Service Thinking

Index

Activation stage, customer engagement pathway, 87–88

 

Behavioral economics, 24

Business architecture for insights, 84–93

 

Cloud computing, 12–15

Componentization, 54–56, 96–98

Componentized business architecture, 48–56

Consonance, 112–115

Continuous improvement via learning, 10–11

Continuous learning, 108

Control strategy, 47–48

Customer advocacy, 89–90

Customer engagement pathway, 81

activation stage, 87–88

evaluation stage, 84–87

experience and sharing, 88–93

Customer knowledge gap, 27

Customer loyalty, 90–93

Customer service system, 38

 

Data deal, 3–4

Delivery gap, 27–28

Digital work, 3

 

Emotional gap, 28, 29

Employee engagement, 90–93

Engine Serial Number (ESN), 103

Enterprise innovation, 116 ...