Reason, Ben 1972- creator Løvlie, Lavrans 1969- author. Flu, Melvin Brand 1966- author. text Electronic books. Electronic books. Electronic books. nju 2016 monographic eng

electronic resource

1 online resource. 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 Ben Reason, Lavrans Løvlie, Melvin Brand Flu. Includes index. Customer services Customer relations Customer relations Customer services BUSINESS & ECONOMICS / Industrial Management BUSINESS & ECONOMICS / Management BUSINESS & ECONOMICS / Management Science BUSINESS & ECONOMICS / Organizational Behavior HF5415.5 658.8/12 Reason, Ben, 1972- author. Hoboken, N.J. : John Wiley & Sons, Inc., [2016] (DLC) 2015032743 9781118988947 (epub) 1118988949 (epub) 9781118988930 (pdf) 1118988930 (pdf) 9781119176541 1119176549 1118988922 (cloth) 9781118988923 (cloth) 2015038621 FB71E088-0C2A-4467-BF58-885DC74E317E OverDrive, Inc. http://onlinelibrary.wiley.com/book/10.1002/9781119176541 http://onlinelibrary.wiley.com/book/10.1002/9781119176541 DLC 151005 20170918133022.0 ocn922970973 eng