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.

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.