Managing Customer Value
Why don’t we hear about the emotional engineering discipline of Kansei? Why is that? As Design Thinking and Service Design have moved to the forefront in many organizations, we seem to have forgotten about this method. It is so unfamiliar, that I feel a need to define it first: Kansei is a Japanese term with Read More …
Michelle O’Conner, “You don’t how much fun I am having in this car?” Ian Callum, Russ Varney, Mark White and Michelle O’Connor from Jaguar’s Design and Engineering teams talk about working together to create beautiful fast cars. If your mindset evolves around Service Dominant Logic thinking, you may view value from three points; Functional, Social, Read More …
It is not the Process, it is the Conversation Joseph Juran observed, “There should be no reason our familiar principles of quality and process engineering would not work in the sales process.” In Management of a Sales Force, a sales process is presented as consisting of eight steps. These are: Prospecting/Initial contact Pre-approach planning the Read More …