CHAPTER 3
[MEET THE NEW GENERATION OF CUSTOMERS . . . GENERATION C]
TOTAL RECALL
SORRY, WE’RE CLOSED
THE JOURNEY OF BUSINESS TRANSFORMATION
[MEET THE NEW GENERATION OF CUSTOMERS . . . GENERATION C]
THE NEW CUSTOMER HIERARCHY
THE DIM LIGHT AT THE END OF THE FUNNEL
THE ZERO MOMENT OF TRUTH
THE ULTIMATE MOMENT OF TRUTH
OPENING A WINDOW INTO NEW CONSUMERISM
THE DYNAMIC CUSTOMER JOURNEY
INSIDE THE ELLIPSE: EMBARKING ON THE DCJ
IMPROVING THE UMOT TO OPTIMIZE THE ZMOT
THE SIX PILLARS OF SOCIAL COMMERCE
THE IMPORTANCE OF BRAND IN AN ERA OF DIGITAL DARWINISM
WHY USER EXPERIENCE IS CRITICAL TO CUSTOMER RELATIONSHIPS
INNOVATE OR DIE
THE DILEMMA’S INNOVATOR
THE HERO’S JOURNEY
We live in a time where brands are people and people are brands.
With every day that passes, Generation Y, also known as the Millennials, become far more important to the economy than we can realize. Generation Y is considered to be those individuals born in the early 1980s to 2000s. They’re important because a gap exists between how Gen Y communicates and connects and how businesses, educators, and governments approach them, and it’s widening. In this era of Digital Darwinism, a time when society and technology are evolving faster than many organizations can adapt, we must realize that customer landscapes are not only changing, they’re evolving beyond our grasp today.
Do leaders realize that although they act like they’re talking to customers they already know, they are in fact talking to strangers?
Without understanding ...
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