{"product_id":"wtf-whats-the-future-of-business-isbn-9781118456538","title":"WTF?: What's the Future of Business?","description":"\u003cp\u003e\"In today’s rapidly changing digital environment, Darwinism is alive and well. \u003ci\u003eWhat’s the Future of Business\u003c\/i\u003e doesn't just explore trends and theories; it introduces a dynamic, actionable path to transformation.\"\u003cbr\u003e —\u003ci\u003e\u003cb\u003eEvan Greene,\u003c\/b\u003e\u003c\/i\u003e CMO, The Recording Academy, Producers of the GRAMMY Awards\u003cbr\u003e \u003cb\u003e\u003cbr\u003e Rethink your business model to incorporate the power of \"user\" experiences \u003c\/b\u003e \u003c\/p\u003e \u003cp\u003e\u003ci\u003eWhat’s the Future of Business?\u003c\/i\u003e will galvanize a new movement that aligns the tenets of user experience with the vision of innovative leadership to improve business performance, engagement, and relationships for a new generation of consumerism. It provides an overview of real-world experiences versus \"user\" experiences in relation to products, services, mobile, social media, and commerce, among others. This book explains why experience is everything and how the future of business will come down to shared experiences. \u003c\/p\u003e \u003cul\u003e \u003cli\u003eAligns the tenets of user experience with the concepts of innovative leadership to improve business performance and engagement and to motivate readers to rethink business models and customer and employee relationships\u003c\/li\u003e \u003cli\u003eMotivates readers to rethink business models, products and services, marketing, and customer and employee relationships with desired experiences in mind\u003c\/li\u003e \u003cli\u003eBrian Solis is globally recognized as one of the most prominent thought leaders and published authors in new media, and is the author of \u003ci\u003eEngage!\u003c\/i\u003e and \u003ci\u003eThe End of Business as Usual!\u003c\/i\u003e \u003c\/li\u003e \u003c\/ul\u003e \u003cp\u003eDiscover how user experience design affects your business, and how you can harness its power for meaningful revenue growth\u003c\/p\u003e  \u003cp\u003e0 TOTAL RECALL 2\u003c\/p\u003e \u003cp\u003eThe Voice of the Empowered Customer 6\u003c\/p\u003e \u003cp\u003eAre You Experienced? 8\u003c\/p\u003e \u003cp\u003e\u003cb\u003e1 SORRY, WE’RE CLOSED: HOW TO SURVIVE DIGITAL DARWINISM 10\u003c\/b\u003e\u003c\/p\u003e \u003cp\u003eDisruptive Technology Is a Catalyst for Change, Not the Reason 15\u003c\/p\u003e \u003cp\u003e\u003cb\u003e2 THE JOURNEY OF BUSINESS TRANSFORMATION 18\u003c\/b\u003e\u003c\/p\u003e \u003cp\u003eThere’s a Hero in Every One of Us 21\u003c\/p\u003e \u003cp\u003eThe Great Myth of Technology 24\u003c\/p\u003e \u003cp\u003e\u003cb\u003e3 MEET THE NEW GENERATION OF CUSTOMERS . . . GENERATION C 26\u003c\/b\u003e\u003c\/p\u003e \u003cp\u003eWidening the View from Generation Y to Generation C 31\u003c\/p\u003e \u003cp\u003eDifferent Times Call for Different Measures 33\u003c\/p\u003e \u003cp\u003e\u003cb\u003e4 THE NEW CUSTOMER HIERARCHY 36\u003c\/b\u003e\u003c\/p\u003e \u003cp\u003eA New Era of Social Service: Promoting the Experiences of Customers 40\u003c\/p\u003e \u003cp\u003eThe Broken Link of Social Media Customer Service 44\u003c\/p\u003e \u003cp\u003eConnecting the Dots in Social Media to Improve Experiences 47\u003c\/p\u003e \u003cp\u003e\u003cb\u003e5 THE DIM LIGHT AT THE END OF THE FUNNEL 50\u003c\/b\u003e\u003c\/p\u003e \u003cp\u003eFunnel Vision: Without Awareness There Can Be No Consideration 54\u003c\/p\u003e \u003cp\u003eThe Cluster Funnel 55\u003c\/p\u003e \u003cp\u003e\u003cb\u003e6 THE ZERO MOMENT OF TRUTH 58\u003c\/b\u003e\u003c\/p\u003e \u003cp\u003e\u003cb\u003e7 THE ULTIMATE MOMENT OF TRUTH 66\u003c\/b\u003e\u003c\/p\u003e \u003cp\u003eThe Ultimate Moment of Truth 74\u003c\/p\u003e \u003cp\u003e\u003cb\u003e8 OPENING A WINDOW INTO NEW CONSUMERISM 78\u003c\/b\u003e\u003c\/p\u003e \u003cp\u003eDiscovery Disrupted 82\u003c\/p\u003e \u003cp\u003eOpening the Door to a New Generation of Connected Consumerism 83\u003c\/p\u003e \u003cp\u003eOpening the Windows to Digital Influence 86\u003c\/p\u003e \u003cp\u003e\u003cb\u003e9 THE DYNAMIC CUSTOMER JOURNEY 90\u003c\/b\u003e\u003c\/p\u003e \u003cp\u003e\u003cb\u003e10 INSIDE THE ELLIPSE: EMBARKING ON THE DYNAMIC CUSTOMER JOURNEY 98\u003c\/b\u003e\u003c\/p\u003e \u003cp\u003eFormulation (Stimulus) 104\u003c\/p\u003e \u003cp\u003ePrecommerce (Zero Moment of Truth) 106\u003c\/p\u003e \u003cp\u003eCommerce (First Moment of Truth) 109\u003c\/p\u003e \u003cp\u003ePostcommerce (Ultimate Moment of Truth) 112\u003c\/p\u003e \u003cp\u003e\u003cb\u003e11 IMPROVING THE UMOT TO OPTIMIZE THE ZMOT 118\u003c\/b\u003e\u003c\/p\u003e \u003cp\u003e\u003cb\u003e12 THE SIX PILLARS OF SOCIAL COMMERCE: UNDERSTANDING THE PSYCHOLOGY OF ENGAGEMENT 124\u003c\/b\u003e\u003c\/p\u003e \u003cp\u003eHear No Evil. See No Evil. Speak No Evil. 128\u003c\/p\u003e \u003cp\u003eThe A.R.T. of Engagement 129\u003c\/p\u003e \u003cp\u003eThe Psychology of Social Commerce 130\u003c\/p\u003e \u003cp\u003eHeuristic Number 1: Social Proof—Follow the Crowd 131\u003c\/p\u003e \u003cp\u003eHeuristic Number 2: Authority—The Guiding Light 132\u003c\/p\u003e \u003cp\u003eHeuristic Number 3: Scarcity—Less Is More 133\u003c\/p\u003e \u003cp\u003eHeuristic Number 4: Liking—Builds Bonds and Trust 134\u003c\/p\u003e \u003cp\u003eHeuristic Number 5: Consistency 135\u003c\/p\u003e \u003cp\u003eHeuristic Number 6: Reciprocity—Pay It Forward 136\u003c\/p\u003e \u003cp\u003e\u003cb\u003e13 THE IMPORTANCE OF BRAND IN AN ERA OF DIGITAL DARWINISM 138\u003c\/b\u003e\u003c\/p\u003e \u003cp\u003eBranding Is More Important Than Ever Before 144\u003c\/p\u003e \u003cp\u003eBrand Empathy: Always Improve Experiences 146\u003c\/p\u003e \u003cp\u003e\u003cb\u003e14 WHY USER EXPERIENCE IS CRITICAL TO CUSTOMER RELATIONSHIPS 148\u003c\/b\u003e\u003c\/p\u003e \u003cp\u003eThe CrUX of Engagement Is Intention and Purpose 153\u003c\/p\u003e \u003cp\u003eThe Experience RedUX 156\u003c\/p\u003e \u003cp\u003eUser Experience Becomes the Customer Experience: Principles and Pillars of UX 158\u003c\/p\u003e \u003cp\u003eMedium-alism Equals FaUX Engagement 159\u003c\/p\u003e \u003cp\u003eThe JUXtaposition of Empathy and Experience 161\u003c\/p\u003e \u003cp\u003e\u003cb\u003e15 INNOVATE OR DIE 162\u003c\/b\u003e\u003c\/p\u003e \u003cp\u003eCMOs Are at the Crossroads of Customer Transactions and Engagement 167\u003c\/p\u003e \u003cp\u003eThrough a Telescope, We Bring the World Closer—Through a Microscope, We See What Was Previously Invisible to the Naked Eye 168\u003c\/p\u003e \u003cp\u003eCustomer Engagement Is Not the Same as Conversations 172\u003c\/p\u003e \u003cp\u003eTen Priorities for Meaningful Business Transformation 176\u003c\/p\u003e \u003cp\u003eDisruptive Technology and How to Compete for the Future 180\u003c\/p\u003e \u003cp\u003e\u003cb\u003e16 THE DILEMMA’S INNOVATOR 184\u003c\/b\u003e\u003c\/p\u003e \u003cp\u003eInnovation Is Blindness: Why Innovation Is Fundamental to the Survival of Tomorrow’s Business . . . Today 188\u003c\/p\u003e \u003cp\u003eIn the Battle against Relevance versus Irrelevance: It’s Survival of the Fitting 191\u003c\/p\u003e \u003cp\u003e\u003cb\u003e17 THE HERO’S JOURNEY 196\u003c\/b\u003e\u003c\/p\u003e \u003cp\u003eThe Task Force, AKA Steering Committee 202\u003c\/p\u003e \u003cp\u003eThe Stages of Change 205\u003c\/p\u003e \u003cp\u003eThe Hero’s Journey 209\u003c\/p\u003e \u003cp\u003eStage 1: Inception 210\u003c\/p\u003e \u003cp\u003eStage 2: Tribulation 211\u003c\/p\u003e \u003cp\u003eStage 3: Transformation 212\u003c\/p\u003e \u003cp\u003eStage 4: Realization 213\u003c\/p\u003e \u003cp\u003eThank You 214\u003c\/p\u003e \u003cp\u003eNOTES 215\u003c\/p\u003e  \u003cp\u003e\u003cb\u003eBRIAN SOLIS\u003c\/b\u003e is globally recognized as one of the most prominent thought leaders in new media. A digital analyst, sociologist, and futurist, Solis has influenced the effects of emerging media on business and culture. He is Principal of Altimeter Group, a leading research-based advisory firm in Silicon Valley. He is the author of \u003ci\u003eEngage!\u003c\/i\u003e and \u003ci\u003eThe End of Business as Usual\u003c\/i\u003e, both from Wiley. His blog, BrianSolis.com, is among the world’s leading business strategy and marketing resources.   \u003c\/p\u003e\u003cp\u003eThe volume of emerging technologies can overwhelm the best of us. Yet it’s impacting business and society alike. In recent years, many top Fortune 500 companies have slipped out of contention as their business models failed to keep up in these turbulent times. Survival requires constantly adapting as your customers’ behavior changes. You need new systems, processes, and intentions in place to recognize disruption as it happens, assess new opportunities, and quickly test new ideas. \u003c\/p\u003e\u003cp\u003eIs your company equipped to change with your customers? Is it ready and able to create meaningful experiences that keep them hooked? If not, it’s time to recognize how customers are not only changing but also how they’re sharing experiences about you and your competition. This is where real transformation begins. \u003c\/p\u003e\u003cp\u003e\u003ci\u003eWhat’s the Future of Business?\u003c\/i\u003e is not a question—it’s an answer. It explains how experience design helps your business and how you can harness its power for business growth. This book introduces a new movement that aligns the tenets of user experience with innovation and leadership to improve business performance, engagement, and relationships for a new generation of consumerism. \u003ci\u003eWhat’s the Future\u003c\/i\u003e will also inspire you to rethink your business models, approach, and customer and employee relationships in order to create amazing, real-world experiences. \u003c\/p\u003e\u003cp\u003eYou’ll learn: \u003c\/p\u003e\u003cul\u003e\n\u003cli\u003eWhy experiences matter to your business\u003c\/li\u003e \u003cli\u003eWhy the future of business will come down to these shared experiences\u003c\/li\u003e \u003cli\u003eThe importance of brand in an era of Digital Darwinism\u003c\/li\u003e \u003cli\u003eHow to marry user and customer experience with business leadership\u003c\/li\u003e \u003cli\u003eWhy today’s designs (and thinking) are failing\u003c\/li\u003e \u003cli\u003eHow to design experiences around the four Moments of Truth\u003c\/li\u003e\n\u003c\/ul\u003e \u003cp\u003e\u003ci\u003eWhat’s the Future of Business?\u003c\/i\u003e teaches you how to start creating and nurturing incredible and shareable experiences for your customers from the moment your brand touches them. Learn how to craft experiences that mean something. The future of your business depends on it.\u003c\/p\u003e","brand":"Wiley","offers":[{"title":"Default Title","offer_id":47990511993061,"sku":"NP9781118456538","price":29.95,"currency_code":"USD","in_stock":false}],"thumbnail_url":"\/\/cdn.shopify.com\/s\/files\/1\/1842\/7735\/files\/9781118456538.jpg?v=1761788125","url":"https:\/\/k12savings.com\/es\/products\/wtf-whats-the-future-of-business-isbn-9781118456538","provider":"K12savings","version":"1.0","type":"link"}