CHAPTER 7: CONTINUAL VALUE CO-CREATION
This chapter is focused on step 6 of the customer journey: co-create.
The key concepts include:
• How users can request services;
• Methods for triaging user requests;
• The concept of user communities;
• How to encourage and manage customer and user feedback;
• How to foster a service mindset;
• How to use different approaches to provisioning user services;
• How to seize and deal with customer and user moments of truth; and
• How the service request management practice can be applied to enable and contribute to service usage.
All of the customer journey so far has been preparation for this step, where value will be delivered. This service provision and consumption step includes:
• Service delivery and ...
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