Service design for business : a practical guide to optimizing the customer experience /
Reason, Ben, 1972-
Service design for business : a practical guide to optimizing the customer experience / Ben Reason, Lavrans L�vlie, Melvin Brand Flu. - xi, 189 pages : illustrations ; 24 cm
Includes index.
Why service design -- Foundations : Three critical factors in service design -- The customer story : Understanding customers better provides the basis for customer-driven service improvement and innovation -- Business impact : Designing a service around customers' needs provides a new way to address age-old business challenges -- Organizational challenge : Using customer centricity to move your organization forward -- Tools.
A guide for any organization that wants to move their customers to a more positive experience. The authors show how to transform your customer's experience and keep them engaged through the art of intentional service design.
9781118988923 (cloth) 1118988922 (cloth)
2015032743
Customer services.
Customer relations.
HF 5415.5 / .R435 2016
Service design for business : a practical guide to optimizing the customer experience / Ben Reason, Lavrans L�vlie, Melvin Brand Flu. - xi, 189 pages : illustrations ; 24 cm
Includes index.
Why service design -- Foundations : Three critical factors in service design -- The customer story : Understanding customers better provides the basis for customer-driven service improvement and innovation -- Business impact : Designing a service around customers' needs provides a new way to address age-old business challenges -- Organizational challenge : Using customer centricity to move your organization forward -- Tools.
A guide for any organization that wants to move their customers to a more positive experience. The authors show how to transform your customer's experience and keep them engaged through the art of intentional service design.
9781118988923 (cloth) 1118988922 (cloth)
2015032743
Customer services.
Customer relations.
HF 5415.5 / .R435 2016