Service design organizes business from the customer's perspective
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Service design is a process whereby business or public service focus first on the customer, and thereafter organize to meet the customers needs in a manner that the customer understands and finds logical. No stupid rules.
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Service design organizes business from the customer's perspective
- 1. WE MAKE THEM TALK ABOUT YOU Service design...
- 5. thebrandmanual.com ...by organizing business from the customers perspective.
- 6. WE MAKE THEM TALK ABOUT YOU Something to think about
- 7. thebrandmanual.com Customers see a larger world and more choice.
- 8. thebrandmanual.com Customer comes in Says what she needs Chooses and pays Leaves The organization’s perspective ofcustomers
- 9. thebrandmanual.com A reason Remembers previous experience Asks around / surfs the net Considers her options Puts it on the backburner because it isn’t urgent Calls and asks for information anonymously Has to find to time to visit / call The drive up and parking / walk from the bus stop Customer comes in Says what she needs Chooses and pays Leaves Is in a public place with the product Unpacking Using Developing an opinion of the product or service For the customer, the journey is considerably longer.
- 10. thebrandmanual.com Customer wants Transaction Customer has The transaction is the obstacle in the way of customer satisfaction.
- 11. thebrandmanual.com The customer never buys a “thing”. He buys a solution.
- 13. thebrandmanual.com The difference between you and your customer: you feel the need to explain more than the customer wants to know. The customer just wants the problem solved.
- 14. thebrandmanual.com What you know Specialist Customer What he wants to know
- 15. thebrandmanual.com Tick, if you want to be an organ donor. Tick, if you don’t want to be an organ donor. In England 5% are organ donors, in Sweden 95% are.
- 18. WE MAKE THEM TALK ABOUT YOU Brand Manual Rotermanni 5 10111 Tallinn Estonia +372 664 5049 Brand Manual Sweden Stora Gråmunkegränd 3 S-103 15, Post box 2203 Sweden +46 (0)722 52 30 63 index@thebrandmanual.com www.thebrandmanual.com www.facebook.com/brandmanual www.brandmanual.blogspot.com