Transcription of Service Process Mapping: Seeing with your …
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Service Process Mapping: Seeing with your …
Copyright 2006. Strategic Thinking Institute. All rights reserved. Service Process Mapping: Seeing w ith your Customer s Eyes by Rich H orw ath Th e h olid ay season is a w on d erfu l tim e of year to realize th e valu e of Service p rocess m ap p in g u su ally by exp erien cin g oth er com p an ies d oin g it p oorly. Case in p oin t: After p u rch asin g several item s at a m ajor retailer, a salesp erson p rovid es m e w ith a free gift becau se of on e of m y selection s. I take th e item s an d free gift an d p roceed to th e ch eckou t.
Copyright © 2006. Strategic Thinking Institute. All rights reserved. Service Process Mapping: Seeing with your Customer’s Eyes by Rich Horwath
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