Customers Included (2nd Edition): How to Transform Products, Companies, and the World – With a Single Step

Inhaltsverzeichnis des Buches

• Introduction
• PART 1: THE CUSTOMER
• Chapter 1: The cost of ignoring the customer
• Chapter 2: Innovation missing one ingredient
• Chapter 3: Starting with the customer experience
• PART 2: THE METHOD
• Chapter 4: What customers say
• Chapter 5: Users and tasks
• Chapter 6: Unmet needs
• Chapter 7: What customers do
• PART 3: THE ORGANIZATION
• Chapter 8: The cost of ignoring the organization
• Chapter 9: Convincing the team
• Chapter 10: The role of leaders
• Acknowledgments
• Recommended Reading
• Notes
• Index