{"product_id":"wtf-whats-the-future-of-business-9781118456538","title":"WTF Whats the Future of Business","description":"\u003cb\u003eBook Synopsis\u003c\/b\u003e\u003cbr\u003e\u003cp\u003eIn today's rapidly changing digital environment, Darwinism is alive and well.\u003ci\u003eWhat's the Future of Business\u003c\/i\u003e doesn''t just explore trends and theories; it introduces a dynamic, actionable path to transformation.\u003cbr\u003e \u003ci\u003e\u003cb\u003eEvan Greene,\u003c\/b\u003e\u003c\/i\u003e CMO, The Recording Academy, Producers of the GRAMMY Awards\u003cbr\u003e \u003cb\u003e\u003cbr\u003e Rethink your business model to incorporate the power of user experiences\u003c\/b\u003e\u003c\/p\u003e \u003cp\u003e\u003ci\u003eWhat's the Future of Business?\u003c\/i\u003e 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 down to shared experiences.\u003c\/p\u003e \u003cul\u003e \u003cli\u003eAligns the tenets of user experience with the co\u003cbr\u003e\u003cbr\u003e\u003cb\u003eTable of Contents\u003c\/b\u003e\u003cbr\u003e\u003cp\u003e0 TOTAL RECALL 2\u003c\/p\u003e \u003cp\u003eThe Voice of the Empowered Customer 6\u003c\/p\u003e \u003cp\u003eAre You Experienced? 8\u003c\/p\u003e \u003cp\u003e\u003cb\u003e1 SORRY, WE’RE CLOSED: HOW TO SURVIVE DIGITAL DARWINISM 10\u003c\/b\u003e\u003c\/p\u003e \u003cp\u003eDisruptive Technology Is a Catalyst for Change, Not the Reason 15\u003c\/p\u003e \u003cp\u003e\u003cb\u003e2 THE JOURNEY OF BUSINESS TRANSFORMATION 18\u003c\/b\u003e\u003c\/p\u003e \u003cp\u003eThere’s a Hero in Every One of Us 21\u003c\/p\u003e \u003cp\u003eThe Great Myth of Technology 24\u003c\/p\u003e \u003cp\u003e\u003cb\u003e3 MEET THE NEW GENERATION OF CUSTOMERS . . . GENERATION C 26\u003c\/b\u003e\u003c\/p\u003e \u003cp\u003eWidening the View from Generation Y to Generation C 31\u003c\/p\u003e \u003cp\u003eDifferent Times Call for Different Measures 33\u003c\/p\u003e \u003cp\u003e\u003cb\u003e4 THE NEW CUSTOMER HIERARCHY 36\u003c\/b\u003e\u003c\/p\u003e \u003cp\u003eA New Era of Social Service: Promoting the Experiences of Customers 40\u003c\/p\u003e \u003cp\u003eThe Broken Link of Social Media Customer Service 44\u003c\/p\u003e \u003cp\u003eConnecting the Dots in Social Media to Improve Experiences 47\u003c\/p\u003e \u003cp\u003e\u003cb\u003e5 THE DIM LIGHT AT THE END OF THE FUNNEL 50\u003c\/b\u003e\u003c\/p\u003e \u003cp\u003eFunnel Vision: Without Awareness There Can Be No Consideration 54\u003c\/p\u003e \u003cp\u003eThe Cluster Funnel 55\u003c\/p\u003e \u003cp\u003e\u003cb\u003e6 THE ZERO MOMENT OF TRUTH 58\u003c\/b\u003e\u003c\/p\u003e \u003cp\u003e\u003cb\u003e7 THE ULTIMATE MOMENT OF TRUTH 66\u003c\/b\u003e\u003c\/p\u003e \u003cp\u003eThe Ultimate Moment of Truth 74\u003c\/p\u003e \u003cp\u003e\u003cb\u003e8 OPENING A WINDOW INTO NEW CONSUMERISM 78\u003c\/b\u003e\u003c\/p\u003e \u003cp\u003eDiscovery Disrupted 82\u003c\/p\u003e \u003cp\u003eOpening the Door to a New Generation of Connected Consumerism 83\u003c\/p\u003e \u003cp\u003eOpening the Windows to Digital Influence 86\u003c\/p\u003e \u003cp\u003e\u003cb\u003e9 THE DYNAMIC CUSTOMER JOURNEY 90\u003c\/b\u003e\u003c\/p\u003e \u003cp\u003e\u003cb\u003e10 INSIDE THE ELLIPSE: EMBARKING ON THE DYNAMIC CUSTOMER JOURNEY 98\u003c\/b\u003e\u003c\/p\u003e \u003cp\u003eFormulation (Stimulus) 104\u003c\/p\u003e \u003cp\u003ePrecommerce (Zero Moment of Truth) 106\u003c\/p\u003e \u003cp\u003eCommerce (First Moment of Truth) 109\u003c\/p\u003e \u003cp\u003ePostcommerce (Ultimate Moment of Truth) 112\u003c\/p\u003e \u003cp\u003e\u003cb\u003e11 IMPROVING THE UMOT TO OPTIMIZE THE ZMOT 118\u003c\/b\u003e\u003c\/p\u003e \u003cp\u003e\u003cb\u003e12 THE SIX PILLARS OF SOCIAL COMMERCE: UNDERSTANDING THE PSYCHOLOGY OF ENGAGEMENT 124\u003c\/b\u003e\u003c\/p\u003e \u003cp\u003eHear No Evil. See No Evil. Speak No Evil. 128\u003c\/p\u003e \u003cp\u003eThe A.R.T. of Engagement 129\u003c\/p\u003e \u003cp\u003eThe Psychology of Social Commerce 130\u003c\/p\u003e \u003cp\u003eHeuristic Number 1: Social Proof—Follow the Crowd 131\u003c\/p\u003e \u003cp\u003eHeuristic Number 2: Authority—The Guiding Light 132\u003c\/p\u003e \u003cp\u003eHeuristic Number 3: Scarcity—Less Is More 133\u003c\/p\u003e \u003cp\u003eHeuristic Number 4: Liking—Builds Bonds and Trust 134\u003c\/p\u003e \u003cp\u003eHeuristic Number 5: Consistency 135\u003c\/p\u003e \u003cp\u003eHeuristic Number 6: Reciprocity—Pay It Forward 136\u003c\/p\u003e \u003cp\u003e\u003cb\u003e13 THE IMPORTANCE OF BRAND IN AN ERA OF DIGITAL DARWINISM 138\u003c\/b\u003e\u003c\/p\u003e \u003cp\u003eBranding Is More Important Than Ever Before 144\u003c\/p\u003e \u003cp\u003eBrand Empathy: Always Improve Experiences 146\u003c\/p\u003e \u003cp\u003e\u003cb\u003e14 WHY USER EXPERIENCE IS CRITICAL TO CUSTOMER RELATIONSHIPS 148\u003c\/b\u003e\u003c\/p\u003e \u003cp\u003eThe CrUX of Engagement Is Intention and Purpose 153\u003c\/p\u003e \u003cp\u003eThe Experience RedUX 156\u003c\/p\u003e \u003cp\u003eUser Experience Becomes the Customer Experience: Principles and Pillars of UX 158\u003c\/p\u003e \u003cp\u003eMedium-alism Equals FaUX Engagement 159\u003c\/p\u003e \u003cp\u003eThe JUXtaposition of Empathy and Experience 161\u003c\/p\u003e \u003cp\u003e\u003cb\u003e15 INNOVATE OR DIE 162\u003c\/b\u003e\u003c\/p\u003e \u003cp\u003eCMOs Are at the Crossroads of Customer Transactions and Engagement 167\u003c\/p\u003e \u003cp\u003eThrough a Telescope, We Bring the World Closer—Through a Microscope, We See What Was Previously Invisible to the Naked Eye 168\u003c\/p\u003e \u003cp\u003eCustomer Engagement Is Not the Same as Conversations 172\u003c\/p\u003e \u003cp\u003eTen Priorities for Meaningful Business Transformation 176\u003c\/p\u003e \u003cp\u003eDisruptive Technology and How to Compete for the Future 180\u003c\/p\u003e \u003cp\u003e\u003cb\u003e16 THE DILEMMA’S INNOVATOR 184\u003c\/b\u003e\u003c\/p\u003e \u003cp\u003eInnovation Is Blindness: Why Innovation Is Fundamental to the Survival of Tomorrow’s Business . . . Today 188\u003c\/p\u003e \u003cp\u003eIn the Battle against Relevance versus Irrelevance: It’s Survival of the Fitting 191\u003c\/p\u003e \u003cp\u003e\u003cb\u003e17 THE HERO’S JOURNEY 196\u003c\/b\u003e\u003c\/p\u003e \u003cp\u003eThe Task Force, AKA Steering Committee 202\u003c\/p\u003e \u003cp\u003eThe Stages of Change 205\u003c\/p\u003e \u003cp\u003eThe Hero’s Journey 209\u003c\/p\u003e \u003cp\u003eStage 1: Inception 210\u003c\/p\u003e \u003cp\u003eStage 2: Tribulation 211\u003c\/p\u003e \u003cp\u003eStage 3: Transformation 212\u003c\/p\u003e \u003cp\u003eStage 4: Realization 213\u003c\/p\u003e \u003cp\u003eThank You 214\u003c\/p\u003e \u003cp\u003eNOTES 215\u003c\/p\u003e\n\u003c\/li\u003e\n\u003c\/ul\u003e","brand":"John Wiley \u0026 Sons Inc","offers":[{"title":"Default Title","offer_id":49406873731415,"sku":"9781118456538","price":19.54,"currency_code":"GBP","in_stock":true}],"thumbnail_url":"\/\/cdn.shopify.com\/s\/files\/1\/0817\/1739\/5799\/files\/9781118456538.jpg?v=1730497408","url":"https:\/\/bookcurl.com\/products\/wtf-whats-the-future-of-business-9781118456538","provider":"Book Curl","version":"1.0","type":"link"}