Service design for business : a practical guide to optimizing the customer experience / Ben Reason, Lavrans Løvlie, Melvin Brand Flu
By: Reason, Ben [author].
Contributor(s): Løvlie, Lavrans [author] | Flu, Melvin Brand [author].
Publisher: Hoboken, N.J. : John Wiley & Sons, Inc., ©2016Description: xi, 189 pages : illustrations ; 24 cm.Content type: text Media type: unmediated Carrier type: volumeISBN: 9781118988923.Subject(s): Customer services | Customer relationsGenre/Form: Print books.| Current location | Call number | Status | Date due | Barcode | Item holds |
|---|---|---|---|---|---|
| On Shelf | HF5415.5 .R435 2016 (Browse shelf) | Available | AU00000000010372 |
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
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