This Is Service Design Doing: Applying Service Design Thinking in the Real World

Marc Stickdorn, Markus Edgar Hormess, Adam Lawrence, Jakob Schneider

This Is Service Design Doing: Applying Service Design Thinking in the Real World

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商品描述

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.

商品描述(中文翻譯)

如何在組織中建立以客戶為中心的文化？這是第一本關於如何實際進行服務設計以改善服務提供者和客戶之間質量和互動的綜合性書籍。您將學習具體的引導準則，以便於運營研討會，執行所有主要的服務設計方法，將概念實施到現實中，並成功地將服務設計嵌入組織中。

出色的客戶體驗需要組織內部打破隔閡的共同語言。本書提供了實現這一目標的一致模型，並提供了每個步驟、工具和方法的實用描述。您將能夠專注於客戶，並逐步改善他們的體驗。

從理論轉向實踐，建立可持續的業務成功。

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