Note: Supplemental materials are not guaranteed with Rental or Used book purchases.
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What is included with this book?
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.
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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The New copy of this book will include any supplemental materials advertised. Please check the title of the book to determine if it should include any access cards, study guides, lab manuals, CDs, etc.
The Used, Rental and eBook copies of this book are not guaranteed to include any supplemental materials. Typically, only the book itself is included. This is true even if the title states it includes any access cards, study guides, lab manuals, CDs, etc.