Service Thinking in Practice
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Marc Fonteijn discusses service thinking and its importance for businesses. Service thinking involves reframing products and services to focus on customer experiences and needs over time. It opens up new business opportunities. Fonteijn demonstrates how to apply service thinking through a process of exploring customer experiences and needs, creating new service concepts, and capturing business results. As an example, he has groups deconstruct existing offerings into their core elements and then reconstruct them to reframe the core value for customers. Service thinking shifts business focus from products and commodities to personalized experiences that create meaningful customer interactions.
Service Thinking in Practice
- 1. Service Thinking in Practice Marc Fonteijn @ Creative Company Conference 2010
- 3. klantervaring diensten waardevolle Nieuwe diensten Marktkansen
- 4. waardevolle Nieuwe diensten Marktkansen
- 5. Part 1: service thinking in practice
- 7. Why should you care about services in the 鍖rst place?
- 8. wh ys er vic es 1. people pay more 2. closer relationship 3. harder to copy
- 9. What is Service Thinking
- 10. service thinking is about reframing value
- 12. service thinking opens up new business opportunities
- 13. lets put service thinking into practice
- 16. business radical challenge new solutions
- 17. se rv de ice ve sce lop n m ario en t explore create capture opportunities concepts results
- 18. service thinking 鍖ows trough this process
- 19. se rv vo ice ca thin bu ki lar ng y exploring creating capturing opportunities concepts results people
- 20. needs and desires of people
- 21. yo to u n be ee th d er e
- 22. sa yin g- do ing ga p
- 23. se rv vo ice ca thin bu ki lar ng y experiences exploring creating capturing opportunities concepts results people
- 24. experiences are your intangible products
- 25. co & ns int iste uit nt ive
- 26. sto you re ca a s nt er vic e
- 27. se rv vo ice ca thin bu ki lar ng y experiences stages exploring creating capturing opportunities concepts results people
- 28. design for di鍖erent stages
- 29. ba ck sta ge
- 30. fro nt sta ge
- 31. se rv vo ice ca thin bu ki lar ng y experiences stages exploring creating capturing opportunities concepts results people timelines
- 33. ex th per e j ien ou ce rn ey
- 34. vis ua liz e
- 35. se rv vo ice ca thin bu ki lar ng y experiences stages exploring creating capturing opportunities concepts results people timelines
- 36. Part 2: service thinking in practice
- 39. se rv de ice ve sce lop n m ario en t exploring creating capturing opportunities concepts results (de)constructing value
- 40. Goal reframe the core value of an existing o鍖ering
- 41. 皆沿艶界庄鍖c experiences services Customer Need products commodities Generic Low Market Value High Progression of economic value - Pine & Gilmore 1999
- 43. ch ea tsh Commodities Products ee t / basic & raw / processed / access / ownership / quantity & volume / pre-produced & distributed Services Experiences / intangible / personal / time-based / emotional / situational / meaningful
- 44. se tu p / groups of 2-3 / 15 minutes / 3 steps
- 45. ste ps 1. de鍖ne the category
- 46. ste ps 1. de鍖ne the category 2. break down into elements
- 47. ste ps 1. de鍖ne the category 2. break down the elements 3. build it up again
- 48. Go!
- 49. Recap
- 50. se rv de ice ve sce lop n m ario en t exploring creating capturing opportunities concepts results ambition new service 3 day program
- 52. ph ot ocre dit s slide 10: http://www.鍖ickr.com/photos/brettpatterson/4808671776/ slide 12: http://www.鍖ickr.com/photos/skuzik/3227823235/ slide 20: http://www.鍖ickr.com/photos/sverreb/2722763403/ slide 24: http://www.鍖ickr.com/photos/thms/462544635/ slide 25: http://www.鍖ickr.com/photos/dbrulz/945284001/ slide 26: http://www.鍖ickr.com/photos/dalboz17/418207489/ slide 28: http://www.鍖ickr.com/photos/22577669@N08/4803820485/ slide 32: http://www.鍖ickr.com/photos/27970957@N02/2631341098/ slide 38: http://www.鍖ickr.com/photos/spinneyhead/2690872454/