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Ben Reason, Lavrans Løvlie and Melvin Brand Flu
Service Design for Business
A Practical Guide to Optimizing the Customer Experience
Wiley, 2015
¿De qué se trata?
You’ve fixed your products. Now fix your services.
Recommendation
This short book by Livework colleagues Ben Reason, Lavrans Løvlie and Melvin Brand Flu addresses the frequently overlooked practice of service design – how you design the services you provide. Organizations probably should focus at least as much attention on how customers use their services as they focus on their products. A far greater portion of the economy rests on services than manufacturing and, in many cases, producers have all but eliminated the variability in products – you basically get what you pay for and often it doesn’t matter which brand you choose. Services present a different paradigm. Customers rarely know what they’re going to get and they’re often disappointed. Avoid that by designing your service delivery with care. Although this isn’t an in-depth guidebook, the authors provide a useful overview of a big subject that few others have addressed. getAbstract recommends their compact manual to leaders seeking an introduction to service design.
Summary
About the Authors
Ben Reason leads the service design firm Livework where Lavrans Løvlie is a partner and Melvin Brand Flu directs strategy and business design.
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