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Perceptions of industrial design: The ‘means’ and the ‘ends’
Dr Pietro Micheli Summary of a research paper by Pietro Micheli, Senior Lecturer in Organisational Performance at Cranfield School of Management. Dialogue and understanding between managers and...
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Understanding what customers value
Anne Bruggink, Global Head of Service Delivery & Operations at Electrocomponents plc describes the relationships their B2B and B2C customers expect to build, through which they can gain extra...
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Identifying hidden needs
Authors: Prof Keith Goffin, Dr Fred Lemke, Dr Ursula Koners Published: 8 October 2010 ISBN: 978-0230219762 / 978-0230219762 (hardcover) Many new products fail because they are based on ideas generated...
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Growing a customer-centric culture
Rachel Curtis-Bowen, Head of Marketing & Customer Experience explains how the Cambridge & Counties Bank was set up to help create a solution for SMEs to obtain finance. Being in a position to...
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Leading culture change
Mark Leeds from Royal Bank of Scotland explains how RBS is working on changing the culture of the organisation through a central team focusing on Customer Experience in order to align the organisation...
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The power of many at Liverpool Victoria
Daniel Connolly explains how Liverpool Victoria has been using peer to peer recommendations in the B2B space by integrating a review system across their product web pages. LV’s research has shown that...
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