Today’s best managers know the importance of providing excellent customer service, and work hard to continually improve it. Unlike physical goods, services are made up of a series of events or steps that unfold over time. Today’s best managers know that it is difficult to provide customers with a unique, or hopefully transforming, customer experience. One way to help improve customer service is by making a visual representation of the steps in your customer service process, called a blueprint, and then working on improving each step of that process.
Source: Bitner, M. J., Ostrom, A. L., & Morgan, F. N. 2008, Spring. Service blueprinting: A practical technique for service innovation. California Management Review, 50, 66-94.
