The Digital Innovation Playbook: Creating a Transformative Customer Experience

Full Description

A complete and practical road map to achieving unprecedented business success through digital innovation excellence.
In this breakthrough book, world-renowned innovation strategist Nicholas J. Webb uncovers the secrets of the world’s best innovators. And what he found is that there is a new phenomenon that he calls “Digital Innovation” which is sweeping the world. In this powerful book, Webb clearly defines innovation as “the process of delivering exceptional value through active listening.”

His case studies show how great organizations like Kodak, IndyCar, U.S. Army, and Southwest Airlines have used Digital Innovation to drive colossal success. Webb also discusses how Dell Computers has set up their own Digital Command Center to monitor over 70,000 keywords in over 11 languages to listen, to learn, and to ultimately invent world-class technologies. He predicts that Digital Innovation will replace the term Open Innovation and that ultimately every successful organization in the world will hire a Chief Listening Officer (CLO).

Demystifies the hyper-complex world of Digital Innovation
Presents comprehensive case examples of how organizations both large and small have deployed Digital Innovation methodologies to grow both sales and profit
Shows how organizations are using digital media, Web 2.0, and social media to connect to their customer communities and internal stakeholders alike
With free online training that will help you put theory into practice, The Digital Innovation Playbook prepares you to implement a Digital Innovation culture into your corporate life.

Whether you want them or not, there’s a vast, untapped pool of naturally occurring conversations going on about your company right now. Is your business just taking it all in . . . or is it making the most of its digital media to actively listen back, and join in the conversation?

Written by successful innovator Nicholas J. Webb—who haspioneered more than 300 innovations and been awarded more than thirty-five patents by the U.S. Patent Office—The Digital Innovation Playbook explores what digital media is really about for today’s businesses (hint: it’s all about the customer, beginning to end), demystifying the complex world of digital innovation so you can turn listening observations into meaningful innovations.

Ready to engage your customers in ways that keep them coming back—and spreading the good word about your brand while they’re at it? Take a look inside The Digital Innovation Playbook and discover:

The secret of listening well in the digital community to generate true customer value
How to cull the best information for your innovations from your digital communityThe power of digital direct marketing to boost marketing ROI and increase profits
The revolutionary RealOpen diagnostic chart for incredible success through a customer experience focus

Additional information




Nicholas J. Webb

Publication Date



288 pages