The No1 Ethical retailer for Books, CD’s, DVD’s & Games
30 Day Refund Guarantee

Customer-Driven Transformation: How Being Design-led Helps Companies Get the Right Services to Market

Customer-Driven Transformation: How Being Design-led Helps Companies Get the Right Services to Market

by James Samperi (Author), Joe Heapy (Author), Oliver King (Author)

  • New

    Paperback 2018

    $27.28
Synopsis

Service design is the activity of utilizing resources and people to build and sustain services that not only meet customers' needs, but also add that little bit of magic or true competitive advantage. In an overcrowded marketplace there is often little opportunity to break away from the pack and influence customer perceptions; Customer-Driven Transformation demonstrates how to use design thinking as a driver for organizational change to translate your vision into compelling services that will delight your customers. How did companies like Netflix, Airbnb and Uber revolutionize industries and win loyal followers? They started here. By thinking about what customers need foremost, you can reinvent your value proposition and deliver services that work. Customer-Driven Transformation shows how to instill an outside-in approach to strategy, moving away from management that's technology, marketing or resource optimization-led, towards being customer-inspired and experimental with innovation. It is a practical guide for any business to lead a transformational programme and use design thinking to change how services are created, ensuring they are expertly designed, elegant in use and advance in customer-mindedness. With ground-breaking case studies from the likes of E.On Energy, Hyundai Motor Company and Bupa, this cutting-edge book will empower companies to take control of customer experience and deliver long-lasting and impactful change. Focusing on one of the hottest management topics, it is an inspiring read for any business leader to understand how to reinvent their value proposition, gain market share and win customers.

$27.28

Quantity

10 in stock

More Information

Format: Paperback
 Pages: 216
 Edition: 1
 Publisher: Kogan Page
Published: 03 Jul 2018
ISBN 10: 0749483016
ISBN 13: 9780749483012

Media 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. --Rashik Parmar MBE FBCS, IBM Distinguished Engineer and Technical Executive, Europe
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. --Deborah Dawton, CEO, Design Business Association, UK
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. --Andreas Tsiotsias, CTO, Computer Services Industry, IBM
Author Bio
Joe Heapy and Oliver King co-founded Engine Service Design and were some of the first designers approaching transformational change with design thinking. They have managed countless design-led change programmes with corporations including Bupa, National Grid and Finnair. They are advocates of design thinking for business and champion the approach through the media and academia, helping to shape how this approach is taught to future leaders. Director, James Samperi is a director at Engine Service Design. Having led large projects in all major sectors for seven years, James now runs Engine's largest Dubai-based programme of work.