Adam Lawrence , Jakob Schneider , Markus Edgar Hormess , Marc Stickdorn
How can you establish a customer-centric culture in an organization? This is the first comprehensive book on how to actually do service design to improve the quality and the interaction between service providers and customers. You’ll learn specific facilitation guidelines on how to run workshops, perform all of the main service design methods, implement concepts in reality, and embed service design successfully in an organization.
Great customer experience needs a common language across disciplines to break down silos within an organization. This book provides a consistent model for accomplishing this and offers hands-on descriptions of every single step, tool, and method used.You’ll be able to focus on your customers and iteratively improve their experience.
Move from theory to practice and build sustainable business success.
Service design is a rapidly growing area of interest in design and business management.
There are a lot of books on how to get started, but this is the first book that describes what a ‘good’ service is and how to design one.
This book lays out the essential principles for building services that work well for users.
Demystifying what we mean by a ‘good’ and ‘bad’ service and describing the common elements within all services that mean they either work for users or don’t. A practical book for practitioners and non-practitioners alike interested in better service delivery, this book is the definitive new guide to designing services that work for users.