04406cam a2200781 i 4500 ocn922970973 OCoLC 20170918133022.0 m o d cr ||||||||||| 151005s2016 nju o 001 0 eng 2015038621 9781118988947 (epub) 1118988949 (epub) 9781118988930 (pdf) 1118988930 (pdf) 9781118988923 (cloth) 9781119176541 1119176549 1118988922 (cloth) 9781118988923 (cloth) 10.1002/9781119176541 doi NLGGC 40092286X GBVCP 845216066 AU@ 000057304307 DEBBG BV043627905 DEBBG BV043399133 NLGGC 40812444X (OCoLC)922970973 (OCoLC)935254420 (OCoLC)946944195 FB71E088-0C2A-4467-BF58-885DC74E317E OverDrive, Inc. http://www.overdrive.com DLC eng rda DLC YDX OCLCF N$T IDEBK YDXCP TEFOD DG1 CDX QGK COO UMI EBLCP DEBBG AJB pcc MAIN HF5415.5 BUS 082000 bisacsh BUS 041000 bisacsh BUS 042000 bisacsh BUS 085000 bisacsh 658.8/12 23 Reason, Ben, 1972- Service design for business : a practical guide to optimizing the customer experience / Ben Reason, Lavrans Løvlie, Melvin Brand Flu. [electronic resource] Hoboken, New Jersey : Wiley, [2016] 1 online resource. text rdacontent computer rdamedia online resource rdacarrier 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 Description based on print version record and CIP data provided by publisher. Customer services. Customer relations. Customer relations. fast (OCoLC)fst00885533 Customer services. fast (OCoLC)fst00885545 BUSINESS & ECONOMICS / Industrial Management bisacsh BUSINESS & ECONOMICS / Management bisacsh BUSINESS & ECONOMICS / Management Science bisacsh BUSINESS & ECONOMICS / Organizational Behavior bisacsh Electronic books. Electronic books. Electronic books. local Løvlie, Lavrans, 1969- author. Flu, Melvin Brand, 1966- author. Print version: Reason, Ben, 1972- author. Service design for business Hoboken, N.J. : John Wiley & Sons, Inc., [2016] 9781118988923 (DLC) 2015032743 http://onlinelibrary.wiley.com/book/10.1002/9781119176541 Wiley Online Library ddc BK 208188 208188