3
None of these probably strike you as strange questions. All are likely to produce ideas that could pan out as valuable service offerings. But note again: if your starting point for service innovation was a research report on your current service quality, you would be very unlikely to arrive at the same ideas.
It's time to shift the focus of service innovation away from the service solution and onto the customer — and more specifically, onto the job the customer is trying to get done. Rather than asking, "How are we doing?" or "How is our service performing?," service innovation success relies on a company asking, "How is the customer doing?" and "What else would the customer like to be doing?"
None of these probably strike you as strange questions. All are likely to produce ideas that could pan out as valuable service offerings. But note again: if your starting point for service innovation was a research report on your current service quality, you would be very unlikely to arrive at the same ideas.
It's time to shift the focus of service innovation away from the service solution and onto the customer — and more specifically, onto the job the customer is trying to get done. Rather than asking, "How are we doing?" or "How is our service performing?," service innovation success relies on a company asking, "How is the customer doing?" and "What else would the customer like to be doing?"
1
2
3
4
5
6
7
8
9
10
11
Special feature
Message from Rajendra Ghag
Special feature
Message from Rajendra Ghag
Special feature
Message from Rajendra Ghag
Special feature
Message from Rajendra Ghag
Special feature
Message from Rajendra Ghag
Special feature
Message from Rajendra Ghag
Special feature
Message from Rajendra Ghag
Special feature
Message from Rajendra Ghag
Special feature
Message from Rajendra Ghag
Special feature
Message from Rajendra Ghag
Special feature
Message from Rajendra Ghag
Index