ISS 2020 Vision Future of Service Management | Page 93

communication skills, interpersonal skills, emotional intelligence and several other personal
attributes. Soft skills are the new hard skills and will become a cornerstone for the future
service workforce and are particularly important for the classic consumer.
Implications for FM
Service providers faced with the classic consumer must ensure that services being delivered
involve a human presence. The quality of the relationship with service employees is an
important aspect of the service experience for the classic consumer. The challenge with the
classic consumer is keeping them in the building beyond office hours, as many companies
strive to do in a 24/7 work beat. While the classic consumer views the office space as a
space for working, FM service providers should work with client organizations to identify the
amenities and facility features that will encourage these users to be more active in the social
and recreational aspects of work in the 21st century, particularly when it comes to creative
knowledge work.
6.4 The value creator
High
The value creator is a user who says, “guide me” to service providers. They are innovative,
resourceful, and enjoy collaborating with others in order to meet objectives. This group
engages in more complex service transactions and takes greater responsibility in the design
and delivery of full service experiences, placing an emphasis on tailored solutions. The value
creator is a creative and imaginative problem solver, dedicated to challenging existing norms
and putting new ideas into action within the scope of their abilities.
The
empowered
explorer
The value
creator
The
classic
consumer
Low
The
premium
patron
Service landscape & strategy
High
Human Touch
Service automation
The value creator is an eccentric and curious character with a dynamic personality and
a unique flare for ideation and innovation. The value creator is a collaborative employee
who thrives off the energy of others and prefers working in open and unstructured social
environments. They expect service providers to guide their transformations with the necessary
tools, resources, knowledge and guidance to create value-added experiences.
For the value creator, excellent service involves actively participating in the design around
challenges and implementing the outcomes in concert with providers and various other
stakeholders. Accordingly, users “are now more involved in imagining and conceptualizing
the product or service they are looking for. Businesses that make it as easy as possible for
[users] to refine a need or an idea while inspiring them will get one step closer to making
the sale.” 115 Creating the spaces necessary for collaborative engagement and co-creation are
important for this user, who values having influence and control in developing personalized
outcome and solutions.
115 Deloitte, The growing power of consumers, 2014.
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