X: The Experience When Business Meets Design

图书标准信息

• 作者 Brian Solis 著
• 出版社 Wiley
• 出版时间 2015-10
• ISBN 9781118456545
• 定价 293.10元
• 装帧 其他
• 开本 其他
• 纸张 其他
• 页数 256页

【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.