Enroll Course: https://www.coursera.org/learn/service-models
In today’s rapidly evolving digital landscape, understanding and excelling in service management is paramount for businesses. The Coursera course, “服務模式的體驗、設計與創新：從痛點到賣點” (Experience, Design, and Innovation of Service Models: from Pain Points to Selling Points), offers a comprehensive exploration of this critical area. This course expertly bridges the gap between theoretical knowledge and practical application, making it an invaluable resource for anyone looking to innovate and improve service offerings.
The course begins by laying a strong foundation in the ‘experience economy’ and service design. It delves into economic models, the four domains of experience, and real-world applications, highlighting concepts like customer sacrifice and empathy design. The syllabus effectively guides learners through understanding customer pain points and developing customer journey maps and service blueprints, essential tools for any service professional.
A significant portion of the course is dedicated to service management and innovation. It explains the core principles of service operations and how to infuse innovation into the consumer experience. Various operational tools and fundamental elements of service innovation are presented, equipping learners with actionable strategies.
Furthermore, the course tackles crucial business aspects like revenue management and platform strategy. Learners gain an understanding of revenue management and dynamic pricing, with practical examples of how to apply these concepts. The intricacies of platform economics, considerations for operating platforms, and revenue models within platform ecosystems are also thoroughly discussed.
What truly sets this course apart is its integration of industry expertise. The inclusion of a case study from Cathay Financial Holdings, specifically focusing on the design process for financial services like credit cards, provides a tangible and relatable example of overcoming design bottlenecks and challenges. This practical application allows learners to analyze product issues and propose realistic market-driven solutions.
With insights from three professors from National Taiwan University’s College of Management and industry experts from Cathay Financial Holdings, the course draws upon diverse experiences across finance, retail, healthcare, transportation, and the internet. This multi-faceted approach ensures a holistic understanding of service management in the digital age.
For anyone aiming to transform pain points into selling points and drive innovation in their service models, this Coursera course is a highly recommended investment. It provides the knowledge and tools necessary to create exceptional customer experiences and build successful, future-ready businesses.
Enroll Course: https://www.coursera.org/learn/service-models