Podcast
Questions and Answers
Which of the following questions are essential to consider when mapping a customer journey?
Which of the following questions are essential to consider when mapping a customer journey?
- What devices do customers use and what information sources are likely to reach them?
- Where do customers originate from and where do they go after engaging with the business?
- How do customers feel during their interactions with the brand across different stages and channels?
- All of the above (correct)
How can data-mining and personas enhance customer journey mapping?
How can data-mining and personas enhance customer journey mapping?
- By providing statistical information to complement the customer journey.
- By identifying areas where customers are dissatisfied and likely to abandon the business.
- By helping understand customer feelings and the reasons behind those feelings.
- All of the above (correct)
What is the primary purpose of visualizing a customer journey?
What is the primary purpose of visualizing a customer journey?
- To replace traditional business consultation methods with innovative service design.
- To provide a clear, contextual, and easily understandable overview of the customer's experience. (correct)
- To create non-linear information structures for advanced data analysis.
- To eliminate customer complaints and ensure complete satisfaction.
Why is visualization particularly important in service design compared to traditional business consultation?
Why is visualization particularly important in service design compared to traditional business consultation?
According to the material, what is a common misconception regarding customer complaints?
According to the material, what is a common misconception regarding customer complaints?
What does the material suggest is the primary reason why a significant percentage of consumers do not voice their complaints?
What does the material suggest is the primary reason why a significant percentage of consumers do not voice their complaints?
How does a well-designed customer journey map aid in both general comprehension and specific data analysis?
How does a well-designed customer journey map aid in both general comprehension and specific data analysis?
What is the relationship between personas, data mining, and understanding customer emotions in journey mapping?
What is the relationship between personas, data mining, and understanding customer emotions in journey mapping?
A company is experiencing declining sales in one of its established service lines. Which service innovation strategy would be MOST appropriate to revitalize this?
A company is experiencing declining sales in one of its established service lines. Which service innovation strategy would be MOST appropriate to revitalize this?
A local bakery wants to differentiate itself from competitors. Which service innovation approach could best achieve this?
A local bakery wants to differentiate itself from competitors. Which service innovation approach could best achieve this?
Which factor is LEAST likely to directly influence the success of a service innovation?
Which factor is LEAST likely to directly influence the success of a service innovation?
A software company is launching a new customer support service. How can they leverage service design principles to ensure a positive customer experience?
A software company is launching a new customer support service. How can they leverage service design principles to ensure a positive customer experience?
A small, rural business is considering implementing a digital service to reach a wider customer base. What is the most important consideration for them?
A small, rural business is considering implementing a digital service to reach a wider customer base. What is the most important consideration for them?
Which of the following exemplifies service innovation during the growth phase of a service offering?
Which of the following exemplifies service innovation during the growth phase of a service offering?
A company successfully implemented a service innovation that significantly reduced costs. What is the MOST likely next step to maximize the benefits?
A company successfully implemented a service innovation that significantly reduced costs. What is the MOST likely next step to maximize the benefits?
A company wants to create a new service by combining existing elements. Which approach would be MOST effective?
A company wants to create a new service by combining existing elements. Which approach would be MOST effective?
Which factor does not typically contribute to a business's ability to deliver exceptional service consistently?
Which factor does not typically contribute to a business's ability to deliver exceptional service consistently?
In the context of service delivery, managing customer experience primarily involves:
In the context of service delivery, managing customer experience primarily involves:
Which of the following is not a core principle of the design process?
Which of the following is not a core principle of the design process?
Service design emphasizes a user-centered approach with iterative improvements. What is the primary advantage of implementing changes in smaller steps?
Service design emphasizes a user-centered approach with iterative improvements. What is the primary advantage of implementing changes in smaller steps?
According to the principles of service design, what is the likely outcome when customers receive what they want at a fair price?
According to the principles of service design, what is the likely outcome when customers receive what they want at a fair price?
What is the definition of a 'touchpoint' in the customer service context?
What is the definition of a 'touchpoint' in the customer service context?
What is the primary purpose of creating a 'persona' in service design?
What is the primary purpose of creating a 'persona' in service design?
What is the main objective of using an empathy map?
What is the main objective of using an empathy map?
Understanding the 'impulse' that drives customers to your business enables you to:
Understanding the 'impulse' that drives customers to your business enables you to:
In an omnichannel world, what is a key consideration when innovating service?
In an omnichannel world, what is a key consideration when innovating service?
Flashcards
Service Innovation
Service Innovation
The process of developing or improving services to meet changing customer needs.
Purpose of Service Innovation
Purpose of Service Innovation
Rethinking existing services and creating new ones for livelihood and growth.
Elements of Service Innovation
Elements of Service Innovation
Includes customer processes, value chains, service infrastructure, and more.
Benefits of Service Innovation
Benefits of Service Innovation
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Service Design
Service Design
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Stages of Service Offering
Stages of Service Offering
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Influencers of Service Innovation
Influencers of Service Innovation
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Digitalization in Service Innovation
Digitalization in Service Innovation
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Quality Service Expectations
Quality Service Expectations
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Design Process Goals
Design Process Goals
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Touchpoint
Touchpoint
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Persona
Persona
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Empathy Map
Empathy Map
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Customer Experience Journey
Customer Experience Journey
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Impulse Routing
Impulse Routing
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Omnichannel Innovation
Omnichannel Innovation
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Motivated Staff Impact
Motivated Staff Impact
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Customer Journey
Customer Journey
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Data Mining
Data Mining
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Customer Emotions
Customer Emotions
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Journey Map
Journey Map
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Service Visualization
Service Visualization
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Complaints Statistics
Complaints Statistics
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Feedback Mechanisms
Feedback Mechanisms
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Study Notes
Seminar 1: Service Innovation
- Subject: SQIM
- Class Type: Seminar
- Date: January 18, 2025
Why Service Innovation?
- People's needs and desires change over time, requiring businesses to rethink existing services and develop new ones.
- Service innovation is vital for the sustainability and growth of businesses.
Service Innovation: Types
- Part of a service or service process (including customer processes, value chains, or service infrastructure).
- Applied to a new, improved, or updated service.
- Can complement a product.
- Combines existing elements to form a new service.
- Digitalization can improve processes, products, or services.
Benefits of Service Innovation
- Improved productivity
- Reduced costs
- Increased competitiveness and opportunities
- Improved brand recognition and value
- Ability to adapt to changing trends and customer habits
Different Elements Influencing Service Innovation
- Customer demographics and feedback
- Network connections and contacts
- Cultural norms
- Legal regulations
- Skills and competencies of service providers
- Internal and external collaborations
- Considerations for location (town, country, etc.)
Service Design
- Focuses on the customer's perspective.
- Covers the entire customer journey, from the initial consideration of a purchase to completion of the product life cycle.
- Aims to create a positive customer experience at all points of interaction with a company.
- Fosters improved customer experiences.
How Did Service Businesses Survive in the Past?
- Strong service delivery
- Some businesses' monopolistic positions
- Exceptional marketing skills
- High-quality products
- High barriers to entry
Providing Information and Managing Expectations
- Communication of relevant and reliable information throughout the customer service process.
Design Process
- A problem-solving approach to address key issues:
- Understandability
- Usability
- Distinctiveness (memorability)
- Aesthetics (pleasing design).
Service Design Aspirations
- Profit-motivated businesses focused on proven track records.
- Meeting customer needs at reasonable prices.
- Retaining motivated staff.
- Exceeding customer expectations.
Touchpoints
- Interaction points between the business and customer
- User experience is composed of numerous micro-experiences.
Persona
- Realistic character traits
- Considered believable
- Includes socio-demographic and income indicators.
Empathy Map
- Visualizes the customer journey to understand their needs and decision-making process.
- Recognizes points of difficulty or friction in customer experiences.
Understanding Customer Impulses
- Understanding customer routes to different channels help businesses efficiently manage customer journeys.
- Provides examples such as convenience and pricing.
Omnichannel World
- Includes multiple channels and devices (multichannel) that are integrated.
Service Design as Operations and Aspirations
- Consider diverse interaction channels in service process mapping.
- Use customer devices to communicate and understand information.
- Understand where customers originate from and whither they go after interaction.
- Employ personas and data to enhance service and journey maps.
How Do Customers Feel?
- Mapping emotional responses in various stages and channels.
- Data mining to spot customer dissatisfaction.
- Persona development for a deeper understanding of customers.
Journey Maps
- Detail emotional journeys.
- Visually illustrating customer feelings during interactions.
Visualization and Non-Linear Information
- Visual representations clarify information and processes.
- Maps aid comprehension and reduce miscommunication.
Complaints
- Absence of complaints doesn't imply universal satisfaction.
- Venting frustrations can be costly in terms of time and effort.
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