Designing Customer-Focused Service Processes: Service Blueprinting
"From the first blueprint exercise you instantly get to the "wow factor" and the impact this could have on an organization and its ability to deliver more customer-centric solutions and services!"
- Jeffrey Lund
Sr. Community Program Manager, Oracle
"As a service provider, we often forget how things seem from the patient's standpoint. This process forces thinking toward patient perception. Very motivating and insightful."
- Wendy Lyons
"It was eye opening for us to look at various touch points within the customer’s experience and have the key stakeholders recognize how they impact one another. We now have that as part of our core competency and are engaging it as part of our overall operational excellence program."
- Kim Gravell
"Services blueprinting really highlights where our business could go. It was an extraordinary learning opportunity for us. You really see the entire customer’s experience."
- Beth Dockins
Scotts Miracle-Gro Company