According to Gibbons (2017), designing a service requires the provider identify the touchpoints that create a customer’s journey — or rather the “experience of the user.” One tool managers use to understand the customer journey is aservice blueprint (nngroup.com).(Links to an external site.)Consider a service experience in your work environment or a personal experience you may have had with a service provider. Using the service blueprint diagram ...
08 Dec 2019
Expiry Date: 08 Dec 2019