How to create a great service, instead of just selling..
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How to think when building a great service

How to think when building a great service

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How to create a great service, instead of just selling.. Presentation Transcript

  • 1. FROM SHOP TO SERVICEThanks to Klaus Bundvig of 1508UXSTORIES.DK | 42
  • 2. FROM SHOP TO SERVICEAGENDA09.00 – 10.00: Lecture – from shop to service10.00 – 10.10: Break10.10 – 11.00: Groupwork – 3 examples – and ideas..11.00 – 11.10: Break11.10 – 12.30: Group presentations – 5 min pr. group!UXSTORIES.DK 2 | 42
  • 3. FROM SHOP TO SERVICEAMBITION"CAN WE MAKE SUCH AGOOD SERVICE THATTHE ACTUALTRANSACTION IS NOTA CHALLENGE? "UXSTORIES.DK 3 | 42
  • 4. FROM SHOP TO SERVICEOR PUT IN ANOTHER WAYWHAT ARE YOU GOING TOLIVE OF, IF YOU NOLONGER CAN COMPETEON PRICE?UXSTORIES.DK 4 | 42
  • 5. FROM SHOP TO SERVICEOF COURSE ITS ABOUT SELLING – BUT IN CONNECTION WITHSOMETHING POSITIVE!UXSTORIES.DK 5 | 42
  • 6. FROM SHOP TO SERVICEBECAUSE EARNED MEDIA BECOMES STILL MORE IMPORTANT!ONLY 47% OF CONSUMERS AROUND GLOBAL CONSUMERS TRUSTINGTHE WORLD SAY THEY TRUST PAID THEM, AN INCREASE OF 15% IN FOURMEDIA (TELEVISION, MAGAZINE AND YEARS.NEWSPAPER ADS),A DECLINE OF OVER 20% SINCE 2009. (SOURCE: NIELSEN, APRIL 2012)92% OF GLOBAL CONSUMERS SAYTHEY TRUST EARNED MEDIA (WORD-OF MOUTH AND RECOMMENDATIONSFROM FRIENDS AND FAMILY) ABOVEALL OTHER FORMS OF ADVERTISING,AN INCREASE OF 18% SINCE 2007.ONLINE CONSUMER REVIEWS ARETHE SECOND MOST TRUSTED FORMOF ADVERTISING WITH 70% OFUXSTORIES.DK 6 | 42
  • 7. FROM SHOP TO SERVICEHERE IS AN IDEA – TURN SERVILE“YES, CONSUMERS ARE MOREDEMANDING, TIME-STARVED, INFORMED,AND CHOICE-SATURATED THAN EVERBEFORE(WE KNOW YOU KNOW).FOR BRANDS TO PROSPER, THE SOLUTION ISSIMPLE THOUGH: TURN SERVILE.THIS GOES FAR BEYOND OFFERINGGREAT CUSTOMER SERVICE.SERVILE MEANS TURNING YOUR BRAND INTO ALIFESTYLE SERVANT FOCUSED ON:CATERING TO THE NEEDS, DESIRES ANDWHIMS OF YOUR CUSTOMERS,WHEREVER AND WHENEVER THEY ARE.”UXSTORIES.DK 7 | 42
  • 8. FROM SHOP TO SERVICETHERE ARE MANY EXAMPLES OUT THEREUXSTORIES.DK 8 | 42
  • 9. FROM SHOP TO SERVICEQUESTION… WHAT IS A SERVICE?UXSTORIES.DK 9 | 42
  • 10. FROM SHOP TO SERVICETHINK LIKE A WAITERUXSTORIES.DK 10 | 42
  • 11. FROM SHOP TO SERVICETHIS IS NOT A PIPEUXSTORIES.DK 11 | 42
  • 12. FROM SHOP TO SERVICEAND THIS IS NOT A SERVICEUXSTORIES.DK 12 | 42
  • 13. FROM SHOP TO SERVICEBUT THIS IS A SERVICE! SERVICE = CONVINIENCEUXSTORIES.DK 13 | 42
  • 14. FROM SHOP TO SERVICESERVICE IS ABOUT GIVING A GIFTUXSTORIES.DK 14 | 42
  • 15. FROM SHOP TO SERVICEUPSALE IS NOT A SERVICE IN IT SELFUXSTORIES.DK 15 | 42
  • 16. FROM SHOP TO SERVICESERVICE MAKES YOUR COSTUMERS LOOK GOOD SERVICE = IMPOWERMENTUXSTORIES.DK 16 | 42
  • 17. FROM SHOP TO SERVICEAS WHEN MAILCHIMP SUPPORTS YOU IN BEING A GOOD WEBMASTERUXSTORIES.DK 17 | 42
  • 18. FROM SHOP TO SERVICESERVICE IS ABOUT RECOGNIZING AND CATERING FOR UNKNOWNNEEDSUXSTORIES.DK 18 | 42
  • 19. FROM SHOP TO SERVICETHIS IS RELATED SERVICES SERVICE = CATERING TO UNKOWN NEEDSUXSTORIES.DK 19 | 42
  • 20. FROM SHOP TO SERVICEOR WHEN YOU ARE OFFRED BATTERIES A YEAR AFTER YOU BOUGHTYOU DRILLING MACHINEUXSTORIES.DK 20 | 42
  • 21. FROM SHOP TO SERVICEWHAT SERVICES COULD BE APPLIED TO THEESE BRANCHES?• HOUSING AND KITCHEN• BUILDING AND GARDEN• CHILDREN, BABYS AND TOYS• CLOTHING, SHOES AND ACCESSORIES• ELECTRONICS AND IT• FINANCIAL PRODUCTS• OFFICE AND HOBBY ARTICLES• PERSONAL CARE• FOOD AND BEVERAGES• MEDIA, CULTURAL EXPERIENCES AND INTERTAINMENT• SPORT AND LEISURE ACTIVITIES• TRANSPORT AND TRAVELSUXSTORIES.DK 21 | 42
  • 22. FROM SHOP TO SERVICESO WHAT COULD RELATED SERVICES TO THE FOLLOWING BE?UXSTORIES.DK 22 | 42
  • 23. FROM SHOP TO SERVICELOOK AT THE OVERALL USER JOURNEY – WHAT SERVICES AREPOSSIBLE BEFORE UNDER AND AFTER THE SALE?UXSTORIES.DK 23 | 42
  • 24. FROM SHOP TO SERVICERETURN ENVELOPES IS A SERVICE THAT CATERES TO THE OVERALLUSER JOURNEY SERVICE = CATERING THE USER JOURNEYUXSTORIES.DK 24 | 42
  • 25. FROM SHOP TO SERVICEWHO COULD GØR DET SELV TEAM UP WITH IN ORDER TO PROVIDE AGREAT SERVICE JOURNEY?UXSTORIES.DK 25 | 42
  • 26. FROM SHOP TO SERVICEHERE IS A TRANSPARENT SERVICE SERVICE = CONTROL & VISUALIZATIONUXSTORIES.DK 26 | 42
  • 27. FROM SHOP TO SERVICEHERE IS A IN TRANSPARENT SERVICE – I DON’T KNOW ANYTHINGABOUT MY PENSION…UXSTORIES.DK 27 | 42
  • 28. FROM SHOP TO SERVICEBABOLAT CONECTS TO THEIR CORE PRODUCTUXSTORIES.DK 28 | 42
  • 29. FROM SHOP TO SERVICEAND MARKS & SPENCER MAKES IT POSSIBLE FOR YOU TO TRYBEFORE YOU BUYUXSTORIES.DK 29 | 42
  • 30. FROM SHOP TO SERVICEUD OG SE(RVICE) MED DSBDSB – DANISH RAILROADSUXSTORIES.DK 30 | 42
  • 31. FROM SHOP TO SERVICEDSB KNOWS EXCATLY WHERE YOU ARE AT WHAT TIME…UXSTORIES.DK 31 | 42
  • 32. FROM SHOP TO SERVICETRAVELING ACCORDING TO DSBUXSTORIES.DK 32 | 42
  • 33. FROM SHOP TO SERVICETRAVELING IN REALITYUXSTORIES.DK 33 | 42
  • 34. FROM SHOP TO SERVICEIT SHOULD RAIN WITH RELEVANT DIGITAL SERVICESUXSTORIES.DK 34 | 42
  • 35. FROM SHOP TO SERVICESOMEBODY ARE BECOMMING REDUNDANTGOODBYE WHOLESALERUXSTORIES.DK 35 | 42
  • 36. FROM SHOP TO SERVICEWHOLESALERS LIVE OF PROFITMARGINUXSTORIES.DK 36 | 42
  • 37. FROM SHOP TO SERVICEWHEN THE ENDUSER CAN BUY WITHOUT INTERMEDIARY TRADE, THEWHOLESALERS ROLE MUST CHANGEUXSTORIES.DK 37 | 42
  • 38. FROM SHOP TO SERVICEHERE IS A DIGITAL SERVICE BASED ON DATAUXSTORIES.DK 38 | 42
  • 39. FROM SHOP TO SERVICEWHEN WE KNOW THE COSTUMER, WE ARE ABLE TO GIVE A BETTERSERVICEUXSTORIES.DK 39 | 42
  • 40. FROM SHOP TO SERVICEAND THE SERVICE EMPOWERS THE COSTUMER, AND BUILDS THEIRBUSINESSUXSTORIES.DK 40 | 42
  • 41. FROM SHOP TO SERVICEPROFIT AND MEANING COMPANIES ARE DRIVEN BY PROFIT. PEOPLE ARE DRIVEN BY MEANING. SO WHAT MAKES SENSE FOR YOUR CUSTOMERS?UXSTORIES.DK 41 | 42
  • 42. FROM SHOP TO SERVICEGROUP WORKGroupwork – 3 examples – and ideas..SCENARIO: Your Boss has asked you to have a look through the market in a search for 3possible business ideas..Find 3 examples on shops (physical or webshops) that would benefit from going fromshop to service – discuss and write down the ideas – make a drawing or a screendump..PLEASE MAKE A PPT. WITH 3 EXAMPLES – GET IT READY TO PRESENT AFTERLUNCH.. 5 MIN PR. GROUPThe presentations will be video filmed in order to provide feedback on presentationsUXSTORIES.DK 42 | 42