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Service Design for Business: A Practical Guide to Optimizing the Customer Experience Hardcover – 6 Jan 2016

3.7 out of 5 stars 23 customer reviews

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Frequently bought together

  • Service Design for Business: A Practical Guide to Optimizing the Customer Experience
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  • This is Service Design Thinking. Basics - Tools - Cases
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  • Service Design: From Insight to Implementation
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Product details

  • Hardcover: 208 pages
  • Publisher: John Wiley & Sons (22 Jan. 2016)
  • Language: English
  • ISBN-10: 1118988922
  • ISBN-13: 978-1118988923
  • Product Dimensions: 16.3 x 2 x 23.6 cm
  • Average Customer Review: 3.7 out of 5 stars 23 customer reviews
  • Amazon Bestsellers Rank: 307,536 in Books (See Top 100 in Books)
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Product description

From the Inside Flap

Organizations spend significant time designing tangible products. Services receive less design attention--however, if your business is to succeed in today's highly competitive marketplace, this needs to change. Generally, services are less productive and cause more frustration to customers than products. Service design addresses this quality and productivity gap.

Service Design for Business can help your organization tap into the power of intentional service design to transform your customer's experience. Written by Ben Reason, Lavrans Løvlie, and Melvin Brand Flu from Livework--the world's first service design company--this vital resource shows how to tap into the power of service design to address specific business challenges, create positive outcomes, and enhance capabilities. No matter if your company is involved in business-to-consumer, business-to-business, or government services, all services ultimately serve people. This practical book defines the core principles and presents the formidable tools of service design that can be used successfully across all sectors.

Livework is the groundbreaking leader in the service design industry, and has guided companies toward a more carefully curated customer experience including such noteworthy organizations such as Samsung, Johnson & Johnson, the British Government, the BBC, J.P. Morgan and more. Let Ben Reason, Lavrans Løvlie, and Melvin Brand Flu help you see your organization through the lens of your consumers and show you how to put service design to work in your company.

From the Back Cover


"Service design has been around for 20 years and has matured from a niche design discipline to a more comprehensive and accessible way to tackle customer, business, and organizational challenges. However, it is still under recognized and undervalued by businesses. This book aims to address this in two ways. First, by putting the value of service design into business terms and second, by showing how service design can connect to core business outcomes and capabilities."

From Ben Reason, Lavrans Løvlie, and Melvin Brand Flu, the directors of Livework--the groundbreaking service design company--comes Service Design for Business. This is the indispensable guide for any organization that wants to move their customers to a more positive experience. The authors show how to transform your customer's experience and keep them engaged through the art of intentional service design.

Written in practical terms, Service Design for Business offers all types of organizations (business-to-consumer, business-to-business, or government services) a proven, effective approach for better responding to customers' needs and demands, and provides a strategy that can be implemented immediately.

Reason, Løvlie, and Brand Flu walk you through their winning service design approach to problem solving that can help your business succeed. They give you the tools to tackle the common challenges and resolve real issues in order to move your business forward. Organized for easy navigation, this essential handbook offers the information needed for connecting market factors to the organizational challenge of customer experience by seeing your company through the customers' eyes.

For additional content, cases studies and tools relevant to this book, please visit: www.liveworkstudio.com/SDinB

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