Design Thinking For Customer Excellence

Author :
Publisher : Humane Design & Innovation Consulting LLP
ISBN 13 :
Total Pages : 33 pages
Book Rating : 4./5 ( download)

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Download or read book Design Thinking For Customer Excellence written by and published by Humane Design & Innovation Consulting LLP. This book was released on 2023-10-16 with total page 33 pages. Available in PDF, EPUB and Kindle. Book excerpt: In today’s fast-paced business environment, ensuring outstanding customer experiences is paramount to achieving success. Design Thinking for Customer Excellence serves as your comprehensive guide to revolutionizing customer satisfaction and fostering unwavering customer loyalty through the principles of Design Thinking.This book unlocks the potential of Design Thinking to significantly impact Customer Lifetime Value. It equips you with five proven strategies that will completely transform how you enhance CLV. Additionally, you’ll gain invaluable insights into the essential practice of Customer Journey Mapping, a critical tool for delighting your customers. You’ll be taken on a visual journey through the stages of the customer experience, understanding their unique needs at each step. Master the art of crafting effective Customer Journey Maps and employing them to elevate the customer journey. Real-world case studies, including illuminating examples from industry giants like Apple’s Genius Bar and Taj Hotels, underscore the tangible advantages of implementing Design Thinking in customer service.However, this guide continues beyond success stories. It offers a glimpse into the hurdles businesses often encounter while embracing Design Thinking and equips you with strategies to navigate these challenges adeptly. Prepare to witness the transformative power of Design Thinking as it reshapes your approach to customer service, enabling you to view your business through the discerning eyes of your customers.

Author : Thomas Lockwood
Publisher : Simon and Schuster
ISBN 13 : 1581157347
Total Pages : 304 pages
Book Rating : 4.45/5 ( download)

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Download or read book Design Thinking written by Thomas Lockwood and published by Simon and Schuster. This book was released on 2010-02-16 with total page 304 pages. Available in PDF, EPUB and Kindle. Book excerpt: This thought-provoking and inspirational book covers such topics as: developing a solid creative process through “Visual Reflection Notebooks” and “Bring Play to Work”; understanding the artist’s unique identity in relation to the larger culture; building systems of support and collaboration; explaining how an artist’s needs and passions can lead to innovation and authenticity; using language to inspire visual creativity; responding to the Internet and changing concepts of what is public and private; and accepting digression as a creative necessity. Through the exercises and techniques outlined in Art Without Compromise*, the reader will develop new confidence to pursue individual goals and inspiration to explore new paths, along with motivation to overcome creative blocks. With a revised understanding of the relevance in their own work within the sphere of contemporary culture, the artist will come away with a clearer perspective on his or her past and future work and a critical eye for personal authenticity.

Author : Marc Stickdorn
Publisher : Bis Publishers
ISBN 13 : 9789063692797
Total Pages : 376 pages
Book Rating : 4.9X/5 ( download)

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Download or read book This is Service Design Thinking written by Marc Stickdorn and published by Bis Publishers. This book was released on 2012 with total page 376 pages. Available in PDF, EPUB and Kindle. Book excerpt: This book, assembled to describe and illustrate the emerging field of service design, was brought together using exactly the same co-creative and user-centred approaches you can read and learn about inside. The boundaries between products and services are blurring and it is time for a different way of thinking: this is service design thinking. A set of 23 international authors and even more online contributors from the global service design community invested their knowledge, experience and passion together to create this book. It introduces service design thinking in manner accessible to beginners and students, it broadens the knowledge and can act as a resource for experienced design professionals.

Author : Marc Stickdorn
Publisher : "O'Reilly Media, Inc."
ISBN 13 : 1491927135
Total Pages : 1341 pages
Book Rating : 4.37/5 ( download)

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Download or read book This Is Service Design Doing written by Marc Stickdorn and published by "O'Reilly Media, Inc.". This book was released on 2018-01-02 with total page 1341 pages. Available in PDF, EPUB and Kindle. Book excerpt: 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.

Author : Marc Stickdorn
Publisher : John Wiley & Sons
ISBN 13 : 1118156307
Total Pages : 389 pages
Book Rating : 4.08/5 ( download)

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Download or read book This is Service Design Thinking written by Marc Stickdorn and published by John Wiley & Sons. This book was released on 2012-01-11 with total page 389 pages. Available in PDF, EPUB and Kindle. Book excerpt: How to design and market services to create outstanding customer experiences Service design thinking is the designing and marketing of services that improve the customer experience, and the interactions between the service providers and the customers. If you have two coffee shops right next to each other, and each sell the exact same coffee at the exact same price, service design is what makes you walk into one and not the other. Maybe one plays music and the other doesn't. Maybe one takes credit cards and the other is cash only. Maybe you like the layout of one over the other, or one has more comfortable seating. Maybe the staff at one is friendlier, or draws fun shapes on the top of their lattes. All of these nuances relate to service design. This Is Service Design Thinking combines the knowledge of twenty-three international authors and even more online contributors from the global service design community and is divided into three sections: Basics: outlines service design thinking along five basic principles Tools: describing a variety of tools and methods used in Service Design Thinking Cases: vivid examples for the introduced fundamentals with real-life case studies from 5 companies that did inspiring projects within the field of Service Design At the end, a one-page "Customer Journey Canvas" is included, which can be used to quickly sketch any service on a single sheet of paper—capturing different stakeholder concerns: e.g. customers, front-line staff and management.

Author : Mark Stanley Pmp
Publisher : Jones Media Publishing
ISBN 13 : 9781945849770
Total Pages : 110 pages
Book Rating : 4.70/5 ( download)

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Download or read book Experience Design for Customer Service written by Mark Stanley Pmp and published by Jones Media Publishing. This book was released on 2019-03-05 with total page 110 pages. Available in PDF, EPUB and Kindle. Book excerpt: Senior executives from a well-known company have gathered at an off-site meeting. They are there to review the latest company results before they will be released to the public. Revenue is flat, profits are not growing, and customers are not saying nice things on social media. No one at the meeting has a clear idea of why, and there aren't any new ideas on the table. The only thing everyone seems to be good at is offering excuses about why things are the way they are. After all, the search for someone to blame is always successful. Are you at that point with your company? Do you struggle with aligning the service you deliver to the promise made by your brand? Which stage of grief are you in: denial, anger, bargaining, or depression? Or have you reached the point of acceptance that it's time to change? Experience Design for Customer Service: How to go from mediocre to great! introduces The Service Trifecta, the three fundamental pillars of iconic service: What job were you hired to do? How will you do the job efficiently? How can you create an effective, memorable experience? Are you are looking for logical, intuitive, concrete steps you can take right now? Steps that will deliver a differentiated experience for your customers? Then this book is for you. The concepts outlined inside are used by leading companies around the world. It works for them, and it will work for you. Open it up and see for yourself! Praise For Experience Design For Customer Service: "Experience Design for Customer Service is for everyone who wants to turn their mundane service interactions into engaging encounters, experiences that create a memory within each individual customer. Mark Stanley (one of our Certified Experience Economy Experts) masterfully shows you step by step how to make it happen - while properly noting that it won't be easy, but it will be worth it." - B. Joseph Pine II, co-author, The Experience Economy "Useful without being overused. Stanley excels at giving real life advice for real life situations, neatly grounded in solid, down-to-earth theory. If you're in the business of improving your business, this book is for you." - Claus Raasted, Co-Founder, the College of Extraordinary Experiences "Mark Stanley has boiled down the often nebulous and frustrating world of customer service with his neat, clear, and actionable Service Trifecta. By taking his 30-question survey on each of the three areas (Jobs to be done, Process efficiency, and Memorable experiences), and then his final survey on change readiness, you will be well on the way to upgrade, significantly, your customers' experience with your brand, and your service operations. Mark's emphasis on story telling is also spot on, an excellent reminder to make sure that your employees and your customers, and indeed the entire enterprise, needs to collect, assess, and circulate good stories and bad stories. I highly recommend Experience Design for Customer Service: How to go from mediocre to great!" - Bill Price, author, The Best Service Is No Service "A frictionless service experience generates instant joys to customers and is soon to be forgot; a branded service experience creates memorable pleasures and builds your brand. Mark Stanley will help you to make the right choice and achieve your goals!" - Sampson Lee, author, PIG Strategy: Make Customer Centricity Obsolete and Start a Resource Revolution "Customer Experience is more than saying we care about our loyal subscribers. It's providing value that drives loyalty and retention." - Jerry Hill, Vice President Consumer Sales & Marketing Operations at Gannett USA TODAY

Author : Mario A. Pfannstiel
Publisher : Springer
ISBN 13 : 3030007499
Total Pages : 535 pages
Book Rating : 4.92/5 ( download)

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Download or read book Service Design and Service Thinking in Healthcare and Hospital Management written by Mario A. Pfannstiel and published by Springer. This book was released on 2018-12-28 with total page 535 pages. Available in PDF, EPUB and Kindle. Book excerpt: This book examines the nature of service design and service thinking in healthcare and hospital management. By adopting both a service-based provider perspective and a consumer-oriented perspective, the book highlights various healthcare services, methods and tools that are desirable for customers and effective for healthcare providers. In addition, readers will learn about new research directions, as well as strategies and innovations to develop service solutions that are affordable, sustainable, and consumer-oriented. Lastly, the book discusses policy options to improve the service delivery process and customer satisfaction in the healthcare and hospital sector. The contributors cover various aspects and fields of application of service design and service thinking, including service design processes, tools and methods; service blueprints and service delivery; creation and implementation of services; interaction design and user experience; design of service touchpoints and service interfaces; service excellence and service innovation. The book will appeal to all scholars and practitioners in the hospital and healthcare sector who are interested in organizational development, service business model innovation, customer involvement and perceptions, and service experience.

Author : Andy Polaine
Publisher : Rosenfeld Media
ISBN 13 : 1933820616
Total Pages : 216 pages
Book Rating : 4.13/5 ( download)

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Download or read book Service Design written by Andy Polaine and published by Rosenfeld Media. This book was released on 2013-03-13 with total page 216 pages. Available in PDF, EPUB and Kindle. Book excerpt: Service Design is an eminently practical guide to designing services that work for people. It offers powerful insights, methods, and case studies to help you design, implement, and measure multichannel service experiences with greater impact for customers, businesses, and society.

Author : Joe Heapy
Publisher : Kogan Page Publishers
ISBN 13 : 0749483024
Total Pages : 217 pages
Book Rating : 4.29/5 ( download)

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Download or read book Customer-Driven Transformation written by Joe Heapy and published by Kogan Page Publishers. This book was released on 2018-07-03 with total page 217 pages. Available in PDF, EPUB and Kindle. Book excerpt: Service design is the activity of utilizing resources and people to build and sustain services that not only meet customers' needs, but also add that little bit of magic or true competitive advantage. In an overcrowded marketplace there is often little opportunity to break away from the pack and influence customer perceptions; Customer-Driven Transformation demonstrates how to use design thinking as a driver for organizational change to translate your vision into compelling services that will delight your customers. How did companies like Netflix, Airbnb and Uber revolutionize industries and win loyal followers? They started here. By thinking about what customers need foremost, you can reinvent your value proposition and deliver services that work. Customer-Driven Transformation shows how to instill an outside-in approach to strategy, moving away from management that's technology, marketing or resource optimization-led, towards being customer-inspired and experimental with innovation. It is a practical guide for any business to lead a transformational programme and use design thinking to change how services are created, ensuring they are expertly designed, elegant in use and advance in customer-mindedness. With ground-breaking case studies from the likes of E.On Energy, Hyundai Motor Company and Bupa, this cutting-edge book will empower companies to take control of customer experience and deliver long-lasting and impactful change. Focusing on one of the hottest management topics, it is an inspiring read for any business leader to understand how to reinvent their value proposition, gain market share and win customers.

Author : Thomas A. Stewart
Publisher : HarperCollins
ISBN 13 : 0062415700
Total Pages : 336 pages
Book Rating : 4.07/5 ( download)

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Download or read book Woo, Wow, and Win written by Thomas A. Stewart and published by HarperCollins. This book was released on 2016-11-29 with total page 336 pages. Available in PDF, EPUB and Kindle. Book excerpt: In this pioneering guide, two business authorities introduce the new discipline of Service Design and reveal why trying new strategies for pleasing customers isn’t enough to differentiate your business—it needs to be designed for service from the ground up. Woo, Wow, and Win reveals the importance of designing your company around service, and offers clear, practical strategies based on the idea that the design of services is markedly different than manufacturing. Bestselling authors and business experts Thomas A. Stewart and Patricia O’Connell contend that most companies, both digital and brick-and-mortar, B2B or B2C; are not designed for service—to provide an experience that matches a customer’s expectations with every interaction and serves the company’s needs. When customers have more choices than ever before, study after study reveals that it’s the experience that makes the difference. To provide great experiences that keep customers coming back, businesses must design their services with as much care as their products. Service Design is proactive—it is about delivering on your promise to customers in accordance with your strategy, not about acceding to customer dictates. Woo, Wow, and Win teaches you how to create "Ahhh" moments when the customer makes a positive judgment, and to avoid Ow" moments—when you lose a sale or worse, customer trust. Whether you’re giving a haircut, selling life insurance, or managing an office building, your customer is as much a part of your business as your employees are. Together, you and customers create a bank of trust; fueled by knowledge of each other’s skills and preferences. This is Customer Capital, the authors explain, and it is jointly owned. But it’s up to you to manage it profitably. Innovative yet grounded in real world examples, Woo, Wow, and Win is the key strategy for winning customers—and keeping them.