The slides of the input presentation Stefan Müller gave during the Global Service Jam Berlin on March 12th, 2011.

2. “Your vantage point determines what
you can see...“
- Charles Leadbeater

3. “The question you ask determines
much of the answer you get...“
- Charles Leadbeater

4. “We ask questions in ways that
make them easier to answer, with
familiar tools.”
- Charles Leadbeater

5. Don’t Judge!

7. Service components

8. Setting the right
expectations
Service components

9. A decision in your
favour is the first
moment of truth
Service components

10. All touchpoints are
not created equal
Service components

11. Something goes wrong:
the ultimate moment of
truth
Service components

12. Turning customers
into advocates
Service components

13. Putting on a play
Service components

14. Stage Audience Actors Script Backstage
Service components

15. Stage The physical evidence of your service, your “stuff”
Audience Your customers and their actions
Actors Your employees and their actions
Script Your plan for what should happen, where and when
Backstage What you need to make everything “work”
Service components

16. First impressions Lasting impressions
Entice Decide Use Support End & Extend
Service components

17. End &
Entice Decide Use Support Extend
Stage
Audience
Actors
Script
Backstage
Service components

18. Service components

19. Service components

20. “I often think of the post-it notes
generated at a brainstorm as being
like butterflies: beautiful, in their own
way — but doomed to a short life.”
- John Thackara

21. Thanks