This is service design doing : applying service design thinking in the real world : a practitioner's handbook / by Marc Stickdorn [and three others].

Format:

Book

Author/Creator:

Stickdorn, Marc, author.

Language:

English

Subjects (All):

Service industries--Management.

Service industries.

Physical Description:

1 online resource (542 pages) : illustrations (some color)

Edition:

First edition.

Place of Publication:

Sebastopol, California : O'Reilly Media, Inc., 2018.

System Details:

text file

Summary:

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.

Notes:

Includes bibliographical references at the end of each chapters and index.

Description based on online resource; title from PDF title page (EBC, viewed February 10, 2018).

ISBN:

9781491927137

1491927135

9781491927175

1491927178

9781491927151

1491927151

9781491927182

1491927186

OCLC:

1020492516