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November 13, 2008 Engage Gen Y Online With Immediacyby Bruce D. Temkin with Andrew McInnes, Rachel Zinser |
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This is an excerpt
Gen Y is a unique breed. Firms can't interact with these young consumers in the same way they do with older consumers. That's why Forrester identified four design approaches for reaching Gen Y online: immediacy, Gen Y literacy, individualism, and social interactivity. To examine best practices in one of these approaches, immediacy, we examined the online experiences of 20 large companies. Some good immediacy design practices we found: Old Navy features sneak peeks at new styles, T-Mobile presents an interactive plan selector on its home page, and Zappos adds a sense of urgency with inventory alerts. Customer experience professionals can start infusing immediacy by identifying the specific paths that Gen Yers take through their sites.
This is an excerpt
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eBusiness/eCommerce, Business-To-Consumer eCommerce, eBusiness/eCommerce Best Practices, eBusiness/eCommerce Strategy, Customer Experience, Social Computing & Web 2.0, Web Site Design, Marketing & Advertising, Interactive Marketing, Telecommunications Services, Mobile Services, Telecommunications Services By Region
Automotive, Automotive Customer Experience, Automotive Marketing, Consumer Industries, Consumer Technology, Consumer Telecommunications, Financial Services, Consumer Financial Services, Financial Services Customer Experience, Financial Services Marketing, Insurance, Retail, Consumer Retail & CPG, Retail Marketing