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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.

From the brand

Product Development & Design

Sharing the knowledge of experts

O’Reilly’s mission is to change the world by sharing the knowledge of innovators. For over 40 years, we’ve inspired companies and individuals to do new things (and do them better) by providing the skills and understanding that are necessary for success.

Our customers are hungry to build the innovations that propel the world forward. And we help them do just that.

Publisher ‏ : ‎ O’Reilly Media; 1st edition (February 6, 2018)
Language ‏ : ‎ English
Paperback ‏ : ‎ 541 pages
ISBN-10 ‏ : ‎ 1491927186
ISBN-13 ‏ : ‎ 978-1491927182
Item Weight ‏ : ‎ 2.09 pounds
Dimensions ‏ : ‎ 7.25 x 1 x 9 inches

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