Mobile has reprogrammed your customers' brains. Your customers now turn to their smartphones for everything. What's tomorrow's weather? Is the flight on time? Where's the nearest store, and is this product cheaper there? Whatever the question, the answer is on the phone. This Pavlovian response is the mobile mind shift -- the expectation that I can get what I want, anytime, in my immediate context. 
 Your new battleground for customers is this mobile moment -- the instant in which your customer is seeking an answer. If you're there for them, they'll love you; if you're not, you'll lose their business. Both entrepreneurial companies like Dropbox and huge corporations like Nestlé are winning in that mobile moment. Are you? 
 Based on 200 interviews with entrepreneurs and major companies across the globe, The Mobile Mind Shift is the first book to explain how you can exploit mobile moments. You'll learn how to: - Find your customer's most powerful mobile moments with a mobile moment audit. - Master the IDEA Cycle, the business discipline for exploiting mobile. Align your business and technology teams in four steps: Identify, Design, Engineer, Analyze. - Manufacture mobile moments as Krispy Kreme does -- it sends a push notification when hot doughnuts are ready near you. Result: 500,000 app downloads, followed by a double-digit increase in same-store sales. - Turn one-time product sales into ongoing services and engagement, as the Nest thermostat does. And master new business models, as Philips and Uber do. Find ways to charge more and create indelible customer loyalty. - Transform your technology into systems of engagement. Engineer your business and technology systems to meet the ever-expanding demands of mobile. It s how Dish Network not only increased the efficiency of its installers but also created new on-the-spot upsell opportunities.
 Mobile is rapidly shifting your customers into a new way of thinking. You'll need your own mobile mind shift to respond.

The Mobile Mind Shift: Engineer Your Business to Win in the Mobile Moment

Computers & Technology

Ted Schadler

Josh Bernoff

Julie Ask

Internet & Social Media

Groundswell Press

"Since Groundswell was published in April of 2008, two things have happened: The global economy has gone into the dumper; and at the same time, marketers have fallen in love with social technologies." So states author Josh Bernoff in his introduction to Marketing in the Groundswell, which offers vital information that everyone involved in marketing or in communicating with customers' needs to know. The book includes three core chapters from the original bestseller that focus on market research, marketing, and spreading word-of-mouth among your best customers. Sure, you already know that customers are writing about your products on blogs or talking about your brand on Twitter and Facebook. Now, turn that interest into opportunity and profit.In these economic times, marketers like you are increasing their investment in social technologies, while cutting back on more traditional expenses. Why? Because they work--no matter the economic climate. Marketing in the Groundswell shows you how you can build social applications, measure their results, and use the social technology movement to your company's advantage

Groundswell: Winning in a World Transformed by Social Technologies

Business & Money

Charlene Li

Industries

Harvard Business Press

Named one of the Best Business Books 2019 by strategy+business, The Age of Intent guides readers through the challenges of using AI to improve customer experience. Have you ever wished that every company you interacted with could just know what you wanted and go get it for you? That when you picked up the phone or opened a chat window that the company would use what it knew about you to anticipate your needs? We are on the verge of a future just like that. The age of intent is a world where the smartest of chatbots-virtual agents-are powered by artificial intelligence (AI) and connected to a customer's complete past history. These virtual agents can anticipate just what a customer is looking for, answering questions through chat, on the phone, and through smart speakers like Amazon's Alexa. They'll transform the business world with efficient, scalable service that's available 24/7 and gets smarter every day. In these pages you'll learn about the companies that have used virtual agents to deliver a superior customer experience. You'll see how: <ul>
<li>Auto rental company Avis Budget used virtual agents to automate 68% of service calls, saving millions of dollars every year.</li> <li>Danish bank Nordea's virtual agent Nova identified thousands of intents, handled 20,000 conversations a month, and reduced emails and calls by 25%.</li> <li>Satellite operator Dish Network's agent DiVA responded to 4 million queries a year and helped meet surging demand for pay-per-view events.</li> <li>Restaurant chain TGI Fridays used a Facebook Messenger chatbot to boost take-out orders by $150 million a year.</li> <li>Butterball ported its Turkey Talk-Line to Amazon's Alexa smart speaker, serving 20,000 customers in the reassuring voices of its most trusted turkey advisors.</li> </ul>
P.V. Kannan, the leader of the standout customer experience technology firm [24]7.ai, shares his expertise here on how and why virtual agent rollouts succeed-or fail. He explains how to architect key information systems, overcome corporate resistance and bad practices, and analyze customer journeys to make virtual agents maximally effective. You'll learn why selling through conversational commerce is especially challenging, smart speaker platforms are tantalizing but limited, and the best virtual agent systems work hand-in-hand with human support agents. Virtual agents will usher in the biggest change in how companies interact with consumers since the web. They'll increase efficiency even as they improve customer experience. This is a technology shift you don't want to miss out on . . . and The Age of Intent is the best place to get smart about it.

The Age of Intent: Using Artificial Intelligence to Deliver a Superior Customer Experience

P.V. Kannan

Computer Science

Amplify

“If you’re serious about writing a business book that matters, then look no further.” —Daniel H. Pink, #1 New York Times bestselling author of When, Drive, and To Sell Is Human 
ENDORSED BY MORE THAN 50 SUCCESSFUL BUSINESS AUTHORS 
Your brain burns with a powerful idea worth sharing. Could writing a business book spread that idea, create real change, and launch your career on the path to visibility and influence? 
Definitely. But don’t start by piling up words. Instead focus on the story. What urgent problem does your reader face? How can they solve it? And what journey must your reader take as you guide them from confusion to understanding, action, and success? 
Build a Better Business Book is the first accessible and comprehensive guide for authors who want to create impact. Josh Bernoff, a bestselling author, veteran editor, and insightful writing coach with decades of experience on 45 successful book projects, explains the systematic way to refine your idea and then research, write, publish, and promote a book that matters. Learn how to: Build your book not just from ideas but from people and their compelling stories — and how you can research and tell those stories. Write a first chapter that creates powerful motivation by emotionally connecting with readers. Select among the three major publishing models — traditional, self-publishing, and “hybrid” — on the axes of speed, cost, and influence. Plan your book as a project, then efficiently execute on that plan with a low-stress, high potency tool: the fat outline. Structure chapters that no reader can put down. Collaborate with coauthors, editors, and ghost writers without excessive bloodshed. Promote your book to maximize your sales, revenue, and influence. 
Josh Bernoff’s book projects have generated over $20 million for their authors. This guide includes results of an extensive author survey and secrets from interviews with successful business authors like Jay Baer, Laura Gassner Otting, Phil M. Jones, Joe Pulizzi, and Scott Stratten. 
Don’t waste valuable energy without accomplishing your goals. Construct your business book as a compelling story, and you won’t just get your words in print. You’ll create change in the minds of your readers. And that is the first step to making a meaningful impact on the world.

Build a Better Business Book: How to Plan, Write, and Promote a Book That Matters. A Comprehensive Guide for Authors

Business Development & Entrepreneurship

Amplify Publishing

TODAY'S CONSUMERS WANT EVERYTHING. YOU SHOULD GIVE IT TO THEM. Marketers face a paradox. Consumers expect your brand to know everything about them-who they are, what they want, and why-and to deliver it at the exact moment they need it. But ad saturation and inbox clutter make them resent everything marketers do. In this environment, traditional approaches just won't cut it. Marketing to these entitled consumers demands a new strategy: consumer-first marketing. And this book, featuring a foreword by NFL Hall of Famer Steve Young, is the first to lay out how to do it.
Based on focus groups and surveys with 7,000 consumers, combined with the authors' experience with hundreds of brands, Marketing to the Entitled Consumer shows you everything you need to apply consumer-first marketing in your organization. You'll learn which data to collect-from purchase histories to pollen counts-and how to deploy it consistently across online, mobile, and real-world channels. You'll see how to build consumer connections that cut through the clutter with the three Rs: reciprocal value, relevance, and respectful empathy. You'll even get a roadmap on how to win over your fellow marketers and the rest of your company. 
 Read the book that the legendary marketing thinker Don Peppers called "a warning shot across the bow of traditional marketing." Then get to work. Your entitled consumers are ready for a new approach...are you?

Marketing to the Entitled Consumer: How to Turn Unreasonable Expectations into Lasting Relationships

Nick Worth

Dave Frankland

Marketing & Sales

Mascot Books

Writing Without Bullshit: Boost Your Career by Saying What You Mean (Chinese Edition)

Health, Fitness & Dieting

Hunan literature and Art Publishing House

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Books by Josh Bernoff