Books by Josh Bernoff
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.
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 Nestle 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.
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Is Your Company EMPOWERED for Success? You know it's happening within your organization. Your people, armed with cheap, accessible technology, are connecting with customers and building innovative new solutions. But who are these creative problem-solvers? How can you be one? And just as important - how can you lead them?
We call them HEROes: highly empowered and resourceful operatives. Your company needs them because in the age of Twitter, iPhones, Facebook, YouTube, and an ever-evolving torrent of Web information, your customers now step up to the counter armed with more data and access than ever before, and in many cases, your company is overmatched.
In Empowered, Forrester's Josh Bernoff - coauthor of the pioneering book Groundswell - and Ted Schadler explain how to transform your company by unleashing the mighty force of these HEROes. Like John Bernier and Ben Hedrington at Best Buy, who built an army of 2,500 tweeting employees to reach out to customers online. Or Ross Inglis, who tapped into Internet computing resources to open an entirely new customer channel for Thomson Reuters. Or John Stadick, who equipped 600 sales staff with iPhones and boosted profits at his construction rental company.
The truth is, one in three of your information workers already use easily accessible technologies that your company does not sanction. Empowered gives you a prescription for embracing this covert innovation. At the heart of a HERO-powered business is a new pact between these critical employees, company managers, and the IT department: HEROes build new solutions to meet customer needs, management sets clear rules while encouraging more experimentation, and IT expands its role to both support and secure these business solutions. Fueled by data from Forrester Research, Empowered is packed with the business tools and information necessary to move your organization several steps ahead of the competition:
- Statistical analysis of the 16% of customers who account for 80% of the online influence
- The four-step IDEA process to transform customer-facing service, marketing, and mobile applications
- A tool to score HERO projects on value and effort, to offer guidance on which projects to support
- The HERO index: A scorecard of the industries and departments with the most - and the fewest - HEROes - Roadmaps for collaboration systems that stimulate and support HERO innovation
- The game plan for IT's new role as a key partner in technology ideas throughout the company
- Dozens of case studies and examples from firms in every industry, from retail to business services
Armed with an arsenal of exciting and valuable new technologies, your employees are already transforming the way you do business. You can lead them or block them - it's your choice. Empowered will help you make the right decision.BusinessEconomicsFinance