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.
