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Inside your customer's imagination : 5 secrets for creating breakthrough products, services, and solutions / Chip R. Bell, bestselling author of Customers As Partners.

by Bell, Chip R.

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Berrett-Koehler Publishers, 2020.

Customer services.

Customer relations.

9781523090204 (hc)

Alternate title:

Five secrets for creating breakthrough products, services, and solutions

xiii, 223 p. ; 24 cm.

Includes bibliographical references and index.

"Organizations need to offer customers breakthrough products, services, and solutions to effectively compete in today's innovation-hungry economy. The challenge is customers often don't know precisely what they want. As Henry Ford is reputed to have said, 'If I had asked people what they wanted, they would have said faster horses.' To surprise and awe your customers, Chip Bell advises developing co-creation partnerships with them. Co-creation partnerships are about fulfilling customers' hopes and aspirations, not just their needs and expectations. Co-creation partnerships require (1) curiosity that uncovers insight, (2) grounding that promotes clear focus, (3) discovery that fosters risk-taking, (4) trust that safeguards partnership purity, and (5) passion that inspires energized generosity. Using examples from organizations like McDonald's, DHL, Marriott, Lockheed Martin, Discover Financial, Ultimate Software, and many more, Bell shows how co-creation partnerships enable you to tap into the treasure trove of ideas, ingenuity, and genius-in-the-raw within every customer."--Publisher.

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