Experiences: Mapping The Path To Delightful Customer Service
Cedric Willis
This audiobook is narrated by a digital voice.
In an ever-changing marketplace, the author guides you towards understanding the needs and expectations of today's customers. Using real-life examples and practical strategies, this book presents a step-by-step approach to creating delightful customer experiences that lead to customer satisfaction and loyalty. You'll learn the importance of empathy, communication, and personalized interactions, as well as how to anticipate and address customer desires and concerns. By exploring the intricacies of mapping the customer service journey, you'll discover how to optimize each touchpoint to provide seamless and memorable experiences. With invaluable insights into the mechanisms behind successful customer service, this book equips you with the tools needed to foster positive emotions, build trust, and exceed customer expectations.
Duration - 3h 15m.
Author - Cedric Willis.
Narrator - Digital Voice Cole G.
Published Date - Monday, 20 January 2025.
Copyright - © 2025 Hayat A. Ali ©.
Location:
United States
Description:
This audiobook is narrated by a digital voice. In an ever-changing marketplace, the author guides you towards understanding the needs and expectations of today's customers. Using real-life examples and practical strategies, this book presents a step-by-step approach to creating delightful customer experiences that lead to customer satisfaction and loyalty. You'll learn the importance of empathy, communication, and personalized interactions, as well as how to anticipate and address customer desires and concerns. By exploring the intricacies of mapping the customer service journey, you'll discover how to optimize each touchpoint to provide seamless and memorable experiences. With invaluable insights into the mechanisms behind successful customer service, this book equips you with the tools needed to foster positive emotions, build trust, and exceed customer expectations. Duration - 3h 15m. Author - Cedric Willis. Narrator - Digital Voice Cole G. Published Date - Monday, 20 January 2025. Copyright - © 2025 Hayat A. Ali ©.
Language:
English
Chapter 1: Introduction - Unveiling the Power of Service Blueprinting 6
Duración:00:03:26
1.1 Defining Service Blueprinting 10
Duración:00:04:16
1.1.2 Historical development and evolution of service blueprinting 15
Duración:00:02:58
1.2 Why Service Blueprinting Matters 18
Duración:00:02:17
1.2.1 The significance of customer journey mapping 21
Duración:00:02:35
1.2.2 Identifying the need for a systematic approach to service design 24
Duración:00:02:07
1.3.1 Exploring the benefits of service blueprinting 26
Duración:00:02:23
1.3.2 Providing a step-by-step guide to building effective blueprints 29
Duración:00:02:53
Chapter 2: Understanding Customer Journey Mapping 33
Duración:00:04:05
2.1 Introduction to Customer Journey Mapping 38
Duración:00:02:49
2.1.1 Definition and objectives of customer journey mapping 41
Duración:00:02:01
2.1.2 Tailoring to the needs of service blueprinting 43
Duración:00:02:00
2.2 Components of a Customer Journey Map 45
Duración:00:01:35
2.2.1 Identifying touchpoints in customer interaction 47
Duración:00:02:46
2.2.2 Recognizing critical moments of the customer experience 50
Duración:00:02:41
2.3 Approaches for Conducting Customer Research 53
Duración:00:02:55
2.3.1 Qualitative and quantitative methods 56
Duración:00:03:01
2.3.2 Understanding customer needs and expectations 59
Duración:00:03:19
Chapter 3: Fundamentals of Service Blueprinting 63
Duración:00:04:22
3.1 Key Concepts in Service Blueprinting 69
Duración:00:04:23
3.1.1 Anatomy of a service blueprint 73
Duración:00:02:32
3.1.2 Customer actions, frontstage, and backstage processes 76
Duración:00:02:51
3.2 Creating a Service Blueprint 79
Duración:00:02:26
3.2.1 Step-by-step instructions for building a blueprint 82
Duración:00:02:21
3.2.2 Determining service flow and interaction points 85
Duración:00:01:48
3.3 Enhancing Service Design with Blueprints 87
Duración:00:03:22
3.3.1 Creating clarity in service processes 91
Duración:00:02:08
3.3.2 Improving communication across different stakeholders 93
Duración:00:03:40
Chapter 4: Adapting Service Blueprinting in Various Industries 97
Duración:00:03:19
4.1 Retail Industry: Designing Seamless Consumer Experiences 101
Duración:00:03:04
4.1.1 Identifying key touchpoints in the retail journey 104
Duración:00:02:21
4.1.2 Streamlining customer interactions for a delightful experience 107
Duración:00:04:05
4.2 Hospitality and Tourism: Crafting Memorable Guest Experiences 111
Duración:00:03:30
4.2.1 Uncovering pain points in the guest journey 115
Duración:00:02:29
4.2.2 Leveraging blueprints for superior service delivery 118
Duración:00:01:48
4.3 Healthcare Sector: Orchestrating Patient-Centric Care 120
Duración:00:02:17
4.3.1 Mapping the patient journey through different departments 123
Duración:00:02:09
4.3.2 Enhancing healthcare communication and reducing inefficiencies 126
Duración:00:03:02
Chapter 5: Evaluating and Improving Service Blueprint Design 129
Duración:00:03:29
5.1 Assessing Blueprint Effectiveness 133
Duración:00:02:31
5.1.1 Determining key performance indicators (KPIs) 136
Duración:00:02:45
5.1.2 Collecting and analyzing feedback for blueprint improvement 139
Duración:00:02:14
5.2 Aligning Service Blueprinting with Organizational Strategy 142
Duración:00:02:37
5.2.1 Integrating blueprints into service design standards 145
Duración:00:02:28
5.2.2 Creating a culture of continuous improvement 148
Duración:00:02:22
Chapter 6: Overcoming Challenges and Implementing Service Blueprinting 151
Duración:00:03:37
6.1 Common Challenges in Service Blueprinting 155
Duración:00:03:39
6.1.1 Resistance to organizational change 159
Duración:00:02:53
6.1.2 Managing complexity in service ecosystems 162
Duración:00:02:50
6.2 Steps for Successful Implementation 165
Duración:00:02:41
6.2.1 Engaging stakeholders and building cross-functional teams 168
Duración:00:02:02
6.2.2 Creating a roadmap for implementation and adoption 171
Duración:00:02:54
Chapter 7: Case Studies: Exemplary Use of Service Blueprinting 174
Duración:00:05:01
7.1 Case Study 1: Transforming the Banking Customer Experience 179
Duración:00:04:09
7.1.1 Redesigning the way customers interact with banking services 184
Duración:00:03:30
7.1.2 Tracking and optimizing the customer journey in a digital era 188
Duración:00:03:10
7.2 Case Study 2: Revolutionizing the Restaurant Industry 191
Duración:00:04:29
7.2.1 Enhancing service quality through blueprint-driven innovation 196
Duración:00:02:27
7.2.2 Managing and delighting customers in a competitive market 199
Duración:00:02:42
Chapter 8: Future Trends and Innovations in Service Blueprinting 202
Duración:00:02:51
8.1 Technological Advancements in Service Design 205
Duración:00:02:27
8.1.1 Augmented reality and virtual reality applications 208
Duración:00:02:50
8.1.2 Artificial intelligence and machine learning to enhance blueprints 211
Duración:00:02:55
8.2 Evolving Customers Expectations: From Trends to Insights 214
Duración:00:03:09
8.2.1 Anticipating changing customer preferences and behavior 217
Duración:00:02:24
8.2.2 Adapting service blueprinting to meet future demands 220
Duración:00:03:12
Chapter 19: Conclusion - Empowering Businesses with Service Blueprinting 224
Duración:00:02:53