Enroll Course: https://www.coursera.org/learn/service-models
In the fast-paced digital age, the importance of effective service management has taken center stage. The course titled ‘Experience, Design, and Innovation of Service Models: from Pain Points to Selling Points’ on Coursera stands out by focusing on the critical aspects of service design that enhance customer experience while also driving business success.
This course, taught by esteemed professors from National Taiwan University and industry experts from Cathay Financial Holdings, provides a comprehensive framework for understanding the nuances of service management across various sectors including finance, retail, healthcare, transport, and online services.
### Course Overview
The curriculum is thoughtfully divided into several modules:
– **Experience Economy and Service Design (Part I & II)**: Here, learners are introduced to the four dimensions of experience economy and gain insights into customer pain points and empathetic design concepts. The practical application of customer journey maps and service blueprints is also emphasized.
– **Service Management and Innovation**: This module delves into the basic meanings of service operations and how innovation can be effectively applied to enhance consumer service experiences. Various tools for service operations and the foundational elements of executing service innovation are discussed.
– **Revenue Management**: Participants will explore the basic concepts of revenue management and dynamic pricing, learning how to apply these in real-life situations, which is essential for driving profitability.
– **Platform Strategy**: This module introduces the fundamental concepts of multi-sided platforms, platform economics, and strategic considerations for managing platforms, focusing on the various revenue models that can be employed.
– **Case Study: Financial Service Design Process**: The course culminates with a case study of Cathay United Bank’s credit card product design process, uncovering the complexities involved and the challenges faced during the design journey. By the end of this lesson, learners will have the skills to identify product issues and propose concrete recommendations that align with market demands.
### Final Thoughts
The course is not just theoretical but merges academic concepts with real-world application, making its insights invaluable for anyone looking to excel in service management. Whether you’re a business student, a professional in the service industry, or just someone interested in understanding how to enhance customer interactions, this course offers essential knowledge and practical skills that are highly relevant today.
Given the increasing significance of customer-centric strategies in business, I wholeheartedly recommend this course. It equips you with the tools needed to navigate the challenges of service design in a digital world, ensuring that learners can transform pain points into selling points effectively. Enroll today and take the first step in revolutionizing your approach to service management!
Enroll Course: https://www.coursera.org/learn/service-models