Includes index.

Description based on print version record and CIP data provided by publisher.

Title Page; Copyright; Table of Contents; Introduction; Who This Book Is For; How to Navigate This Book; Chapter 1: Why Service Design; Three Trends That Make Service Design Relevant Today; Use Service Design to Deal with Business Ambitions and Organizational Challenges; Key Concepts; Chapter 2: Foundations: Three Critical Factors in Service Design; Movement; Structures; Behavior; Challenges; Chapter 3: The Customer Story: Understanding Customers Better Provides the Basis for Customer-Driven Service Improvement and Innovation; Get the Basics Right and Achieve Customer Experience Excellence

Prevent Customer Irritations and FailuresEngage Customers Effectively; High-Impact Customer Innovations; Chapter 4: Business Impact: Designing a Service around Customers' Needs Provides a New Way to Address Age-Old Business Challenges; Innovate New Business Concepts; Becoming a More Digital Business; Achieve Higher Customer Performance; Successful Launch and Adoption of a New Product or Service; Chapter 5: Organizational Challenge: Using Customer Centricity to Move Your Organization Forward; Foster Internal Alignment and Collaboration; Deliver Better Staff Engagement and Participation

Build a Customer-Centric OrganizationBuilding a More Agile Organization; Chapter 6: Tools; Customer Profiles; Customer Insights; Customer Journeys; Customer LifeCycles; Cross-Channel Views; Service Scenarios; Organizational Impact Analysis; Creative Design Workshops; Acknowledgements; Index; End User License Agreement