"How do today's most successful tech companies' Amazon, Google, Facebook, Netflix, Tesla design, develop, and deploy the products that have earned the love of literally billions of people around the world? Perhaps surprisingly, they do it very differently than the vast majority of tech companies. In INSPIRED, technology product management thought leader Marty Cagan provides readers with a master class in how to structure and staff a vibrant and successful...

Freedom Within a Framework: Hearing the Voice of the Customer on the Factory Floor (978-0-367-08577-3, K406714) Shelving Guide: Business and Management/Customer Satisfaction/Quality This book shows you how to harmonize three business functions to address customer needs by using a novel approach that combines Design for Six Sigma (DFSS) and Continuous Improvement tools. The DFSS tool used is the Quality Function Deployment (QFD) process, which is also...

From a customer's standpoint, every interaction with a product or brand is just part of a connected experience. But for many companies, individual touchpoints, channels, and products are often treated as disconnected silos. How can your organization connect and align internal stakeholders around specific goals to provide customers with a positive and consistent experience? In this article, Matt LeMay-author of Product Management in Practice -explains...

The old ways of creating competitive advantage for your business—such as building moats to ward off competitors—have become dangerous. Giants like Amazon and Alibaba are creating vast new market spaces through a deft combination of tools like machine learning and business savvy that reimagines customer experiences while generating immense shareholder value. A handful of traditional companies, including Fidelity Investments, Walmart, and B2W, have...

Discover the 24 reasons people are leaving you for competitors and how to win them back. In Why Customers Leave, popular customer experience and marketing speaker David Avrin makes a compelling case for customer experience as a bankable differentiator in an era of vast marketplace choices. The book lays out the very visible reasons for the recent shift in customer mindset and expectation, illustrates the myriad ways that companies inadvertently drive...

"Most business models are transactional. They are focused on a specific exchange. They match riders with drivers, sellers with buyers, hosts with travelers. They thrive on enormous scale, huge distribution networks, and brand recognition. But then along comes a rival that is small, nimble, and doesn't care much about its brand, and it either rushes past you or mows you down. In The Interaction Field, branding expert and author Erich Joachimsthaler...

"Historically, consumer and B2B companies have made significant investments in defining and maintaining their brand identity. They worked to establish their brand promise, perception, and voice, establishing market positioning and differentiation to attract specific buying demographics. Once established, these companies would train their employees to project and reinforce that brand identity at every step of the customer journey, from initial awareness...

Love is the surprising emotion that company builders cannot afford to ignore. Genuine, heartfelt devotion and loyalty from customers - yes, love - is what propels a select few companies ahead. Think about the products and companies that you really care about and how they make you feel. You do not merely like those products, you adore them. Consider your own emotions and a key insight is revealed: Love is central to business. Nobody talks about...

"Nincompoopery -- terrible customer service, idiotic business processes, and soul-crushing management practices -- surrounds all of us. We lose time, patience, and profits as stuck-in-the-past organizations actively prevent us (and our customers) from getting the value we (and they) deserve. Can't anybody change this? CEO and award-winning business writer John R. Brandt says we can. In Nincompoopery: Why Your Customers Hate You -- And How to Fix It,...