Shift: Innovation That Disrupts Markets, Topples Giants and Makes You #1

by Jagan Nemani

Innovative organizations know that the mantra “build it, they will come” now needs to be “build solutions to solve customer pain points”. But how can you stand out when only the companies that deliver best-in-class customer experience will win? Based on five plus years of cutting-edge research, Shift: Innovation That Disrupts Markets, Topples Giants, and Makes You #1 offers a nine-factor customer experience framework with which to more easily understand the needs of your target segment and focus efforts on delivering that best-in-class customer experience. With over 30 industry-specific examples, Shift will not only teach you a proven formula for achieving customer experience driven-innovation, but also empower you to bring about disruption, topple the “giants” in your space, and increase your chances of becoming #1: the market leader.

Advance Praise for Shift

"Small moves smartly made can lead to major market disruptions to the leading incumbents. Read this insightful book to discover how easy this might just be, once you master their framework. I know many startups as well as established players that will wish they had been able to read this book earlier – it’s well-written, with many examples that will make this framework totally actionable." -- John Seely Brown, former chief scientist, Xerox Corporation and director of Xerox PARC; co-chairman of Deloitte’s Center for the Edge; co-author of The Power of Pull (2010) and A New Culture of Learning (2011).

Genres: Nonfiction

192 pages, Paperback

First published May 14, 2013

Reviews

[Heather · Rating 4 out of 5]

“shift: Innovation That Disrupts Markets, Topples Giants, and Makes You #1” by Jagan Nemani is a book about how customer service can change an industry. Mr. Nemani covers the importance of customer service in many key areas: Customer-Focused Innovation, Business-Focused Innovation, and Pharmaceutical Industry Innovation. In each area, he highlights companies and breaks them down into why they failed or succeeded. He includes graphs that show how they did in key customer service areas: Price, Availability, Convenience, Service/Support, Quality, Fashion, Social Responsibility, Brand, and Requirements. Redbox, for example, scores “Best-in-Class” for Brand, Requirements, Price, Availability, Convenience; “Ordinary” in Service/Support and Quality; and “Subpar” in Fashion and Social Responsibility.

What I liked about this book was how Mr. Nemani went into the history of the companies he highlights and why they succeeded and/or failed. For example, he talks about why Blockbuster was successful but ended up declaring bankruptcy eleven years after Netflix began. Netflix was basically born due to customer dissatisfaction with Blockbuster and a desire to offer basically the same services but better. Netflix focused on customer service and it looks as though they are going to stay around for a while as long as they keep on refining meeting the customer’s needs and giving even better service.

This book is not a how-to on how to offer the best customer service. Each company is unique and has to find their own way of giving best customer service, where it can be in quality, quickness of shipment, or customer support who go out of their way. Mr. Nemani shows how to look at your own business and see where it needs improvements. It is definitely an interesting read and one that business owners and entrepreneurs should read. It is also good for the person who enjoys the history and the details of companies and why they succeeded and/or failed.

This book was received due to Goodreads.com First Reads giveaway. This did not influence this review.

[Emma Lang · Rating 4 out of 5]

'Shift: Innovation That Disrupts Markets, Topples Giant and Makes You #1' is a useful book that considers many factors for a good customer experience. It was a good read and it gave me a great insight into something I didn't know about before.

[Samantha · Rating 4 out of 5]

Clearly and concisely written, this book is an excellent guide to winning business through customer focussed innovation. Concepts are explained well, using copious real-life examples of actions companies have taken to make their products and services the number 1 choice of their target customers. An enjoyable read, not too wordy or dry, and a book I will find myself referring back to often.

[Sheila Read]

I plan on donating this book to a local cancer center they don't have very many books for cancer patients to read.