Title
This is Service Design Thinking: Basics, Tools, Cases,New
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How to design and market services to create outstanding customer experiencesService 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 twentythree 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 reallife case studies from 5 companies that did inspiring projects within the field of Service DesignAt the end, a onepage 'Customer Journey Canvas' is included, which can be used to quickly sketch any service on a single sheet of papercapturing different stakeholder concerns: e.g. customers, frontline staff and management.
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- Q: What is 'This is Service Design Thinking' about? A: 'This is Service Design Thinking' focuses on designing and marketing services to enhance customer experiences. It outlines principles, tools, and real-life case studies to illustrate effective service design.
- Q: Who are the authors of this book? A: The book is authored by Marc Stickdorn and features contributions from twenty-three international authors and numerous online contributors from the global service design community.
- Q: What are the main sections of the book? A: The book is divided into three main sections: Basics, which explains service design thinking; Tools, which describes various methods used in service design; and Cases, which provides real-life examples from five companies.
- Q: What is included at the end of the book? A: At the end of the book, there is a one-page 'Customer Journey Canvas' that allows readers to sketch any service on a single sheet of paper, capturing the concerns of different stakeholders.
- Q: Is this book suitable for beginners? A: Yes, 'This is Service Design Thinking' is suitable for both beginners and experienced professionals, as it outlines foundational principles and practical tools for effective service design.
- Q: What is the publication date of this book? A: The book was published on January 11, 2012.
- Q: How many pages does the book have? A: The book contains 384 pages.
- Q: What is the binding type of this book? A: 'This is Service Design Thinking' is available in paperback binding.
- Q: What is the condition of the book? A: The book is in new condition.
- Q: Can this book help improve customer service in my business? A: Yes, by learning the principles and tools of service design thinking, you can implement strategies that enhance customer service and overall customer experiences in your business.