Service design for business
Subtitle: a practical guide to optimizing the customer experience
By: Ben Reason, Lavrans Løvlie, Melvin Brand Flu
Contributors: Løvlie, Lavrans, 1969- author; Flu, Melvin Brand, 1966- author
Publisher: Wiley; John Wiley & Sons, Inc.
Published: 2016
Language: eng
Number of pages: 189
ISBN-13: 9781118988923
Subjects: Customer services; Customer relations
Description: 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.
Notes: Includes index.
Table of contents: title: Why service design; title: Foundations : Three critical factors in service design; title: The customer story : Understanding customers better provides the basis for customer-driven service improvement and innovation; title: Business impact : Designing a service around customers' needs provides a new way to address age-old business challenges; title: Organizational challenge : Using customer centricity to move your organization forward; title: Tools.