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Service Design

From Insight to Implementation

by Lavrans Løvlie, Dr. Andy Polaine, Ben Reason ...

Over the past decade, service designers have played an essential role in creating comprehensive, customer-focused products and services. This updated edition of an industry classic highlights the practice’s evolution and broadened impact in the business world. You’ll benefit from new frameworks, tools, and methods, and learn from fresh case studies that demonstrate the value of service design ... Read more

$40.99 USD

Over the past decade, service designers have played an essential role in creating comprehensive, customer-focused products and services. This updated edition of an industry classic highlights the practice’s evolution and broadened impact in the business world. You’ll benefit from new frameworks, tools, and methods, and learn from fresh case studies that demonstrate the value of service design
... Read more
Service Design for Business

A Practical Guide to Optimizing the Customer Experience

by Ben Reason, Melvin Brand Flu, Lavrans Løvlie ...

A practical approach to better customer experience through service designService Design for Business helps you transform your customer's experience and keep them engaged through the art of intentional service design. Written by the experts at Livework, this practical guide offers a tangible, effective approach for better responding to customers' needs and demands, and provides concrete strategy ... Read more

$17.00 USD

A practical approach to better customer experience through service designService Design for Business helps you transform your customer's experience and keep them engaged through the art of intentional service design. Written by the experts at Livework, this practical guide offers a tangible, effective approach for better responding to customers' needs and demands, and provides concrete strategy
... Read more

What's the Secret?

To Providing a World-Class Customer Experience

by John R. DiJulius III ...

What's the Secret? gives you an inside look at the world-class customer service strategies of some of today's best companies. You'll learn how companies like Disney, Nordstrom, and The Ritz-Carlton get 50,000 employees to deliver world-class customer service on a consistent basis- and how your company can too. Packed with insider knowledge and a wealth of proven best practices, author John ... Read more

$18.00 USD

What's the Secret? gives you an inside look at the world-class customer service strategies of some of today's best companies. You'll learn how companies like Disney, Nordstrom, and The Ritz-Carlton get 50,000 employees to deliver world-class customer service on a consistent basis- and how your company can too. Packed with insider knowledge and a wealth of proven best practices, author John
... Read more
When Digital Becomes Human

The Transformation of Customer Relationships

by Steven Van Belleghem ...

WINNER: CMI Management Book of the Year Awards 2016 - Commuter's Read CategoryIn an age when customers have access to vast amounts of data about a company, its product and its competitors, customer experience becomes increasingly important as a sustainable source of competitive advantage. But success doesn't just rely on digital engagement and excellence, but also on combining a digital-first ... Read more

$35.09 USD

WINNER: CMI Management Book of the Year Awards 2016 - Commuter's Read CategoryIn an age when customers have access to vast amounts of data about a company, its product and its competitors, customer experience becomes increasingly important as a sustainable source of competitive advantage. But success doesn't just rely on digital engagement and excellence, but also on combining a digital-first
... Read more
Customer Service Management Training 101

Quick and Easy Techniques That Get Great Results

by Renee Evenson ...

Becoming a great customer service manager requires an intentional focus on skills beyond those required for exemplary customer service. Building off the success of her book Customer Service Management Training 101, author Renée Evenson shows readers what it takes to advance to the next stage in their careers--focusing on their development as managers. Filled with the same accessible, step-by-step ... Read more

$7.99 USD or Free with Kobo Plus

Becoming a great customer service manager requires an intentional focus on skills beyond those required for exemplary customer service. Building off the success of her book Customer Service Management Training 101, author Renée Evenson shows readers what it takes to advance to the next stage in their careers--focusing on their development as managers. Filled with the same accessible, step-by-step
... Read more
Best Practices

Building Your Business with Customer-Focused Solut

by Arthur Andersen, Robert Heibeler, Thomas B. Kelly, Charles Ketteman ...

Comprehensive and on the cutting edge, Best Practices will serve as an invaluable information resource.**What makes the world's top companies so adept at providing stellar customer service? How do they meet the needs of every customer and still turn healthy profits? And, most important, how can you adapt their practices to fit your business?Thanks to over six years of ongoing research and an ... Read more

$12.99 USD

Comprehensive and on the cutting edge, Best Practices will serve as an invaluable information resource.**What makes the world's top companies so adept at providing stellar customer service? How do they meet the needs of every customer and still turn healthy profits? And, most important, how can you adapt their practices to fit your business?Thanks to over six years of ongoing research and an
... Read more
Wal-Mart: The Bully of Bentonville

How the High Cost of Everyday Low Prices is Hurting America

by Anthony Bianco ...

The largest company in the world by far, Wal-Mart takes in revenues in excess of $280 billion, employs 1.4 million American workers, and controls a large share of the business done by almost every U.S. consumer-product company. More than 138 million shoppers visit one of its 5,300 stores each week. But Wal-Mart’s “everyday low prices” come at a tremendous cost to workers, suppliers, competitors, ... Read more

$4.99 USD

The largest company in the world by far, Wal-Mart takes in revenues in excess of $280 billion, employs 1.4 million American workers, and controls a large share of the business done by almost every U.S. consumer-product company. More than 138 million shoppers visit one of its 5,300 stores each week. But Wal-Mart’s “everyday low prices” come at a tremendous cost to workers, suppliers, competitors,
... Read more
Customer Care Excellence

How to Create an Effective Customer Focus

by Sarah Cook ...

Customer loyalty is essential to the long term financial success of your business, but with more choice then ever before, customers today have high expectations of the products and services they use. To continue to meet - and even to exceed - these high expectations, you need a top notch customer services system in place, and Customer Care Excellence will enable you to achieve just that.In clear, ... Read more

$41.39 USD

Customer loyalty is essential to the long term financial success of your business, but with more choice then ever before, customers today have high expectations of the products and services they use. To continue to meet - and even to exceed - these high expectations, you need a top notch customer services system in place, and Customer Care Excellence will enable you to achieve just that.In clear,
... Read more
Unlocking the Hidden Customer Experience

Short Stories of Remarkable Practices That Ensure Success

by Colin Shaw ...

Colin Shaw’s new eBook, “Unlocking the Hidden Customer Experience: Short Stories of Remarkable Practices that Ensure Success” explores both the philosophy behind great Customer Experience and the best (and worst) real-world examples of them. As the founder and CEO of Beyond Philosophy and author of four best-selling books on Customer Experience, Shaw uses his expertise to point out where today’s ... Read more

$9.99 USD or Free with Kobo Plus

Colin Shaw’s new eBook, “Unlocking the Hidden Customer Experience: Short Stories of Remarkable Practices that Ensure Success” explores both the philosophy behind great Customer Experience and the best (and worst) real-world examples of them. As the founder and CEO of Beyond Philosophy and author of four best-selling books on Customer Experience, Shaw uses his expertise to point out where today’s
... Read more
The Customer Signs Your Paycheck

by Frank Cooper ...

Positive Service Gets Positive Results—Every Time!Customer loyalty is becoming harder to establish and just as difficult to maintain. This is truer than ever in today’s hyperdigital world, where a single customer venting his or her dissatisfaction on a blog or social network can amass an army of anti-you activists—and send your business spiraling.The Customer Signs Your Paycheck reveals the secret ... Read more

$12.99 USD

Positive Service Gets Positive Results—Every Time!Customer loyalty is becoming harder to establish and just as difficult to maintain. This is truer than ever in today’s hyperdigital world, where a single customer venting his or her dissatisfaction on a blog or social network can amass an army of anti-you activists—and send your business spiraling.The Customer Signs Your Paycheck reveals the secret
... Read more
Managing Startups: Best Blog Posts

by Thomas Eisenmann ...

If you want salient advice about your startup, you’ve hit the jackpot with this book. Harvard Business School Professor Tom Eisenmann annually compiles the best posts from many blogs on technology startup management, primarily for the benefit of his students. This book makes his latest collection available to the broader entrepreneur community.You’ll find 72 posts from successful entrepreneurs and ... Read more

$10.69 USD

If you want salient advice about your startup, you’ve hit the jackpot with this book. Harvard Business School Professor Tom Eisenmann annually compiles the best posts from many blogs on technology startup management, primarily for the benefit of his students. This book makes his latest collection available to the broader entrepreneur community.You’ll find 72 posts from successful entrepreneurs and
... Read more
Get Smarter Marketing

The Small Business Owner's Guide to Building a Savvy Business

by Jill Brennan ...

"Every business owner should read this book—there are practical gems for all" (Rodney Young, Managing Director, Masters and Young Pty Ltd).Want to connect with more customers who want what you're offering? Marketing can be confusing for business owners, but a well-thought-out marketing effort can rocket your small business out of a rut. That's why Jill Brennan, an expert with more than twenty ... Read more

$12.99 USD or Free with Kobo Plus

"Every business owner should read this book—there are practical gems for all" (Rodney Young, Managing Director, Masters and Young Pty Ltd).Want to connect with more customers who want what you're offering? Marketing can be confusing for business owners, but a well-thought-out marketing effort can rocket your small business out of a rut. That's why Jill Brennan, an expert with more than twenty
... Read more

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What's the Secret?

When Digital Becomes Human

Customer Service Management Training 101

Best Practices

Wal-Mart: The Bully of Bentonville

Customer Care Excellence

Unlocking the Hidden Customer Experience

The Customer Signs Your Paycheck

Managing Startups: Best Blog Posts

Get Smarter Marketing

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