These two questions are very tough - 90% of your industry brands cannot answer them - but just as essential to set yourself apart in your customer’s eyes.
Together, we’ll use this proprietary tool to understand why your customers choose you and to create a marketing axis that will take your brand from GOOD > to BETTER > to DIFFERENT.
Service design is a customer-first approach. It focuses on the form and the functionality of your services and sets out to ensure that the service interface is Useful, Usable, Desirable for your customers (FRONT OF THE HOUSE), and Efficacious, Efficient, Marketable for you [BACK OF THE HOUSE].
We use observation, iteration and creativity to improve your current services and create new ones.
Our training method combines theory - to explain why - and role play - to show how.
These role plays are led by a trainer who is also an actor, and they are a great way of helping the group to feel, understand and take on board the practical requirements and emotional needs of both customers and staff. The programme is completed by group discussion and breakout activities.
We use research *first, as a reality check *second, to help us enlarge our set of options, using insight *third, to validate our choices, and *finally to track progress.