LEADER 05588nam 2200757 a 450 001 9910808247703321 005 20230126204249.0 010 $a1-299-31478-3 010 $a1-118-45714-5 035 $a(CKB)2560000000100574 035 $a(EBL)947650 035 $a(OCoLC)818327398 035 $a(SSID)ssj0000834430 035 $a(PQKBManifestationID)11966449 035 $a(PQKBTitleCode)TC0000834430 035 $a(PQKBWorkID)10980620 035 $a(PQKB)11347878 035 $a(OCoLC)842854769 035 $a(DLC) 2012046222 035 $a(Au-PeEL)EBL947650 035 $a(CaPaEBR)ebr10674787 035 $a(CaONFJC)MIL462728 035 $a(CaSebORM)9781118457191 035 $a(MiAaPQ)EBC947650 035 $a(OCoLC)858949408 035 $a(OCoLC)ocn858949408 035 $a(EXLCZ)992560000000100574 100 $a20150303d2013 uy 0 101 0 $aeng 135 $aur|n|---||||| 181 $ctxt 182 $cc 183 $acr 200 10$aWhat's the future of business? $echanging the way businesses create experiences /$fBrian Solis 205 $a1st edition 210 $aHoboken, N.J. $cJohn Wiley & Sons$dc2013 215 $a1 online resource (x, 218 p.) 300 $aDescription based upon print version of record. 311 $a1-118-45719-6 311 $a1-118-45653-X 320 $aIncludes bibliographical references. 327 $aCopyright; 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 327 $aThere'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? 327 $aConnecting 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 327 $aOpening 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) 327 $aRole 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 327 $aHeuristic Number 6: Reciprocity-Pay It Forward 330 $aRethink 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 relationships for a new generation of consumerism. It provides an overview of real-world experiences versus ""user"" experiences in relation to products, services, mobile, social media, and commerce, among others. This book explains why experience is everything and how the future of business will come do 517 3 $aWhat is the future of business? 606 $aCustomer relations 606 $aCustomer services 606 $aSocial media 606 $aConsumers 615 0$aCustomer relations. 615 0$aCustomer services. 615 0$aSocial media. 615 0$aConsumers. 676 $a658.4/06 700 $aSolis$b Brian$01614928 801 0$bMiAaPQ 801 1$bMiAaPQ 801 2$bMiAaPQ 906 $aBOOK 912 $a9910808247703321 996 $aWhat's the future of business$94074350 997 $aUNINA