|Digital List Price:||$34.00|
|Print List Price:||$34.00|
Save $12.01 (35%)
Service Innovation: How to Go from Customer Needs to Breakthrough Services Kindle Edition
|New from||Used from|
Enter your mobile number or email address below and we'll send you a link to download the free Kindle App. Then you can start reading Kindle books on your smartphone, tablet, or computer - no Kindle device required.
To get the free app, enter your mobile phone number.
Customers who bought this item also bought
From the Publisher
Lance Bettencourt, PhD, brings a combination of academic rigor and practical insight to the innovation process. A former professor of marketing at Indiana University, he is an expert in product and service innovation, marketing strategy, and research design and analysis.
As a thought leader on the topic of marketing strategy and innovation, Dr. Bettencourt has published dozens of articles on marketing strategy and innovation in both academic and practitioner publications. Recent contributions including The Customer-Centered Innovation Map (Harvard Business Review, May 2008), Giving Customers a Fair Hearing (Sloan Management Review, Spring 2008), and Client Co-Production in Knowledge Intensive Business Services (California Management Review, Summer 2002).
As a Strategyn senior consultant, Dr. Bettencourt has supported innovation initiatives at some of the world's leading companies, including Microsoft Corporation, Colgate-Palmolive, Hewlett-Packard Company, State Farm Group, TD Bank Financial Group, Kimberly-Clark, Advanced Medical Optics, Mead Johnson Nutritionals (a division of Bristol-Myers Squibb), Chiquita Brands, and Ethicon Endo-Surgery (a division of Johnson & Johnson).
In addition, Dr. Bettencourt is a key member of Strategyn's education division. He is a regular teacher/mentor at the Strategyn Institute and has provided customized education programs to Rockwell Collins, Neenah Paper, Trend Micro, Masco Corporation, and Covidien. --This text refers to the hardcover edition.
About the Author
As a consultant, Lance has workedwith many of the world's leading companies to uncover product and serviceinnovation opportunities, including ADP, Microsoft Corporation,Colgate-Palmolive, Hewlett-Packard Company, State Farm Insurance, TD BankFinancial Group, and others.
He has also led service andinnovation workshops with executives from hundreds of companies, including Dunn& Bradstreet, Intel, McDonalds, Ingersoll-Rand Corporation, Marriott,Roche, and the Central Intelligence Agency.
He is the author of severalpapers focused on best practices in service and innovation published in Harvard Business Review, MIT Sloan Management Review, California Management Review, Business Horizons, and Marketing Management, as well as severalacademic journals. Prior to consulting, he was a marketing professor at IndianaUniversity. --This text refers to the hardcover edition.
- Publication Date : May 15, 2010
- File Size : 2735 KB
- Print Length : 289 pages
- Word Wise : Enabled
- Publisher : McGraw-Hill Education; 1st Edition (May 15, 2010)
- Language: : English
- ASIN : B003MEI7SS
- Enhanced Typesetting : Enabled
- Text-to-Speech : Enabled
- Simultaneous Device Usage : Up to 4 simultaneous devices, per publisher limits
- X-Ray : Not Enabled
- Lending : Not Enabled
- Best Sellers Rank: #560,885 in Kindle Store (See Top 100 in Kindle Store)
- Customer Reviews:
Top reviews from the United States
There was a problem filtering reviews right now. Please try again later.
The reader will organize in an structured way his thinking about services in general and service innovation in particular following the concepts explained in the book. Service Innovation: How to Go from Customer Needs to Breakthrough Services
The job maps, the templates for costumer outcomes and job statements and the examples are awesome and very useful to practical application of the ideas.
Being a TRIZ student for more than 10 years, I had a permanent interest in innovation. TRIZ approaches to service focus also on costumer jobs as in Lance;s book. So, if the reader knows about TRIZ will be very pleased reading this book.
The ideas in this book are totally practical: Need VC funding, start at page 45 and pop over to page 209. Need HR advice, try page 186. Are you in sales and marketing and need to beat your revenue goals by 10%, check out the Microsoft case study on page 33. Need operations folks clued in, start on page 174. Need a raise at work, the worksheet template on page 191 should be pretty useful to both you and your boss. Once you're equipped with basic understanding of how service models actually work so much more new thinking is possible across so many more unexplored areas.
We are emerging from the last century devoted to the products of the Industrial Revolution--a service-based economy is the obvious next step. As Bettencourt points out, innovation for services are far more "hidden" from us than are those for products. Use this book to deploy a services strategy. Then, as we all enter the "flat world" economic landscape, you'll be leapfrogging to dominance.
Above all I'm glad I have it with me all the time now, so I do not have to memorize all of it, but can access it as reference whenever I want to :)
Key takeaways: 1) Service Innovation can be (and is) a process; 2) Focus on the "jobs" consumers are trying to get done; 3) Determine how consumers feel about their ability to get their jobs done today; 4) Focus innovation efforts in areas that make the most sense to the consumer as well as to your business.
"Service Innovation" is pragmatically organized from beginning to end and easily navigates the reader through the various steps of this service innovation process.
"Service Innovation" is a fabulously insightful playbook for anyone in the services business!
Top reviews from other countries
If you have that mix of k-h and experience that goee from strategic Marketing to Project management, from Business Process Re-engineering to problem solving techniques...you will discover here clearly stated the correct version of key definitions as: Customer jobs, wants, needs,outcomes, solutions,process steps,applicable trade-offs, delivery, support, emotional features,complementary solutions,sobstitutes,supplementary services, customer lifetime value, prioritization criteria, ideal vs feasable services, unmet needs, positioning, segmentation
My only regret is that, even if the guidance is strong and helpfull, it requires 2 key elements that in innovation are not always present:
1) Customers. I agree with the author and T. Ulwick that you must start with the Customer...but sometime the customer is not ready there: This situation is covered only at page 16 of the book...and in my opinion it deserves more attention form leading scholars (Christensen has wrote something about...but I am not satisfied with...)
2) You need Customers in a quantity. All the methodology is grounded on asking the Customers. Well for my esperience many SME enterprises and several big companies working in B2B context has just a handfull of customers (5 or 10 or 20) and they are not always in the good mood of cooperating. So I see the approach for its complexity and echaustiveness very well fitting large consumer corporation, and less supporting on SME/B2B (even if abolutelly usefull )
Finally, but this goes with point n° 1), do not expect a lot about marketing services. this book is about strategizing services. not: selling them.