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What's the future of business? : changing the way businesses create experiences /
Rethink your business model to incorporate the power of ""user"" experiences What's the Future of Business? will galvanize a new movement that aligns the tenets of user experience with the vision of innovative leadership to improve business performance, engagement, and relat...
| Clasificación: | Libro Electrónico |
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| Autor principal: | |
| Formato: | Electrónico eBook |
| Idioma: | Inglés |
| Publicado: |
Hoboken, N.J. :
Wiley,
©2013.
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| Temas: | |
| Acceso en línea: | Texto completo Texto completo |
Tabla de Contenidos:
- Copyright; What's the Future of Business?: Changing the Way Businesses Create Experiences; Contents; Business ... Meet Design; 0: Total Recall; The Voice of the Empowered Customer; So what?; What are customers to align with if we don't first define it? What do we want them to be a part of?; Are You Experienced?; #InnovateorDie; 1: Sorry, we're Closed: How to Survive Digital Darwinism; Disruptive Technology Is a Catalyst for Change, Not the Reason; The question is at what point does emerging technology or new behavior become disruptive?; 2: The Journey of Business Transformation.
- There's a Hero in Every One of UsThe Great Myth of Technology; This is the end of business as usual.; 3: Meet the New Generation of Customers ... Generation C; So, how well do you know Gen Y? Let's find out . . .; Widening the View from Generation Y to Generation C; Different Times Call for Different Measures; 4: The New Customer Hierarchy; A New Era of Social Service: Promoting the Experiences of Customers; The Broken Link of Social Media Customer Service; But, if getting closer to customers is a key objective, why do many businesses neglect the first mile of customer experiences?
- Connecting the Dots in Social Media to Improve ExperiencesAnswer this question: What is the experience you want customers to have?; 5: The DIM Light at the end of the Funnel; Funnel Vision: Without Awareness There Can Be No Consideration; The Cluster Funnel; 6: The Zero Moment of Truth; In the moment of truth, how do you fare and what shared experiences are awaiting your customer?; 7: The Ultimate Moment of Truth; The Ultimate Moment of Truth; Your work must focus on expressions, not impressions.; 8: Opening a Window into New Consumerism; Discovery Disrupted.
- Opening the Door to a New Generation of Connected ConsumerismOpening the Windows to Digital Influence; 9: The Dynamic Customer Journey; The importance of the influence loop cannot be overstated. It affects every stage of the journey, every moment of truth.; 10: Inside the Ellipse: Embarking on the Dynamic Customer Journey; Formulation (Stimulus); Role Model: TOMS; Precommerce (Zero Moment of Truth); Role Model: Giantnerd; Commerce (First Moment of Truth); If you think that product experiences are out of your realm of responsibility, think again.; Postcommerce (Ultimate Moment of Truth).
- Role Model: Giffgaff11: Improving the UMOT to Optimize the ZMOT; 12: The Six Pillars of Social Commerce: Understanding the Psychology of Engagement; Hear No Evil. See No Evil. Speak No Evil.; However, the truth is that new media did not ""invent"" conversations, experiences, or opinions.; The A.R.T. of Engagement; The Psychology of Social Commerce; Heuristic Number 1: Social Proof-Follow the Crowd; Heuristic Number 2: Authority-The Guiding Light; Heuristic Number 3: Scarcity-Less Is More; Heuristic Number 4: Liking-Builds Bonds and Trust; Heuristic Number 5: Consistency.