- File Size: 4295 KB
- Print Length: 194 pages
- Page Numbers Source ISBN: 1477579745
- Simultaneous Device Usage: Unlimited
- Publication Date: May 13, 2013
- Sold by: Amazon Digital Services LLC
- Language: English
- ASIN: B00CSA4YZC
- Text-to-Speech: Enabled
- Word Wise: Enabled
- Lending: Enabled
- Amazon Best Sellers Rank: #951,886 Paid in Kindle Store (See Top 100 Paid in Kindle Store)
|Print List Price:||$14.99|
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What I liked about this book was how Mr. Nemani went into the history of the companies he highlights and why they succeeded and/or failed. For example, he talks about why Blockbuster was successful but ended up declaring bankruptcy eleven years after Netflix began. Netflix was basically born due to customer dissatisfaction with Blockbuster and a desire to offer basically the same services but better. Netflix focused on customer service and it looks as though they are going to stay around for a while as long as they keep on refining meeting the customer's needs and giving even better service.
This book is not a how-to on how to offer the best customer service. Each company is unique and has to find their own way of giving best customer service, where it can be in quality, quickness of shipment, or customer support who go out of their way. Mr. Nemani shows how to look at your own business and see where it needs improvements. It is definitely an interesting read and one that business owners and entrepreneurs should read. It is also good for the person who enjoys the history and the details of companies and why they succeeded and/or failed.
This book was received due to Goodreads.com First Reads giveaway. This did not influence this review.
The introduction of the book begins with the author quitting his job as a Management Consultant at Deloitte to start his own energy efficiency business where people can save their electricity usage, gas usage, get relevant tips, and save energy as a community.
It began well but drastically failed in the year , 2010, when Microsoft Hohm which also had the same idea as his but focused on saving an individual's energy failed two years later. This failure made him to think deeper and deeper, why the business was a total failure.
His idea was new and very innovative, if the consumers had found it useful, there would be surprisingly a reduced carbon emissions in the environment. The answer to their failure was simple as this. They focused on innovation from the perspective of technology rather than finding out how the customer would experience that technology.
After researching, he found a nine factor customer experience framework which can be applied to almost all industries .These include price, availability, service, quality, fashion, social responsibility, brand, etc. He has also discussed it in detail in the seven chapter book to help all the budding entrepreneurs.
Shift: Innovation that disrupts markets topless giants and makes you #1 is not really a book to skim through. There is so much to learn from it. We can learn about poor customer experience, some of the examples might even feel like we have experienced it before.
Inside the book we can find many elaborate details of successful companies with numerous charts and figures and the reason to why they all succeeded. Blockbuster, Netflix, Redbox, Amazon, Fab are some of the notable companies that are worth mentioning from the book.
It also covers most of the industries and has amazing facts about the companies we deal with our day-to-day life. Healthcare, pharmaceutical, Airline and Online industries are just to name a few.
The answer to the big question, why customers chose a particular company to satisfy their needs and wants rather than from its competitors lies in the book.
The source to those websites in which the author got the information he needed can be found under the respective pages which gives the readers to search it later on the net for more details.
All business students and aspiring business owners should get this book to have a thorough knowledge of Innovation and customer experience because the final chapter deals with the overview of how to deliver a best-in class customer experience.