The Service Innovation Handbook

As consultant i find this book is useful.

On just a few occasions, I have been so impressed with a book that I felt compelled to write the author to offer my congratulations. This is one of those occasions. The depth of Dr. Kimbell's thinking, the clarity with which she expresses it, and the practical benefits of the content make this an extraordinarily valuable book.

Excelente balance entre lo práctico y teórico para iniciativas de innovación en las empresas enfocadas al servicio a cliente; te lleva desde el entender como indagar en las necesidades del cliente hasta casos reales de modelos de servicio innovador.

Lots of great ideas in this book!

El libro es una muy buena guía , aclara y facilita la implementación de una metodología para el service design

Nice visuals and templates (no download of templates info).It also sited Capita as one of their centres of excellence for an example. Sadly as anyone would know as a company that has been acquired by Capita, was is said in the case study does not match up with that company - all tho the case study was about cost cutting and asset stripping. So if you know this about one example, it casts doubts about the validity of the other examples. Since I know about the culture of other companies sited, those that I know were good. The writing style is a little opaque/embellished/jargonised/self-importance which is a hindrance to communicating the message of the content - however, the diagrams are excellent. So I have found it better to rapid read the text as little will be gleaned in the first read. However, it is a book that you will keep going back to, it has long inner covers that act as book marks, the book opens easy and is in a Landscape format with room for annotation and post-it notes. Therefore this book is an excellent starting point. Worth buy in paper than kindle.