X: The Experience When Business Meets Design

作者: Brian Solis 著

出版社: Wiley

出版时间: 2015-10

ISBN: 9781118456545

定价: 293.10

装帧: 其他

开本: 其他

纸张: 其他

页数: 256页

分类: 外文古旧书>英文书>经济

Welcometoaneweraofbusinessinwhichyourbrandisdefinedbythosewhoexperienceit.Customerexperienceisthenewmarketinganditsalsooneofthehottesttrendsinbusinessrightnow.AlsoknownasCX，executives，strategists，andagenciesalikearelearningthatthedigitalcustomerisnotablydifferentthanthetraditionalcustomersbeforethem.Expectations，thetechnologytheyuse，howandwheretheymakedecisionsandwhatitistheyvalueisforcingstrategiststorethinkandredesignthecustomerjourneyforamultiscreenworld.Whilerifewithchallenges，CXrepresentsalife–savingopportunityforbusinessestoearnrelevanceamonganewgenerationofconnectedcustomers.Butwhatisanexperience?Believeitornot，itsmorethancreativemarketingorexceptionalcustomersupport.Anexperienceisaphysicalandemotionalconnectionbetweenbrandandcustomerthroughouttherelationshiplifecycle.Anexperienceisthebrandanditisaspirational.Anexperienceisagreatproduct，itspackaginganditsperformanceovertime.Anexperienceisdelightfulsalesandservice.AnexperienceiseverythingandanexperienceisintentionalbydesignTherealityisthatpeoplearegoingtohaveanexperience.Thequestionishaveweactuallydefinedwhatitisandwhatitshouldlooklike，feellike，andhowitenchantsoursensesandsensibilities?Ordoyoujustleaveittochance?Theproblemisthatexperiencestodayaredisjointedsimplybecauseeveryonehasadifferentanswertowhatanexperienceisorshouldbe.Andworse，peoplewholeadcustomerengagementacrossdifferenttouchpointsdontcollaborateorcommunicatetoday.Withoutdesign，experiencesareindeedlefttocoincidenceandtheresnoneed，benefitorgloryinhappenstance.Tocompeteforthefuture，toearnacompetitiveadvantageandtobuildrelevanceintomoremeaningfulandfruitfulrelationships，takesexperiencearchitecture.InhisnewbookX，BrianSolissharesmorethantheimportanceofexperience;heteachesreadershowtodesignadesired，meaningfulanduniformcustomerexperienceineverymomentoftruth.SolisintroducestheriseofexperiencearchitectureandhelpsreadersshiftfromareactivetoproactiveapproachtoCXthatborrowsinafunandinformativewayfromtheartandscienceof:UserExperience(UX)Human–CenteredDesignHollywoodStorytellingGameTheoryTransportationEngineeringStoryboardingApplesapproachtoexperiencearchitectureInX，Solisintroducesaframeworkthatwillhelpanyoneanswerthequestion"Whatisanexperience?"Business，meetdesign.
内容简介:
Welcometoaneweraofbusinessinwhichyourbrandisdefinedbythosewhoexperienceit.Customerexperienceisthenewmarketinganditsalsooneofthehottesttrendsinbusinessrightnow.AlsoknownasCX，executives，strategists，andagenciesalikearelearningthatthedigitalcustomerisnotablydifferentthanthetraditionalcustomersbeforethem.Expectations，thetechnologytheyuse，howandwheretheymakedecisionsandwhatitistheyvalueisforcingstrategiststorethinkandredesignthecustomerjourneyforamultiscreenworld.Whilerifewithchallenges，CXrepresentsalife–savingopportunityforbusinessestoearnrelevanceamonganewgenerationofconnectedcustomers.Butwhatisanexperience?Believeitornot，itsmorethancreativemarketingorexceptionalcustomersupport.Anexperienceisaphysicalandemotionalconnectionbetweenbrandandcustomerthroughouttherelationshiplifecycle.Anexperienceisthebrandanditisaspirational.Anexperienceisagreatproduct，itspackaginganditsperformanceovertime.Anexperienceisdelightfulsalesandservice.AnexperienceiseverythingandanexperienceisintentionalbydesignTherealityisthatpeoplearegoingtohaveanexperience.Thequestionishaveweactuallydefinedwhatitisandwhatitshouldlooklike，feellike，andhowitenchantsoursensesandsensibilities?Ordoyoujustleaveittochance?Theproblemisthatexperiencestodayaredisjointedsimplybecauseeveryonehasadifferentanswertowhatanexperienceisorshouldbe.Andworse，peoplewholeadcustomerengagementacrossdifferenttouchpointsdontcollaborateorcommunicatetoday.Withoutdesign，experiencesareindeedlefttocoincidenceandtheresnoneed，benefitorgloryinhappenstance.Tocompeteforthefuture，toearnacompetitiveadvantageandtobuildrelevanceintomoremeaningfulandfruitfulrelationships，takesexperiencearchitecture.InhisnewbookX，BrianSolissharesmorethantheimportanceofexperience;heteachesreadershowtodesignadesired，meaningfulanduniformcustomerexperienceineverymomentoftruth.SolisintroducestheriseofexperiencearchitectureandhelpsreadersshiftfromareactivetoproactiveapproachtoCXthatborrowsinafunandinformativewayfromtheartandscienceof:UserExperience(UX)Human–CenteredDesignHollywoodStorytellingGameTheoryTransportationEngineeringStoryboardingApplesapproachtoexperiencearchitectureInX，Solisintroducesaframeworkthatwillhelpanyoneanswerthequestion"Whatisanexperience?"Business，meetdesign.

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X: The Experience When Business Meets Design

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