We’d like to invite you to join us for a web seminar on Thursday:
Thursday, April 9, 2009
2:00 PM – 3:00 PM EDT
Speakers: Jeneanne Rae & Tim Ogilvie
Service innovation has moved from the fringes to the forefront during the past three years, and Peer Insight has been at the leading edge of this revolution. In this seminar, the co-founders of Peer Insight will get under the hood to look at three big themes of service innovation in 2009:
(1) How to create a repeatable/systemic capability,
(2) Using service innovation to solve wicked social problems, and
(3) New tricks enabled by emerging IT and analytics.
Participants in this interactive web seminar will learn
‘ How large enterprises can place small bets fast (instead of the norm: placing large bets slowly)
‘ New methods of co-creation that reduce the risk and increase the impact of innovation
‘ Leading-edge methods to reframe wicked social problems to reveal potential service innovation platforms
‘ How design methods are enabling new approaches to prototype business models
Space is limited.
Reserve your Webinar seat now at:
Please mention code: G1M2122W1Blog
At Customer Experience Crossroads, the recently talked about a new customer service innovation. The CAA came to replace a car battery in a timely manner at the customers house, instead of the customer having to wait for hours inline at a store. Services like this gains trust from
Service innovation: Save your customers time. Save them hassle. Take the service to them. Result: Induce loyalty. Provide a new service that makes money. Earn unpaid media.
In a recent blog post at Creativity At Work, they highlight ten ways to stay in the game when it comes to service innovation and keeping your customers at the center of the customer service strategy. The ten reasons listed were: 1. Approach Service as if you were the customer – See what part of your business customers are having the most trouble relating to, or the most difficult part of the shopping process you put them through. Fix those parts of the process.
2. Create a process map and identify service bottle necks ‘ What are the steps, processes and people that a customer comes to your business? If you see the whole process, and identify the troubled points, the whole company can see what they can adjust to make the service better.
3. Work backwards from the ideal state to a solution. Find where you want to be, and work from that solution down to fix the service in your company. If you start a beginning point, it’s very easy to get off track and not end at that solution.
4. Benchmark to establish standards and reference points. See what other companies are doing to measure and make their service better throughout the company. Strive to be like those best companies.
5. Copy the innovations of industry leaders: Customers look for consistency when shopping with companies. See how other companies are finding and keeping customers through the consistency with their services.
6. Measure and monitor current levels of service: Survey the customers to find their levels of satisfaction, and this will also show where the company is not pulling their weight in certain categories of service.
7. Solicit ideas from employees: Brainstorm with your employees to find out what they know the customers to want. They’re in constant contact with the customers and could have a potential solution to that one thing you’re having trouble with.
8. Solicit ideas from your customers: It’s your customers you’re trying to please, so find out what you could do to make them happy through market research, customer surveys and other means.
9. Seek an outside perspective: Look to other who have no idea of the situations your dealing with. Their clear view could help you find the solution.
10. Employ performance tools like a Balanced Score Card: Find a way to link your service measurement to your company strategy. This process needs to be measured in order to know if you’re making progress.