Customer's new voice : extreme relevancy and experience through volunteered customer information /

Customer's new voice : extreme relevancy and experience through volunteered customer information /

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Bibliographic Details
Author / Creator:McKean, John, 1956-
Imprint:Hoboken, New Jersey : Wiley, [2015]
Description:1 online resource
Language:English
Subject:
Customer relations.
Consumer behavior.
Consumer behavior
Customer relations
Format: E-Resource Book
URL for this record:http://pi.lib.uchicago.edu/1001/cat/bib/13625889
Hidden Bibliographic Details
ISBN:9781119004363
1119004365
9781119004202
1119004209
9781119002321
111900232X
9781119017097
1119017092
Notes:Includes bibliographical references and index.
Print version record and CIP data provided by publisher.
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."--
Other form:Print version: McKean, John, 1956- Customer's new voice. Hoboken, New Jersey : John Wiley & Sons, Inc., [2015] 9781119002321
Table of 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.

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