SKU: 4909838436

Service Innovation: How to Go from Customer Needs to Breakthrough Services

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Service Innovation: How to Go from Customer Needs to Breakthrough ServicesAdvance praise for Service Innovation: "To the CEOs of all service companies I deal with: READ THIS BOOK " Dave Wascha, senior director, Bing Product Management, Microsoft Corporation "Lance Bettencourt deftly blends his academic and consulting experience to provide an example rich, readable, practical, and innovative discussion of service innovation." Leonard Berry, coauthor of Management Lessons from Mayo Clinic "Provides the robust framework to

Advance praise for Service Innovation:

"To the CEOs of all service companies I deal with: READ THIS BOOK " -- Dave Wascha, senior director, Bing Product Management, Microsoft Corporation

"Lance Bettencourt deftly blends his academic and consulting experience to provide an example-rich, readable, practical, and innovative discussion of service innovation." -- Leonard Berry, coauthor of Management Lessons from Mayo Clinic

"Provides the robust framework to design services that unlock growth opportunities for every business." -- Lance Reschke, vice president, Ceridian Corporation

"The tools and guidance in this book will inspire companies, small and large, to create effective and innovative services that are desperately needed." -- Mary Jo Bitner, Ph.D., W. P. Carey School of Business, Arizona State University, and coauthor of Services Marketing: Integrating Customer Focus Across the Firm

"Cracks the code from the fuzzy front end through the complete life cycle of Service Innovation." -- Angelo Rago, division vice president, Global Customer Services, Abbott Medical Optics

"Filled with rich examples of how firms can innovate service through helping customers get jobs done." -- Stephen W. Brown, Ph.D., W. P. Carey School of Business, Arizona State University

"Any leader intent on providing distinctive value to customers must read Service Innovation." -- Michael Reynolds, staff vice president, Commercial Marketing, WellPoint, Inc.

If 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.

In 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.

Few understand this better than Lance Bettencourt, a strategy adviser at Strategyn and a leading educator in management innovation consulting. And in Service Innovation, Bettencourt gives a master's class on the art and science of creating breakthrough service products.

True 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.

Bettencourt 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.

Among the numerous key ideas and practices are:

  • Insight on understanding the different types of clients you serve--and how your products deliver value to them
  • Ways to design specific frameworks for discovering service innovation opportunities for new, improved, and supplementary service products
  • Practical guidance on staying focused on the "fuzzy front end" of service innovation
  • The fundamental elements of a winning service strategy

Finding new ways to help people solve problems and get things done is why there are goods and services in the first place. And in Service Innovation, Lance Bettencourt fills a vital need by delivering the essential guide that can put your business on the latest frontier of value creation.

Binding Type: Hardcover
Publisher: McGraw-Hill Education
Published: 06/18/2010
ISBN: 9780071713009
Pages: 255
Weight: 1.20lbs
Size: 9.24h x 6.22w x 1.03d

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SKU: 4909838436

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4.6 ★★★★★
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Elisa
Draper, US
★★★★★ 3
Sadly, DNF
Format: Kindle
I read this thru KU. I LOVED the synopsis. And then I began reading... and it was a DNF at 68% after picking it up and putting it down several times because I really loved the main female character. *****SPOILERS***** Pros: The world is unique, intriguing and fun. The primary female character is bad-a** but not a b*tech or a mary sue. The primary female has depth. I really want to know what happens to her even tho it's been weeks and I don't remember her name. The villains to the point I read are pretty good -- an ever present threat of mysterious and possibly many culprits. Cons: Way, way too many points of view. I stopped counting at 7. It's the prime reason why I don't care about most of the characters or remember their names even when I like them. There's just too many points of view so almost none of the characters have enough book space for the author to properly develop them. This literally killed the book for me. Actually it killed my desire to read. For weeks. The main male is more villain than hero. He agreed to marry the main female then locks her up & eschews her for her sister, all while bad mouthing her as unfit to rule when he never spent any time with her getting to know her. He is actually unfit to rule as he is blind to the woes of his own kingdom and starts off a peace mission to secure a ceasefire through marriage by murdering an inn full of people in her country for no real reason. Plus, he constantly makes promises he does not keep. And it's gross of him to pine for the sister behind the main female's back. ***** As much as I really wanted to see what happened to the main female character, it wasn't enough for me to keep trying to slog thru this book. There was a lot of potential here that just fell short. Hence, 3 stars.
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Reviewed in the United States on June 19, 2021
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MaryBeth K
Boise, US
★★★★★ 5
Fae Courts with High Intrigue
Format: Kindle
This book is one that just builds and builds and then surprises you to no end. You may think you know the villains and then you are jolted in another direction. Princess Reyna is a real gem, strong of character, a fierce fighter, and loyal to her family and kingdom. Just when you think she and Lorcan, well you know, the plot is flipped. Can't wait to see where this goes in book two.
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Reviewed in the United States on July 7, 2023
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Kindle Customer Maureen
Massapequa, US
★★★★★ 4
Slow, sorry but good
Format: Kindle
This was a slow moving book. Lots of character pov chapters, lots of superfluous descriptions and endless courtly appearances stalled this book to start. Once you get into the heart of the story, it takes off. Before you know it the book is done. My favorite character is Reyna. She is so strong. She is true to herself. She gets into a lot of trouble with her headstrong ways but it's entertaining. I have high hopes for Lorcan. He is honorable to a fault. Thane had turned out to be better than I thought but i still don't like him. Eislin is useless. Great plot twists at the end. I'm looking forward too book 2.
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Reviewed in the United States on June 6, 2020
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Faifre6
Waukegan, US
★★★★★ 5
Very detailed! Beautiful world building! Strong Heroine!
Format: Kindle
Starts off a little slow and confusing with different POV’s, but starts to all come together towards the middle to make an elaborate plot line and makes it all worth it. Beautiful world building and attention to detail as well as great writing. The cliffhanger was gut wrenching! Can’t wait for the next book!
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Reviewed in the United States on March 4, 2020
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Isabelle
Draper, US
★★★★★ 4
Interesting
Format: Kindle
This was a very captivating book once you got into it thoroughly. But the third person perspective was a bit hard to get used to. But as you got into it and followed the different characters, it was interesting and filled with intrigue, conflict and forbidden love. I can’t wait to read the next one and to complete the series.
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Reviewed in the United States on November 12, 2022

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