电子工业出版社-网上书店

本书内容主要围绕各个领域、各个行业的企业，需要从哪几个纬度去审视、鉴察其服务体系是否实现最佳用户体验，以及是否将用户为王的理念深植于企业文化中。如果还没有实现这些目标，企业该如何改进其旧有的思维模式和完善现有的工作流程。希望本书能为在未来十年可以创造奇迹或有精彩呈现的企业，提供一些应对互联网+时代生存挑战的实战指导以及企业在互联网+时代实现顺利转型的思维路线图。

第 1 章  互联网+时代：用户为王................................................................. 1 
用户跟你想的不一样··················································································2 
最佳用户体验是最高的投资回报······························································4 
赢得用户的捷径——简单、专注······························································7 
最佳用户体验的终极追求是舒适愉悦····················································10 
创新思维成就最佳用户体验····································································13 
感恩让最佳用户体验更完美····································································15 
第 2 章  快速回应是企业的本分................................................................. 20 
快速回应用户——别无选择····································································21 
走下企业神坛，走近用户········································································23 
及时回应是个好习惯················································································24 
哈佛大学危机管理原则············································································27 
快速回应的技巧与原则············································································50 
取缔余额宝风波案例回放········································································51 
积极回应，收获必丰················································································52 
不回应是最糟的回应················································································54 
第 3 章  营造网络舆情晴空......................................................................... 58 
网络时代企业舆情管理迫在眉睫····························································58 
互联网+时代的企业流程设计思路··························································75 
流程再造的应用与效果············································································79 
第 4 章  互联网+时代企业的数据挖掘与流程设计................................... 83 
数据挖掘是一种信仰················································································83 
信息恒久远，数据是关键········································································84 
用户数据是挖“痛点”的利器································································85 
数据洞察现在，更预见未来····································································88 
第 5 章  走在互联网+时代的红毯上........................................................... 91 
越简单，越卓越························································································93 
你有多懂你的用户····················································································97 
免费背后是奢华盛宴··············································································101 
第 6 章  有粉丝的产品才有未来...............................................................110 
如何获得忠实粉丝·················································································· 110 
因为参与，所以荣耀·············································································· 114 
互动激发粉丝活力·················································································· 117 
别因商业利益伤害用户··········································································120 
粉丝让企业更接地气··············································································120 
第 7 章  从商业生态圈到工业 4.0 ........................................................... 123 
用开放心态布局生态圈系统··································································124 
互联网生态圈的建设··············································································126 
阿里巴巴布局阿里生态圈······································································127 
苹果、谷歌高筑壁垒，进入生态圈争夺战··········································128 
个人全球化······························································································130 
工业 4.0 蓄势待发···················································································132 
第 8 章  手把手教你赢在互联网+时代.................................................... 138 
教你看懂互联网思维··············································································138 
顶层设计与底线思维··············································································140 
互联网+时代的特征················································································141 
传统企业借助互联网华丽转身······························································146 
车联网正在无声改变出行······································································148 
在线教育涌入百家争先··········································································149 
泛娱乐开始萌芽······················································································149 
结束语：拥抱无限互联的时代...................................................................... 151

推荐序 
在互联网+时代，人类的社会经济发展将发生突变，由原来的信息不对称，演变到人人可以快速找到、筛选、拥有、发布、分享与自己利益相关的信息，表达对企业产品或服务的“尖叫” 或“痛点”。换句话说，现在的消费者群体可以无情地“秒杀”那些不正规企业，也可以热烈地“点赞”名至名归的诚信品牌。 
美国一直是世界科技创新的先驱者，诸如苹果、谷歌、电子港湾、亚马逊等都是在“互联网+智慧应用”的广泛领域里，带领着挖掘用户的“痛点”，抢先将其转化成让用户“尖叫”的服务，以互利双赢的商业模式，锁住客户，持续成长。中国早期的淘宝、百度、腾讯、新浪，先是“仿真”谷歌、电子港湾、雅虎、推特，但中国的市场广、潜力大、人才多，在某些中国特色的应用方面，现在都已能自主创新或者超越美国的创始者了。 
作者用简易明了的分析和语法，阐述了在“互联网+智慧应用”的冲击之下，传统企业应如何转型升级，新兴企业应如何创新，才不会被时代淹没。英国撒切尔夫人曾说：“注意你的思想，因为它将变成言辞；注意你的言辞，因为它将变成行动；注意你的行动，因为它将变成习惯；注意你的习惯，因为它将变成性格；注意你的性格，因为它将决定你的命运”。 这是一本值得大众细细品味的好书。  
如果能协助许多企业家和政府领导人及时建立“互联网+智慧应用”的正确思想，推波助澜，群策群力，加强建设研发、投资、法治的中国“硅谷”环境，加速开发“以科技为人道”的智慧应用，才是激发大众创新创业的真正动力，也是对中国社会经济发展的真正贡献！

经济管理/电子商务、企业管理

大学刚毕业，就与一家世界500强的IT公司合作成立分销和金牌代理公司近十年的时间。十年间多次评选为“最佳合作伙伴”和“金牌服务商”，并获得这家世界500强公司多次嘉奖，同时还被评选为“优秀企业家”等荣誉称号！后又考取清华经管学院MBA，在清华大学修读完MBA课程后，又作为首席创始人在北京创办了企业管理咨询公司，并开创了通过互联网，让企业实现用最低成本解决企业问题的先河，即在线企业解决方案提供商。__eol__

作者用简易明了的分析和语法，阐述了在“互联网+智慧应用”的冲击之下，传统企业应如何转型升级，新兴企业应如何创新，才不会被时代淹没。英国撒切尔夫人曾说：“注意你的思想，因为它将变成言辞；注意你的言辞，因为它将变成行动；注意你的行动，因为它将变成习惯；注意你的习惯，因为它将变成性格；注意你的性格，因为它将决定你的命运”。 这是一本值得大众细细品味的好书。

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用户为王：互联网+时代的企业生存法则