000			04443nam a2200301Ia 4500
001			1650
008			230305s2016 xx 000 0 und d
020			_a9781118988923
040			_cTBS
041			_aeng
245		0	_aService design for business
260			_bWiley, _c2016
300			_axi + 189 p. ; 23 cm
500			_aa practical guide to optimizing the customer experience
505			_aChapter 1 Why Service Design 1 _r-- _rThree Trends That Make Service Design Relevant Today 2-- _r-- _rUse Service Design to Deal with Business Ambitions and Organizational Challenges 4-- _r-- _rKey Concepts 7-- _r-- _rChapter 2 Foundations: Three Critical Factors in Service Design 15-- _r-- _rMovement 17-- _r-- _rStructures 32-- _r-- _rBehavior 44-- _r-- _rChallenges 50-- _r-- _rChapter 3 The Customer Story: Understanding Customers Better Provides the Basis for Customer-Driven Service Improvement and Innovation 53-- _r-- _rGet the Basics Right and Achieve Customer Experience Excellence 54-- _r-- _rPrevent Customer Irritations and Failures 62-- _r-- _rEngage Customers Effectively 70-- _r-- _rHigh-Impact Customer Innovations 78-- _r-- _rChapter 4 Business Impact: Designing a Service around Customers' Needs Provides a New Way to Address Age-Old Business Challenges 87-- _r-- _rInnovate New Business Concepts 88-- _r-- _rBecoming a More Digital Business 96-- _r-- _rAchieve Higher Customer Performance 106-- _r-- _rSuccessful Launch and Adoption of a New Product or Service 117-- _r-- _rChapter 5 Organizational Challenge: Using Customer Centricity to Move Your Organization Forward 125-- _r-- _rFoster Internal Alignment and Collaboration 126-- _r-- _rDeliver Better Staff Engagement and Participation 134-- _r-- _rBuild a Customer-Centric Organization 141-- _r-- _rBuilding a More Agile Organization 151-- _r-- _rChapter 6 Tools 161-- _r-- _rCustomer Profiles 162-- _r-- _rCustomer Insights 164-- _r-- _rCustomer Journeys 166-- _r-- _rCustomer LifeCycles 168-- _r-- _rCross-Channel Views 170-- _r-- _rService Scenarios 172-- _r-- _rOrganizational Impact Analysis 174-- _r-- _rCreative DesignWorkshops 177-- _r-- _rAcknowledgements 181-- _r-- _rIndex 183--
520			_aA practical approach to better customer experience through service design ; Service Design for Business helps you transform your customer's experience and keep them engaged through the art of intentional service design. Written by the experts at Livework, this practical guide offers a tangible, effective approach for better responding to customers' needs and demands, and provides concrete strategy that can be implemented immediately. You'll learn how taking a design approach to problem solving helps foster creativity, and how to apply it to the real issues that move businesses forward. Highly visual and organized for easy navigation, this quick read is a handbook for connecting market factors to the organizational challenge of customer experience by seeing your company through the customers' eyes. ; ; Livework pioneered the service design industry, and guides organizations including Sony, the British Government, Volkswagen Procter & Gamble, the BBC, and more toward a more carefully curated customer experience. In this book, the Livework experts show you how to put service design to work in your company to solve the ongoing challenge of winning with customers. ; ; Approach customer experience from a design perspective ; See your organization through the lens of the customer ; Make customer experience an organization-wide responsibility ; Analyze the market factors that dovetail with customer experience design ; The Internet and other digital technology has brought the world to your customers' fingertips. With unprecedented choice, consumers are demanding more than just a great product-the organizations coming out on top are designing and delivering experiences tailored to their customers' wants. Service Design for Business gives you the practical insight and service design perspective you need to shape the way your customers view your organization.
630			_aHF COMMERCE _914
650		0	_aCustomer services _93626
650		0	_aCustomer relations _93627
700			_aBrand Flu, Melvin _eAuthor _93628
700			_aReason, Ben _eAuthor _93629
700			_aLøvlie, Lavrans _eAuthor _93630
856			_uhttps://books.google.es/books?id=WIkgCwAAQBAJ&lpg=PP1&dq=editions%3ASn2bnFR8sA0C&hl=es&pg=PT9#v=onepage&q&f=false
902			_a348
905			_am
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999			_c572 _d572