“Students often face problems accomplishing their goals because colleges and universities have poor processes. Service blueprinting, a type of process map, focuses on the student (or customer) experience and illuminates things an organization can do to identify and fix problem processes.” In her recent EDUCAUSE article Nancy Stephens shares 3 different examples of how Service Blueprinting can …
By Nancy Stephens What does it feel like to do business with you? Customer experience is the new field of competition. In most service industries, all competitors are technically on par. All banks, airlines, universities and other service companies perform the necessary core functions. The quality of the experience they offer is what often drives buyer …
by Nancy Stephens Intangibility is one of the apparent ways in which services differ from products; unlike products, services cannot be seen or touched. It occurred to me that as a consequence, people probably don’t sit around looking at services and thinking of ways to improve them the way they can do it with products. …
