Introduction E-commerce = commerce
Attention is scarce
Customer centricity
The nature of purchase
New concepts introduced in this book
About me & FiveDOLPHINS
Structure of the book
Suggested action list
Where is the profit?
Digital evolution
Why customers prefer e-commerce
Why your webshop is not the Ultimate Sales Machine
Understanding site abandonment
Waiting for your bird to bark
Shop or platform?
Suggested action list
Reach Five challenges to your SEO value
Social media marketing
ROI of Facebook marketing
Conclusion
Suggested action list
Showcase interviews:
-Arjen de Leeuw
-Stephan Spoormakers
-Claudia van Zanten
Vocification
The key to success = information
Today's Customer Expectations
Customer flow
No Guts, no Glory
Collaboration and community
Conclusions
Suggested action list
In Action Interaction
Are you a sales tiger?
Activate customers
Show activity
Listen actively
Listen in order to educate
Listen in order to build value
Resolve Conclusion
Suggested action list
Augmented interaction
What is the power of questions online?
Why an effective sales story doesn't have a happy end
Value based customer engagement
Word of mouth
Human media
Throw a digital party Automation
AI versus AI
Conclusion
Suggested action list 8.
In Action
Interaction & FiveDOLPHINS
Customer centricity
The real cost of an email address
We love your team
Realtime Relevance Customer classification
Augmented Interaction
Customer activation
Engagement Conclusions
Suggested action list 9.
Summary
Sell in shop or trade on Platform?
Grow customer retention
How can I increase margins?
What about Facebook?
My favorite one-liners from this book
Bibliography
Acknowledgments for the illustrations
