From the course: Service Innovation
Join today to access over 22,600 courses taught by industry experts or purchase this course individually.
Outside your firm
- Business challenges and customer dissatisfaction are often due to problems, for which you are not responsible. And to solve them, you will need to think beyond your firm. For example, imagine that you are the Chief Innovation Officer for British Airways. Let's not go into too many details how you got there, and whether your brother-in-law can fly business class for free. But just in case you were wondering, the answer is no. What you know from your analysis, is that the most profitable route for your airline, is London to New York, especially the business class. Because this is not a secret, all your competitors are also fighting hard, for a larger market share on this route. Naturally, you study all the customer surveys and observations relevant for this segment. In all likelihood, you invite your colleagues for a brainstorming session, on how to improve the customer journey. You may also consult the facilitator…
Practice while you learn with exercise files
Download the files the instructor uses to teach the course. Follow along and learn by watching, listening and practicing.
Download courses and learn on the go
Watch courses on your mobile device without an internet connection. Download courses using your iOS or Android LinkedIn Learning app.