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What's the Future of Business?: Changing the Way Businesses Create Experiences by Brian Solis

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CONTENTS

Business . . . Meet Design

Chapter 0: Total Recall

The Voice of the Empowered Customer

Are You Experienced?

Chapter 1: Sorry, We’re Closed: How to Survive Digital Darwinism

Disruptive Technology Is a Catalyst for Change, Not the Reason

Chapter 2: The Journey of Business Transformation

There’s a Hero in Every One of Us

The Great Myth of Technology

Chapter 3: Meet the New Generation of Customers . . . Generation C

Widening the View from Generation Y to Generation C

Different Times Call for Different Measures

Chapter 4: The New Customer Hierarchy

A New Era of Social Service: Promoting the Experiences of Customers

The Broken Link of Social Media Customer Service

Connecting the Dots in Social Media to Improve Experiences

Chapter 5: The Dim Light at the End of the Funnel

Funnel Vision: Without Awareness There Can Be No Consideration

The Cluster Funnel

Chapter 6: The Zero Moment of Truth

Chapter 7: The Ultimate Moment of Truth

The Ultimate Moment of Truth

Chapter 8: Opening a Window into New Consumerism

Discovery Disrupted

Opening the Door to a New Generation of Connected Consumerism

Opening the Windows to Digital Influence

Chapter 9: The Dynamic Customer Journey

Chapter 10: Inside the Ellipse: Embarking on the Dynamic Customer Journey

Formulation (Stimulus)

Precommerce (Zero Moment of Truth)

Commerce (First Moment of Truth)

Postcommerce (Ultimate Moment of Truth)

Chapter 11: Improving the UMOT to Optimize the ZMOT

Chapter 12: The Six Pillars of Social Commerce: Understanding ...

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