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This is Service Design Thinking
How to design and market services to create outstanding customer experiences
Service design thinking is the designing and marketing of services that improve the customer experience, and the interactions between the service providers and the customers. If you have two coffee shops right next to each other, and each sell the exact same coffee at the exact same price, service design is what makes you walk into one and not the other. Maybe one plays music and the other doesn't. Maybe one takes credit cards and the other is cash only. Maybe you like the layout of one over the other, or one has more comfortable seating. Maybe the staff at one is friendlier, or draws fun shapes on the top of their lattes. All of these nuances relate to service design.
This Is Service Design Thinking combines the knowledge of twenty-three international authors and even more online contributors from the global service design community and is divided into three sections:
Basics: outlines service design thinking along five basic principles
Tools: describing a variety of tools and methods used in Service Design Thinking
Cases: vivid examples for the introduced fundamentals with real-life case studies from 5 companies that did inspiring projects within the field of Service Design
At the end, a one-page "Customer Journey Canvas" is included, which can be used to quickly sketch any service on a single sheet of paper?capturing different stakeholder concerns: e.g. customers, front-line staff and management.
The Spanish House: Escape to sunny Spain with this absolutely gorgeous and unputdownable summer romance (EN)
Audiobook The Spanish house written by Cherry Radford. Juliana makes a modest living as an "ethnic" TV/film extra – even though her only connections with her Spanish heritage are her cacti, intermittent Spanish classes, and some confused memories of a Spanish mother she hasn't seen since she was seven. When her beloved Uncle Arturo offers her the chance to discover her roots while house-sitting at his coastal home in a quiet corner of Andalusia, Juliana can't believe her luck.
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13,99 €
The Magic in this Other World is Too Far Behind! Volume 3
Suimei continues on his journey towards the Nelferian Empire, now with Lefille in tow. He has to add her new “problem” to his growing to-do list, but it won’t be the only thing he’s worried about by the time they get to the capital city. A strange military figure doesn’t seem to take kindly to their presence there. Meanwhile, Reiji, Mizuki, and Titania’s demon subjugation is put on temporary hold for an emergency rescue mission. They’ll make an interesting discovery or two along the way. And just where is Felmenia in all of this?
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5,86 €
The Magic in this Other World is Too Far Behind! Volume 5
After the dramatic events that transpired in the imperial capital, Suimei feels like he’s gotten what he can out of the Empire for now. Following a clue discovered in the book Felmenia brought to him from Astel’s royal library, he sets off on the next leg of his journey with the court mage, spirit swordswoman, and reformed dark magic user in tow. What awaits them in the Saadias Alliance? And what’s this about a third hero? Moreover, what of the dark forces that are now working in the shadows?
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5,86 €
The Magic in this Other World is Too Far Behind! Volume 8
After a bewildering end to the clash with the demons in the Empire, Suimei discovers he has more enemies in this world than he thought. Meanwhile, the intentions of the Universal Apostles are still hazy at best, and Duke Hadorious still has a hostage he can use against Suimei and the others. Will Reiji’s new power be enough to protect them from all the looming threats? Picking themselves up after the battle will be hard, but then it’s time to prepare for an unexpected journey... to the pool?
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5,86 €
Why Has Nobody Told Me This Before?
Pre-order your copy of Why Has Nobody Told Me This Before?
Drawing on years of experience as a clinical psychologist, online sensation Dr Julie Smith shares all the tools you need to get through life's ups and downs.
Filled with secrets from the therapy room, this is a must-have handbook for optimising your mental health. Dr Julie's simple but expert advice and powerful coping techniques will help you stay resilient no matter what life throws your way.
Written in short, bite-sized entries, you can turn straight to the section you need depending on the challenge you're facing - and immediately find the appropriate tools to help. From managing anxiety, dealing with criticism or battling low mood, to building self-confidence, finding motivation or learning to forgive yourself, this book tackles the everyday issues that affect us all and offers easy, practical solutions that might just change your life.
The Magic in this Other World is Too Far Behind! Volume 2
Finally striking out on his own, Suimei departs the castle and heads to the capital to join up with the local branch of the Adventurer’s Guild. He meets a beautiful and talented young woman there who’s received a strange bit of advice from the oracle. They both join up, and Suimei begins his new life as... a totally average mage in this world? What is he thinking? And what of Reiji, Mizuki, and Titania? How will any of them handle their first encounter with a real demon?
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5,86 €
The Magic in this Other World is Too Far Behind! Volume 7
Reiji’s party meets back up with Suimei and company to discuss the various threats challenging them now. Is there a dark connection they’ve been overlooking this whole time? Either way, it’ll be hard for them to put their heads together when Suimei is still keeping secrets. Will he finally be able to come clean with his friends? And just how are they going to deal with the colorful new interloper in the group? They’ll need to figure out something with what they have coming...
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5,86 €
This Way to Heaven (Barbara Cartland’s Pink Collection 50) (EN)
If you like Downton Abbey you will love Barbara Cartland. Beautiful Jasmina Winfield is a thoroughly modern American girl who likes to make her own decisions. A skilled and daring horsewoman, she is used to taking care of herself and takes orders from no one -- especially not a man. Arriving in Yorkshire from Missouri to visit her relations, the Duke and Duchess of Harley, Jasmina is captivated by the sad romantic tale of her near neighbour the reclusive Earl of Somerton.
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10,99 €
The Magic in this Other World is Too Far Behind! Volume 6
Suimei is finally reunited with Hatsumi, but it seems that demons aren’t all they have to worry about these days. Who is this mysterious dragonnewt, and what does he want with the hero? Suimei isn’t willing to let her go without a fight, but Eanru might not be the only one after her. Meanwhile, Reiji and his newly expanded group take up their quest to locate a legendary weapon that might help in the war against the demons. With enemies all around them, there just might be a strange new ally on the horizon, too.
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5,86 €
Lacná kniha Metóda bullet journal (-50%)
Prečo sa ľudia na celom svete vracajú od sofistikovaných aplikácií k... obyčajnému zápisníku?
Vyskúšal som veľa organizačných on-line i off-line metód, ale ani jedna mi nevyhovovala. Z čírej potreby som vymyslel metódu bullet journal a teraz som sústredenejší a pracujem efektívnejšie. Keď som sa o tejto metóde rozprával s priateľmi zápasiacimi s podobným problémom, spustila sa lavína. Prešlo niekoľko rokov a na moje obrovské prekvapenie sa z metódy bullet journal stalo globálne hnutie.
Metóda bullet journal nie je len o organizácii poznámok a zoznamoch úloh. Cieľom je „intencionálny život“. Život, z ktorého vytesníte zbytočné rozptýlenie a sústredíte svoj čas a energiu na nájdenie skutočného zmyslu v práci aj v osobnom živote. Ak chcete viac času venovať tomu, na čom vám záleží, zabudnite na hlúposti. V tejto knihe vám ukážem ako.
Zachyťte minulosť: Stačí vám len pero a papier. Vytvorte si prehľadný a podrobný záznam, čo ste kedy robili.
Usporiadajte si prítomnosť: Systematicky, cielene a tvorivo upokojte každodenný ruch.
Naplánujte si budúcnosť: Premeňte svoju zvedavosť na ciele a rozdeľte ich na manažovateľné kroky, ktoré vedú k veľkej zmene.
Knihu som napísal pre frustrovaných autorov zoznamov, ľudí, čo nezvládajú žonglovanie medzi viacerými úlohami, kreatívcov hľadajúcich štruktúrovaný prístup. Či už používate bullet journal dávno, alebo ste práve začali, táto kniha vám pomôže stať sa pilotom svojho života, nielen bezradným pasažierom.
Vypredané
9,45 €
18,90 €
dostupné aj ako:
Paramore - This Is Why LP
KDO: Americká rocková kapela vznikla v městečku Frankliv ve státě Tennessee v roce 2004. Ústřední postavou je zpěvačka Hayley Williams. Paramore debutovali v roce 2005, komerčně se prosadili už o dva roky později s druhým albem Riot, které jim zároveň vyneslo i první nominaci na Grammy. Vítězství v prestižní anketě se kapela dočkala v roce 2010, kdy vydala úspěšné eponymní album, s nímž se dostala na vrchol hitparády v Americe i Velké Británii. Skupina prošla několika personálními otřesy.
CO: Loni album This Is Why předznamenal stejnojmenný singl. Píseň, ve které se zpěvačka Hayley Williams vyrovnává s výzvami, jimž čelí jako frontmanka světoznámé skupiny, mimo jiné stálým tlakem veřejnosti lačnící po detailech z jejího soukromí, znamenal konec čtyřleté pauzy, kterou si trojice udělala po konci turné k desce After Laughter. Na šesté desce se soubor vrací ke kytarovějšímu zvuku a jistě není bez zajímavosti, že je to vůbec poprvé, co Paramore natočili nové album ve stejné sestavě, v jaké dělali to předchozí. This Is Why je k dispozici na CD a LP.
LP1
1. This Is Why [03:26]
2. The News [03:07]
3. Running Out Of Time [03:12]
4. C’est Comme Ça [02:29]
5. Big Man, Little Dignity [04:20]
6. You First [04:05]
7. Figure 8 [03:24]
8. Liar [04:21]
9. Crave [03:55]
10. Thick Skull [03:52]
Lacná kniha Odpuštění – This Man 2 (-90%)
Vítejte ve smyslném světě plném lásky a vášně... Ava O’Sheaová se nechala hýčkat pozorností okouzlujícího Jesseho Warda, užívala si rozkoš, kterou ji zahrnoval, ale zároveň cítila, že před ní něco skrývá a že ji od svého tajemství drží co nejdál. Musela ho opustit, aby přežila. Jenže Jessemu nejde uniknout. Teď je zpátky v jejím životě a připomíná jí všechno, co spolu prožili – neutuchající vášeň i bolest. Proto se Ava rozhodne, že o tomto muži zjistí pravdu. Znovu se ocitne v Panském sídle – tedy přesně tam, kde ji chtěl Jesse mít... Erotický román Odpuštění je druhý díl trilogie This Man. Od samého začátku Vám nedovolí vydechnout: budete se zmítat ve vlnách citů, propadat se do hlubin vášně i stoupat do výšit romantické lásky.
Vypredané
2,00 €
19,99 €
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This Way for the Gas, Ladies and Gentlemen
Tadeusz Borowski's concentration camp stories were based on his own experiences surviving Auschwitz and Dachau. In spare, brutal prose he describes a world where where the will to survive overrides compassion and prisoners eat, work and sleep a few yards from where others are murdered; where the difference between human beings is reduced to a second bowl of soup, an extra blanket or the luxury of a pair of shoes with thick soles; and where the line between normality and abnormality vanishes. Published in Poland after the Second World War, these stories constitute a masterwork of world literature.
My Instant Death Ability is So Overpowered, No One in This Other World Stands a Chance Against Me! Volume 2
After their entire class was transported to another world, Yogiri Takatou and Tomochika Dannoura were abandoned when it was discovered they had failed to receive the Gift, a special power that the rest of their class inherited from a powerful Sage named Sion. What none of the others knew, however, was that Yogiri already had his own unique power — one that multiple world governments back home were keeping him under observation for: the power of Instant Death! With Yogiri’s abilities now exposed and being scrutinized by Sages and Swordmasters alike, this unlikely duo continues their adventure, determined to find a way back to Japan. The only lead they have to go on is to follow their former classmates’ trail and track down the formidable Sion in the hopes that she’ll be willing to negotiate. But even with the power of Instant Death on their side, the world around them seems intent on making the task as much of a hassle as possible!
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5,86 €
My Instant Death Ability is So Overpowered, No One in This Other World Stands a Chance Against Me! Volume 5
Having overcome countless trials (without much difficulty), Yogiri and Tomochika finally managed to reunite with their classmates in the capital. But between the efforts of Ayaka, a synthetic classmate who swore revenge against her fellow students, the meddling of Sion, a Sage determined to cull the weak and produce a new superbeing from their class of candidates, and the revival of the Dark God Mana, the majority of the class — not to mention the entire capital — were ultimately wiped out.
Somehow, amid the chaos, the unlikely pair were able to draw Sion out and acquire their first concrete clue about how to get home: they will need a number of Philosopher’s Stones, powerful artifacts carried within the bodies of the Sages. After taking one from Sion and finding another dropped into their laps by Risley, the only surviving clone of the Sage Lain, who they killed some time earlier, the two highschoolers set off in search of a third energy source, leaving a trail of ruins behind them.
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6,08 €
Lacná kniha OWC Journal of the Plague Year (-25%)
The text and notes are reproduced from the Oxford English Novels edition. The introduction sheds light on the relationship of the Journal to Pepys's diary, and a medical note relates the latest research on the Plague.
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2,24 €
2,99 €
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The Magic in this Other World is Too Far Behind! Volume 4
Suimei finally has his base set up, new housemate and all, and is primed to devote himself to his research in trying to find a way back home. But things are never that simple for our hard-luck anti-hero from another world. There’s still a shadow on the loose in the city and an unfinished duel with a real hero to settle, but to make matters worse, someone new seems to have taken an interest in Suimei and his affairs. Meanwhile, Reiji and the others continue their own quest to save the world, which may take an unexpected turn.
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5,86 €
The Magic in this Other World is Too Far Behind! Volume 1
Suimei and two of his best friends find themselves mysteriously summoned to another world. There’s a cute princess, magic galore, a Demon Lord that needs to be defeated, and a world that needs to be saved—the works! Too bad Suimei isn’t interested. His friends are all too ready to play the parts of heroes, but Suimei just wants to get home. He has an advantage as a magician... but he’s in for a rude awakening when he finds out what actually passes for magic in these parts.
Na stiahnutie
5,86 €