“The human factor in service design” discusses the importance of understanding what truly motivates your customers as a way to more efficiently and effectively design and deliver services. By identifying which aspects of service the customer does and does not value, companies can make better decisions about how to use existing resources to deliver in key service areas. The McKinsey team introduces three key questions to consider when designing or changing current services and delivery methods: How human is our service?, How economic is our … [Read more...]
When Business Meets Culture: Ideas and Experiences for Mutual Profit
In this book, eight academics look at the strategic, cultural, and marketing parallels between for profit companies and cultural institutions. Rich with case studies, the essays make an extremely useful contribution to the current conversation about new business models. When Business Meets Culture: Ideas and Experiences for Mutual Profit … [Read more...]
Design Thinking for Social Innovation | Stanford Social Innovation Review
Although the article focuses on the use of design thinking for tackling systemic social problems, it highlights many ideas that could help any organization become more innovative and responsive to their customer and environment, including: - background on design thinking - strategies for identifying community needs - suggestions for more innovative idea generation Design Thinking for Social Innovation | Stanford Social Innovation Review. … [Read more...]
The Outside-In Approach to Customer Service — HBS Working Knowledge
An interesting Q&A in which Harvard Business School Professor Ranjay Gulati describes how companies can evolve through four levels to become more customer-centric. The Outside-In Approach to Customer Service — HBS Working Knowledge. … [Read more...]