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008    200713s2014    xx      o     ||||0 eng d 
020    9781119004363|q(electronic bk.) 
020    |z9781119017097 
035    (MiAaPQ)EBC1781843 
035    (Au-PeEL)EBL1781843 
035    (CaPaEBR)ebr10929303 
035    (CaONFJC)MIL651179 
035    (OCoLC)890531149 
040    MiAaPQ|beng|erda|epn|cMiAaPQ|dMiAaPQ 
050  4 HF5415.5 -- .M3834 2015eb 
082 0  658.8343 
100 1  McKean, John S 
245 10 Customer's New Voice :|bExtreme Relevancy and Experience 
       Through Volunteered Customer Information 
250    1st ed 
264  1 Somerset :|bJohn Wiley & Sons, Incorporated,|c2014 
264  4 |c©2015 
300    1 online resource (346 pages) 
336    text|btxt|2rdacontent 
337    computer|bc|2rdamedia 
338    online resource|bcr|2rdacarrier 
505 0  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 
505 8  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 
505 8  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 
520    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 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.   
       Those offers range from the most basic app model of "Give 
       me your physical location, we'll find the best Thai 
       restaurant near you, and give you an instant coupon" to a 
       more complex model such as an Electric utility value 
       proposition: "We'll give you discounts to charge your 
       Prius during certain times to help us optimize our grid 
       efficiency while allowing Toyota to monitor and optimize 
       your battery to enable Toyota's R&D and customer 
       experience enhancement." Forty case studies detail proven 
       approaches for directly engaging the new consumer, showing
       companies how to take advantage of rapidly evolving 
       personal technology-smart phones, homes, vehicles, 
       wearable technology, and Internet of Things-and the new 
       sharing culture to collect the higher value "intentionally
       / discretionarily" shared information. Readers gain access
       to a robust tool set including templates, checklists, 
       tables, flow diagrams, process maps, and technical data 
       schematics to streamline these new capabilities and 
       accelerate implementation of these transformational 
       techniques.   Ninety percent of the data that businesses 
520 8  use to determine what they sell or how to personalize a 
       customer experience results from consumers unintentionally
       volunteering "indirect" data; however, this type of data 
       has less than 10 percent accuracy. This low effectiveness 
       also necessitates up to 70 percent of a business's cost 
       infrastructure. Direct consumer knowledge is now available
       and boasts up to 20-50 percent accuracy, yet businesses 
       remain anchored in the old "indirect" competencies. This 
       book helps companies integrate compelling sharing 
       motivators and controls for consumers to feel motivated 
       and safe about directly sharing their product and 
       experience desires, providing the ultimate market 
       advantage.   Learn how to catch up to the new digitalized 
       consumer Leverage direct consumer information from current
       megatrends Navigate privacy's current and future 
       metamorphosis Unlock the untapped value of Big Data's true
       enabler-Little Data   Parsing "incidentally" volunteered 
       data has been stagnant for decades due to the capabilities
       and expectations of a new generation of enabled consumers 
       The timeless reality is that any level of investment in 
       computing power, data, and analytics will never approach 
       their full ROI potential without interfusing the direct, 
       intentional insights from the consumer. If today's forward
       -thinking companies want to profitably engage the new 
       consumers, they must learn the secrets of motivating and 
       safeguarding this new potential of customer transparency. 
       The risks of not engaging these new consumer voices? 
       Irrelevancy and Silence. The Customer's New Voice shows 
       businesses how to fulfill the promise and caveat of the 
       new consumer: "If you make my life easier, reward me, and 
       respect my shared information: I will tell you my 
       secrets." 
588    Description based on publisher supplied metadata and other
       sources 
590    Electronic reproduction. Ann Arbor, Michigan : ProQuest 
       Ebook Central, 2020. Available via World Wide Web. Access 
       may be limited to ProQuest Ebook Central affiliated 
       libraries 
650  0 Customer relations.;Consumer behavior 
655  4 Electronic books 
700 1  Bachrach, Dan 
776 08 |iPrint version:|aMcKean, John S.|tCustomer's New Voice : 
       Extreme Relevancy and Experience Through Volunteered 
       Customer Information|dSomerset : John Wiley & Sons, 
       Incorporated,c2014|z9781119017097 
856 40 |uhttps://ebookcentral.proquest.com/lib/sinciatw/
       detail.action?docID=1781843|zClick to View