CHAPTER 8
[OPENING A WINDOW INTO NEW CONSUMERISM]
TOTAL RECALL
SORRY, WE’RE CLOSED
THE JOURNEY OF BUSINESS TRANSFORMATION
MEET THE NEW GENERATION OF CUSTOMERS . . . GENERATION C
THE NEW CUSTOMER HIERARCHY
THE DIM LIGHT AT THE END OF THE FUNNEL
THE ZERO MOMENT OF TRUTH
THE ULTIMATE MOMENT OF TRUTH
[OPENING A WINDOW INTO NEW CONSUMERISM]
THE DYNAMIC CUSTOMER JOURNEY
INSIDE THE ELLIPSE: EMBARKING ON THE DCJ
IMPROVING THE UMOT TO OPTIMIZE THE ZMOT
THE SIX PILLARS OF SOCIAL COMMERCE
THE IMPORTANCE OF BRAND IN AN ERA OF DIGITAL DARWINISM
WHY USER EXPERIENCE IS CRITICAL TO CUSTOMER RELATIONSHIPS
INNOVATE OR DIE
THE DILEMMA’S INNOVATOR
THE HERO’S JOURNEY
It is good to learn what to avoid by studying the misfortunes of others.
—Publilius Syrus
Consumers are more informed than ever before. From the Zero Moment of Truth to the Ultimate Moment of Truth, consumers are taking control of their journey, discovering relevant information and making decisions their way in real time. To what extent are connected customers disrupting the current market and how fast will this grow over time? The answer is different for each business. But, the answer is there to uncover nonetheless. You just have to do the research. That’s where everything begins.
See, without analysis:
- There can be no insights.
- Without insights, relevant and meaningful strategies are elusive.
- Without strategy, there can be no return on investment (ROI).1
Behavior of connected consumers is not only changing, it’s opening and closing ...
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