TY  - BOOK
AU  - Reason Ben, Lovlie Lavrans, Flu Melvin Brand
TI  - A practical guide to optimizing the customer experience: Service Design for Business 
SN  - 978-81-265-6006-6
U1  - 658.3152 23
PY  - 2016///
CY  - New Jersey.
PB  - Wiley.
N1  - 1.Why service design
2.Foundations:Three critical factors in service design
3.The customer story:Understanding customer better provides the basis for customer-driven service improvement and innovation
4.Business Impact:Designing a service around customers needs provides a new way to Address age-old business challenges
5.Organizational Challenge:Using customer centricity to move your organization forward
6.Tools
ER  -