Service design for business : a practical guide to optimizing the customer experience

Service design for business a practical guide to optimizing the customer experience

A practical approach to better customer experience through service design Service Design for Business helps you transform your customer's experience and keep them engaged through the art of intentional service design. Written by the experts at Livework, this practical guide offers a tangible, e...

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Detalles Bibliográficos
Otros Autores: Reason, Ben, 1972- author (author), Løvlie, Lavrans, 1969- author (cover designer), Flu, Melvin Brand, 1966- author (illustrator), Lai, Wendy, cover designer (editor), Gates, Melissa, illustrator, Leeuvan, Wendy Van, editor
Formato: Libro electrónico
Idioma:Inglés
Publicado: Hoboken, New Jersey : Wiley 2016.
Edición:1st edition
Materias:
Customer services.
Customer relations.
Ver en Biblioteca Universitat Ramon Llull:https://discovery.url.edu/permalink/34CSUC_URL/1im36ta/alma991009630020706719
Tabla de Contenidos:
  • 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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