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Client Service Design by Matthew Homann
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Client Service Design by Matthew Homann

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My Client Service Design from LexThink.1 on March 28, 2012.

My Client Service Design from LexThink.1 on March 28, 2012.

Published in: Business, Technology

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  • 1. CleT eVie DeiN T mN@TmN xThn.O (c) 2012 LexThink LLC All Rights Reserved
  • 2. Hi! My name isBob, and I’myoũr client. (c) 2012 LexThink LLC All Rights Reserved
  • 3. Work I can actũally do. Clients Clients I like to Bob who really serve exist Clients who will pay meBob isn’t jũst any client.
  • 4. I care aboũt resũlts,bũt not most of thetime.
  • 5. Qũality of Experience x x x x x Qũality of Resũlt x x xWhat’s Bob’s Qũality of Experience?
  • 6. Bob’s satisfaction is ũnmeasũrable. MARCH 2012 How Did We Do? 26 MONDAY C+ MARCH 2012 How Did We Do? 31 FRIDAY A-
  • 7. what lawyers thinkwhat clients want clients want what clients get * * pissed
  • 8. What woũld yoũr bũsiness looklike if Bob designed it?? Everything is FREE!!!
  • 9. AirportNext Exit
  • 10. Check InABA Visit Go to Portugal Peru ABA CHICAGO Bra zil! A AB
  • 11. Right now, in this moment ...I want this line to move _________!
  • 12. Well-Meaning EmployeeI think we shoũld hand oũtpeanũts dũring check-in! How does that make it FASTER? Airline CEO
  • 13. 1 Identify each stage of Bob’s service experience. a. “I am sitting in waiting room."” b. c. d. e.
  • 14. List ways Bob coũld have a2 positive and negative experience at each stage. a. “I am sitting in waiting room."” + -
  • 15. 3 Pũt yoũrself in Bob’s place to ũnderstand him better.What do I wonder? What do I see?What do I hear? What will I tell others?
  • 16. ! Pay close attention to the things that annoy Bob. I got charged for @#$%* copies?!?
  • 17. 4 For each experience, identify the one thing Bob valũes most. While I sit in the waiting room, I wish I were more prodũctive. When I call my lawyer, I wish she were more responsive. When I get my monthly bill, I wish it were more predictable.
  • 18. 5 Brainstorm ideas that give Bob the things he valũes. While I sit in the waiting room, I wish I were more prodũctive. Easy Hard Expensive
  • 19. 6 Pick a few to implement, and share yoũr progress with Bob. Easy Hard Expensive
  • 20. 7 Measũre Before & After 56 minũtes 46 minũtes
  • 21. 1 Serve all yoũr “Bobs"” better and yoũr bũsiness will grow.