Customer's new voice extreme relevancy and experience through volunteered customer information
Find out how to reap the benefits of motivating and engaging the new, direct customer voice 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 experienc...
| Otros Autores: | |
|---|---|
| Formato: | Libro electrónico |
| Idioma: | Inglés |
| Publicado: |
Hoboken, New Jersey :
John Wiley & Sons, Incorporates
2015.
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| Edición: | 1st edition |
| Materias: | |
| Ver en Biblioteca Universitat Ramon Llull: | https://discovery.url.edu/permalink/34CSUC_URL/1im36ta/alma991009629792806719 |
Tabla de Contenidos:
- Intro
- Customer's New Voice
- Contents
- Foreword
- Preface: New Voice, New Competencies
- Acknowledgments
- PART I DAWN OF THE NEW CUSTOMER
- CHAPTER 1 New Information Masters
- Informed
- Sharing
- Mobile
- Future Masters
- Pragmatic but Digitally Aware
- Digital Natives
- Notes
- CHAPTER 2 Power and Transparency
- Absolute Power
- New Transparency
- Asynchronous Transparency
- Synchronous Transparency
- Death of B2C/C2B
- Birth of C2W/W2C
- Note
- CHAPTER 3 Age of Sharing
- Historical Sharing Tools
- Sharing Statistics
- Intentional versus Incidental
- Value of Intent and Context
- Science of Consumer Sharing
- Why Consumers Share/Don't Share
- Why Is Sharing (Self‐Disclosure) Important?
- Fear of Missing Out
- Social Validation
- Ego
- Social Comparison
- Social Space Underpinning New Sharing Norm
- What Consumers Share
- Notes
- PART II NEW VOICE INNOVATORS' WIN-WIN
- CHAPTER 4 Yesterday's Indirect Information Model
- Yesterday's Model
- Legacy of Indirect Information
- Privacy Not
- Notes
- CHAPTER 5 Emerging Customer's New Voice Business Information Model
- Customer-Direct Information Model
- Forces Driving New Voice Engagement
- Customers Want Relevancy
- Businesses Want Relevancy
- Direct New Voice Navigates Privacy
- Direct Competencies Required
- Information/Value Exchange Competency
- Direct Information Competency
- Unlocking Consumers' Intent
- Intent Continuum
- Life of Intent and Context
- Indirect Voice of Purchase Intent/Context
- Sources
- Display (Digital) Advertising Intent and Context Sources
- Price of Inferred Intent and Context
- Segmentation Uncertainty
- Location‐Based Intent and Content Sources
- Location‐Based Service Providers
- Transaction Intent and Context Sources
- Video Intent and Context Sources
- Notes.
- CHAPTER 6 Today's Customer's New Voice Vertical Industry Innovators
- Industry Innovators (Vertical)
- Automotive
- Communications
- Consumer Products
- E‐Commerce
- Financial
- Health
- Insurance
- Retail Stores
- Technology (Consumer)
- Transportation
- Utilities
- Notes
- CHAPTER 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)
- Software and Services
- Contrasting the Approaches
- The Customer's Voice
- Notes
- CHAPTER 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
- Step‐by‐Step Processing Requirements
- Architecture Changes
- Notes
- PART III ENGAGING TOMORROW'S NEW VOICE
- Notes
- CHAPTER 9 How Consumers Will Buy Tomorrow
- Selling Reincarnated as Buying: New Buy/Sell Process
- Search/Target
- Find (Engage)/Inquiry Management
- Negotiation
- Transact
- Welcome
- Relationship Servicing
- Relationship Development
- Manage Problems
- Manage Exits
- Re‐Engagement
- Advertising Inversion
- Evolution (and Inversion) of Today's Interactive Advertising Infrastructure
- Notes
- CHAPTER 10 New Privacy
- Government/Advocacy Personal Data Initiatives
- Government/Advocacy Personal Data Protection
- Pending U.S. Bills
- Data Breaches
- Pivotal Personal Data Protection Initiatives
- 2010 Federal Trade Commission Privacy Report
- 2010 Do Not Track
- 2011 Commercial Privacy Bill of Rights Act.
- 2012 EU Strictly Enforcing Cookie Directive
- 2012 U.S. Consumer Privacy Bill of Rights
- 2012 EU Data Protection Reform
- 2013 California Department of Justice Agreement
- 2013 UK's Enterprise and Regulatory Reform Bill with Midata Rights
- 2013 Network Advertising Initiative (NAI) Code of Conduct
- 2012 EU Commission Cloud Computing Report
- 2013 California Department of Justice's "Privacy on the Go"
- 2013 EU's Article 29 Data Protection Working Party Opinion
- 2013 UK's Internet Advertising Bureau (IAB)
- 2013 European Interactive Digital Advertising Alliance Campaign
- Pivotal Business Event Time Line
- Notes
- CHAPTER 11 Future Consumer Data Ecosystem
- Consumer as Information Stakeholder
- Mature Consumer/Business Information Sharing Models
- The Collaborative Data Landscape
- Personal Data Flows in an Ecosystem
- Walking through the Model
- Personal Zone
- Personal Zone Connects Individual to Organizations
- Infomediaries Work on the Individual's Behalf for Businesses/Markets
- Data Aggregators in the Personal Data Ecosystem
- Three Key Components Enabling the Personal Data Ecosystem
- Frameworks: The Major Ecosystem Governance Mechanism
- Governance Manages Risk
- Recap
- Volunteered Customer Information Service Characteristics
- Personal Information as a Sovereign/Monetized Asset
- Personal Data Ecosystem
- PDE Data Elements
- PDE Roles and Flows
- PDE Data Sovereignty and Interoperability
- New Customer's Voice Feeds New Business Intelligence
- Notes
- About the Author
- Index
- EULA.
