! This happened to my wife yesterday and many of her friends as LuLaRoe was launching the new NOIR collection (all black)! Many of these consultants had done pre-sales, had planned big launches, and nothing left! Zero! Zilch! Zip! 

I will do my best to present facts and truth in this next section. Here is what I have learned:

  • There are over 80,000+ consultants and somewhere around number 3,000, all stock was gone.
  • There were no limits put on orders, so the bigger consultant shops bought thousands of pieces, while the little shops got nothing.
  • At this point, LuLaRoe has not sent any communication out to their consultants.

So, this means that only about 3% of consultants were allowed to order anything. Some of the bigger consultants placed orders that were over $100,000 dollars.

And, the C-suite silent!

LuLaRoe Pic

What We Learned And What You Can Learn…

There are several things we have learned in this process. What I am going to share is the positive, because I refuse to give LuLaRoe anymore brain power on this.

  1. We have amazing friends, customers, and partners in this business. We have all pulled together and we will be fine!
  2. As a small business owner myself, many of these consultants are small business owners. Support small businesses whenever you can!!!
  3. No matter what you do, stay true to what you stand for. Don’t waiver. Don’t be swayed. And, never allow money to be the driving factor.
  4. If you are going to have a mission statement like the one below, be ready to make it right at all times, no matter the cost.

LuLaRoe+MISSION-STATEMENT-HORIZONTAL+(1)

What We Will Do And What You Can Do…

I am always about taking the high road and giving people second chances. So we will do that; we will give LuLaRoe the chance to make it right. If you are a consumer, send messages via social media.  Let the company know how disappointed you are in this situation. If LuLaRoe is who they say they are, they will make it right.

So, I will close with this statement:

Deanne Brady, Mark Stidham, and LuLaRoe executives will you say, sorry? And, how will you make it right? 

Sorry

Consumer Experience, Education, Healthcare, Innovation, Leadership, Power of Yes, Wearable Tech

#CES2017 & Beyond: Where Has The Consumer Gone?


What I Was Doing…

Well, #CES2017 is history! This past week over 175k people ascended on the Las Vegas Strip to see the coolest and newest technologies for 20gallery-1483544485-hair-coach-photo-1-credit-withings17. I have to say, in three days, I walked over 50k steps and saw some amazing technologies. I mean, who doesn’t love drones choreographed to the macarena or a personalized hair coach. Or, the amazingly new sleep number 360 bed. And of course, my new sleep machine by ResMed the S+. I have used the S+ for two nights, and my sleep score is not good at all. Time to decompress and start focusing on my sleep habits.

I had the honor to sit on a panel for the Digital Health summit and as well, moderate a panel during the TransformingEDU summit. As I moved between both ballrooms, I splus-androidheard innovators and industry leaders within healthcare share innovations around attacking cancer, conquering chronic conditions and even one company, Omron Healthcare has a “moonshot”  for zero heart attacks or strokes.

I then looked at connected health, artificial intelligence, and how messaging will be the backbone of healthcare connectivity. In education, I witnessed how virtual reality and augmented reality could change the education experience.

Now, these are incredible ideas – but I could not help but wonder if this exciting maker movement is a trend, a fad –  or is it here to stay? I had witnessed all of these amazingly cool things, but I kept asking myself one question: Where has the consumer gone? 

What I Learned…

Why was I asking myself that question? I wasn’t sure, but then at dinner that night, a colleague of mine asked the same question. Here is my learning:  We have amazing, life changing technology both in the wings and in the marketplace – however, if the consumer is not involved in creating it, testing it, and using it – it is nothing more than technologyThe value in technology is at its highest when it is inextricably linked with the consumer experience.

As I was on the plane home, I read a recent report put out by, Startup+Health. The report shows the amount of money being invested in the digital healthcare space and the areas of interest. Here are a couple of graphs:

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As you can see, there is still a huge demand on patient / consumer experience. The healthcare industry continues to struggle to get it right – to put complete focus on the #consumer. Yet, we as consumers, demand more and more every day from the industry.

Further, the correlation of healthcare to the education industry is mind-blowing. The biggest question I ask is, when will we actually treat students like a consumer and not some second class citizen? Educators need to understand who is paying the bill. In April of 2016, there was an article written about the Ed Tech Cool Down, and it had reached an all time low from an investment place. I am anxious to see where the year ended.

What I Will Do…

This is simple! What I am going to do in 2017 is to keep saying, YES! 

Yes, to innovation! Yes, to the consumer! Yes, Yes, Yes! 

I will listen to the consumer! I will spend more time with consumers, patients, and members! I will take time to hear their story. Remember this, we are all humans. We all have a story to tell – whether it is in healthcare or education – we must involve the #consumer in everything we do.

From the beginning to the end of the process: We need everyone’s voice. I have said it numerous times in my blog. Know Me! Surprise Me! Make It Easy! Focus on this and we will all win!

Spend time this week with your customer, consumer, patient or member!

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Consumer Experience, Trends, Wearable Tech

Trends for 2016: Wearable Tech – What Do You Do With The Data?


Runner training and using heart rate monitor smart watchLast week we discussed one of the customer experience trends highlighted by Richard Shapiro in his article “Customer Trends for 2016” in Customer Think magazine.  This week we are taking a look at a second projected trend from the article – Wearable Technology.

Wearable technology, while often trendy and marketed for its aesthetic, is a valuable tool whose current and future capabilities for positive impact on healthcare are ever expanding. This increasingly popular technology is defined by anything from devices worn to track your fitness activity and health rates, to monitoring devices that feed directly into telemedicine technology – such as in-home devices that monitor through two-way communication the movements of Alzheimer’s patients.

11866bef93dfdcb90b9e8353597f39dbThis past week at CES 2016 Wearable Tech was one of the hottest topics and discussions of the week.  Three wearable techs that caught the attention of consumers and industry were; WiseWear, Huawei Watch, and Digitsole. WiseWear is a new line of luxury smart jewelry that keeps you connected, safe, and well, by looking chic. Huawei Watch’s website states, “Finally, there is a stylish smartwatch for smart, stylish people. Inspired by the classic designs of luxury watches, with cutting-edge technology, the Huawei Watch redefines what we’ve come to expect from a smartwatch.” Spotlighted on the Today Show this morning, Smartshoes. Smartshoes are connected, interactive, heated, and shock absorbent with automatic tightening that can be controlled via your smartphone. This innovative footwear product is designed for your health and comfort. With 3 different designs, there is always one Smartshoe to match your style.

digitsole

Wearables, are fast becoming standard recommendation by physicians and insurance companies as a way of engaging the user in a more connected, accountable and ultimately less costly health experience. Organizations frequently offer rewards for users who upload their fitness outcomes from wearables, such as the charting of weight loss, reductions in blood pressure and increased workouts. That said, current statistics reveal that a majority of the users of wearable technology are already healthy, or seriously health minded.

The demographic that stands to benefit most from a deeper engagement with their personal health, often cannot afford the most relevant devices carrying price tags exceeding $100, or the consumer has not yet connected the device’s value with their overall health management experience. There is great opportunity here. The wearable technology industry has yet to address a multitude of innovative, cost-effective uses for this critical consumer who that stands to benefit greatly from expanding wearable technology’s reach – both educationally and economically.

The Deloitte Centre for Health Solutions projects that by the year 2020, wearable health technology will be directly connected to and monitoring the consumer’s quality of life. In the health marketplace of 2016, we already see a movement Health tracking. Keyboardtoward the delivery of a more unique, comprehensive and connected health care experience for seniors and those patients who are housebound. Remote monitoring is actively used within patient homes – connecting them to their physicians and allowing insight into their real-time health status. What is projected, however, is an even deeper connection with the health care consumer. It is predicted that smartphone and tablet devices will be integrated to communicate with one another through applications and across platforms – efficiently transferring vital information, retaining pertinent data and analyzing not just medical statistics for the patient, but providing a 360-degree view of their quality of life – to include mental and emotional.

A surge of health care related application development for wearables is driving popularity as well. According to the PWC Health Research Institute’s annual report for 2016, the download of health care related applications to smartphone devices has doubled within the past two years, with 32% of consumers downloading at least one app last year. This increase is related directly to the millennials who, having been raised in the digital revolution, prefer virtual communication and are increasingly demanding more control over their health information and health care outcomes. This need for more virtual solutions, smarter and more intuitive devices stands to only increase and eventually become a necessity in health management.

As the technology advances in both app and smart device development, organizations in the healthcare sector should focus on finding ways to tie in these advancements for the demographics outside of the technology’s current reach. For instance, people in low-income circumstance who need to be connected virtually to caregivers, or people who are not currently actively engaged in their health care experiences but who offer the greatest potential for successful, empathy-driven innovation. Smartphones have become easily attainable – Composite image of businessman using smartphonethe potential for connecting the consumer to their health management is easier than ever before.

Discovering and delivering affordable, engaging solutions for the health care experience consumer, as well as, providing equitable outcomes for the investor is the key to success in this exciting trend.  Much like health care delivery as a whole, the sweet spot is identifying the gaps and creating solutions that are unique, using cutting edge technology and which ultimately serve to provide a better quality of life for the consumer.

Sources: Top Health Industry Issues of 2016 – Thriving in the New Economy, PCW Health Research Institute and Healthcare Life and Sciences Predictions 2020 – A Bold Future?, Deloitte Centre for Health Solutions