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Meeting your customer …
You see three                 That‘s a              I don‘t care           Do we actually
                             must-have                too much              have this?
categories,                                            PPC & SEO


right?                               E-shop
                                                 Trainings          Video Channel

                                                                    Support
                                                   In-Store        Phone Line
                                                  Experience
Your customer sees just        Flyers and
                             Other Collaterals
                                                                         LinkedIn Page

one. Your brand.                                             Sales Meetings
                                 Sales Presentation                                  Invoice
                                                         Support
                             Corporate                 Communication      Confirmation
                              Website                                       E-mail




                                                                                               @adamhazdra 2012
                                         Facebook
                                                        Tangibles
                                           Page                         Packaging

                                      Corporate Blog           Manuals          Password
                                                         Twitter Page            E-mails




Service design matters.   High                   Design Attention                          Poor

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The Service Design Trap

  • 1. Meeting your customer … You see three That‘s a I don‘t care Do we actually must-have too much have this? categories, PPC & SEO right? E-shop Trainings Video Channel Support In-Store Phone Line Experience Your customer sees just Flyers and Other Collaterals LinkedIn Page one. Your brand. Sales Meetings Sales Presentation Invoice Support Corporate Communication Confirmation Website E-mail @adamhazdra 2012 Facebook Tangibles Page Packaging Corporate Blog Manuals Password Twitter Page E-mails Service design matters. High Design Attention Poor