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Promiscuous Customers: Invisible Brand
 
 
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Promiscuous Customers: Invisible Brand [Paperback]

David Stoughton (Author)

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Book Description

December 15, 2001
Phones, TV's, PDA's, watches and even fridges are rapidly taking the place of the PC. Now Europe's proliferating channels and devices - plus its multiple cultures and languages - are writing tomorrow's rules. Part field book, part manifesto, and part behind-the-scenes expose, Promiscuous Customers, Invisible Brands is a practical guide which leads the reader through the cycle of strategy, specification, planning and implementation of an e-business. It balances crisp observation with just-in-time pragmatism, on a solid foundation of value and quality management.

Created by two of Britain's most experienced and visionary strategists, Promiscuous Customers, Invisible Brands provides the insights, the framework and the toolkit for confident, flexible management through the next wave of digital business.

Michael Bayler and David Stoughton are the founders and senior partners of The Value Partnership, the e-business strategy consultancy.

Editorial Reviews

Review

"For a readable, thought-provoking and challenging assessment of how to deliver value in digital markets, this is a recommended read." (European Centre for Customer Strategies, 21 February 2002)

From the Inside Flap

What's wrong with the Internet?

Customers on today's "Commoditised Internet" expect unprecedented levels of service: they are fickle and promiscuous.
Traditional branding makes matters worse, in a trading environment that is unsentimental and unforgiving.
If the interaction between customer and brand is unsatisfactory, the problems for business are far worse: the transparency of the market commoditises everything.

These are the causes of the near-collapse of business on the Internet. So how can we bring together value for the on-line customer with value for the enterprise, to create the profitable, sustainable business models of tomorrow? Michael Bayler and David Stoughton, two of Europe's most innovative strategic thinkers, deliver a sophisticated paradigm, the Marketspace, and a practical methodology, Modal Analysis, for businesses to build their future roles on a foundation of clear customer value.

Bayler and Stoughton turn today's philosophy of failure on its head, with critical new insights, such as:

"Stickiness" and "compelling content" are red herrings; meaning and trust are the two building blocks for customer satisfaction and loyalty.
Content is anything but King& the book rediscovers and defines the true value of information in digital trade.
On-line brands, far from being controllable corporate assets, are out-of-control, and visible.
The old mantras of channel, device and bandwidth make way for the new enablers: P2P, XML, mobile, always on and automation.
"Mind share" is redundant; automated digital services deliver the new Unconscious Loyalty, exposing e-CRM as a mere distraction.

Pulling no punches, telling you what went wrong and how to get it right next time, Promiscuous Customers: Invisible Brands is the new bible for success in digital markets.

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Inside This Book (learn more)
First Sentence:
Today's customers in digital markets are, like spoilt children, both fortified and frustrated by an impression of almost infinite choice. Read the first page
Key Phrases - Statistically Improbable Phrases (SIPs): (learn more)
promiscuous customer, marketspace environment, digital markets, invisible brand, customer mode, contact cycle, learning providers, channel owners, customer engagement, autonomous tasks, customer purpose, trust resources, product marketers, customer tasks, automated services, modal analysis, access characteristics, digital business, content owners, information owners
Key Phrases - Capitalized Phrases (CAPs): (learn more)
Revenue Cube, Second Wave, Audience Product Niche, Cycles of Customer Experience, Third Wave, World Wide Web, Customer Relationship Management, Harvard Business Review, Harvard Business School Press, Net Profit Europe
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