Service Innovation: How to Go From Customer Needs to Breakthrough Services
This two-day program provides a complete overview of ODI principles and practice for those who are responsible for service innovation. The first day lays the foundation for uncovering service innovation opportunities based on how customers judge value, with a particular emphasis on new service innovation. The second day provides insight into how customer needs can be uncovered to innovate current services and how customer needs can shape a winning service strategy. Throughout the course, participants’ learning is reinforced through practical tools and application to their businesses. Learning is enhanced through lectures, interactive discussions, simulations, and company applications. This program will be held at your location of choice; modest customization of material can be made to meet your organization’s needs.
Audience
- Marketing, operations, or business development managers or executives responsible for service innovation, development, and/or strategy
- Service quality, service operations, or customer service and support managers or executives responsible for service innovation and delivery in a specific service area
- Customer insight managers or directors responsible for capturing insight into customers’ needs for services
- Any professional in a product or service company who must understand how to shape a competitive service strategy from customer needs
Topics / Objectives
- How do service customers define value?
- How can a service be viewed from a customer perspective?
- What are the four possible approaches to service innovation? When should each be pursued?
- Why are jobs and outcomes necessary inputs for guiding service innovation?
- What are the unique characteristics of customer jobs and outcomes?
- How are customer jobs captured and prioritized to guide new service innovation?
- How is a customer job mapped and how are outcomes captured to guide core service innovation?
- How can opportunities to improve the delivery of current services be uncovered?
- How do customer jobs and outcomes provide the foundation for winning service strategies and breakthrough service concepts?
Pricing
- $35,500 for up to 25 people
- $675 for each additional student up to 75
- Client covers cost of material, travel for instructors and attendees, onsite facility, and food and beverages.