What is the Future of Commerce (WTF) By Brian Solis, Image credit: Guy Spier (instagram), author Education for Value Investors
I’m not sure how I missed this after all this time.my friend juan carlos giraldo published A compilation of 20 highlights after rereading, What is the Future of Commerce (WTF): Changing the way businesses create experiences.
Over the past few weeks, I’ve been hearing about digital and business leaders revisiting Fuck Or those encountering it for the first time.
It all makes me smile!
Here’s a fun fact, WTF isn’t on my roadmap for writing a book.following business as usualShannon Vargo at Wiley and I are working on X: Business meets design experienceShannon pointed out that the leap between the two books is very important. She suggested an e-book as a bridge between them.i pause writing xand continue to create Fuck.
Here’s the progress…
End of business: A new customer is emerging, and here’s how your business and leadership need to transform.
Fuck: Let’s take a look at the new digital and mobile-first customer journey to reimagine the “cluster funnel” and create something more dynamic, personal and intuitive.
X: Experience design in a hybrid world is the next frontier. Here’s how to design memorable, personalized, and meaningful experiences to rekindle customer relationships in a new world.
Fuck The exploration of new journeys and pivotal moments based on research was so important that the book went on to be printed.My friends at Mekanism designed this book (and x), We are here……
Here’s another fun fact. Fuck and x Designed to simulate mobile apps on paper for more intuitive reading. The book’s lessons are designed to be a user experience for the reader, as a meta-experience. We call them mock apps.
20 WTF lessons for a hybrid world
names not listed in order:
The future of business comes down to relevance and the ability to understand how technology affects decisions and behavior. Awareness of new opportunities and the ability to strategically adapt to them become a competitive advantage.
Humility is a gift, and it is needed now more than ever.
Just because a business is adopting new technologies doesn’t mean it’s creating meaningful, productive or measurable experiences.
Customer centricity starts with realizing that the customer experience is owned by the customer. That’s why I call CX “customer experience.”
Experience is the new “relationship”.
These moments of truth require research and definition when people research, read comments, tweets, and blog posts, ask and answer questions in the community, watch videos, and simply learn from the experiences of others. Think, “TikTok made me buy it.”
The best brands keep winning in this increasingly important “ultimate moment of truth.”When customers experience a product, from purchase, to unboxing/use, to service, and everything in between, they Feel those experiences. When they share these experiences with others, the next potential customer may follow their lead…to or away from you. When you’re not in the room, your customer experience and what they say shouldn’t come as a surprise. You have to design it based on what you want them to experience and share.
79% of consumers say they use their smartphones to help make decisions. Additionally, 70% of customers check product reviews before making a purchase.
You might think that because you have strong SEO and social presence on Facebook, Twitter, TikTok, Instagram, YouTube, you are doing what you need to do. But chances are, your customers are discovering solutions in ways and places that you might not. You must connect keywords and phrases to the places, what and who your customers discover as they seek and consider new solutions and results.
People can talk, so give them something to talk about. If you’re focused on creating memorable and shareable experiences, this is the opportunity for you.
Digital influence is extending beyond the digital screen, influencing business decisions both online and offline, especially in this new hybrid world.
Engagement is both an art and a science. Understanding the behavior of connected consumers requires the practice of working in the social sciences—from digital anthropology and psychology to sociology and ethnography.”
Quality products and services help drive loyalty. Good engagement sparks publicity. Underestimating the experience says everything about how much you value your customers. you get what you sow. You deserve to share experiences, good or bad. Design experiences that you want people to feel, remember and share.
“The power of peer-to-peer influence is perhaps at its greatest effect. Peer-driven word-of-mouth has always maintained a strong relationship between cause and effect. Now, influence is ubiquitous and it manifests itself in all forms of communication on all platforms. content.
Social media is more about social science than technology.
The brands that survive this era of economic turmoil will be the ones best positioned to grow as they recognize the need and opportunity to do so before their competitors. This is the correct side of digital Darwinism.
The main function of UX is to develop an architecture that creates pleasant, emotional and sensory experiences at every touchpoint, not only the design but the experience itself.
Disruptive technologies are continuous innovations that emerge without the expectation of introducing new capabilities or solutions, creating markets and value networks at the expense of existing markets and value networks.
Remember, growth and value creation are top priorities for most CEOs. Represent the voice of customers and speak the language of C-suite as you seek to innovate, transform and acquire new resources.
Disruptive innovations represent shifts in behavior and value creation.
