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customer focus

The human factor in service design

“The human factor in service design” discusses the importance of understanding what truly motivates your…

What do changes in customer mindset mean for cultural organizations?

Thomas Kinnear, professor of marketing at the Ross School of Business, University of Michigan, discusses the impact of convergence on the cultural customer.

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…

Creating a Customer-Centric Business

Professor Ranjay Gulati of Harvard Business School discusses how organizations can become more customer (or audience)-centric and why this is a critical time for them to do so.

Engineering Design – The Kano Diagram

This is a quick video outlining the relationship between customer satisfaction and product design.

Design Thinking for Social Innovation | Stanford Social Innovation Review

An article on the use of design thinking for tackling systemic social problems.

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 Normal Approach

In his article for Gig Magazine, former NAS Vice President, Jim Rosenberg, suggests that reaching a desired audience requires leaders to focus on the desired customer and work backward to the right artistic work, venue, timing, pricing, etc.