Customer-Driven Transformation

How Being Design-Led Helps Companies Get the Right Services to Market
1. Auflage 2018
ISBN: 978-0-7494-8301-2
Verlag: Kogan Page

Buch, Englisch, 216 Seiten, Format (B × H): 156 mm x 234 mm, Gewicht: 494 g

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.

Autoren/Hrsg.

Heapy, Joe

King, Oliver

Samperi, James

Fachgebiete

• Wirtschaftswissenschaften Betriebswirtschaft Management Forschung & Entwicklung (F&E), Innovation
• Wirtschaftswissenschaften Betriebswirtschaft Management Strategisches Management
• Wirtschaftswissenschaften Betriebswirtschaft Bereichsspezifisches Management Kundenbeziehungsmanagement, Kundenpflege

Inhaltsverzeichnis

• Section - 00: Introduction;
• Section - PART ONE: The challenges;
• Section - 01: The challenge of outside-in;
• Section - 02: The challenge of vision;
• Section - 03: The challenge of fast and slow;
• Section - 04: The challenge of emotion;
• Section - 05: The challenge of distinctiveness;
• Section - 06: The challenge of change;
• Section - PART TWO: The skills;
• Section - 07: Create a compelling vision;
• Section - 08: Design your service beautifully;
• Section - 09: Develop a clear value case;
• Section - 10: Make it ready to build;
• Section - 11: Create the right conditions;
• Section - 12: Run engaging projects;
• Section - 13: Think like a Designer;
• Section - 14: Conclusion;

Über Autor(innen)

King, Oliver
Along with Joe Heapy, 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.

Samperi, James
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.

Heapy, Joe
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.

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.