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The experience-centric organization : how to win through customer experience /
| Clasificación: | Libro Electrónico |
|---|---|
| Autor principal: | |
| Formato: | Electrónico eBook |
| Idioma: | Inglés |
| Publicado: |
Sebastopol, CA :
O'Reilly,
2019.
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| Edición: | First edition. |
| Temas: | |
| Acceso en línea: | Texto completo (Requiere registro previo con correo institucional) |
Tabla de Contenidos:
- Part 1: The What and Why; 1. The Experience-Centric Organization; What Is an Experience-Centric Organization and Why Is It Important?; Why Customer Experience Is King; Why This Is a Trajectory You Cannot Ignore; The Inevitable Endpoint of a Long Journey; Why Has It Taken So Long?; The Power of Desirable Experiences; Experience-Centric Goes Far Beyond Customer-Centric; Experience Centricity Challenges Institutional Logics; Wait-Haven't I Heard This Before?What's New? Why Should I Read This Book?; Where Do I Look for Best Practices?; Keywords for Experiential Transformation
- Endnotes2. Five Steps to Becoming Experience-Centric; Both a Sprint and a Marathon; Stage 1: The Customer-Oriented Organization; Stage 2: The Journey-Oriented Organization; Stage 3: The Customer-Centric Organization; Stage 4: The Experience-Oriented Organization; Stage 5: The Experience-Centric Organization; Endnotes; 3. The Structure of the Experience-Centric Organization: The Wheel of Experience Centricity; A Tale of Two Restaurants; From a Linear to a Circular Mode: The Wheel of Experience Centricity; The Wheel: A Short Trip Around; Innovating Your Service Experience Using the Whole Wheel
- 4. The Core Behaviors of the Experience-Centric OrganizationBoth a Roadmap and a Benchmark; Endnotes; 5. Organizing for Experience Centricity; Doing What You Love, and Loving What You Do; Who Owns the Customer Experience; Designing Organizational Logics; Creating Alignment and Empowerment Within the Organization: The Top-Up Approach; The Interaction-Out Approach: Working from the Experience Outward; Rotating Jobs to Develop Experiential Empathy; Infusion as Part of a Design Strategy; Empowerment; Removing Silos; Mind the Gap: Using a Gap Analysis to Map Your Position
- Measuring Progress: What Can't Be Measured Can Be ManagedPrototyping the Organization; Integrating Design Thinking and Design Doing into Your Organization; Endnotes; Part 2: The How; 6. Starting with the Experience; Moving from Function to Experience; What Is an Experience?; So, How Do We Create Memorable Experiences?; Design for Experience, and Why You Cannot Design Experiences; Endnotes; 7. Experiential Translation: From Experiential DNA to Customer Experience; Why Do You Need to Translate?; Moving from a Visual-Identity Brand to an Experiential Organization
- Experience First: The Mantra of Experience CentricityCreating an Experience Platform; Endnotes; 8. Experience Fulfillment: Designing the Experiential Journey; The Whole Made from the Parts; Improving Your Touchpoints; Ways of Innovating Through Touchpoints; The Principle of Frequency, Sequence, and Importance; Tips and Techniques for Experience Fulfillment; Experience Prototyping: Fake It 'til You Break It; The Top Experience Design Principles; Endnotes; Part 3: Going Further; 9. D4Me: Designing for Meaningful Experiences; Meaningful and Memorable Moments; Consuming Meaning