McKean - Customers New Voice

The always connected digital lifestyle means consumers are continuously sharing information about their specific wants and desires. Is your business positioned to take advantage of this shift? The Customer's New Voice points the way with actionable information as to how your organization can confidently move forward.

Kathy Koontz, Associate Vice President, Customer Information Management, Nationwide Insurance

In the Customer's New Voice, McKean's astute insights force us to take a hard look at chasing customer mediocrity by only building information proxies of what's inside the customer's head. He creditably demonstrates that the most effective path toward driving tomorrow's profitably is not only by businesses answering questions about customers, but increasingly how businesses inspire customers to volunteer their own answers to business's questions.

Marc Teerlink, Chief Business Strategist, IBM Watson Group, IBM

The Customer's New Voice brings us the blunt reality that the most advanced technology or analytics will only reach a fraction of its full potential without integrating the insights that exist inside the heads of our customers. In the context of the new connected and sharing consumer, McKean clearly illustrates the steps taken by today's business innovators to inspire new levels of volunteered customer knowledge for the win/win of unprecedented levels of product relevancy and customer experience.

Dr. Mark Jeffery, Director of Technology Initiatives, Center for Research on Technology and Innovation at the Kellogg School of Management, Northwestern University

The consumer view of big data analytics is a critical perspective that is essential to the ultimate realization of the value potential made possible by today's information revolution. John's refreshing viewpoint on the empowerment of the individual in taking ownership and control of data assets is an indispensable read for anyone who wants to understand the future of big data analytic.

Stephen Brobst, Chief Technology Officer, Teradata Corporation

Customer generated information is mind boggling and the amount of insight available is growing at a far faster pace than businesses can process. That's why I love John's new book. The history of how we got here is intriguing, but the practical guide to what do I need to do today in invaluable. Driving change through an organization is no small feat. Having a roadmap to start with is priceless.

Joni Newkirk, CEO Integrated Insight; former Senior Vice President, Business Insight & ImprovementWalt Disney Parks and Resorts

In The Customer's New Voice John McKean has comprehensively documented the we economy of customers who are connected 24/7, never more than a click or a swipe away from your business. But don't even think about trying to compete if you don't have your customer's trust.

Don Peppers, Author, Thought Leader, Founding Partner, Peppers & Rogers Group

John McKean is a twenty-first century pioneer exploring the emerging personal data economy. The Customer's New Voice is a foray into the future of consumer interactions and reveals how your business can capitalize.

John Lovett, Senior Partner, Web Analytics Demystified, Former President, Digital Analytics Association and Sr. Analyst at Forrester Research

McKean's the Customer's New Voice is a thorough handbook for the paradigm shift with the consumer now in control! This book's cases and tool sets will guide navigation in the new digital economy with benefits based on currency minted in trust and respect.

Cathy Burrows, Director, Strategic Initiatives & Infrastructure at RBC (Royal Bank of Canada)

John McKean's concise and thoroughly researched the Customer's New Voice provides a detailed account of the history and current technology to which consumer's behaviour has been reactive, and less than predictable. Defining terms and new behaviours of those consumers and the models to which modern and next generation businesses will be expected to interact, in a candid and deep assessment of the next generation of consumer behaviour and business/systems requirements. Practical history, statistics, and examples are widely used, this book will become the Information Purveyors' bible of who/what/how, and should be on the desk of anyone who designs, implements, and interacts with consumer systems of any kind.

Michael McIntire, Distinguished Architect, TapJoy; former Chief Technology OfficerAnalytics Sears Holdings, Chief Architect User Data at Yahoo!, Chief Architect Data Warehousing at eBay.

In the Customer's New Voice, McKean makes clear our transition to a digital world doesn't change the fact that we seek and value advice from those we trust, and understand they must know usand what matters to usto provide it. This truth and McKean's roadmap for implementing it digitally will obsolete the nave view that massive investments in collecting and analyzing the digital bits and pieces of our lives we inadvertently leave behind can ever substitute for chosen, trusted and engaged relationships.

Dr. Blake Johnson, Management Science and Engineering, Stanford University

Supported by powerful facts and compelling statistics, the Customer's New Voice presents an insightful view of today's brave new world where consumers have sharing discretion over the most valuable dimensions of information that exists in the current business environment. McKean provides concrete examples of how businesses can transform their performance metrics by motivating this sharing while creating a safe and trusted sustainable sharing environment.

Klaas Wierenga, Senior Engineer, CTO (Chief Technology Officer) Office Enterprise Networking, Cisco Systems

What happens when the big-data-driven organization meets the info-empowered consumer? The Customer's New Voice will prepare you for the next big shift in company-consumer communication where the data marketplace becomes a two-way street moderated by data aggregation services, infomediaries, and personal data agents.

Jim Sterne, Founder, eMetrics Summit and Digital Analytics Association

I was inspired by reading McKean's new bookCustomer's New Voice as it clearly shows us the immense impact that can occur when customers and their volunteered insights are placed at the epicenter of any business with all information, processes and systems in place to empower the customer.

Darren Herman,VP of Content Services, Mozilla, Named in Top 25 Marketing Innovators and Thought Leaders by iMedia and named Media All Star by Media Post.

The Customer's New Voice brings much needed clarity to a topic that has long been regarded as mysterious: Understanding and acting on your customer's personal beliefs and preferences. McKean shows you how to engage your customers and act on their specific needs using straightforward analytics and communications.

David Sonnen, President, Integrated Spatial Solutions, Inc. Global AnalystGeospatial TechnologiesInternational Data Corporation, Member: Editorial Board MemberGeoWorld

Cover image: iStock.com/DrAfter123
Cover design: Wiley

Copyright 2015 by John McKean. All rights reserved.

Published by John Wiley & Sons, Inc., Hoboken, New Jersey.
Published simultaneously in Canada.

No part of this publication may be reproduced, stored in a retrieval system, or transmitted in any form or by any means, electronic, mechanical, photocopying, recording, scanning, or otherwise, except as permitted under Section 107 or 108 of the 1976 United States Copyright Act, without either the prior written permission of the Publisher, or authorization through payment of the appropriate per-copy fee to the Copyright Clearance Center, Inc., 222 Rosewood Drive, Danvers, MA 01923, (978) 75 0-8400, fax (978) 646-8600, or on the Web at www.copyright.com. Requests to the Publisher for permission should be addressed to the Permissions Department, John Wiley & Sons, Inc., 111 River Street, Hoboken, NJ 07030, (201) 748-6011, fax (201) 748-60 08, or online at http://www.wiley.com/go/permissions.