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Details
Table of Contents
Introduction
Getting to ahhh!
The service design revolution
Service design and your strategy
The first principle: the customer is always right
if it is the right customer
The second principle: don't surprise and delight your customer
just delight
The third principle: great service must not require heroic efforts
The fourth principle: service design and delivery must be coherent across all platforms
The fifth principle: you are never done
Service design archetypes
Customer capital: when one plus one equals three growth
The virtuous circle: corporate culture and service design
The full circle: the service-product connection
First steps, next steps.
Getting to ahhh!
The service design revolution
Service design and your strategy
The first principle: the customer is always right
if it is the right customer
The second principle: don't surprise and delight your customer
just delight
The third principle: great service must not require heroic efforts
The fourth principle: service design and delivery must be coherent across all platforms
The fifth principle: you are never done
Service design archetypes
Customer capital: when one plus one equals three growth
The virtuous circle: corporate culture and service design
The full circle: the service-product connection
First steps, next steps.