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Similar to Service Thinking in Practice
Similar to Service Thinking in Practice (20)
Service Thinking in Practice
- 3. klantervaring diensten
waardevolle Nieuwe
diensten Marktkansen
- 8. wh
ys
er
vic
es
1. people pay more
2. closer relationship
3. harder to copy
- 16. business radical
challenge new solutions
- 17. se
rv
de ice
ve sce
lop n
m ario
en
t
explore create capture
opportunities concepts results
- 19. se
rv
vo ice
ca thin
bu ki
lar ng
y
exploring creating capturing
opportunities concepts results
people
- 23. se
rv
vo ice
ca thin
bu ki
lar ng
y
experiences
exploring creating capturing
opportunities concepts results
people
- 25. co
& ns
int iste
uit nt
ive
- 27. se
rv
vo ice
ca thin
bu ki
lar ng
y
experiences stages
exploring creating capturing
opportunities concepts results
people
- 31. se
rv
vo ice
ca thin
bu ki
lar ng
y
experiences stages
exploring creating capturing
opportunities concepts results
people timelines
- 35. se
rv
vo ice
ca thin
bu ki
lar ng
y
experiences stages
exploring creating capturing
opportunities concepts results
people timelines
- 39. se
rv
de ice
ve sce
lop n
m ario
en
t
exploring creating capturing
opportunities concepts results
(de)constructing
value
- 41. Specific
experiences
services
Customer Need
products
commodities
Generic
Low Market Value High
Progression of economic value - Pine & Gilmore 1999
- 43. ch
ea
tsh
Commodities Products ee
t
/ basic & raw / processed
/ access / ownership
/ quantity & volume / pre-produced & distributed
Services Experiences
/ intangible / personal
/ time-based / emotional
/ situational / meaningful
- 44. se
tu
p
/ groups of 2-3
/ 15 minutes
/ 3 steps
- 45. ste
ps
1. define the category
- 46. ste
ps
1. define the category
2. break down into elements
- 47. ste
ps
1. define the category
2. break down the elements
3. build it up again
- 50. se
rv
de ice
ve sce
lop n
m ario
en
t
exploring creating capturing
opportunities concepts results
ambition new service
3 day program
- 52. ph
ot
ocre
dit
s
slide 10: http://www.flickr.com/photos/brettpatterson/4808671776/
slide 12: http://www.flickr.com/photos/skuzik/3227823235/
slide 20: http://www.flickr.com/photos/sverreb/2722763403/
slide 24: http://www.flickr.com/photos/thms/462544635/
slide 25: http://www.flickr.com/photos/dbrulz/945284001/
slide 26: http://www.flickr.com/photos/dalboz17/418207489/
slide 28: http://www.flickr.com/photos/22577669@N08/4803820485/
slide 32: http://www.flickr.com/photos/27970957@N02/2631341098/
slide 38: http://www.flickr.com/photos/spinneyhead/2690872454/