Search

Customers increasingly demand value from the services they use and expect their changing needs will be met. In Service Design for Business, Ben Reason, Lavrans Løvlie, and Melvin Brand Flu take an outside-in view of the customer lifecycle to determine the most effective means of meeting customer expectations while fulfilling business goals. They look at identifying and addressing customer pain points as well as how to guide users effectively through the service experience. The book provides a blueprint for creating responsive, agile, and customer-centric service structures that attract and retain customers from before engagement with the service to after the contract is fulfilled.