{"product_id":"customers-new-voice-9781119002321","title":"Customers New Voice","description":"\u003cb\u003eBook Synopsis\u003c\/b\u003e\u003cbr\u003e\u003cb\u003eFind out how to reap the benefits of motivating and engaging the new, direct customer voice\u003c\/b\u003e  \u003cp\u003e\u003ci\u003eThe Customer''s New Voice\u003c\/i\u003e 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.\u003c\/p\u003e \u003cp\u003eThose 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 Electri\u003cbr\u003e\u003cbr\u003e\u003cb\u003eTable of Contents\u003c\/b\u003e\u003cbr\u003e\u003c\/p\u003e\u003cp\u003eForeword xv\u003c\/p\u003e \u003cp\u003ePreface: New Voice, New Competencies xix\u003c\/p\u003e \u003cp\u003eAcknowledgments xxi\u003c\/p\u003e \u003cp\u003e\u003cb\u003ePART I DAWN OF THE NEW CUSTOMER 1\u003c\/b\u003e\u003c\/p\u003e \u003cp\u003e\u003cb\u003eCHAPTER 1 New Information Masters 3\u003c\/b\u003e\u003c\/p\u003e \u003cp\u003eInformed 4\u003c\/p\u003e \u003cp\u003eSharing 4\u003c\/p\u003e \u003cp\u003eMobile 4\u003c\/p\u003e \u003cp\u003eFuture Masters 8\u003c\/p\u003e \u003cp\u003eNotes 12\u003c\/p\u003e \u003cp\u003e\u003cb\u003eCHAPTER 2 Power and Transparency 15\u003c\/b\u003e\u003c\/p\u003e \u003cp\u003eAbsolute Power 15\u003c\/p\u003e \u003cp\u003eNew Transparency 16\u003c\/p\u003e \u003cp\u003eNote 19\u003c\/p\u003e \u003cp\u003e\u003cb\u003eCHAPTER 3 Age of Sharing 21\u003c\/b\u003e\u003c\/p\u003e \u003cp\u003eHistorical Sharing Tools 21\u003c\/p\u003e \u003cp\u003eSharing Statistics 22\u003c\/p\u003e \u003cp\u003eIntentional versus Incidental 26\u003c\/p\u003e \u003cp\u003eValue of Intent and Context 29\u003c\/p\u003e \u003cp\u003eScience of Consumer Sharing 30\u003c\/p\u003e \u003cp\u003eNotes 42\u003c\/p\u003e \u003cp\u003e\u003cb\u003ePART II NEW VOICE INNOVATORS’ WIN?]WIN 45\u003c\/b\u003e\u003c\/p\u003e \u003cp\u003e\u003cb\u003eCHAPTER 4 Yesterday’s Indirect Information Model 47\u003c\/b\u003e\u003c\/p\u003e \u003cp\u003eYesterday’s Model 47\u003c\/p\u003e \u003cp\u003eLegacy of Indirect Information 50\u003c\/p\u003e \u003cp\u003ePrivacy Not 53\u003c\/p\u003e \u003cp\u003eNotes 57\u003c\/p\u003e \u003cp\u003e\u003cb\u003eCHAPTER 5 Emerging Customer’s New Voice Business\u003c\/b\u003e \u003cb\u003eInformation Model 59\u003c\/b\u003e\u003c\/p\u003e \u003cp\u003eCustomer?]Direct Information Model 59\u003c\/p\u003e \u003cp\u003eForces Driving New Voice Engagement 62\u003c\/p\u003e \u003cp\u003eDirect Competencies Required 66\u003c\/p\u003e \u003cp\u003eUnlocking Consumers’ Intent 71\u003c\/p\u003e \u003cp\u003eNotes 96\u003c\/p\u003e \u003cp\u003e\u003cb\u003eCHAPTER 6 Today’s Customer’s New Voice Vertical Industry Innovators 101\u003c\/b\u003e\u003c\/p\u003e \u003cp\u003eIndustry Innovators (Vertical) 101\u003c\/p\u003e \u003cp\u003eNotes 143\u003c\/p\u003e \u003cp\u003e\u003cb\u003eCHAPTER 7 Horizontal Industry Innovators 147\u003c\/b\u003e\u003c\/p\u003e \u003cp\u003eCollaborative Consumption (Sharing Your Stuff) 147\u003c\/p\u003e \u003cp\u003eQuantified Self 151\u003c\/p\u003e \u003cp\u003eWearable Technology 155\u003c\/p\u003e \u003cp\u003eMobile Health 156\u003c\/p\u003e \u003cp\u003eInternet of Things 166\u003c\/p\u003e \u003cp\u003eTriangulated Personal Information 168\u003c\/p\u003e \u003cp\u003eSensor Technology 168\u003c\/p\u003e \u003cp\u003eVirtual Reality 178\u003c\/p\u003e \u003cp\u003eAugmented Reality 179\u003c\/p\u003e \u003cp\u003eNew Customer Information Industry (Consumer as Stakeholder) 182\u003c\/p\u003e \u003cp\u003eThe Customer’s Voice 209\u003c\/p\u003e \u003cp\u003eNotes 210\u003c\/p\u003e \u003cp\u003e\u003cb\u003eCHAPTER 8 Practical Guide: How to Leverage the Customer’s New Voice Today with Dr. David Schrader 213\u003c\/b\u003e\u003c\/p\u003e \u003cp\u003eScenario 1: Jeff’s Shopping Trip 213\u003c\/p\u003e \u003cp\u003eScenario 2: Jill’s Grocery Shopping 214\u003c\/p\u003e \u003cp\u003eOverview 215\u003c\/p\u003e \u003cp\u003eStrategy 216\u003c\/p\u003e \u003cp\u003eMarketing and Sales 220\u003c\/p\u003e \u003cp\u003eCustomer Service 224\u003c\/p\u003e \u003cp\u003eInformation Technology 228\u003c\/p\u003e \u003cp\u003eNotes 233\u003c\/p\u003e \u003cp\u003e\u003cb\u003ePART III ENGAGING TOMORROW’S NEW VOICE 235\u003c\/b\u003e\u003c\/p\u003e \u003cp\u003eNotes 238\u003c\/p\u003e \u003cp\u003e\u003cb\u003eCHAPTER 9 How Consumers Will Buy Tomorrow 239\u003c\/b\u003e\u003c\/p\u003e \u003cp\u003eSelling Reincarnated as Buying: New Buy\/Sell Process 240\u003c\/p\u003e \u003cp\u003eAdvertising Inversion 245\u003c\/p\u003e \u003cp\u003eNotes 248\u003c\/p\u003e \u003cp\u003e\u003cb\u003eCHAPTER 10 New Privacy 249\u003c\/b\u003e\u003c\/p\u003e \u003cp\u003eGovernment\/Advocacy Personal Data Initiatives 251\u003c\/p\u003e \u003cp\u003ePivotal Personal Data Protection Initiatives 257\u003c\/p\u003e \u003cp\u003ePivotal Business Event Time Line 271\u003c\/p\u003e \u003cp\u003eNotes 275\u003c\/p\u003e \u003cp\u003e\u003cb\u003eCHAPTER 11 Future Consumer Data Ecosystem 277\u003c\/b\u003e\u003c\/p\u003e \u003cp\u003eConsumer as Information Stakeholder 277\u003c\/p\u003e \u003cp\u003eMature Consumer\/Business Information Sharing Models 278\u003c\/p\u003e \u003cp\u003eWalking through the Model 279\u003c\/p\u003e \u003cp\u003eThree Key Components Enabling the Personal Data Ecosystem 283\u003c\/p\u003e \u003cp\u003eFrameworks: The Major Ecosystem Governance Mechanism 284\u003c\/p\u003e \u003cp\u003eVolunteered Customer Information Service Characteristics 289\u003c\/p\u003e \u003cp\u003ePersonal Information as a Sovereign\/Monetized Asset 291\u003c\/p\u003e \u003cp\u003ePersonal Data Ecosystem 294\u003c\/p\u003e \u003cp\u003eNotes 304\u003c\/p\u003e \u003cp\u003eAbout the Author 305\u003c\/p\u003e \u003cp\u003eIndex 307\u003c\/p\u003e","brand":"John Wiley \u0026 Sons Inc","offers":[{"title":"Default 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