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This Is Service Design Doing: Using Research and Customer Journey Maps to Create Successful Services
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Bibliographic Detail
Publisher Oreilly & Associates Inc
Publication date November 25, 2016
Pages 400
Binding Paperback
Book category Adult Non-Fiction
ISBN-13 9781491927182
ISBN-10 1491927186
Dimensions 0 by 7.50 by 9.25 in.
Original list price $39.99
Summaries and Reviews
Amazon.com description: Product Description:

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.



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Paperback
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With Markus Edgar Hormess, Adam Lawrence, Marc Stickdorn | from Oreilly & Associates Inc (November 25, 2016)
9781491927182 | details & prices | 400 pages | List price $39.99
About: How can you establish a customer-centric culture in an organization?

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