X

Sign Up




READARA
This is Service Design Thinking: Basics, Tools, Cases

Overall Rating

NA

Reviews

NA

This Is Service Design Thinking: Basics, Tools, Cases

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.

Wiley

Wiley

No image

Marc Stickdorn

No image

Jakob Schneider

No of Pages
384
Publisher
Wiley
ISBN-13
9781118156308
Awards
None
Book Format
Paperback
Published Date
Jan 11, 2012

Circles

Not in any circle

Book Journey

Reviews [0]

Likes [0]

Recommends [0]

Bookshelf [0]

Table of Contents

No data Found

About Marc Stickdorn

No data Found

About Jakob Schneider

No data Found

Other Books by Author

No Books Available

More Customer Service Related Books

other Related books
Outside In: The Power of Putting Customers at the Center of Your Business
Outside In: The Power of Putting Customers at the Center of Your Business
Author :
Harley Manning, Kerry Bodine
Publisher :
New Harvest
Published Date :
Aug 28, 2012
No of Pages :
272
Book Format :
Hardcover
Category :
Customer Service
other Related books
This is Service Design Thinking: Basics, Tools, Cases
This is Service Design Thinking: Basics, Tools, Cases
Author :
Marc Stickdorn, Jakob Schneider
Publisher :
Wiley
Published Date :
Jan 11, 2012
No of Pages :
384
Book Format :
Paperback
Category :
Customer Service
other Related books
Attracting Perfect Customers: The Power of Strategic Synchronicity
Attracting Perfect Customers: The Power of Strategic Synchronicity
Author :
Stacey Hall, Jan Brogniez
Publisher :
Berrett-Koehler Publishers
Published Date :
Oct 15, 2001
No of Pages :
200
Book Format :
Paperback
Category :
Customer Service
other Related books
LEGENDARY SERVICE: The Key is to Care
LEGENDARY SERVICE: The Key is to Care
Author :
Ken Blanchard, Vicki Halsey, Kathy Cuff
Publisher :
McGraw-Hill
Published Date :
Apr 15, 2014
No of Pages :
176
Book Format :
Hardcover
Category :
Customer Service
other Related books
Lean Customer Development: Building Products Your Customers Will Buy
Lean Customer Development: Building Products Your Customers Will Buy
Author :
Cindy Alvarez
Publisher :
O'Reilly Media
Published Date :
Jun 8, 2014
No of Pages :
240
Book Format :
Hardcover
Category :
Customer Service
other Related books
Permission Marketing: Turning Strangers into Friends and Friends into Customers
Permission Marketing: Turning Strangers into Friends and Friends into Customers
Author :
Seth Godin
Publisher :
Simon & Schuster
Published Date :
May 6, 1999
No of Pages :
256
Book Format :
Hardcover
Category :
Customer Service
other Related books
Call Center Management on Fast Forward: Succeeding in the New Era of Customer Relationships (3rd Edition)
Call Center Management on Fast Forward: Succeeding in the New Era of Customer Relationships (3rd Edition)
Author :
Brad Cleveland
Publisher :
ICMI Press
Published Date :
May 8, 2012
No of Pages :
510
Book Format :
Perfect Paperback
Category :
Customer Service
other Related books
The Cornell School of Hotel Administration on Hospitality: Cutting Edge Thinking and Practice
The Cornell School of Hotel Administration on Hospitality: Cutting Edge Thinking and Practice
Author :
Brad Cleveland
Publisher :
Wiley
Published Date :
Apr 26, 2011
No of Pages :
512
Book Format :
Hardcover
Category :
Customer Service
other Related books
Zombie Loyalists: Using Great Service to Create Rabid Fans
Zombie Loyalists: Using Great Service to Create Rabid Fans
Author :
Peter Shankman
Publisher :
Palgrave Macmillan Trade
Published Date :
Jan 27, 2015
No of Pages :
256
Book Format :
Hardcover
Category :
Customer Service
other Related books
Customer Satisfaction Is Worthless, Customer Loyalty Is Priceless: How to Make Customers Love You, Keep Them Coming Back and Tell Everyone They Know
Customer Satisfaction Is Worthless, Customer Loyalty Is Priceless: How to Make Customers Love You, Keep Them Coming Back and Tell Everyone They Know
Author :
Jeffery Gitomer
Publisher :
Bard Press
Published Date :
Jun 12, 1998
No of Pages :
288
Book Format :
Hardcover
Category :
Customer Service
other Related books
The Experience: The 5 Principles of Disney Service and Relationship Excellence
The Experience: The 5 Principles of Disney Service and Relationship Excellence
Author :
Bruce Loeffler, Brian Church
Publisher :
Wiley
Published Date :
Apr 20, 2015
No of Pages :
304
Book Format :
Hardcover
Category :
Customer Service
other Related books
Customer Service Skills for Success
Customer Service Skills for Success
Author :
Robert Lucas
Publisher :
McGraw-Hill/Irwin
Published Date :
Feb 3, 2014
No of Pages :
448
Book Format :
Paperback
Category :
Customer Service
other Related books
The Thank You Economy
The Thank You Economy
Author :
Gary Vaynerchuk
Publisher :
HarperBusiness
Published Date :
Mar 8, 2011
No of Pages :
256
Book Format :
Hardcover
Category :
Customer Service
other Related books
Exceptional Service, Exceptional Profit: The Secrets of Building a Five-Star Customer Service Organization
Exceptional Service, Exceptional Profit: The Secrets of Building a Five-Star Customer Service Organization
Author :
Leonardo Inghilleri, Micah Solomon
Publisher :
AMACOM
Published Date :
Apr 7, 2010
No of Pages :
170
Book Format :
Hardcover
Category :
Customer Service
other Related books
Teach Yourself VISUALLY Salesforce.com (Teach Yourself VISUALLY (Tech))
Teach Yourself VISUALLY Salesforce.com (Teach Yourself VISUALLY (Tech))
Author :
Justin Davis, Kristine Curington
Publisher :
Visual
Published Date :
Mar 30, 2015
No of Pages :
352
Book Format :
Paperback
Category :
Customer Service
other Related books
Interior Design Clients: The Designer's Guide to Building and Keeping a Great Clientele
Interior Design Clients: The Designer's Guide to Building and Keeping a Great Clientele
Author :
Thomas L. Williams
Publisher :
Allworth Press
Published Date :
Jun 29, 2010
No of Pages :
256
Book Format :
Paperback
Category :
Customer Service
other Related books
Uncommon Service: How to Win by Putting Customers at the Core of Your Business
Uncommon Service: How to Win by Putting Customers at the Core of Your Business
Author :
Frances Frei, Anne Morriss
Publisher :
Harvard Business Review Press
Published Date :
Feb 7, 2012
No of Pages :
272
Book Format :
Hardcover
Category :
Customer Service
other Related books
The Customer Service Revolution: Overthrow Conventional Business, Inspire Employees, and Change the World
The Customer Service Revolution: Overthrow Conventional Business, Inspire Employees, and Change the World
Author :
John R. Dijulius III
Publisher :
Greenleaf Book Group Press
Published Date :
Jan 6, 2015
No of Pages :
200
Book Format :
Hardcover
Category :
Customer Service
other Related books
Salesforce CRM - The Definitive Admin Handbook - Third Edition
Salesforce CRM - The Definitive Admin Handbook - Third Edition
Author :
Paul Goodey
Publisher :
Packt Publishing - ebooks Account
Published Date :
Jan 26, 2015
No of Pages :
460
Book Format :
Paperback
Category :
Customer Service
other Related books
The Supernova Advisor: Crossing the Invisible Bridge to Exceptional Client Service and Consistent Growth
The Supernova Advisor: Crossing the Invisible Bridge to Exceptional Client Service and Consistent Growth
Author :
Rob Knapp
Publisher :
John Wiley & Sons, Inc.
Published Date :
Dec 5, 2007
No of Pages :
127
Book Format :
Hardcover
Category :
Customer Service
+

Editorial Reviews

No Editorial Reviews Available

Community Reviews

No Community Reviews Available

Press Releases

No Press Release found

Testimonials

No Data available

Market Place