Barnes & Noble Customer-Driven Transformation: How Being Design-led Helps Companies Get the Right Services to Market at CoolSprings Galleria in Franklin, TN
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; CustomerDriven 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.CustomerDriven Transformation shows how to instill an outsidein approach to strategy, moving away from management that's technology, marketing or resource optimizationled, towards being customerinspired 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 customermindedness. With groundbreaking case studies from the likes of E.On Energy, Hyundai Motor Company and Bupa, this cuttingedge book will empower companies to take control of customer experience and deliver longlasting 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.
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; CustomerDriven 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.CustomerDriven Transformation shows how to instill an outsidein approach to strategy, moving away from management that's technology, marketing or resource optimizationled, towards being customerinspired 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 customermindedness. With groundbreaking case studies from the likes of E.On Energy, Hyundai Motor Company and Bupa, this cuttingedge book will empower companies to take control of customer experience and deliver longlasting 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.
More About Barnes and Noble at CoolSprings Galleria
Barnes & Noble is the world’s largest retail bookseller and a leading retailer of content, digital media and educational products. Our Nook Digital business offers a lineup of NOOK® tablets and e-Readers and an expansive collection of digital reading content through the NOOK Store®. Barnes & Noble’s mission is to operate the best omni-channel specialty retail business in America, helping both our customers and booksellers reach their aspirations, while being a credit to the communities we serve.
