Service Blueprints: Step-by-step Guide: 2nd Edition 2nd Edition

In this book is described one of the most powerful tools available to craft a superior experience for your customers. It can transform your organization, and dramatically improve your customer satisfaction and your bottom line. Many goods and services are not truly distinctive. Your competitive advantage is based on how your customers like the experience of buying from you. A service blueprint is a customer-focused process map that differs from other process maps because attention is focuse...