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Marketing and Design in the Service Sector : Enhancing the Customer Experience
Marketing and Design in the Service Sector: Enhancing the Customer Experience focuses on the new perspective of design in marketing within the service sector and how the space-scape and design-scape impacts on customer experience.The authors examine the most recent research to provide a new perspective on offline and online space in customer-oriented services, such as retail, healthcare, gyms, supermarkets, restaurants, cafes, hotels, leisure centres, airports, and banks. The importance of the environment and the product design have been discussed by many researchers in the past as part of design-scape.However, the COVID-19 pandemic brought unprecedented changes to the service industry.As a result, the product design, delivery design and setting of the sector faced a holistic change.The service sector constantly tries to provide customers with comfort, and, in the process, we witnessed many innovative ways to meet the demand, including, for instance, contactless delivery, or robots for delivery, in the healthcare industry.The travel and tourism industry also started attracting attention for significant innovations in terms of designing spaces through introducing space-scape and providing a unique stress-free experience for their customers (e.g. silent airport) to enhance experience-scape. The experiences gained from service digitalisation in a crisis also offer fruitful learning for digital innovation, transformation and service design and development.The authors provide a combination between theory and practice as well as relevant and fresh case studies that will prove invaluable to academicians and students with an interest in the Service Sector.
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Customer Service Marketing : Managing the Customer Experience
This timely book is a comprehensive overview of customer service principles, theories, and practices.It looks at the best practices of service enterprises and the delivery of superior customer service.It also includes classic and contemporary theories relating to the consumers, managers, and their behaviors in organizational setting.The book uses real-life applications through examples from business enterprises in various service sectors, including hotels, restaurants, theme parks, event management, airlines, cruises, (e-)retailers, and finance. This book covers important concepts in service design and delivery including customer experiences, peer-to-peer services, the organization’s servicescape, quality measurement tools, and use of technologies.The book also gives insights into consumers including their expectations, attitudes, emotions, word-of-mouth behaviors, and strategies to ensure their loyalty.It also looks at developments in service theory and practice which remain relatively unexplored by existing textbooks. Filled with real-world case studies in various service sectors, this textbook will be particularly useful for students in hospitality guest services and services marketing.
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Design as Experience Research
Yung Ho Chang is not only renowned in China but throughout the world, and here he brings together a collection of his impressive architecture projects in an English edition for the first time.At Yung Ho Chang’s practice FCJZ, besides space and its enclosure, they tend to wonder if they can in fact “design” the way in which people encounter the world and live their lives; in other words, they seek to design experience—tangible, physical experience.Containing 44 design projects from his impressive work portfolio, this volume of design work is organised around an agenda of their research interests within experience design, as well as beyond: Experience of City, Experience of Everyday, Experience of In-Out-Door, Experience of Learning, Experience of Lifestyle, Experience of Mountain and Water, Experience of Movement, Experience of Stories, and Experience of Time and Space.These categories reflect a wide range of Chang’s research interests, which include architecture, landscape, furniture, kitchenware, jewelry, food, and clothing.The book also spotlights narratives and comments from famous architectural critics and industry experts, providing an enriching third-person perspective to complete the rich content of this work.
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Learning Experience Design Essentials
Design Learning Experiences, Not EventsLearning Experience Design Essentials explores how new instructional designers and those looking to build their skills and align their function to the business can blend content and context to elevate learning experiences.Expert Cara North maps out the skills and capabilities that define the work learning experience design (LXD) professionals do. Cara lays out an LXD process to guide readers in creating effective experiences.It includes the all-important task analysis to understand the shoes your learners walk in while performing at work.Other steps include creating assessments, conducting usability testing, and messaging the why behind the learning experience. Traditional instructional design places undue emphasis on dumping training content on learners through a combination of information, media, and technology.What's missing is the context of how learning happens and the understanding that learning is a process, not a one-time event. This book will help you craft a 30/60/90day plan to apply the concepts throughout.By the end, you'll feel confident saying "yes" to the simple question, "Would you want to take your own learning experiences?"
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Experience Design Bed&Show
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AI Strategy for Sales and Marketing : Connecting Marketing, Sales and Customer Experience
Marketing and sales prioritize AI and machine learning more than any other business department, yet often struggle with how to scale and strategize the opportunities they present. AI Strategy for Sales and Marketing presents a framework for understanding how AI can boost customer-centricity and sales by creating a connected strategy that delivers value today and into the future.Supported by practical tips and advice throughout, it covers topics including personalization, upskilling, customer experience for both on and offline shopping channels and the importance of using AI responsibly to create consumer trust. Featuring original research and interviews with leading practitioners, it also contains global case studies from organizations in a range of sectors, including Samsung, PwC, Rolls Royce, Deloitte and Hilton, with insights into the various stages of their adoption journeys.Written by a recognized industry expert, it is an invaluable resource for those wanting to benefit from using AI strategically in marketing, sales and CX.
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