Would you like service with that?

An introduction to service design for executives with an additional extra on how web design is a great platform for mastering service design

Transcript

1. Customer centric service delivery Would you like service with that?
2. We have all had bad service experiences
3. Why do we need to look at Customer Centric Service Design? Attract new customers Retain existing customers
4. Most companies think they are doing a great job 75% of the employees thought they were doing a great job 15% of the clients thought that
5. So what is this customer centric thinking?
6. Some real world examples AVIVA in Singapore Virgin Atlantic Bank of America (Keep the change)
7. The customers point of view Customer service design is all about
8. The typical journey a customer takes to buy a bed  See advert  Visit website  Phone store  Visit Store  Receive Phone/Text/Email  Delivery Interactions
9. Customer service design is all about Creating a positive experience
10. Customer service design is all about Loving your customer
11. Why do we need customer centric service delivery?  GFC has made us competitive  Technology has changed us  Competitors are already doing it?  Reduce service costs  Opportunity for a USP
12. Why am I talking about this today? In web we: Use user-centric design Constantly innovate Keep up with technology
13. Our methodologies are similar Creating a positive experience
14. Discover User research shadowing understanding
15. Plan Wireframe, prototype, design workshop/rationale
16. Pilot User acceptance, testing, enhancement, changes
17. Implement Marketing, roll out, educate
18. Ashul Shah twitter.com/ashulz eduka.com Stay in touch