TY  - BOOK
AU  - Reason,Ben
AU  - Løvlie,Lavrans
AU  - Flu,Melvin Brand
TI  - Service design for business: a practical guide to optimizing the customer experience 
SN  - 9781118988947 (epub)
AV  - HF5415.5 
U1  - 658.8/12 23
PY  - 2016///]
CY  - Hoboken, New Jersey
PB  - John Wiley & Sons, Inc.
KW  - Customer services
KW  - Customer relations
KW  - fast
KW  - BUSINESS & ECONOMICS / Industrial Management
KW  - bisacsh
KW  - BUSINESS & ECONOMICS / Management
KW  - BUSINESS & ECONOMICS / Management Science
KW  - BUSINESS & ECONOMICS / Organizational Behavior
KW  - Electronic books
KW  - local
N1  - Includes index; Title Page; Copyright; Table of Contents; Introduction; Who This Book Is For; How to Navigate This Book; Chapter 1: Why Service Design; Three Trends That Make Service Design Relevant Today; Use Service Design to Deal with Business Ambitions and Organizational Challenges; Key Concepts; Chapter 2: Foundations: Three Critical Factors in Service Design; Movement; Structures; Behavior; Challenges; Chapter 3: The Customer Story: Understanding Customers Better Provides the Basis for Customer-Driven Service Improvement and Innovation; Get the Basics Right and Achieve Customer Experience Excellence; Prevent Customer Irritations and FailuresEngage Customers Effectively; High-Impact Customer Innovations; Chapter 4: Business Impact: Designing a Service around Customers' Needs Provides a New Way to Address Age-Old Business Challenges; Innovate New Business Concepts; Becoming a More Digital Business; Achieve Higher Customer Performance; Successful Launch and Adoption of a New Product or Service; Chapter 5: Organizational Challenge: Using Customer Centricity to Move Your Organization Forward; Foster Internal Alignment and Collaboration; Deliver Better Staff Engagement and Participation; Build a Customer-Centric OrganizationBuilding a More Agile Organization; Chapter 6: Tools; Customer Profiles; Customer Insights; Customer Journeys; Customer LifeCycles; Cross-Channel Views; Service Scenarios; Organizational Impact Analysis; Creative Design Workshops; Acknowledgements; Index; End User License Agreement
UR  - http://onlinelibrary.wiley.com/book/10.1002/9781119176541
ER  -