CONTENTS
The Voice of the Empowered Customer
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
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
Chapter 6: The Zero Moment of Truth
Chapter 7: The Ultimate Moment of Truth
Chapter 8: Opening a Window into New Consumerism
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
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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