Service design for business : a practical guide to optimizing the customer experience / Ben Reason, Lavrans Løvlie, Melvin Brand Flu.
Material type: TextPublisher: Hoboken, New Jersey : John Wiley & Sons, Inc., [2016]Description: 1 online resourceContent type:- text
- computer
- online resource
- 9781118988947 (epub)
- 1118988949 (epub)
- 9781118988930 (pdf)
- 1118988930 (pdf)
- 9781119176541
- 1119176549
- 1118988922 (cloth)
- 9781118988923 (cloth)
- 658.8/12 23
- HF5415.5
Includes index.
Description based on print version record and CIP data provided by publisher.
Title Page; Copyright; Table of Contents; Introduction; Who This Book Is For; How to Navigate This Book; Chapter 1: Why Service Design; Three Trends That Make Service Design Relevant Today; Use Service Design to Deal with Business Ambitions and Organizational Challenges; Key Concepts; Chapter 2: Foundations: Three Critical Factors in Service Design; Movement; Structures; Behavior; Challenges; Chapter 3: The Customer Story: Understanding Customers Better Provides the Basis for Customer-Driven Service Improvement and Innovation; Get the Basics Right and Achieve Customer Experience Excellence
Prevent Customer Irritations and FailuresEngage Customers Effectively; High-Impact Customer Innovations; Chapter 4: Business Impact: Designing a Service around Customers' Needs Provides a New Way to Address Age-Old Business Challenges; Innovate New Business Concepts; Becoming a More Digital Business; Achieve Higher Customer Performance; Successful Launch and Adoption of a New Product or Service; Chapter 5: Organizational Challenge: Using Customer Centricity to Move Your Organization Forward; Foster Internal Alignment and Collaboration; Deliver Better Staff Engagement and Participation
Build a Customer-Centric OrganizationBuilding a More Agile Organization; Chapter 6: Tools; Customer Profiles; Customer Insights; Customer Journeys; Customer LifeCycles; Cross-Channel Views; Service Scenarios; Organizational Impact Analysis; Creative Design Workshops; Acknowledgements; Index; End User License Agreement
Business