The rules and best practices of innovation come from models developed for products—even the means of measuring success. Learn about the new science of innovation in services, and how your company can apply it to develop and deploy new experiences for customers.
Exhortations to become customer-centric do nothing in the absence of a service design that delivers the experience you want, to the customers you want, every time and without heroic efforts. Excellence in service, like quality in manufactured goods, needs to be designed in from the start, not slapped on at the end. We’ll show you how that is done.
“The customer is always right” isn’t a strategy, but rather a comedy of manners born of shopkeeping etiquette in the first part of the twentieth century that has been played out (and overplayed) since. Strategic customer-centricity starts by understanding whom you want to serve then designing the experience and organization that will attract them, delight them, and keep them.
What’s the essence of your value proposition? Is your company a Trendsetter? A Bargain? A Classic? A Specialist? Understanding who you are is an essential step in designing experiences that delight customers and please shareholders. We’ll show you how to discover your service design archetype and put it to use.
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