Client Service Design by Matthew Homann

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

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Client Service Design by Matthew Homann

  1. 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. 2. Hi! My name isBob, and I’myoũr client. (c) 2012 LexThink LLC All Rights Reserved
  3. 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. 4. I care aboũt resũlts,bũt not most of thetime.
  5. 5. Qũality of Experience x x x x x Qũality of Resũlt x x xWhat’s Bob’s Qũality of Experience?
  6. 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. 7. what lawyers thinkwhat clients want clients want what clients get * * pissed
  8. 8. What woũld yoũr bũsiness looklike if Bob designed it?? Everything is FREE!!!
  9. 9. AirportNext Exit
  10. 10. Check InABA Visit Go to Portugal Peru ABA CHICAGO Bra zil! A AB
  11. 11. Right now, in this moment ...I want this line to move _________!
  12. 12. Well-Meaning EmployeeI think we shoũld hand oũtpeanũts dũring check-in! How does that make it FASTER? Airline CEO
  13. 13. 1 Identify each stage of Bob’s service experience. a. “I am sitting in waiting room."” b. c. d. e.
  14. 14. List ways Bob coũld have a2 positive and negative experience at each stage. a. “I am sitting in waiting room."” + -
  15. 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. 16. ! Pay close attention to the things that annoy Bob. I got charged for @#$%* copies?!?
  17. 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. 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. 19. 6 Pick a few to implement, and share yoũr progress with Bob. Easy Hard Expensive
  20. 20. 7 Measũre Before & After 56 minũtes 46 minũtes
  21. 21. 1 Serve all yoũr “Bobs"” better and yoũr bũsiness will grow.

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