This Is Service Design Doing: Using Research and Customer Journey Maps to Create Successful Services

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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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Author : Marc Stickdorn

Pages : 400 pages

Publisher : O'Reilly Media

Language :

ISBN-10 : 1491927186

ISBN-13 : 9781491927182

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This Is Service Design Doing: Using Research and Customer Journey Maps to Create Successful Services

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