Overview

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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9781933820699

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Reviews

Blind Spot provides helpful examples to teach leaders how to deeply engage and commit to their customers, instead of simply transacting with them while wondering why they're not coming back at all. --John Maeda, partner, Kleiner Perkins Caufield & Byers Blind Spot takes the mystery out of how companies can and should create lasting value for the people that matter most--their customers. --Lisa Kay Solomon, coauthor of Moments of Impact and Design a Better Business The waveline is the first new tool I've seen in years that has the power to build relationships with consumers that they will value highly. Indeed, the waveline is the new consumer journey. --Bruce Nussbaum, former Innovation and design editor of Business Week and current mentor-in-residence at NEW INC, the New Museum's digital art incubator in New York Blind Spot lays out a powerful design thinking approach for an organization to build long-lasting, meaningful relationships with customers.' --Reid Hoffman, chairman at Linkedin and partner at Greylock

Blind Spot lays out a powerful design thinking approach for an organization to build long-lasting, meaningful relationships with customers.' --Reid Hoffman, chairman at Linkedin and partner at Greylock Blind Spot provides helpful examples to teach leaders how to deeply engage and commit to their customers, instead of simply transacting with them while wondering why they're not coming back at all. --John Maeda, partner, Kleiner Perkins Caufield & Byers Blind Spot takes the mystery out of how companies can and should create lasting value for the people that matter most--their customers. --Lisa Kay Solomon, coauthor of Moments of Impact and Design a Better Business The waveline is the first new tool I've seen in years that has the power to build relationships with consumers that they will value highly. Indeed, the waveline is the new consumer journey. --Bruce Nussbaum, former Innovation and design editor of Business Week and current mentor-in-residence at NEW INC, the New Museum's digital art incubator in New York

Blind Spot lays out a powerful design thinking approach for an organization to build long-lasting, meaningful relationships with customers.' --Reid Hoffman, chairman at Linkedin and partner at Greylock The waveline is the first new tool I've seen in years that has the power to build relationships with consumers that they will value highly. Indeed, the waveline is the new consumer journey. --Bruce Nussbaum, former Innovation and design editor of Business Week and current mentor-in-residence at NEW INC, the New Museum's digital art incubator in New York Blind Spot takes the mystery out of how companies can and should create lasting value for the people that matter most--their customers. --Lisa Kay Solomon, coauthor of Moments of Impact and Design a Better Business Blind Spot provides helpful examples to teach leaders how to deeply engage and commit to their customers, instead of simply transacting with them while wondering why they're not coming back at all. --John Maeda, partner, Kleiner Perkins Caufield & Byers

Author Information

"Steve Diller leads Scansion, an innovation strategy firm that identifies, shapes, and builds experiences that transform markets and businesses. As an ""experience strategist,"" Steve brings a unique perspective, rooted in the ""time-based arts,"" such as film and music, as well as anthropology and cognitive psychology, that makes it possible to optimize any offering in an era of rapid technological and social change. His clients have ranged from the Fortune 100 to start-ups, including Autodesk, P&G, Chrysler, Logitech, Intel, Gannett, The Washington Post Co., The Economist Group, Carhartt, DirecTV, GM, Electrolux, Microsoft, and AAA. Prior to forming Scansion, Steve was senior vice-president of brand strategy at Added Value, and before that was a partner and director of innovation at Cheskin. Before Cheskin, he owned a film production company and produced and directed several feature films. Steve is also a founding member of the faculty at California College of the Arts' MBA in Design Strategy program, teaching Market Insights and Social Ventures. Steve received a Master's Degree in Public Policy Studies from the University of Chicago, a Bachelor's Degree in History from Carleton College, and a Bachelor's Degree in Film from Columbia College. With Nathan and Darrel Rhea, he co-authored Making Meaning: How Successful Businesses Deliver Meaning ful Customer Experiences, and has contributed to Trust: Das Prinzip Vertraue and The Human--Computer Interaction Handbook. Nathan Shedroff is the chair of the groundbreaking MBA in Design Strategy program at California College of the Arts (CCA) in San Francisco, California. This 21st century business program prepares the next generation of innovation leaders for a world that is profitable, sustainable, ethical, and truly meaningful. The program unites the perspectives of systems thinking, design and integrative thinking, sustainability, and generative leadership into a holistic strategic framework. He is also a pioneer in experience design, interaction design, and business strategy, speaks and teaches internationally, and is a serial entrepreneur, now launching a new company. His many books include: Experience Design 1.1, Making Meaning, Design Is the Problem, and Make It So. He holds an MBA in Sustainable Management from Presidio Graduate School and a BS in industrial design from Art Center College of Design. He worked with Richard Saul Wurman at TheUnderstandingBusiness and later co-founded vivid studios, a decade&nash;old pioneering company in interactive media and one of the first Web services firms on the planet. vivid's hallmark was helping to establish and validate the field of information architecture, by training an entire generation of designers in the newly emerging Web industry. Nathan is also on the board of directors for Teague, the oldest design firm in the world. career has run the gamut from being an orthopedic physician's assistant in trauma, sports and joint reconstruction, to consulting work with ""The Big Five."" He played multiple roles at Procter & Gamble, business development at a software dot com, as well as making time to teach in college. Through all of this, the common thread has been an understanding of relationships between individuals and groups and leveraging these insights to drive innovation. He was a founding member of the Clay Street project at P&G, leading session development, design research, and business model development. These experiences led to the creation and execution of workshops focused on the development of creative cultures in organizations. After leaving P&G in 2007, he continued to help individuals, teams, and organizations leverage their effectiveness and innovation potential. In 2009, he started Extending Minds, a firm specializing in the evolution of design cultures for breakthrough innovation for teams at firms like GE Healthcare, Target, Pfizer, Mayo Clinic, and the University of Cincinnati Office of the President."

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