Service Design and Delivery (PowerPoint PPT)

DESCRIPTION

Service Design is the process of planning and organizing people, infrastructure, communication, and material components of a service in order to improve its quality and the interaction between the service provider and its customers. In other words, Service Design is the art of designing great experiences for the customer—thus attaining Customer Delight.

If a service is well-designed, the service will be user-friendly and relevant to the customers, while being sustainable and competitive for our organization.

There are 5 principles to great Service Design and Delivery:

1. The customer is always right—assuming the customer is right for us.
2. Don't surprise and delight customers—just delight them.
3. Great service should not require heroic efforts by us—or the customer.
4. Service Design and Delivery must be coherent across all platforms.
5. We're never done—anticipate, create, innovate, iterate, and repeat.

Additional topics discussed in this presentation include the 10 Elements of Customer Delight, Technical Excellence, Customer Experience, and Customer Experience Journey Design.

Service Design is the bridge between strategy and customer experience. This PPT delves into how successful service design aligns with strategic goals while delighting chosen customers. It emphasizes that service design starts with the seller's perspective, ensuring promises are delivered per strategy, not merely catering to every customer whim. This approach ensures that service delivery is coherent and sustainable.

The presentation also covers the Customer Experience Journey Design, highlighting the importance of designing every touchpoint to engage rather than alienate customers. It provides insights into the dual dimensions of service design: technical excellence and customer experience. By balancing these dimensions, organizations can achieve superior service design that satisfies customers and meets cost management goals. This document is essential for those looking to refine their service strategy and enhance customer interactions.

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Source: Best Practices in Customer Experience, Customer Satisfaction, Customer Delight, Service Design PowerPoint Slides: Service Design and Delivery PowerPoint (PPT) Presentation, PPT Lab

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