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
Good judgment comes from experience, and experience comes from bad judgment.
By now you see that earning relevance requires much more than the adoption of the latest technologies or launching endeavors in the latest social or app flavor of the month.
In the last few chapters we learned the importance of user experience in product design and our overall channel strategies. It is through technology channels, though, that we reach customers in the moments of truth to favorably guide their journey. These channels aren’t selected arbitrarily. They are specifically chosen to serve a purpose, to meet a need, and to elicit a desired outcome.
With all of the technology options and opportunities facing your organization, where do you even start? Believe it or not, it is in this very moment where your strategy will earn its merit. Without matching technology ...