This Is Service Design Doing: Using Research And Customer Journey Maps To Create Successful Services

E-Book Overview

How can you establish a customer-centric culture in an organization? This is the first comprehensive book on how to actually "do" service design to improve the quality and the interaction between service providers and customers. You ll learn specific facilitation guidelines on how to run workshops, perform all of the main service design methods, implement concepts in reality, and embed service design successfully in an organization. Great customer experience needs a common language across disciplines to break down silos within an organization. This book provides a consistent model for accomplishing this and offers hands-on descriptions of every single step, tool, and method used.You ll be able to focus on your customers and iteratively improve their experience. Move from theory to practice and build sustainable business success."

E-Book Information

  • Year: 2,016

  • Edition: Paperback

  • Pages: 541

  • Pages In File: 569

  • Language: English

  • Topic: 1

  • Identifier: 1491927186,9781491927182

  • Commentary: True PDF (not converted from epub)

  • Color: 1

  • Cleaned: 1

  • Paginated: 1

  • Org File Size: 73,256,650

  • Extension: pdf

  • Tags: design thinking service design

You might also like

Herding Chickens: Innovative Techniques For Project Management
Authors: Dan Bradbary , David Garrett    207    0


Business Process Outsourcing: The Competitive Advantage
Authors: Rick L. Click , Thomas N. Duening    196    0


Vault Career Guide To Marketing And Brand Management
Authors: Jennifer Goodman    175    0


Project Management Practitioner's Handbook
Authors: Ralph L. Kliem , Irwin S. Ludin    116    0


Strategic Management: Process, Content, And Implementation
Authors: Hugh Macmillan , Mahen Tampoe    163    0


Syngress It Security Project Management Handbook
Authors: Christian Lahti    165    0


1с:предприятие 8.0. управление торговлей
Authors: Григорьева В.    248    0


исследование систем управления: учеб. пособие
Authors: Гришанов Г.М. , Павлов О.В.    260    0