Service Design for Business : A Practical Guide to Optimizing the Customer Experience.
Ben. Reason
Bok Engelsk 2015 · Electronic books.
| Omfang | 1 online resource (161 pages)
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| Utgave | 1st ed.
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| Opplysninger | Intro -- 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 Failures -- Engage 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 Organization -- Building 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.
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| ISBN | 9781118988947
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