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| Foreword | |
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| Preface | |
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| Introduction: Bringing Your Store to Your Customers | |
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| Your Customers are Speaking. are you Listening? | |
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| Retail 2.0 | |
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| Retail Leaders | |
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| Your World is Changing-are you? | |
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| Notes | |
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| Social Media | |
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| Definitions | |
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| Why Make Social Media Another Retail Channel? | |
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| Demographics-Not Just Kids! | |
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| Popular Social-Media Web Sites | |
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| Where to Focus | |
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| Today's Retailer Engagement | |
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| Notes | |
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| Mobility | |
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| Definitions | |
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| Smart Phones Change it all | |
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| Intersection of Social Media and Mobility | |
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| Retail has Breakthrough Opportunity | |
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| Applications for Mobile Leadership | |
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| Retail Mobile Innovators | |
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| Notes | |
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| Starbucks: It's the Experience! | |
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| Learning-Formulating-Innovating | |
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| Transforming Starbucks for the Future | |
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| My Starbucks Idea is Born | |
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| Finding out Where Customers are Hanging out | |
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| Starbucks Mobile | |
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| Digital Leadership | |
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| Notes | |
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| Zappos: "Your Culture is Your Brand" | |
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| Committed to "Wow'ing" Every Customer | |
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| A Vision to Embrace E-Commerce | |
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| Wow Service Online | |
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| An Early Leader in "Zocial Media" | |
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| "Zocial Media" is Pervasive | |
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| Mobility: The Next Channel | |
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| Delivering Happiness: A Path to Profits, Passion, and Purpose | |
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| Notes | |
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| Wet Seal: iRunway Steals the Teen Fashion Scene | |
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| Fast Fashion Takes Center Stage | |
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| Wet Seal's Fashion Community | |
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| Fashion-It's all Social | |
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| Mobile: Shop on the go | |
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| There's Gold in those Threads | |
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| Social + Mobile = A Game Changer | |
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| Farmville for Fashion | |
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| Notes | |
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| Macy's: Shooting for the Stars! | |
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| Two Great Brands | |
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| Macy's Strategy Refreshed | |
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| Engaging the Customer | |
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| Social Media is Fashionable | |
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| Mobile Macy's | |
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| Just the Beginning� | |
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| Notes | |
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| 1-800-Flowers.com: "Build a Relationship First-Do Business Second" | |
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| Going Undercover is Revealing | |
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| Planting the Seeds of Success | |
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| Beyond Flowers | |
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| Leveraging Social Commerce Through Technology | |
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| Social Media Blossoms | |
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| Mobile: App of the Year | |
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| Innovation is a Core Strategy | |
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| Notes | |
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| JCPenney: Digital Transformation | |
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| Building a Brand by "Winning Together" | |
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| From Big Book to Digital Leadership | |
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| Culture of Transparency | |
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| Social Ambassadors | |
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| JcPenney Loves Mobile | |
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| A Digital Future for a Traditional Player | |
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| Notes | |
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| Pizza Hut: Creating the Perfect Pizza-Digitally | |
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| Topping the Pizza Market | |
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| Building the Yum! Dynasty | |
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| Value Plus Favorites = A Winning Strategy | |
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| Enabling Global Knowledge Sharing | |
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| An Innovator in Social Media | |
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| The "Killer App for Your Appetite" | |
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| Branded! Through Social and Mobile Channels | |
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| Listening, Engaging, Exciting! | |
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| Notes | |
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| Best Buy: The Connected World | |
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| Growth Strategy | |
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| Cross-Channel: Meeting Customers Where they are | |
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| A Wiki Culture | |
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| Social Media: From the Inside Out! | |
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| A Web 2.0 Tool Kit is Born | |
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| The Hub for all Things Best Buy | |
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| Helping Mobile Customers "Shop, Learn, and Buy" | |
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| The Connected World, Take Two | |
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| Notes | |
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| Analyzing Value: Social Media | |
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| Getting Started | |
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| What's the Return? | |
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| Mining the Gold | |
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| Social-Media Analytics | |
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| Insights to Action | |
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| Notes | |
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| Conclusion: Take the Lead | |
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| Notes | |
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| Index | |