Blind Spot

by Steve Diller, Nathan Shedroff, Sean Tauber

Distracted by traditional metrics and mounting access to data, leaders are blinded to what it actually takes to create greater value for their businesses: meaningful, long-term relationships with their customers.

In Blind Spot, you'll learn how exceptional organizations from Disney to Instagram innovate and sustain valuable, productive customer relationships. Blind Spot's lessons deliver a groundbreaking perspective shift and win-win approach for your customers, your business and even your shareholders.

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Genres: Design, Business

ebook

Published November 2, 2016

Reviews

[David · Rating 3 out of 5]

Great book on relationship between a company and a person. Very helpful in deepening my understanding of customer engagement. Key takeaways:
- deliver great experience when a user (not company) wants and do it every time
- experience begins long before first interaction
- experience must evolve
- design the flow of intensity through all touch points (Waveline - anticipation, hope, delight...)
- understand customer's appetite for change. more is not always good.
- users want experience in their own way, but in aggregate, they are remarkably congruent
* How relationship works.
- have emotional connection
- based on experience people value
- created over time
* Dimension of Experience
- Value (functional vs. deeper emotional)
- Consistency (regardless of touchpoint. need to look like come from same place)
- Intensity
- Duration
- Trigger (of response)
- Interaction

[Paulo Peres · Rating 4 out of 5]

O livro tem alguns bons insights, sobre as camadas de valor, mas os autores propõe ao meu ver uma versão muito semelhante a jornada do cliente, se estendem de maneira desnecessária em alguns momentos na explicação detalhada dela. são bons argumentos que poderiam muito bem, funcionar a conceituação e produção de uma jornada do usuário.

Além do fato de reduzirem a importância de certos pontos como ideação, prototipagem e "evangelização" que ao meu ver justamente promove internamente a revelação dos valores escondidos das empresas através de uma cultura centrada no usuário. recomendo apenas ler os primeiros capítulos.

[Felipe Jimenez · Rating 4 out of 5]

A good actualization of the concepts previously explained in Making Meaning, plus explanation of the wave-line diagram and other interesting relationship design concepts.