Service Innovation Challenges - Services as Customer Experiences

5 important questions on Service Innovation Challenges - Services as Customer Experiences

What is required when delivering customer value through distinctive, memorable service experiences?

Cross-functional perspective.

Which common goals should all parts of the organization be focused on?

On the common goal of creating an integrated, memorable, and favorable customer experience.

How is service experience conceptualized?

As the cognitive, affective, and behavioral reactions associated with a specific service event.
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What does the customer experience definition imply?

A time-bounded progression of related interactions involving the customer and other people and/or technology in the production and consumption of a service.

Where do service blueprints allow all members of the organization to?

To visualize an entire service and its underlying support processes, providing common ground from which critical points of customer contact, physical evidence, and other key functional and emotional experience clues can be orchestrated.

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