| Description |
1 online resource |
| Bibliography |
Includes bibliographical references and index. |
| Summary |
"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 consumer knowledge of their actual intentions and buying context. The result: An untouchable/unprecedented level of offer relevancy, experience, and personalized service levels."-- Unedited summary from book |
| Contents |
Machine generated contents note: pt. I DAWN OF THE NEW CUSTOMER -- ch. 1 New Information Masters -- Informed -- Sharing -- Mobile -- Future Masters -- Notes -- ch. 2 Power and Transparency -- Absolute Power -- New Transparency -- Note -- ch. 3 Age of Sharing -- Historical Sharing Tools -- Sharing Statistics -- Intentional versus Incidental -- Value of Intent and Context -- Science of Consumer Sharing -- Notes -- pt. II NEW VOICE INNOVATORS' WIN-WIN -- ch. 4 Yesterday's Indirect Information Model -- Yesterday's Model -- Legacy of Indirect Information -- Privacy Not -- Notes -- ch. 5 Emerging Customer's New Voice Business Information Model -- Customer-Direct Information Model -- Forces Driving New Voice Engagement -- Direct Competencies Required -- Unlocking Consumers' Intent -- Notes -- ch. 6 Today's Customer's New Voice Vertical Industry Innovators -- Industry Innovators (Vertical) -- Notes -- ch. 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) -- Customer's Voice -- Notes -- ch. 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 -- Notes -- pt. III ENGAGING TOMORROW'S NEW VOICE -- Notes -- ch. 9 How Consumers Will Buy Tomorrow -- Selling Reincarnated as Buying: New Buy/Sell Process -- Advertising Inversion -- Notes -- ch. 10 New Privacy -- Government/Advocacy Personal Data Initiatives -- Pivotal Personal Data Protection Initiatives -- Pivotal Business Event Time Line -- Notes -- ch. 11 Future Consumer Data Ecosystem -- Consumer as Information Stakeholder -- Mature Consumer/Business Information Sharing Models -- Walking through the Model -- Three Key Components Enabling the Personal Data Ecosystem -- Frameworks: The Major Ecosystem Governance Mechanism -- Volunteered Customer Information Service Characteristics -- Personal Information as a Sovereign/Monetized Asset -- Personal Data Ecosystem -- Notes. |
| Subject |
Customer relations.
|
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Consumer behavior.
|
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Consommateurs -- Comportement. |
|
Consumer behavior |
|
Customer relations |
| Other Form: |
Print version: McKean, John, 1956- Customer's new voice. Hoboken, New Jersey : John Wiley & Sons, Inc., [2015] 9781119002321 (DLC) 2014029363 |
| ISBN |
9781119004363 (electronic bk.) |
|
1119004365 (electronic bk.) |
|
9781119004202 (electronic bk.) |
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1119004209 (electronic bk.) |
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9781119002321 (cloth ; electronic bk.) |
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111900232X (cloth ; electronic bk.) |
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