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Coll.$d00297105 959 $aBK 969 $aUMA 979 $aPASSARO$b90$c20110607$lUSA01$h1049 979 $aPASSARO$b90$c20110607$lUSA01$h1052 979 $aPASSARO$b90$c20110607$lUSA01$h1344 979 $aPASSARO$b90$c20110607$lUSA01$h1347 979 $aPASSARO$b90$c20110607$lUSA01$h1412 979 $aANNAMARIA$b90$c20131023$lUSA01$h1105 996 $aGiuliano imperatore filosofo neoplatonico$9246451 997 $aUNISA LEADER 04264nam 2200601 450 001 9910810706603321 005 20200520144314.0 010 $a1-119-01709-2 010 $a1-119-00420-9 010 $a1-322-19899-3 035 $a(CKB)3710000000372805 035 $a(SSID)ssj0001332688 035 $a(PQKBManifestationID)16036932 035 $a(PQKBTitleCode)TC0001332688 035 $a(PQKBWorkID)11377209 035 $a(PQKB)20966604 035 $a(DLC) 2014032067 035 $a(Au-PeEL)EBL1781843 035 $a(CaPaEBR)ebr10929303 035 $a(CaONFJC)MIL651179 035 $a(OCoLC)890531149 035 $a(CaSebORM)9781119004363 035 $a(MiAaPQ)EBC1781843 035 $a(EXLCZ)993710000000372805 100 $a20140919h20152015 uy 0 101 0 $aeng 135 $aurcnu|||||||| 181 $ctxt 182 $cc 183 $acr 200 10$aCustomer's new voice $eextreme relevancy and experience through volunteered customer information /$fJohn McKean 205 $a1st edition 210 1$aHoboken, New Jersey :$cJohn Wiley & Sons, Incorporates,$d2015. 210 4$dİ2015 215 $a1 online resource (346 pages) 300 $aBibliographic Level Mode of Issuance: Monograph 311 $a1-119-00232-X 311 $a1-119-00436-5 320 $aIncludes bibliographical references and index. 330 $aFind out how to reap the benefits of motivating and engaging the new, direct customer voice The Customer's New Voice shows businesses how to motivate and transform directly volunteered consumer knowledge into profitable insights, enabling a new echelon of marketing relevancy, customer experience, and personalization. With a deep look at the inner workings of how a modern generation of business innovators are tapping into the fresh opportunities with the customer's new voice, this book describes how businesses are transforming "inference-based" predictions of purchase intent with direct consumer knowledge of their actual intentions and buying context. The result: An untouchable/unprecedented level of offer relevancy, experience, and personalized service levels. Those offers range from the most basic app model of "Give me your physical location, we'll find the best Thai restaurant near you, and give you an instant coupon" to a more complex model such as an Electric utility value proposition: "We'll give you discounts to charge your Prius during certain times to help us optimize our grid efficiency while allowing Toyota to monitor and optimize your battery to enable Toyota's R&D and customer experience enhancement." Forty case studies detail proven approaches for directly engaging the new consumer, showing companies how to take advantage of rapidly evolving personal technology?smart phones, homes, vehicles, wearable technology, and Internet of Things?and the new sharing culture to collect the higher value "intentionally/ discretionarily" shared information. Readers gain access to a robust tool set including templates, checklists, tables, flow diagrams, process maps, and technical data schematics to streamline these new capabilities and accelerate implementation of these transformational techniques. Ninety percent of the data that businesses use to determine what they sell or how to personalize a customer experience results from consumers unintentionally volunteering "indirect" data; however, this type of data has less than 10 percent accuracy. This low effectiveness also necessitates up to 70 percent of a business's cost infrastructure. Direct consumer knowledge is now available and boasts up to 20-50 percent accuracy, yet businesses remain anchored in the old "indirect" competencies. 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