The document discusses strategies for businesses to provide superior customer experiences and grow profitably. It outlines different types of service business strategies from price-driven to brand-driven. Brand-driven strategies focus on providing a compelling value proposition, solving complex challenges, consistent global services, unique knowledge, and promoting experiences. The document also discusses frameworks for customer experience management and achieving different levels of service maturity from warranty to brand-driven.

1. Service Economics Profitable growth in economically challenging times Webinar 24th of August 2010 © 2010 - All rights reserved Noventum Service Management Consultants Ltd.

2. We are specialised in Strategic Service Management Margin Growth Improvement

3. Recent clients

4. GDP per Sector Source: The World Factbook, CIA, March 2010

5. Source: Noventum’s Manufacturing Survey 2009 High Value Service Business = Corporate Value

9. © 2010 - All rights reserved Noventum Service management Consultants Ltd. Relational brand values are the differentiators Product Values Service Values Quality Customization Responsiveness Reliability Competence Relationship Values Thought leader Understands my business Demonstrates Flexibility Customer Sacrifices Price Time Conflict Source: La Piere 2000 Alternatives

10. Brand Driven Customer Experience

11. Customer Experience Management - B2C Register service call Verify warranty Order service parts Supported quickly and professionally Quality Sustainability My machine ready for another 10 years Planning Customer Intake by phone Reception technician Intake via website Easy and stylish website Design & Functionality Customer Actions On-stage Back stage Customer Perception Brand values Customer visit

12. Process requirements Manage Service Levels Report Performance What they promised is also delivered Reliable Knowledge Leadership I am impressed with their knowledge Research On-site training Equipment operator Lab manager Quarterly review Results interpretation Customer Experience Management - B2B Customer Actions On-stage Back stage Customer Perception Brand values

13. Value created through service Type of Customer Relationship Initial marketing and sales cost Cost to Serve Gross Margins Product Support Warranty Availability Services Knowledge Driven Services Brand Driven Services Vendor Solution provider Trusted Advisor Strategic Business Partner Price Driven Feature Driven Brand Driven People Driven

14. Maturity Levels in Services Warranty Services Availability Services Product Support Services Knowledge Driven Services Brand Driven Services Type of Business Cost Centre Cost Centre + Profit Centre Profitable Growth Strategic Differentiation Business Objective Repair / replace the product Make sure the customer is satisfied with the product and will repurchase Make sure the customer will enjoy the benefits of using the product High value added services, driven by knowledge of customer & technology Manage the total customer experience as expected by the customer

15. Initial marketing and sales cost Cost to Serve Gross Margins The cost of a poor customer service strategy Type of Customer Relationship Warranty Services Availability Services Product Support Services Knowledge Driven Services Brand Driven Services Vendor Solution provider Trusted Advisor Strategic Business Partner

16. Academic Board Client Teams Partners Roundtables Methods & Tools Consultants Idea Generation Through Research Opportunity Identification & Strategy Coaching & Operational Services Service Innovation Programme Strategic Advisory Performance Enhancement Insight Value Creation

17. Thank you © 2010 - All rights reserved Noventum Service Management Consultants Ltd.