O'Reilly logo

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

Stay ahead with the world's most comprehensive technology and business learning platform.

With Safari, you learn the way you learn best. Get unlimited access to videos, live online training, learning paths, books, tutorials, and more.

Start Free Trial

No credit card required

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 ...

With Safari, you learn the way you learn best. Get unlimited access to videos, live online training, learning paths, books, interactive tutorials, and more.

Start Free Trial

No credit card required