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The Experience-Centric Organization
Book

The Experience-Centric Organization

How to Win Through Customer Experience

O'Reilly, 2019 más...


Editorial Rating

6

Qualities

  • Analytical
  • Well Structured
  • For Experts

Recommendation

Companies like Apple and Starbucks sell more than computers and coffee. They provide a customer experience. As two of the most “experience-centric” companies in the world, they illustrate the loyalty and profits this approach can earn. Professor Simon David Clatworthy, an expert in service design, deconstructs the process you must follow to reach these lofty heights. With supportive online tools and interviews with professionals, Clatworthy will change how you think about customer experience.

Take-Aways

  • Your company must traverse five stages to become “experience-centric,” like Apple.
  • “Customer-Oriented Organizations” regard customer relationships as transactions.
  • Customers and those in the company will notice as your firm becomes a “Journey-Oriented Organization.”

About the Author

Simon David Clatworthy, a professor at the Oslo School of Architecture and Design, works with companies around the world to design customer experiences.


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