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Joe Heapy James Samperi Oliver King Customer-Drive
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eBay item number:235212472430
Item specifics
- Condition
- Brand New: A new, unread, unused book in perfect condition with no missing or damaged pages. See all condition definitionsopens in a new window or tab
- Book Title
- Customer-Driven Transformation
- Publication Name
- Customer-Driven Transformation
- Title
- Customer-Driven Transformation
- Subtitle
- How Being Design-led Helps Companies Get the Right Services to Ma
- Format
- Trade Paperback
- ISBN-10
- 0749483016
- EAN
- 9780749483012
- ISBN
- 9780749483012
- Publisher
- Kogan Page, The Limited
- Genre
- Business & Economics
- Release Date
- 03/07/2018
- Release Year
- 2018
- Language
- English
- Country/Region of Manufacture
- GB
- Item Height
- 0.4in
- Item Length
- 9.2in
- Item Width
- 6.1in
- Item Weight
- 12 Oz
- Publication Year
- 2018
- Type
- Textbook
- Topic
- Leadership, Customer Relations, Management, Organizational Development
- Number of Pages
- 216 Pages
About this product
Product Information
Transform your company's value proposition by using design thinking to instigate organizational change and create winning services with this actionable guide.
Product Identifiers
Publisher
Kogan Page, The Limited
ISBN-10
0749483016
ISBN-13
9780749483012
eBay Product ID (ePID)
239992720
Product Key Features
Format
Trade Paperback
Language
English
Topic
Leadership, Customer Relations, Management, Organizational Development
Publication Year
2018
Type
Textbook
Genre
Business & Economics
Number of Pages
216 Pages
Dimensions
Item Length
9.2in
Item Height
0.4in
Item Width
6.1in
Item Weight
12 Oz
Additional Product Features
Lc Classification Number
Hd58.8
Reviews
Being a disruptor or coping with disruption are the challenges all business leaders face. In Customer-Driven Transformation , the authors put a spotlight on the excuses that stop people building their path to success. This is a must-read for all contemporary managers., A really thorough book by well-informed authors, getting into the nitty-gritty of making service design happen in your organization., Delivering better services for customers can often feel like a daily battle within big organizations - but it's a battle worth having. This book provides you with all the tips, tools and techniques you need to instigate culture change outside of the design team., "This is an exceptional book. It's written in a pragmatic and action-oriented style, directed at "game changers" working in the field of services development and management, at a time where customer experience is key to creating lasting competitive advantage.", The design of the services we interact with each day is critical in the ever more competitive world of brands vying for our loyalty. And if those services stretch across a multitude of channels, the complexity of delivering customer delight consistently can become bewildering. Enter the experts! Engine Service Design has consistently proven the effectiveness of their solutions to complex problems, not only delivering great customer service but in adding tangible value to the brands they work with. Being able to get the inside line on their know-how is invaluable - and Customer-Driven Transformation the foundation stone to building great brand experiences., This book is grounded in reality - it provides a vision, as well as practical strategies, for companies to embed design-led change across their business., Finding a book that's filled with practical tips and stories from other customer experience leaders serves to reassure us that every organization's journey is unique and that we need to adapt. I wish I'd had this book 10 years ago., Design thinking effectively provides a structure - a scaffold -that shapes the process of service development and guides teams to effective, beautiful and desirable service provision. This book is an aide-memoire and a guide to a process. The end-user-centricity and the passion that it invokes are key. I will keep Customer-Driven Transformation by my side as a reference and a guide., This will be my go-to book whenever I'm shaping new customer experience initiatives. It is a how-to guide for any customer experience team in any industry. Brilliant., For anyone who seeks to improve their services, let this book be your design-led guide. It will enable you to truly transform your services by staging engaging, personal and memorable - even beautiful - experiences., Design's insight into customers' perspectives is the grit in the oyster that leads to great services. Here, Joe Heapy, Oliver King and James Samperi use their 20 years of experience at the forefront of applying design to services to help you understand the challenges and derive superb solutions. In the age of social media, shoddy services cannot survive; the distilled wisdom in this book will help you get the thumbs up, not the thumbs down.
Publication Name
Customer-Driven Transformation : How Being Design-Led Helps Companies Get the Right Services to Market
Table of Content
* Section - 00: Introduction; * Section - PART ONE: The challenges; * Section - 01: The challenge of outside-in; * Section - 02: The challenge of vision; * Section - 03: The challenge of fast and slow; * Section - 04: The challenge of emotion; * Section - 05: The challenge of distinctiveness; * Section - 06: The challenge of change; * Section - PART TWO: The skills; * Section - 07: Create a compelling vision; * Section - 08: Design your service beautifully; * Section - 09: Develop a clear value case; * Section - 10: Make it ready to build; * Section - 11: Create the right conditions; * Section - 12: Run engaging projects; * Section - 13: Think like a Designer; * Section - 14: Conclusion;
Copyright Date
2018
Lccn
2018-024735
Dewey Decimal
658.406
Intended Audience
College Audience
Dewey Edition
23
Illustrated
Yes
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eBay item number:235212472430
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