SKU: 4909838436

Service Innovation: How to Go from Customer Needs to Breakthrough Services

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Service Innovation: How to Go from Customer Needs to Breakthrough ServicesAdvance praise for Service Innovation: "To the CEOs of all service companies I deal with: READ THIS BOOK " Dave Wascha, senior director, Bing Product Management, Microsoft Corporation "Lance Bettencourt deftly blends his academic and consulting experience to provide an example rich, readable, practical, and innovative discussion of service innovation." Leonard Berry, coauthor of Management Lessons from Mayo Clinic "Provides the robust framework to

Advance praise for Service Innovation:

"To the CEOs of all service companies I deal with: READ THIS BOOK " -- Dave Wascha, senior director, Bing Product Management, Microsoft Corporation

"Lance Bettencourt deftly blends his academic and consulting experience to provide an example-rich, readable, practical, and innovative discussion of service innovation." -- Leonard Berry, coauthor of Management Lessons from Mayo Clinic

"Provides the robust framework to design services that unlock growth opportunities for every business." -- Lance Reschke, vice president, Ceridian Corporation

"The tools and guidance in this book will inspire companies, small and large, to create effective and innovative services that are desperately needed." -- Mary Jo Bitner, Ph.D., W. P. Carey School of Business, Arizona State University, and coauthor of Services Marketing: Integrating Customer Focus Across the Firm

"Cracks the code from the fuzzy front end through the complete life cycle of Service Innovation." -- Angelo Rago, division vice president, Global Customer Services, Abbott Medical Optics

"Filled with rich examples of how firms can innovate service through helping customers get jobs done." -- Stephen W. Brown, Ph.D., W. P. Carey School of Business, Arizona State University

"Any leader intent on providing distinctive value to customers must read Service Innovation." -- Michael Reynolds, staff vice president, Commercial Marketing, WellPoint, Inc.

If there's one truism about the service sector, it's that businesses don't succeed by inventing a better mousetrap; they succeed by finding the best, most cost-effective way to get rid of their customers' mice.

In industries ranging from heavy machinery to health care to financial services to consumer goods, service innovation is helping businesses find new revenue streams--and enhance existing ones--by satisfying their customer's need to get things done.

Few understand this better than Lance Bettencourt, a strategy adviser at Strategyn and a leading educator in management innovation consulting. And in Service Innovation, Bettencourt gives a master's class on the art and science of creating breakthrough service products.

True service innovation demands that you shift the focus away from the solution and back to the customer. To achieve this shift in your business--one that takes you from making educated guesses to building a clear model to guide service innovation--Bettencourt instructs on the finer points of how to rethink your approach to the customer's needs: how the customer defines value in a product or service.

Bettencourt mines nearly 20 years' experience in teaching and advising clients with service- and product-dominant businesses to demonstrate proven ways you can build, streamline, and focus your company's service product innovation processes.

Among the numerous key ideas and practices are:

  • Insight on understanding the different types of clients you serve--and how your products deliver value to them
  • Ways to design specific frameworks for discovering service innovation opportunities for new, improved, and supplementary service products
  • Practical guidance on staying focused on the "fuzzy front end" of service innovation
  • The fundamental elements of a winning service strategy

Finding new ways to help people solve problems and get things done is why there are goods and services in the first place. And in Service Innovation, Lance Bettencourt fills a vital need by delivering the essential guide that can put your business on the latest frontier of value creation.

Binding Type: Hardcover
Publisher: McGraw-Hill Education
Published: 06/18/2010
ISBN: 9780071713009
Pages: 255
Weight: 1.20lbs
Size: 9.24h x 6.22w x 1.03d

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SKU: 4909838436

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4.8 ★★★★★
Based on 24 reviews
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J
J. Lam
Belleville, US
★★★★★ 4
most can fit saros 10, but not all
Color: Saros 10R/Qrevo CurvX Accessories Kit, Color: Saros 10R/Qrevo CurvX Accessories Kit
I should have done a little more research with these. I purchased this for a Saros 10, i thought the Saros 10 and 10R was basically the same besides the filters. I was wrong. Although the brushes are the same size, they didnt fit. They lacked a special metal piece on one side, and the 10R has a different shape on the other, cant even jerry rig it to fit. The filters didnt fit my Saros 10, but that didnt cause the dropped rating, but they quality of it looks very good, and seems well made. The side brushes are good and they fit my Saros 10, replaced them and didnt have a problem. The bags also fit and they are very good. The mopping brushes did not fit, but it was very well made and definitely wasnt just a cheap set. The brush and screw driver were just to add additional number counts and basically useless.
WAS THIS REVIEW HELPFUL?YesReportShare
Reviewed in the United States on January 26, 2026
K
Keith McElroy
Phoenix, US
★★★★★ 5
Everything you need for your robot maintenance
Color: Saros 10r-20/Qrevo Curvx Accessories, Color: Saros 10r-20/Qrevo Curvx Accessories
Automatic floor robots are a great convenience and, at this point, I can't picture our house without one. Being able to turn them on at night and wake up to vacuum and mopped floors is pretty amazing. The problem is that you eventually have to do maintenance on them to keep them running. I guess it's not that much to ask of you since they do go for a long time with only water refills and waste water dumps. It's hard to find kits that are comprehensive enough to cover all the needs, so when I saw this one, I had to pick it up. The kit contains multiples of every consumable on the Roborock (ours is named Mrs. Nesbit). It also comes with a screwdriver and a blade/brush to clean dirt and hair. The small spinning brush is easy to replace, and the only one you need the screwdriver for. The mopping pad functional on the Roborock is one of my favorite features, so having multiple replacements makes this kit very attractive. They simple peel off of the Velcro and lay back the same. The split rollers take a minute to figure out, but you don't need to loosen the screws - they pull right off the U shaped plastic pieces they are attached to, but keep track of which goes with which color because each plastic piece only goes back on its correct side. The easiest to replace is the filter on the dust bin in the robot since it just pops out and the new one fits in. The lasts step is to replace the dust bag in the base itself, which is very simple. Overall, the quality and fit of all the pieces included in this kit were great. I didn't run across anything that was off or I had to force on. While my pads and brushes weren't as bad as my other vacuum (named The Beast), the vacuum had been warning me that their life was coming to an end and I needed to swap them out. Now I have multiple replacements for the future and my Roborock is good to go for many months. I will be picking this kit up again when I run out and wouldn't hesitate to recommend it at this price point.
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Reviewed in the United States on May 10, 2026
N
Nancy
Louisville, US
★★★★★ 4
Good Budget Replacement Set, but Mop Pads Differ from Original
Color: Saros 10r-20/Qrevo Curvx Accessories
These replacement accessories fit my Roborock Qrevo S5 without any issues. I run my robot daily because I have a dog, so I go through mop pads pretty quickly and have already used this set for a couple of cleaning runs around the house on vinyl floors. The bags seal properly, and I did not notice any loss of suction or performance with the filters compared to the original parts. The biggest difference was the mop pads themselves. They feel noticeably different from the OEM Roborock ones and seem a bit lower in quality. Even so, they still got the job done for normal daily cleaning and handled pet hair and dirt well. Since the original pads also wear out for me after multiple washes, this set still feels like a practical and more affordable alternative overall.
WAS THIS REVIEW HELPFUL?YesReportShare
Reviewed in the United States on May 31, 2026
S
Super Duper
Massapequa, US
★★★★★ 3
Not as good as the oem accessories
Color: Saros 10r-20/Qrevo Curvx Accessories, Color: Saros 10r-20/Qrevo Curvx Accessories
I have a roborock saros 10r and all of these accessories seem to be compatible and work with my robovac however the quality of them isn’t nearly the same level. The mop pads material are much coarser and less fine than the original. The side brushed bristles weren’t nearly as tightly bound together. The roller brush isn’t as well made. The cleaning performance I think is similar but i suspect they will not last as long as the oem accessories which are just much better made. Over it’s a mix on value.
WAS THIS REVIEW HELPFUL?YesReportShare
Reviewed in the United States on May 30, 2026
E
Ed
Lexington, US
★★★★★ 5
All the parts needed to maintain your Roborock robot, with a great fit and finish.
Color: Saros 10r-20/Qrevo Curvx Accessories, Color: Saros 10r-20/Qrevo Curvx Accessories
This is a great consumable parts replacement package for many Roborock robots. I utilized it for my Saros 10R. The parts all fit great and honestly look and feel just like the OEM parts that came with the robot. Over time, I have purchased new consumable parts for my Saros 10R from various sources, but I think that I will be using this kit in the future. The kit comes with everything one needs to maintain Roborock robots, as outlined in its description. The main brushes are of good quality and fit well. I have found that the main brushes and the filter fit are the hardest things for third-party vendors to duplicate, and these do that well. What I like most is the mop heads. They are of very good quality and may be better than the OEM mop heads. Everything in this kit fits well and mimics the manufacturer's parts closely in both quality and fit. Compared to the cost of Roborock OEM parts, this is a home run.
WAS THIS REVIEW HELPFUL?YesReportShare
Reviewed in the United States on May 26, 2026

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