WTF?: What's the Future of Business? Changing the Way Businesses Create Experiences

by Solis, Brian

• ISBN13: 9781118456538
• ISBN10: 111845653X
• Edition: 1st
• Format: Hardcover
• Copyright: 2013-03-11
• Publisher: Wiley

Summary

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 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 e-book explains why experience is everything and how the future of business will come down to shared experiences. Aligns the tenets of user experience with the concepts of innovative leadership to improve business performance and engagement and to motivate readers to rethink business models and customer and employee relationships Motivates readers to rethink business models, products and services, marketing, and customer and employee relationships with desired experiences in mind Brian Solis is globally recognized as one of the most prominent thought leaders and published authors in new media, and is the author of Engage! and The End of Business as Usual! Discover how user experience design affects your business, and how you can harness its power for meaningful revenue growth.

Author Biography

BRIAN SOLIS is globally recognized as one of the most prominent thought leaders in new media. A digital analyst, sociologist, and futurist, Solis has influenced the effects of emerging media on business and culture. He is Principal of Altimeter Group, a leading research-based advisory firm in Silicon Valley. He is the author of Engage! and The End of Business as Usual, both from Wiley. His blog, BrianSolis.com, is among the world's leading business strategy and marketing resources.

Table of Contents

Chapter Zero: Total Recall

The Voice of the Empowered Customer

Are You Experienced

Chapter 1 Sorry, We’re Closed: How to Survive Digital Darwinism

Disruptive Technology is a Catalyst for Change not the Reason

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Chapter 2: The Journey of Business Transformation

There’s a Hero in Every One of Us

The Great Myth of Technology

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Chapter 3: Meet the New Generation of Customers…Generation C

Widening the view from Generation Y to Generation C

Different Times Call for Different Measures

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Chapter 4: The New Customer Hierarchy

A New Era of Social Service: Promoting the experiences of customers

The Broken Link of Social Media Customer Service

Connecting the Dots in Social Media to Improve Experiences

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Chapter 5: The Dim Light at the End of the Funnel

Funnel Vision: Without Awareness There Can be No Consideration

The Cluster Funnel

Chapter 6: The Zero Moment of Truth

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Chapter 7: The Ultimate Moment of Truth

The Ultimate Moment of Truth

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Chapter 8: Opening a Window into New Consumerism

Discovery Disrupted

Opening the Door to a New Generation of Connected Consumerism

Opening the Windows to Digital Influence

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Chapter 9: The Dynamic Customer Journey

Chapter 10: Inside the Ellipse: Embarking on the DCJ

1. Formulation (Stimulus)

2. Pre-Commerce (Zero Moment of Truth)

3. Commerce (First Moment of Truth)

4. Post-Commerce (Ultimate Moment of Truth)

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Chapter 11: Improving the UMOT to Optimize the ZMOT

Chapter 12: The 6 Pillars of Social Commerce: Understanding the psychology of engagement

Hear No Evil. See No Evil. Speak No Evil.

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

Heuristic Number 6: Reciprocity – pay it forward

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Chapter 13: The Importance of Brand in an Era of Digital Darwinism

Branding is More Important Than Ever Before

Brand Empathy: Always Improve Experiences

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Chapter 14: Why User Experience Is Critical To Customer Relationships

The CrUX of Engagement Is Intention and Purpose

The Experience RedUX

User Experience Becomes the Customer Experience: Principles and Pillars of UX

Mediumalism Equals FaUX Engagement

The JUXtaposition of Empathy and Experience

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