TY  - BOOK
AU  - Reason,Ben
AU  - L�vlie,Lavrans
AU  - Flu,Melvin Brand
TI  - Service design for business: a practical guide to optimizing the customer experience 
SN  - 9781118988923 (cloth)
AV  - HF 5415.5 .R435 2016
PY  - 2016///
CY  - Hoboken, N.J.
PB  - Wiley
KW  - Customer services
KW  - Customer relations
N1  - 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
N2  - 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
ER  -