| Description |
1 online resource (346 pages) |
| Contents |
Customer's New Voice; Contents; Foreword; Preface: New Voice, New Competencies; Acknowledgments; PART I DAWN OF THE NEW CUSTOMER; CHAPTER 1 New Information Masters; Informed; Sharing; Mobile; Future Masters; Pragmatic but Digitally Aware; Digital Natives; Notes; CHAPTER 2 Power and Transparency; Absolute Power; New Transparency; Asynchronous Transparency; Synchronous Transparency; Death of B2C/C2B; Birth of C2W/W2C; Note; CHAPTER 3 Age of Sharing; Historical Sharing Tools; Sharing Statistics; Intentional versus Incidental; Value of Intent and Context; Science of Consumer Sharing |
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Why Consumers Share/Don't ShareWhy Is Sharing (Self-Disclosure) Important?; Fear of Missing Out; Social Validation; Ego; Social Comparison; Social Space Underpinning New Sharing Norm; What Consumers Share; Notes; PART II NEW VOICE INNOVATORS' WIN-WIN; CHAPTER 4 Yesterday's Indirect Information Model; Yesterday's Model; Legacy of Indirect Information; Privacy Not; Notes; CHAPTER 5 Emerging Customer's New Voice Business Information Model; Customer-Direct Information Model; Forces Driving New Voice Engagement; Customers Want Relevancy; Businesses Want Relevancy |
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Direct New Voice Navigates PrivacyDirect Competencies Required; Information/Value Exchange Competency; Direct Information Competency; Unlocking Consumers' Intent; Intent Continuum; Life of Intent and Context; Indirect Voice of Purchase Intent/Context; Sources; Display (Digital) Advertising Intent and Context Sources; Price of Inferred Intent and Context; Segmentation Uncertainty; Location-Based Intent and Content Sources; Location-Based Service Providers; Transaction Intent and Context Sources; Video Intent and Context Sources; Notes |
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CHAPTER 6 Today's Customer's New Voice Vertical Industry InnovatorsIndustry Innovators (Vertical); Automotive; Communications; Consumer Products; E-Commerce; Financial; Health; Insurance; Retail Stores; Technology (Consumer); Transportation; Utilities; Notes; CHAPTER 7 Horizontal Industry Innovators; Collaborative Consumption (Sharing Your Stuff); Quantified Self; Wearable Technology; Mobile Health; Internet of Things; Triangulated Personal Information; Sensor Technology; Virtual Reality; Augmented Reality; New Customer Information Industry (Consumer as Stakeholder); Software and Services |
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Contrasting the ApproachesThe Customer's Voice; Notes; CHAPTER 8 Practical Guide: How to Leverage the Customer's New Voice Today with Dr. David Schrader; Scenario 1: Jeff's Shopping Trip; Scenario 2: Jill's Grocery Shopping; Overview; Strategy; Marketing and Sales; Customer Service; Information Technology; Step-by-Step Processing Requirements; Architecture Changes; Notes; PART III ENGAGING TOMORROW'S NEW VOICE; Notes; CHAPTER 9 How Consumers Will Buy Tomorrow; Selling Reincarnated as Buying: New Buy/Sell Process; Search/Target; Find (Engage)/Inquiry Management; Negotiation; Transact; Welcome |
| Summary |
Find out how to reap the benefits of motivating and engaging the new, direct customer voice The Customer''s New Voice shows businesses how to motivate and transform directly volunteered consumer knowledge into profitable insights, enabling a new echelon of marketing relevancy, customer experience, and personalization. With a deep look at the inner workings of how a modern generation of business innovators are tapping into the fresh opportunities with the customer''s new voice, this book describes how businesses are transforming ""inference-based"" predictions of purchase intent with direct con |
| Notes |
Relationship Servicing |
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Print version record |
| Subject |
Customer relations.
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Consumer behavior.
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Consumer behavior
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Customer relations
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| Form |
Electronic book
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| ISBN |
9781119004202 |
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1119004209 |
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