Join Stefan Michel for an in-depth discussion in this video Innovate by relieving and enabling customers, part of Service Innovation.
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- Many companies start their service innovation journey…at the wrong end.…They look at their existing services…and try to find ways to improve them.…For a more promising approach to service innovation,…we start by asking two questions.…First, how can we relieve the customer…from an activity he or she does not like to perform?…And second, how can we enable…them to perform an activity…they cannot do without my service?…In other words, how can I make the customer's job…easier for them.…
Let me give you an example…from a company called Bossard,…where I'm a board member.…Founded in 1831,…Bossard was traditionally a distributor of fasteners.…Screws, nuts and bolts, washers.…Answer one:…There's a lot of competition in this market,…so Bossard had to innovate several services…to stay competitive.…They began by observing how customers use fasteners…to assemble machines in the factories.…Bossard engineers quickly realized…that reordering the right amount of fasteners…at the right time is very important for the customers,…but also very labor intensive.…
Once you understand service innovation in its different forms, you can design and implement your own innovations. Each chapter combines real-world case studies with a methodological framework to help you become a better "idea hunter" for service innovation. After you identify an innovative model, you will learn how to align and execute your innovation by applying the customer star model and by embedding your innovation approach in your overall business strategy.
- What is service innovation?
- Innovating by relieving and enabling customers
- Linking attributes, benefits, and values
- Innovating value constellations
- Innovating outside your firm
- Designing around the customer's need with customer stars