CHAPTER 0
[TOTAL RECALL]
[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
Happiness is not something you experience, it’s something you remember.
—Oscar Levant
How do we ensure that our customers have an amazing customer experience? An intriguing question.
In the 1990 movie Total Recall, Douglas Quaid’s character visits “Rekall,” a company that helps people have experiences they wish they could have by implanting memories. For his vacation Quaid selects his dream experience, a trip to Mars with an added espionage package.
During his experience, Quaid is jolted awake carrying the experience back into the real world. It is later discovered that he really is the character he was hoping to become temporarily. Like Quaid, every customer desires a remarkable experience.
Why make customers cope with the ordinary?
Total Recall echoes the focus of this book and my day-to-day work. While implanting desirable experiences is not necessarily a metaphor ...
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