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
Duration:00:03:26
1.1 Defining Service Blueprinting 10
Duration:00:04:16
1.1.2 Historical development and evolution of service blueprinting 15
Duration:00:02:58
1.2 Why Service Blueprinting Matters 18
Duration:00:02:17
1.2.1 The significance of customer journey mapping 21
Duration:00:02:35
1.2.2 Identifying the need for a systematic approach to service design 24
Duration:00:02:07
1.3.1 Exploring the benefits of service blueprinting 26
Duration:00:02:23
1.3.2 Providing a step-by-step guide to building effective blueprints 29
Duration:00:02:53
Chapter 2: Understanding Customer Journey Mapping 33
Duration:00:04:05
2.1 Introduction to Customer Journey Mapping 38
Duration:00:02:49
2.1.1 Definition and objectives of customer journey mapping 41
Duration:00:02:01
2.1.2 Tailoring to the needs of service blueprinting 43
Duration:00:02:00
2.2 Components of a Customer Journey Map 45
Duration:00:01:35
2.2.1 Identifying touchpoints in customer interaction 47
Duration:00:02:46
2.2.2 Recognizing critical moments of the customer experience 50
Duration:00:02:41
2.3 Approaches for Conducting Customer Research 53
Duration:00:02:55
2.3.1 Qualitative and quantitative methods 56
Duration:00:03:01
2.3.2 Understanding customer needs and expectations 59
Duration:00:03:19
Chapter 3: Fundamentals of Service Blueprinting 63
Duration:00:04:22
3.1 Key Concepts in Service Blueprinting 69
Duration:00:04:23
3.1.1 Anatomy of a service blueprint 73
Duration:00:02:32
3.1.2 Customer actions, frontstage, and backstage processes 76
Duration:00:02:51
3.2 Creating a Service Blueprint 79
Duration:00:02:26
3.2.1 Step-by-step instructions for building a blueprint 82
Duration:00:02:21
3.2.2 Determining service flow and interaction points 85
Duration:00:01:48
3.3 Enhancing Service Design with Blueprints 87
Duration:00:03:22
3.3.1 Creating clarity in service processes 91
Duration:00:02:08
3.3.2 Improving communication across different stakeholders 93
Duration:00:03:40
Chapter 4: Adapting Service Blueprinting in Various Industries 97
Duration:00:03:19
4.1 Retail Industry: Designing Seamless Consumer Experiences 101
Duration:00:03:04
4.1.1 Identifying key touchpoints in the retail journey 104
Duration:00:02:21
4.1.2 Streamlining customer interactions for a delightful experience 107
Duration:00:04:05
4.2 Hospitality and Tourism: Crafting Memorable Guest Experiences 111
Duration:00:03:30
4.2.1 Uncovering pain points in the guest journey 115
Duration:00:02:29
4.2.2 Leveraging blueprints for superior service delivery 118
Duration:00:01:48
4.3 Healthcare Sector: Orchestrating Patient-Centric Care 120
Duration:00:02:17
4.3.1 Mapping the patient journey through different departments 123
Duration:00:02:09
4.3.2 Enhancing healthcare communication and reducing inefficiencies 126
Duration:00:03:02
Chapter 5: Evaluating and Improving Service Blueprint Design 129
Duration:00:03:29
5.1 Assessing Blueprint Effectiveness 133
Duration:00:02:31
5.1.1 Determining key performance indicators (KPIs) 136
Duration:00:02:45
5.1.2 Collecting and analyzing feedback for blueprint improvement 139
Duration:00:02:14
5.2 Aligning Service Blueprinting with Organizational Strategy 142
Duration:00:02:37
5.2.1 Integrating blueprints into service design standards 145
Duration:00:02:28
5.2.2 Creating a culture of continuous improvement 148
Duration:00:02:22
Chapter 6: Overcoming Challenges and Implementing Service Blueprinting 151
Duration:00:03:37
6.1 Common Challenges in Service Blueprinting 155
Duration:00:03:39
6.1.1 Resistance to organizational change 159
Duration:00:02:53
6.1.2 Managing complexity in service ecosystems 162
Duration:00:02:50
6.2 Steps for Successful Implementation 165
Duration:00:02:41
6.2.1 Engaging stakeholders and building cross-functional teams 168
Duration:00:02:02
6.2.2 Creating a roadmap for implementation and adoption 171
Duration:00:02:54
Chapter 7: Case Studies: Exemplary Use of Service Blueprinting 174
Duration:00:05:01
7.1 Case Study 1: Transforming the Banking Customer Experience 179
Duration:00:04:09
7.1.1 Redesigning the way customers interact with banking services 184
Duration:00:03:30
7.1.2 Tracking and optimizing the customer journey in a digital era 188
Duration:00:03:10
7.2 Case Study 2: Revolutionizing the Restaurant Industry 191
Duration:00:04:29
7.2.1 Enhancing service quality through blueprint-driven innovation 196
Duration:00:02:27
7.2.2 Managing and delighting customers in a competitive market 199
Duration:00:02:42
Chapter 8: Future Trends and Innovations in Service Blueprinting 202
Duration:00:02:51
8.1 Technological Advancements in Service Design 205
Duration:00:02:27
8.1.1 Augmented reality and virtual reality applications 208
Duration:00:02:50
8.1.2 Artificial intelligence and machine learning to enhance blueprints 211
Duration:00:02:55
8.2 Evolving Customers Expectations: From Trends to Insights 214
Duration:00:03:09
8.2.1 Anticipating changing customer preferences and behavior 217
Duration:00:02:24
8.2.2 Adapting service blueprinting to meet future demands 220
Duration:00:03:12
Chapter 19: Conclusion - Empowering Businesses with Service Blueprinting 224
Duration:00:02:53