Selling the value of Service Design

How Barbara Minto of The Pyramid Principle might approach selling the value of Service Design

71% Percentage of Australian GDP generated by Service organisations? 8% 80% of companies say they deliver a “superior experience” How many of these firms customers agree? ➡ Customer expectations were never or rarely met 52% ➡ Customers who left at least one provider last year due to poor service 64% ➡ Customers whose expectations are increasing 41% SMH 29.1.09 Accenture Report

The Complication Up until recently, there has been no skillset & toolset specifically designed to develop new or better services at the same as also maximising the value of the service exchange to both company and customer.

The Question Should we continue to use tools and frameworks developed for and using a manufacturing mindset to solve challenges that are unique to Service based companies?

The Answer - Service Design Or is the answer to use a Service Design approach that helps organisations identify where, when and how their services can be improved and made more valuable for both themselves and their customers.

then.. design and embed the systems necessary for companies to profitably deliver those services on an repeatable basis.

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Selling the value of Service Design

by Damian Kernahan on May 22, 2009

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Selling the value of Service Design — Presentation Transcript