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This Is Service Design Doing: Using Research and Customer Journey Maps to Create Successful Services

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.

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Detail Information
Series Title
-
Call Number
300 Mar
Publisher
Hoboken, NJ : O’Reilly Media.,
Collation
541[569] Pages
Language
English
ISBN/ISSN
1491927186, 9781491927182
Classification
300
Content Type
-
Media Type
-
Carrier Type
-
Edition
[Paperback ed.]
Subject(s)
-
Specific Detail Info
-
Statement of Responsibility
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