{"product_id":"service-innovation-lance-bettencourt-9780071713009","title":"Service Innovation: How to Go from Customer Needs to Breakthrough Services","description":"\u003cp\u003e\u003cb\u003eAdvance praise for Service Innovation: \u003c\/b\u003e \u003c\/p\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.\u003cbr\u003e\u003cbr\u003e\u003cb\u003eAuthor:\u003c\/b\u003e Lance A. Bettencourt\u003cbr\u003e\u003cb\u003eISBN-10:\u003c\/b\u003e 007171300X\u003cbr\u003e\u003cb\u003eISBN-13:\u003c\/b\u003e 9780071713009\u003cbr\u003e\u003cb\u003ePublisher:\u003c\/b\u003e McGraw-Hill Education\u003cbr\u003e\u003cb\u003eLanguage:\u003c\/b\u003e English\u003cbr\u003e\u003cb\u003ePublished:\u003c\/b\u003e 06\/18\/2010\u003cbr\u003e\u003cb\u003ePages:\u003c\/b\u003e 304\u003cbr\u003e\u003cb\u003eFormat:\u003c\/b\u003e Hardcover\u003cbr\u003e\u003cb\u003eWeight:\u003c\/b\u003e 1.20lbs\u003cbr\u003e\u003cb\u003eSize:\u003c\/b\u003e 9.24h x 6.22w x 1.03d\u003c\/p\u003e","brand":"Lance A. Bettencourt","offers":[{"title":"Hardcover","offer_id":43913346056447,"sku":"9780071713009","price":42.0,"currency_code":"USD","in_stock":true}],"thumbnail_url":"\/\/cdn.shopify.com\/s\/files\/1\/0662\/2982\/9887\/products\/img_4412cdd3-2814-493e-8c24-bbd9869107b1.jpg?v=1680618104","url":"https:\/\/www.whiterainbookhouse.com\/products\/service-innovation-lance-bettencourt-9780071713009","provider":"WR Book House","version":"1.0","type":"link"}