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