Saltar a navegação
Customer-Driven Transformation
Book

Customer-Driven Transformation

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

Kogan Page, 2018 mais...

Buy the book


Editorial Rating

8

getAbstract Rating

  • 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.

Summary

Using design thinking to create a better customer experience saves you time and money while improving customer engagement and loyalty.

Design thinking doesn’t stop at the aesthetics or the elegance of your product or services. It encapsulates a mind-set that puts customers first, including how they will use what you create and how your product or services map to their needs. It means viewing design as a process that you enter into with your customers, springing off their ideas, feedback and insights.

Design thinking requires you and your workforce to put the customer experience (CX) above all other considerations.

View customer experience holistically.

Customer experience increases in complexity with the level of customization of your services, as opposed to the transactional nature of selling a mass-produced product. The customer experience starts when prospective customers become aware of and begin considering your product or service.

It continues as customers make their first contact with you, consider your offerings, negotiate terms, buy from you and experience your offering as customers, including...

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

  • Avatar
  • Avatar
    J. M. 2 years ago
    Great
  • Avatar
    M. N. 2 years ago
    approaching and loyality
  • Avatar
    M. A. 5 years ago
    approaching, engagement an Loyalty

More on this topic

Related Skills

Torne-se mais produtivo
Comunique-se de forma eficaz
Desenvolva a organização
Desenvolva suas habilidades de pensamento
Setor de seguros
Drive AI Transformation
Enable Digital Organization
Empreendedorismo
Execute Digital Operations
Recursos Humanos
Inove estrategicamente
Lidere o planejamento operacional
Lidere estrategicamente
Leverage AI for Customer Experience
Leverage AI for Marketing
Gerencie a inovação de produtos
Gestão
Análise do mercado por setor
Marketing
Crescimento pessoal
Competências comportamentais
Habilidades no ambiente de trabalho
Desafios do setor de seguros
Modelos de negócio inovadores
Implemente a agilidade
Melhore o desempenho organizacional
Liderança
Melhore a experiência do funcionário
Inovação
Manage People and Talent
Simplifique o seu fluxo de trabalho
Build Digital Culture
Comunique-se estrategicamente
Organize for AI
Identifique necessidades do cliente
AI Transformation
Transformação digital
Lidere a si mesmo
Adote a abordagem lean startup
Impulsione a melhoria contínua
Practice Transformational Leadership
Drive Team Performance
Alavanque a ambidestria
Desenvolva produtos inovadores
Aprimore a experiência do cliente
Strategize Digital Transformation
Impulsione o desenvolvimento de produtos
Domine o pensamento sistêmico
Discover AI Vendors for Customer Experience
Integre o feedback dos clientes
Molde a cultura organizacional
Liderança executiva
Ofereça um serviço excepcional
Aplique o design thinking
Promova a centralidade no cliente