No Google, chamamos o momento da tomada de decisão on-line de Momento Zero da Verdade (Zero Moment of Truth) ou ZMOT, sobre o qual criamos um poderoso e-book, escrito por Jim Lecinski, Diretor de Vendas e Serviços para os EUA e evangelista-chefe do ZMOT
ZMOT: Conquistando o momento zero da verdade Read More »
Based on their research inside corporations and successful start-ups, Furr and Dyer developed the innovator’s method, an end-to-end process for creating, refining, and bringing ideas to market.
The Innovator’s Method: Bringing the Lean Startup into Your Organization Read More »
The president and CEO of Scandinavia Airlines (SAS) shows how to adapt to the new customer-driven economy.
A história da Starbucks não é apenas um registro de crescimento e sucesso. Ela conta também como uma empresa pode ser construída de maneira diferente. Em Dedique-se de coração percebemos que uma empresa pode, sim, funcionar com o coração, nutrir a alma e ainda dar lucros.
Dedique-se de Coração Read More »
In this latest HBR Single, Schrage provides a powerful new lens for getting more value out of innovation investment.
Who do you want your customers to become Read More »
Great review of the nature of failure and how even great companies and great people have and will continue to fail. One of the more important realization that are discussed is that everything really is about the experience.
Why We Fail: Learning From Experience Design Failures Read More »
Website mapping begins with the planning process, then moves to the understanding and navigation of visitors, and finally to the management of the site by the producer-all of which this comprehensive guide covers lucidly.
This practical book shows your company how to use alignment diagrams to turn valuable customer observations into actionable insight. With this unique tool, you can visually map your existing customer experience and envision future solutions.
Mapping Experiences Read More »
In their acclaimed bestseller The Challenger Sale, Matthew Dixon and his colleagues at CEB busted many longstanding myths about sales. Now they’ve turned their research and analysis to a new vital business subject—customer loyalty—with a new book that turns the conventional wisdom on its head.
The Effortless Experience Read More »
Nesta edição totalmente revista e ampliada, Reichheld, junto com seu colega da Bain, Rob Markey, explica como conseguir resultados financeiros competitivos com o Net Promoter, de forma sempre clara e objetiva.
A Pergunta definitiva Read More »
