CUSTOMER-DRIVEN TRANSFORMATION: HOW BEING DESIGN-LED HELPS COMPANIES GET THE RIGHT SERVICES TO MARKET

Book ID/图书代码： 07682018C00042

English Summary/英文概要： 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.

Chinese Summary/中文概要：

Awards/获奖情况："For anyone who seeks to improve their services, let this book be your design-led guide. It will enable you to truly transform your services by staging engaging, personal and memorable - even beautiful - experiences." (B Joseph Pine II, co-author, The Experience Economy)

"This book is grounded in reality - it provides a vision, as well as practical strategies, for companies to embed design-led change across their business." (Katy Pearce, Global Head of Customer Experience, Vodafone Group Enterprise)

"This will be my go-to book whenever I’m shaping new customer experience initiatives. It is a how-to guide for any customer experience team in any industry. Brilliant." (John Patterson, Vice President of Customer Experience, Sage)

"Design’s insight into customers’ perspectives is the grit in the oyster that leads to great services. Here, Joe Heapy, Oliver King and James Samperi use their 20 years of experience at the forefront of applying design to services to help you understand the challenges and derive superb solutions. In the age of social media, shoddy services cannot survive; the distilled wisdom in this book will help you get the thumbs up, not the thumbs down." (Bruce Tether, Professor of Innovation Management, Alliance Manchester Business School, University of Manchester)

About the Author/作者介绍：

Format:HARDCOVER

Rights Status/版权销售情况：Simplified Chinese/简体中文：AVAILABLE

Complex/Traditional Chinese/繁体中文：AVAILABLE

Sales in other countries/其他国家销售情况：Rights Sold: Italian, Korean, Vietnamese

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