{"product_id":"9780071713009","title":"Service Innovation: How to Go from Customer Needs to Breakthrough Services","description":"\u003cb\u003eAdvance praise for Service Innovation:\u003c\/b\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's that 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 educator in 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 \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 discovering service 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.\u003c\/p\u003e","brand":"McGraw-Hill Companies, The","offers":[{"title":"Default Title","offer_id":47021806878960,"sku":"9780071713009","price":34.0,"currency_code":"USD","in_stock":false}],"thumbnail_url":"\/\/cdn.shopify.com\/s\/files\/1\/0737\/7593\/9824\/files\/9780071713009_p0.jpg?v=1763635824","url":"https:\/\/shop-qa.barnesandnoble.com\/products\/9780071713009","provider":"Barnes \u0026 Noble (DEV)","version":"1.0","type":"link"}