Designing future services18 Oct
We see that organizations don’t have the tools for new service development. Do you understand the complex world of your customer and are you willing to invest in scenario’s about the future needs of customers and what kind of services they really need.
It all starts with relevant customer insights to build new service value propositions.
The customer at the centre
Attitudes, values, memories, emotions of customers are relevant to discover the hidden worlds of customers. People’s relation with products, services and experiences is much more complex than it seems. Attitudes, values, memories and emotions directly effect how customers feel about products and services.
Understand the complex world of the customer; tackle the wide area of unmet customer needs.
Methods
Co-creation
Services are systems of value creation. Producers and customers of services have to work together to create the best service experience. This is co-creation. Service innovation workshops are set up as creative and collaborative processes to discover winning service value propositions.
Customer value
From a customers perspective, customer value is what they get and what they have to give up.
Winning customer insights
“Winning customer insights represents a deep understanding of customer needs and the drivers of customer behavior
*These insight will allow you to:
*offer personalised services to specific customer groups.;
*build long-term profitable customer relationships;
Maximize the return on investment of your new service development process.
This detailed understanding of your customer insights will give you the opportunity to design compelling service propositions.
“Think like a customer in three steps”: strengthen the profile of your customer, what do you offer this customer (including the most important product and service attributes) and identify the most valuable attributes from the perspective of the target customer.
Customer routing
Focus on the total customer journey: Customer routing is the best way to prioritize the service process from your customers’ perspective.
Service touch-points
Service touch points are the tangibles that make up the total experience of using a service. Touch-points can take many forms, from advertising to personal cards, web- mobile phone- and PC interfaces, bills, retail shops, call centres and customer representatives. In service innovation, all touch-points needs to be considered in totality in order to create a clear, consistent and unified customer experience.
Service value system
Service value system thinking is about connecting service touchpoints. Paradigm-breaking service value propositions are designed by service touchpoints that enhance functionality, foster interactions, and incorporate the brand story. They conceptualize service touchpoints from their customer’s point of view. The result is a unique value network.
Approach Businesspreneur
Businesspreneur brings forward a systematic and pragmatically approach to Service Innovation. We help managers and service professionals understand how to approach the topic of service innovation. The service innovation workshop helps everyone in your company understand the part they play in delivering the customer experience.
Businesspreneur beliefs in the service personality approach. The service personality reaches-out, engages, and connects with specific target customer segments to create a more emotional and rational relationship with core-customers. A precise description of our customer and what the customer wishes to accomplish.
