How can a customer-oriented culture be established in an organization? This is the first comprehensive book on how to effectively implement service design to improve the quality and interaction between service providers and customers. You will learn specific guidelines for facilitation, how to conduct workshops, apply all important service design methods, turn concepts into reality, and successfully embed service design within an organization.

A great customer experience requires a common language across disciplines to break down silos within an organization. This book provides a consistent model to achieve this goal and offers practical descriptions of each step, tool, and method used. You will be able to focus on your customers and iteratively enhance their experience.

Transition from theory to practice and build sustainable business success.