4. Juni 2018

Understanding Customer Experience throughout the Customer Journey

https://phavi.umcs.pl/at/attachments/2017/0321/083210-2016-customer-journej-verhoef.pdf Katherine N. Lemon and Peter C. Verhoef get to the heart of what really influences customer experience. Source: Journal of Marketing, 2016
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4. Juni 2018

A Longitudinal Examination of Net Promoter and Firm Revenue Growth

http://www2.owen.vanderbilt.edu/bruce.cooil/documents/publications/JM_2007_NP.pdf Timothy L. Keiningham et. al find evidence in their research that the Net Promoter is actually not a superior predictor of growth. Source: Journal of Marketing, 2007
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4. Juni 2018

The Power of Design

http://5a5f89b8e10a225a44ac-ccbed124c38c4f7a3066210c073e7d55.r9.cf1.rackcdn.com/files/pdfs/news/power_of_design.pdf An interesting article about the company that fundamentally changed the way companies innovate. IDEO. Source: Business Week, 2004
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3. Januar 2010

Know Your Customers‘ „Jobs to Be Done“

https://hbr.org/2016/09/know-your-customers-jobs-to-be-done In their article, Clayton M. Christensen, Taddy Hall, Karen Dillon and David S. Duncan present an interesting framework for decoding consumer choice and successful innovations. Source: Harvard Business Review, 2016
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2. Januar 2010

Design Thinking Comes of Age

https://hbr.org/2015/09/design-thinking-comes-of-age Jon Kolko sheds light on the popular approach once used primarily in product design and how it is increasingly infusing corporate culture. Source: Harvard Business Review, 2015
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1. Januar 2010

Reinventing Organizations

http://www.reinventingorganizations.com/uploads/2/1/9/8/21988088/140305_laloux_reinventing_organizations.pdf In his book, Frederic Laloux describes the unusual best practices of modern organization design and leadership models. Source: reinventingorganizations.com
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