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Customer-Driven Transformation
Book

Customer-Driven Transformation

How Being Design-led Helps Companies Get the Right Services to Market

Kogan Page, 2018 más...


Editorial Rating

8

Qualities

  • Applicable
  • Well Structured
  • Concrete Examples

Recommendation

Consultants Joe Heapy, Oliver King and James Samperi combine decades of experience in applying the principles of design thinking to the creation of systems-based services for a better customer experience (CX). Along with 10 expert contributors, they offer a step-by-step, how-to guide to envisioning, building support for and running superior CX. Though repetitive, their example-rich, illustrated manual is useful for anyone who works on driving greater customer engagement and loyalty.

Take-Aways

  • Using design thinking to create a better customer experience (CX) saves you time and money while improving customer engagement and loyalty.
  • View customer experience holistically.
  • Organizations that offer the best CX take an “outside-in” approach.

About the Authors

Joe Heapy, Oliver King and James Samperi run Engine Service Design, a UK consulting firm. At Engine, the authors consult with organizations worldwide to help them apply design thinking to improve their customer experience systems.


Comment on this summary or Comenzar discusión

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    J. M. 4 months ago
    Great
  • Avatar
    M. N. 10 months ago
    approaching and loyality
  • Avatar
    M. A. 3 years ago
    approaching, engagement an Loyalty