Customers Included, 2nd Edition
April 15, 2015 5:43 PM Subscribe
Customers Included, 2nd Edition
I just launched the 2nd edition of my book about customer experience and strategy. It has a bunch of case studies - from Apple, Google, Netflix, Walmart, an African hand pump, a New York City park, and the B-17 bomber - showing what happens when organizations fail to include the customer/user/recipient when they make big decisions.
(There are some positive case studies, too, showing what happens when customers are included - resulting in innovations like like the OXO measuring cup.)
You can read the Introduction and Chapter 1 here - hope you enjoy it!
I just launched the 2nd edition of my book about customer experience and strategy. It has a bunch of case studies - from Apple, Google, Netflix, Walmart, an African hand pump, a New York City park, and the B-17 bomber - showing what happens when organizations fail to include the customer/user/recipient when they make big decisions.
(There are some positive case studies, too, showing what happens when customers are included - resulting in innovations like like the OXO measuring cup.)
You can read the Introduction and Chapter 1 here - hope you enjoy it!
Role: author
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posted by gregglind at 12:40 PM on May 30, 2015