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A New Perspective on Design: Focusing on Customer Experience

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AUTHOR(S):

Darrel K. Rhea, President, Cheskin+Masten

 

Darrel Rhea is convinced that organizations need to shift their focus from designing products to designing a cycle of customer experiences. The dynamic model of this process—one that is reiterated to varying degrees with each consumer decision—moves from

 

PUBLISHED: 1992

 

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