
Reshaping Success: Engaging Small Businesses Through Service Design Thinking
Amos Klein
This audiobook is narrated by a digital voice.
Through the lens of service design thinking, the author explores how businesses can not only survive but thrive in a rapidly changing marketplace. This thought-provoking book delves into the concept of reshaping success, emphasizing the importance of adapting and evolving to meet the demands of the modern business world. With a focus on small businesses, the author establishes the significance of identifying and understanding the specific challenges these enterprises face. Drawing on real-life case studies and practical examples, the author explores how service design thinking can be utilized to empower small businesses. Readers will gain a comprehensive understanding of the principles of this powerful methodology, and how it can be expertly applied to drive success within any small business context. By embracing service design thinking, small businesses will learn how to effectively engage their customers, differentiate themselves from competitors, and build long-lasting relationships. The book also highlights the importance of fostering a customer-centric approach, as well as utilizing empathetic and innovative strategies to enhance the overall customer experience. Packed with practical advice, actionable steps, and a wealth of valuable knowledge, this book is a must-read for those looking to revolutionize their business approach and create lasting success in an ever-evolving landscape.
Duration - 3h 25m.
Author - Amos Klein.
Narrator - Digital Voice Mason G.
Published Date - Sunday, 19 January 2025.
Copyright - © 2025 Tim Urban ©.
Location:
United States
Description:
This audiobook is narrated by a digital voice. Through the lens of service design thinking, the author explores how businesses can not only survive but thrive in a rapidly changing marketplace. This thought-provoking book delves into the concept of reshaping success, emphasizing the importance of adapting and evolving to meet the demands of the modern business world. With a focus on small businesses, the author establishes the significance of identifying and understanding the specific challenges these enterprises face. Drawing on real-life case studies and practical examples, the author explores how service design thinking can be utilized to empower small businesses. Readers will gain a comprehensive understanding of the principles of this powerful methodology, and how it can be expertly applied to drive success within any small business context. By embracing service design thinking, small businesses will learn how to effectively engage their customers, differentiate themselves from competitors, and build long-lasting relationships. The book also highlights the importance of fostering a customer-centric approach, as well as utilizing empathetic and innovative strategies to enhance the overall customer experience. Packed with practical advice, actionable steps, and a wealth of valuable knowledge, this book is a must-read for those looking to revolutionize their business approach and create lasting success in an ever-evolving landscape. Duration - 3h 25m. Author - Amos Klein. Narrator - Digital Voice Mason G. Published Date - Sunday, 19 January 2025. Copyright - © 2025 Tim Urban ©.
Language:
English
Chapter 1: Introduction 5
Duration:00:00:01
- Service Design Thinking 6
Duration:00:01:56
- Importance of Service Design for Small Businesses 10
Duration:00:02:32
Chapter 2: Understanding Service Design 14
Duration:00:02:53
- Definition and Principles of Service Design 19
Duration:00:02:38
- Service Design Process 24
Duration:00:02:45
Chapter 3: Preparing for Service Design 29
Duration:00:03:31
- Identifying Business Goals and Objectives 35
Duration:00:03:06
- Analyzing Target Market and Customer Segments 40
Duration:00:03:12
- Assessing Existing Services and Customer Experiences 46
Duration:00:02:43
Chapter 4: Empathy and User-Centric Approach 51
Duration:00:02:15
- Importance of Empathy in Service Design 55
Duration:00:03:09
- Conducting User Research and Market Analysis 60
Duration:00:02:09
- Building User Personas and Empathy Maps 64
Duration:00:01:45
Chapter 5: Mapping Customer Journeys 67
Duration:00:02:41
- Detailed Analysis of Customer Touchpoints 72
Duration:00:02:49
- Journey Mapping Techniques 77
Duration:00:02:33
- Identifying Pain Points and Opportunities for Improvement 81
Duration:00:02:38
Chapter 6: Ideation and Concept Development 86
Duration:00:02:26
- Facilitating Ideation Sessions 90
Duration:00:03:10
- Generating Ideas for Service Improvements 95
Duration:00:03:56
- Developing Concepts and Prototypes 101
Duration:00:03:07
Chapter 7: Service Blueprinting 106
Duration:00:03:54
- Introduction to Service Blueprinting 114
Duration:00:02:12
- Creating and Visualizing Service Blueprints 118
Duration:00:03:19
- Integrating Frontstage and Backstage Operations 124
Duration:00:03:07
Chapter 8: Designing Service Prototypes 129
Duration:00:02:29
- Importance of Prototyping in Service Design 133
Duration:00:02:37
- Types of Prototypes for Small Businesses 137
Duration:00:03:27
- Testing and Iterating Prototypes 143
Duration:00:02:34
Chapter 9: Implementing Service Designs 147
Duration:00:03:46
- Strategies for Implementation of Service Designs 153
Duration:00:02:48
- Collaborating with Stakeholders and Employees 158
Duration:00:03:19
- Managing Change and Overcoming Resistance 164
Duration:00:03:03
Chapter 10: Measuring and Evaluating Service Design 169
Duration:00:02:36
- Defining Key Performance Indicators (KPIs) 173
Duration:00:02:09
- Implementing Monitoring and Evaluation Systems 177
Duration:00:04:19
- Continuous Improvement and Iteration 184
Duration:00:03:18
Chapter 11: Service Recovery and Customer Feedback 189
Duration:00:02:58
- Handling Customer Complaints and Service Failures 194
Duration:00:02:57
- Strategies for Service Recovery 199
Duration:00:03:11
- Utilizing Customer Feedback for Service Improvement 204
Duration:00:03:35
Chapter 12: Service Design Tools and Techniques 210
Duration:00:02:07
- Service Design Tools 214
Duration:00:02:25
- Choosing the Right Tools for Small Businesses 219
Duration:00:03:26
- Practical Tips and Best Practices 225
Duration:00:03:49
Chapter 13: Case Studies: Service Design Success Stories 231
Duration:00:02:03
- Examining Real-Life Examples of Small Businesses 235
Duration:00:02:15
- Analyzing Their Service Design Journey 239
Duration:00:03:19
Chapter 14: Service Design in the Digital Age 244
Duration:00:03:27
- Embracing Digitalization for Service Design 249
Duration:00:03:03
- Leveraging Technology and Online Platforms 254
Duration:00:03:10
- Designing Multichannel Service Experiences 259
Duration:00:02:56
Chapter 15: Integrating Service Design in Business Strategy 264
Duration:00:03:27
- Incorporating Service Design Thinking into Overall Strategy 270
Duration:00:02:23
- Aligning Service Design with Business Goals 274
Duration:00:02:23
- Creating a Culture of Innovation and Customer-Centricity 278
Duration:00:04:01
Chapter 16: Collaborating with Designers and Experts 284
Duration:00:02:36
- Working with Service Design Agencies or Consultants 289
Duration:00:03:24
- Building an In-House Service Design Team 295
Duration:00:03:31
- Harnessing External Expertise for Optimal Results 301
Duration:00:03:06
Chapter 17: Exploring Future Trends and Challenges 306
Duration:00:03:10
- Emerging Trends in Service Design Thinking 311
Duration:00:03:50
- The Impact of Evolving Technologies 317
Duration:00:03:10
- Overcoming Challenges Hindering Service Design Adoption 322
Duration:00:03:57
Chapter 18: Case Studies: Common Service Design Mistakes to Avoid 328
Duration:00:03:22
- Understanding the Pitfalls of Service Design 334
Duration:00:03:43
- Analyzing Failed Implementations 340
Duration:00:02:14
- Lessons Learned and Recommendations 344
Duration:00:02:33
Chapter 19: Conclusion 348
Duration:00:00:03
Service Design Framework for Small Businesses 349
Duration:00:02:36