Service design organizes business from the customer's perspective
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Service design organizes business from the customer's perspective

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Service design is a process whereby business or public service focus first on the customer, and thereafter organize to meet the customers needs in a manner that the customer understands and finds ...

Service design is a process whereby business or public service focus first on the customer, and thereafter organize to meet the customers needs in a manner that the customer understands and finds logical. No stupid rules.

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  • For ensuring that the service consumers understand the service, the complete & concise service specification must be phrased in their terms & wording.
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  • The accountable service provider must see it from the perspective & perception of the service consumers in the realms of the commissioning service customers.
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  • First all all, the accountable service provider must clearly & precisely identify the desired and/or required service types from the perspective & perception of the service consumers. Then, the accountable service provider must completely & concisely specify the identified service type according to the exigencies & expectations of the authorized service consumers in the realms of the commissioning service customers. s. slide deck of the lecture 'Service Offering - From Service Specifying to Service Cataloguing' - http://de.slideshare.net/PaulGHz/lecture-service-offering-from-service-specifying-to-service-cataloguing-v-010000
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  • In fact, a commissioning service customer wants that all the authorized service consumers in his realm are satisfied by realibly rendering each & every explicitly triggered by one of them explicitly to him.
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  • A service neither can be sold nor be bought because each & every service as such is intangible & immaterial, insubstantial & perishable. - s. Wikipedia entry 'Service characteristics' - http://en.wikipedia.org/wiki/Service_(economics)#Characteristics
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Service design organizes business from the customer's perspective Presentation Transcript

  • 1. WE MAKE THEM TALK ABOUT YOU Service design...
  • 2. thebrandmanual.com ...increases customer loyalty...
  • 3. thebrandmanual.com ...strengthens your brand...
  • 4. thebrandmanual.com ...lowers marketing costs...
  • 5. thebrandmanual.com ...by organizing business from the customers perspective.
  • 6. WE MAKE THEM TALK ABOUT YOU Something to think about
  • 7. thebrandmanual.com Customers see a larger world and more choice.
  • 8. thebrandmanual.com Customer comes in Says what she needs Chooses and pays Leaves The organization’s perspective ofcustomers
  • 9. thebrandmanual.com A reason Remembers previous experience Asks around / surfs the net Considers her options Puts it on the backburner because it isn’t urgent Calls and asks for information anonymously Has to find to time to visit / call The drive up and parking / walk from the bus stop Customer comes in Says what she needs Chooses and pays Leaves Is in a public place with the product Unpacking Using Developing an opinion of the product or service For the customer, the journey is considerably longer.
  • 10. thebrandmanual.com Customer wants Transaction Customer has The transaction is the obstacle in the way of customer satisfaction.
  • 11. thebrandmanual.com The customer never buys a “thing”. He buys a solution.
  • 12. thebrandmanual.com
  • 13. thebrandmanual.com The difference between you and your customer: you feel the need to explain more than the customer wants to know. The customer just wants the problem solved.
  • 14. thebrandmanual.com What you know Specialist Customer What he wants to know
  • 15. thebrandmanual.com Tick, if you want to be an organ donor. Tick, if you don’t want to be an organ donor. In England 5% are organ donors, in Sweden 95% are.
  • 16. thebrandmanual.com
  • 17. thebrandmanual.com
  • 18. WE MAKE THEM TALK ABOUT YOU Brand Manual Rotermanni 5 10111 Tallinn Estonia +372 664 5049 Brand Manual Sweden Stora Gråmunkegränd 3 S-103 15, Post box 2203 Sweden +46 (0)722 52 30 63 index@thebrandmanual.com www.thebrandmanual.com www.facebook.com/brandmanual www.brandmanual.blogspot.com