Service innovation
Subtitle: how to go from customer needs to breakthrough services
By: by Lance Bettencourt.
Edition: 1st ed.
Publisher: McGraw-Hill
Published: 2010
Place of publication: New York, NY
Language: eng
Number of pages: 255
ISBN-13: 9780071713009
Subjects: Customer services; Customer services -- Technological innovations
Description: "Bettencourt gives a master's class on the art and science of creating breakthrough service products. True service innovation demands that you shift the focus away from the solution and back to the customer. To achieve this shift in your business - one that takes you from making educated guesses to building a clear model to guide service innovation - Bettencourt instructs on the finer points of how to rethink your approach to the customer's needs: how the customer defines value in a product or service. Bettencourt mines nearly 20 years' experience in teaching and advising clients with service- and product-dominant businesses to demonstrate proven ways you can build, streamline, and focus your company's service product innovation processes."--Publisher's description.
Notes: Includes bibliographical references and index.
Table of contents: title: Introduction : service innovation : from confusion to clarity; title: Customer needs that drive service innovation; title: Discover opportunities for new service innovation; title: Discover opportunities for core service innovation; title: Discover opportunities for service delivery innovation; title: Discover opportunities for supplementary service innovation; title: Discover opportunities for service delivery innovation : the provider; title: Discover ways to differentiate service delivery; title: Conclusion : beyond services innovation.