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Brian Solis, one of the well known social media experts, had recently released his book titled, ai???Whatai??i??s the Future of Businessai???. In this book, he covers the importance of business as something that provides experience to the users more than giving a product or a service to the users. In the course of a chat with Social Media Today forum, he shares the reasons that made him write this book. Brian Solis talks about how shared experiences play a vital role in defining the relationships between the customers and the business owners.
He also talks about why he has taken up the subject of experience as the main factor that would drive businesses in future. He says that business owners think too much about innovative products and services but little about the experience or the emotions that consumers go through when they use the products or services. He also explains the terms the first moment of truth, second moment of truth, final moment of truth and the ultimate moment of truth that he had used in his book. Final moment of truth is the instance when a customer is about to make a purchase. The ultimate moment of truth is one where customers share their experiences with a particular product.
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