From the course: Service Innovation
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Innovate by relieving and enabling customers
From the course: Service Innovation
Innovate by relieving and enabling customers
- 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 through 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 and so on. 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 their factories. Bossard engineers quickly realized…
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