{"product_id":"9780071713009","title":"Service Innovation: How to Go from Customer Needs to Breakthrough Services","description":"\u003cb\u003eAuthor(s): Bettencourt, Lance\u003c\/b\u003e\u003cbr\u003e\u003cbr\u003e\n\n\u003cp\u003e\u003cb\u003eAdvance praise for Service Innovation:\u003c\/b\u003e\u003c\/p\u003e\u003cp\u003e\u003ci\u003e\"To the CEOs of all service companies I deal with: READ THIS BOOK!\"\u003c\/i\u003e -- Dave Wascha, senior director, Bing Product Management, Microsoft Corporation\u003c\/p\u003e\u003cp\u003e\u003ci\u003e\"Lance Bettencourt deftly blends his academic and consulting experience to provide an example-rich, readable, practical, and innovative discussion of service innovation.\"\u003c\/i\u003e -- Leonard Berry, coauthor of \u003ci\u003eManagement Lessons from Mayo Clinic\u003c\/i\u003e\u003c\/p\u003e\u003cp\u003e\u003ci\u003e\"Provides the robust framework to design services that unlock growth opportunities for every business.\"\u003c\/i\u003e -- Lance Reschke, vice president, Ceridian Corporation\u003c\/p\u003e\u003cp\u003e\u003ci\u003e\"The tools and guidance in this book will inspire companies, small and large, to create effective and innovative services that are desperately needed.\"\u003c\/i\u003e -- Mary Jo Bitner, Ph.D., W. P. Carey School of Business, Arizona State University, and coauthor of \u003ci\u003eServices Marketing: Integrating Customer Focus Across the Firm\u003c\/i\u003e\u003c\/p\u003e\u003cp\u003e\u003ci\u003e\"Cracks the code from the fuzzy front end through the complete life cycle of Service Innovation.\"\u003c\/i\u003e -- Angelo Rago, division vice president, Global Customer Services, Abbott Medical Optics\u003c\/p\u003e\u003cp\u003e\u003ci\u003e\"Filled with rich examples of how firms can innovate service through helping customers get jobs done.\"\u003c\/i\u003e -- Stephen W. Brown, Ph.D., W. P. Carey School of Business, Arizona State University\u003c\/p\u003e\u003cp\u003e\u003ci\u003e\"Any leader intent on providing distinctive value to customers must read Service Innovation.\"\u003c\/i\u003e -- Michael Reynolds, staff vice president, Commercial Marketing, WellPoint, Inc.\u003c\/p\u003e\u003cp\u003eIf there’s one truism about the service sector, it'sthat businesses don't succeed by inventing a better mousetrap; they succeed by finding the best, most cost-effective way to get rid of their customers' mice.\u003c\/p\u003e\u003cp\u003eIn industries ranging from heavy machinery to health care to financial services to consumer goods, service innovation is helping businesses find new revenue streams--and enhance existing ones--by satisfying their customer's need to get things done.\u003c\/p\u003e\u003cp\u003eFew understand this better than Lance Bettencourt,a strategy adviser at Strategyn and a leading educatorin management innovation consulting. And in \u003ci\u003eService Innovation\u003c\/i\u003e, Bettencourt gives a master's class on the art and science of creating breakthrough service products.\u003c\/p\u003e\u003cp\u003eTrue service innovation demands that you shift the focus away from the solution and back to the customer. To achieve this shift in your business--one that takes you from making educated guesses to building a clear model to guide service innovation--Bettencourt instructs on the finer points of how to rethink your approach to the customer's needs: how the customer defines value in a product or service.\u003c\/p\u003e\u003cp\u003eBettencourt mines nearly 20 years' experience in teaching and advising clients with service- and product-dominant businesses to demonstrate proven ways you can build, streamline, and focus your company's service product innovation processes.\u003c\/p\u003e\u003cp\u003eAmong the numerous key ideas and practices are:\u003c\/p\u003e\u003cul\u003e\n\u003cli\u003eInsight on understanding the different types of clients you serve—and how your products deliver value to them\u003c\/li\u003e\n\u003cli\u003eWays to design specific frameworks for discoveringservice innovation opportunities for new, improved, and supplementary service products\u003c\/li\u003e\n\u003cli\u003ePractical guidance on staying focused on the \"fuzzy front end\" of service innovation\u003c\/li\u003e\n\u003cli\u003eThe fundamental elements of a winning service strategy\u003c\/li\u003e\n\u003c\/ul\u003e\u003cp\u003eFinding new ways to help people solve problems and get things done is why there are goods and services in the first place. And in \u003ci\u003eService Innovation\u003c\/i\u003e, Lance Bettencourt fills a vital need by delivering the essential guide that can put your business on the latest frontier of value creation.\n\n\u003cbr\u003e\u003cbr\u003eReview(s):\u003cbr\u003e\u003cbr\u003e\u003cbr\u003eEAN: 9780071713009\u003cbr\u003e\u003cbr\u003eAge Group:  \u003cbr\u003e\u003cbr\u003eNumber of Pages: 304\u003cbr\u003e\u003cbr\u003eWeight: 557.9 gr\u003cbr\u003e\u003cbr\u003e\u003c\/p\u003e","brand":"McGraw Hill","offers":[{"title":"Hardback","offer_id":43845917704430,"sku":"9780071713009","price":57.58,"currency_code":"AUD","in_stock":true}],"thumbnail_url":"\/\/cdn.shopify.com\/s\/files\/1\/0630\/9612\/7726\/products\/9780071713009_441882a7-ea19-4828-a37d-1d361a713d3c.jpg?v=1671246568","url":"https:\/\/bookland.com.au\/products\/9780071713009","provider":"Book Land AU","version":"1.0","type":"link"}