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Author McKean, John, 1956-

Title Customer's new voice : extreme relevancy and experience through volunteered customer information / John McKean.

Publication Info. Hoboken, New Jersey : Wiley, [2015]


Location Call No. OPAC Message Status
 Axe Books 24x7 Business E-Book  Electronic Book    ---  Available
Description 1 online resource
text txt rdacontent
computer n rdamedia
online resource nc rdacarrier
Bibliography Includes bibliographical references and index.
Note 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."-- 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.
Consumer behavior.
BUSINESS & ECONOMICS -- Industrial Management.
BUSINESS & ECONOMICS -- Management Science.
BUSINESS & ECONOMICS -- Organizational Behavior.
Consumer behavior. (OCoLC)fst00876238
Customer relations. (OCoLC)fst00885533
Genre/Form Electronic books.
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.)
1119004209 (electronic bk.)
9781119002321 (cloth ; electronic bk.)
111900232X (cloth ; electronic bk.)
Standard No. AU@ 000053643869
CHBIS 010259820
CHNEW 000943420
CHVBK 325942773
CHVBK 480236437
DEBBG BV042744400
DEBBG BV043397030
GBVCP 814847765
NZ1 15909347

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