How to Have Your Cake and Eat It Too: An Introduction to Service Design

Klaar, Margus J.

ISBN 10: 9063693818 / ISBN 13: 9789063693817

Published by Laurence King Publishing, 2015

About this Item

Item in good condition. Textbooks may not include supplemental items i.e. CDs, access codes etc. Seller Inventory # 00049802718

Bibliographic Details

Title: How to Have Your Cake and Eat It Too: An ...

Publisher: Laurence King Publishing

Publication Date: 2015

Binding: Soft cover

Condition: Good

About this title

Synopsis:

The vast majority of managers surveyed consider customer experience as the most important battleground for competitive advantage. The process of designing services is very specific to each individual business. However, discovering what people actually want and value is a universal process. This process of discovery is the subject of this book.

From the Back Cover:

What used to be your competitive advantage is now a market standard, a 'hygiene factor'. All cars work, all airlines get you there, all computers compute. The difference now is not in what you do, but how you do it. And importantly, how pleasant, easy and fun the experience is for your customers.

The customer experience.
It’s the difference between them returning or avoiding you like the plague. You can design their experience to be positive and save half of your marketing budget in the process. Or, in other words, let you have your cake and eat it too.