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
Nothing is a waste of time if you use the experience wisely.
The dynamics that govern the relationship between brands and customers are evolving. But even in this era of engagement and two-way conversations, shared experiences, and connected consumerism, the reality is that the relationship businesses hope to have with customers through these new devices, applications, or networks and their true state are not one and the same.1 In fact, it is woefully one-sided, and usually not to the advantage of customers.
Rather than examine the role new technologies and platforms can play in improving customer relationships and experiences, many businesses invest in “attendance” strategies where a brand is present in both trendy and established channels, but there’s no focus on defining meaningful experiences or ...