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

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CHAPTER 3

[MEET THE NEW GENERATION OF CUSTOMERS . . . GENERATION C]

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

We live in a time where brands are people and people are brands.

With every day that passes, Generation Y, also known as the Millennials, become far more important to the economy than we can realize. Generation Y is considered to be those individuals born in the early 1980s to 2000s. They’re important because a gap exists between how Gen Y communicates and connects and how businesses, educators, and governments approach them, and it’s widening. In this era of Digital Darwinism, a time when society and technology are evolving faster than many organizations can adapt, we must realize that customer landscapes are not only changing, they’re evolving beyond our grasp today.

Do leaders realize that although they act like they’re talking to customers they already know, they are in fact talking to strangers?

Without understanding ...

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