Studying the impact of innovation on business and society

Experience

A New Era for Search: The Zero Moment of Truth is Now Defined by Shared Customer Experiences

A New Era for Search: The Zero Moment of Truth is Now Defined by Shared Customer Experiences

This is the story of when ZMOT met UMOT… Search is a natural step in the discovery process. In a web world, search engines offer a lens into a qualified and structured view to help online consumers focus and make informed decisions. With Google dominating search, marketers concentrated on improving search ranking through tried and true techniques to ensure that what they were marketing earned a coveted position in the likely search results a customer might consider clicking. Search is…

Live Your Brand the Way Your Customers Do

Live Your Brand the Way Your Customers Do

I recently spent some time with PRNews editor Steve Goldstein. As part of a fireside chat we’re doing at the upcoming 20/20 Summit in San Francisco, Steve asked a few questions that lead to a pretty deep conversation. I wanted to share it with you here. Digital Darwinism is Real: Compete for the Future (Compete for You) Now PR News: In your book “What’s the Future of Business?” you suggest that while it’s a good thing that companies are investing…

Stop Talking About Technology and Start Designing Experiences

As Joe Pine and Jim Gilmore wrote in the Experience Economy: Work Is Theater & Every Business a Stage, the future of business is less about products and more about creating experiences. That’s right. You’re no longer in the product business. Products are a by-product of experiences you set out to create. Products are also social objects that spark desirable relationships between you and customers and also among customers. The future of business is experiences. One year after launching What’s…

Build Experiences Not Just Products

Build Experiences Not Just Products

Music is the one thing that accompanies me on my journeys, experiences, as well as my adventures in writing. While earbuds deliver sound, they do not deliver the essence of the song, the waves of sound, nor the soul of the artist. At the same time, I have a hard time justifying the need to buy overly expensive headphones just to enjoy music the way it was written or meant to be heard. One day I was shopping for headphones…

Business Transformation: Why General Motors is Investing in Customer Experience

Business Transformation: Why General Motors is Investing in Customer Experience

As editorial director and conference producer of The Pivot Conference, I have the privilege to meet with the people who are bringing about real change inside organizations. During the 2013 conference, I had the chance to interview Dr. Rebecca Harris (@RebeccaHarrisDr), who leads the Social Media Center of Expertise at General Motors in Detroit. Her role is all about transformation and integration as she works across brands and around the world on social strategy, social tools, social processes, points-of-view on…

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