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.
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
2 years agoapproaching, engagement an Loyalty
3 years agoIf improving customer engagement and loyalty is a main objective for us as marketers, then I believe that using design thinking to create an outstanding customer experience will get crystal clear better bonds with different customers segments (especially with those busy customers)and consequently will be smart enough to saves time,effort and money while optimising our customers engagement and loyalty.
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