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Customer-driven transformation : = h...

Heapy, Joe,

Customer-driven transformation : = how being design-led helps companies get the right services to market /

Record Type:	Language materials, printed : Monograph/item
Title/Author:	Customer-driven transformation :/ Joe Heapy, Oliver King, James Samperi.
Reminder of title:	how being design-led helps companies get the right services to market /
Author:	Heapy, Joe,
other author:	King, Oliver
Published:	London ;Kogan Page Limited, : 2018.,
Description:	xiii, 200 p. :ill. ; : 24 cm.;
Subject:	Customer services. -
ISBN:	9780749483012 (pbk.) :

Customer-driven transformation : = how being design-led helps companies get the right services to market /
Heapy, Joe,

Customer-driven transformation :how being design-led helps companies get the right services to market /Joe Heapy, Oliver King, James Samperi. - London ;Kogan Page Limited,2018. - xiii, 200 p. :ill. ;24 cm.

Includes bibliographical references and index.

"Service design is the activity of utilising resources and people to build and sustain services that not only meet customer needs, but can also add that little bit of magic or true competitive advantage. With an overcrowded market, there is little opportunity to break away from the pack and influence customer perceptions. Customer-driven Transformation shows you how to use design thinking as a driver for organisational change translating your vision into compelling services that will delight customers. How did companies like Netflix, Airbnb or Uber revolutionize industries and win loyal followers? They started with them. By thinking about what customers need foremost, you can reinvent your value proposition and deliver services that just work. With this book, the authors show you how to instil an outside-in approach to strategy; moving away from management that's technology, marketing or resource optimization-led, to one that is customer-inspired and experimental with innovation. This book is a practical guide to leading a transformational programme within businesses using design thinking to change how services are created and ensuring everything is beautifully designed, elegant in use and brilliant in customer mindedness"--Provided by publisher.

ISBN: 9780749483012 (pbk.) :NT792

LCCN: 2018024735

Nat. Bib. No.: GBB884280bnb

Nat. Bib. Agency Control No.: 018861777UkSubjects--Topical Terms:

568463
Customer services.

LC Class. No.: HF5415.5 / .H38834 2018

Dewey Class. No.: 658.8/12

Customer-driven transformation : = how being design-led helps companies get the right services to market /
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245 1 0 $a Customer-driven transformation : $b how being design-led helps companies get the right services to market / $c Joe Heapy, Oliver King, James Samperi.
260 # $a London ; $a New York, NY : $b Kogan Page Limited, $c 2018.
300 $a xiii, 200 p. : $b ill. ; $c 24 cm.
504 $a Includes bibliographical references and index.
520 # $a "Service design is the activity of utilising resources and people to build and sustain services that not only meet customer needs, but can also add that little bit of magic or true competitive advantage. With an overcrowded market, there is little opportunity to break away from the pack and influence customer perceptions. Customer-driven Transformation shows you how to use design thinking as a driver for organisational change translating your vision into compelling services that will delight customers. How did companies like Netflix, Airbnb or Uber revolutionize industries and win loyal followers? They started with them. By thinking about what customers need foremost, you can reinvent your value proposition and deliver services that just work. With this book, the authors show you how to instil an outside-in approach to strategy; moving away from management that's technology, marketing or resource optimization-led, to one that is customer-inspired and experimental with innovation. This book is a practical guide to leading a transformational programme within businesses using design thinking to change how services are created and ensuring everything is beautifully designed, elegant in use and brilliant in customer mindedness"--Provided by publisher.
650 # 0 $a Customer services. $3 568463
650 # 0 $a New products. $3 569440
650 # 0 $a Service industries. $3 560401
700 1 # $a King, Oliver $c (Business consultant), $e author. $3 1168262
700 1 # $a Samperi, James, $e author. $3 1168263