Comments for S E R V I T I Z E http://1millionusers.com ~ "design thinking for services & beyond" Wed, 10 Mar 2010 01:48:43 +0000 http://wordpress.org/?v=2.2.1 Comment on Service Design Drinks - San Francisco - Fri. 15th January-updated by Aidan http://1millionusers.com/2010/01/08/service-design-drinks-san-francisco-fri-15th-january/#comment-4080 Aidan Mon, 11 Jan 2010 18:43:22 +0000 http://1millionusers.com/2010/01/08/service-design-drinks-san-francisco-fri-15th-january/#comment-4080 Hi Jamin, thanks. There are certainly a few people interested. Another recommendation I got was for the lobby bar in the Hyatt Regency Embarcadero, since it is good for groups. I was hoping to confirm the location today and let everyone know, Aidan Hi Jamin,

thanks. There are certainly a few people interested. Another recommendation I got was for the lobby bar in the Hyatt Regency Embarcadero, since it is good for groups. I was hoping to confirm the location today and let everyone know,

Aidan

]]> Comment on Service Design Drinks - San Francisco - Fri. 15th January-updated by Jamin Hegeman http://1millionusers.com/2010/01/08/service-design-drinks-san-francisco-fri-15th-january/#comment-4079 Jamin Hegeman Mon, 11 Jan 2010 18:22:15 +0000 http://1millionusers.com/2010/01/08/service-design-drinks-san-francisco-fri-15th-january/#comment-4079 Funny, I was thinking of starting up a service design drinks this week here in SF. Have you got any takers? Not sure about Johnny Foleys, as it's dead in the middle of touristville. I was thinking of somewhere in the Lower Haight, as it's more central. Nickie's (on Haight St.) has a bit of an Irish flair. Funny, I was thinking of starting up a service design drinks this week here in SF. Have you got any takers?

Not sure about Johnny Foleys, as it’s dead in the middle of touristville. I was thinking of somewhere in the Lower Haight, as it’s more central. Nickie’s (on Haight St.) has a bit of an Irish flair.

]]> Comment on Servitization at Hilti by Steve http://1millionusers.com/2009/05/15/servitization-at-hilti/#comment-798 Steve Fri, 15 May 2009 20:58:46 +0000 http://1millionusers.com/2009/05/15/servitization-at-hilti/#comment-798 An excellent example of servitization in action Adrian. Harvard Professor Theodore Levitt coined the phrase "People don't buy a 1/4 inch drill, they buy a 1/4 inch hole" some years ago and and Hilti have taken the concept to market. This example also highlights the impact of servitization, not just on the product manafacturer and the end customer, but on the businesses in between. As the product company servitizes, the role of the distributor and retailer is altered. This changed dynamic needs to be carefully considered and the go to market strategy adapted to suit. An excellent example of servitization in action Adrian. Harvard Professor Theodore Levitt coined the phrase “People don’t buy a 1/4 inch drill, they buy a 1/4 inch hole” some years ago and and Hilti have taken the concept to market.

This example also highlights the impact of servitization, not just on the product manafacturer and the end customer, but on the businesses in between. As the product company servitizes, the role of the distributor and retailer is altered. This changed dynamic needs to be carefully considered and the go to market strategy adapted to suit.

]]> Comment on First Fax, then email, now what…..? by Anette Joyce http://1millionusers.com/2008/05/12/first-fax-then-email-now-what/#comment-496 Anette Joyce Tue, 05 May 2009 09:40:00 +0000 http://1millionusers.com/2008/05/12/first-fax-then-email-now-what/#comment-496 :) we are evaluating very fast indeed i am using internet fax (popfax.com) i have found out some days ago that i can send sms and send faxes via same popfax account)))) sms es arrive like from my mobile number)) :) we are evaluating very fast indeed
i am using internet fax (popfax.com)
i have found out some days ago that i can send sms and send faxes via same popfax account)))) sms es arrive like from my mobile number))

]]> Comment on Designing Profitable Services by Aidan http://1millionusers.com/2009/04/20/designing-profitable-services/#comment-393 Aidan Thu, 23 Apr 2009 13:19:30 +0000 http://1millionusers.com/2009/04/20/designing-profitable-services/#comment-393 Hi Nick, Thanks for the comment. As you say, service design (and excellence) is not the same as "customer service" design (and excellence). I was thinking about it last night as I flew back to Dublin from Frankfurt (on Lufthansa). It's interesting how the low fares airlines have quite different perspectives on "customer service" than the traditional flag carriers. On BA, Lufthansa or similiar airlines you do get the feeling that you are a customer and they are trying to deliver customer excellence - as a result their service design is based on this desired outcome. On the budget carriers the feeling is more of being a passenger (like on a bus) and the service design focuses on having the processes and procedures in place to get the passengers from A to B cheaply. So, excellence in service design (not customer service design) for these budget airlines is around service efficiency for the airlines purposes. It reminds me of the differences between delivering services in the B2C environment compared to the B2B environment. Thanks for your interest, Aidan Hi Nick,

Thanks for the comment. As you say, service design (and excellence) is not the same as “customer service” design (and excellence).

I was thinking about it last night as I flew back to Dublin from Frankfurt (on Lufthansa). It’s interesting how the low fares airlines have quite different perspectives on “customer service” than the traditional flag carriers.

On BA, Lufthansa or similiar airlines you do get the feeling that you are a customer and they are trying to deliver customer excellence - as a result their service design is based on this desired outcome.

On the budget carriers the feeling is more of being a passenger (like on a bus) and the service design focuses on having the processes and procedures in place to get the passengers from A to B cheaply. So, excellence in service design (not customer service design) for these budget airlines is around service efficiency for the airlines purposes.

It reminds me of the differences between delivering services in the B2C environment compared to the B2B environment.

Thanks for your interest,
Aidan

]]> Comment on Designing Profitable Services by Nick Marsh http://1millionusers.com/2009/04/20/designing-profitable-services/#comment-392 Nick Marsh Wed, 22 Apr 2009 17:56:45 +0000 http://1millionusers.com/2009/04/20/designing-profitable-services/#comment-392 Hi Aidan, interesting and often neglected obvious point you raise here. I'd take a little issue with the 'excellent service is the only service worth designing' though. Of course, excellence is great, and most customers will tell you that they want it, but they'll also always tell you that it depends on the price. When you're balancing the cost/service level question up during the design phase it is possible to design a service that people will rush to purchase (although they may not love it) simply because it's cheap. Ideally, really really cheap. Witness the budget airlines who've relentlessly designed the service experience out of flying. It's cramped, stressful, inconvenient and people love it because its filthy cheap. Of course, designing and managing the operational excellence that lets you offer services at that price does require excellence - but its not customer service excellence. Susan Dybbs (Twitter @dybbsy ) linked to a great piece on this in the new york times the other day: http://bit.ly/3tEtdz Hi Aidan, interesting and often neglected obvious point you raise here. I’d take a little issue with the ‘excellent service is the only service worth designing’ though. Of course, excellence is great, and most customers will tell you that they want it, but they’ll also always tell you that it depends on the price. When you’re balancing the cost/service level question up during the design phase it is possible to design a service that people will rush to purchase (although they may not love it) simply because it’s cheap. Ideally, really really cheap. Witness the budget airlines who’ve relentlessly designed the service experience out of flying. It’s cramped, stressful, inconvenient and people love it because its filthy cheap. Of course, designing and managing the operational excellence that lets you offer services at that price does require excellence - but its not customer service excellence. Susan Dybbs (Twitter @dybbsy ) linked to a great piece on this in the new york times the other day: http://bit.ly/3tEtdz

]]> Comment on Designing Profitable Services by Aidan http://1millionusers.com/2009/04/20/designing-profitable-services/#comment-388 Aidan Mon, 20 Apr 2009 20:31:50 +0000 http://1millionusers.com/2009/04/20/designing-profitable-services/#comment-388 Thanks for the comment, I agree that excellent service doesn't cost more than poor service, and as you say it can cost far less. Excellence in providing the service should be the baseline. The problem sometimes is that in trying to provide excellence and in trying to be all things to all customers you can find yourselves relying heavily on the heroism of certain employees instead of being able to consistently deliver service excellence with your average employees. In this case it can be expensive to maintain that level of service. Thanks for the reply, Aidan Thanks for the comment,

I agree that excellent service doesn’t cost more than poor service, and as you say it can cost far less.

Excellence in providing the service should be the baseline. The problem sometimes is that in trying to provide excellence and in trying to be all things to all customers you can find yourselves relying heavily on the heroism of certain employees instead of being able to consistently deliver service excellence with your average employees. In this case it can be expensive to maintain that level of service.

Thanks for the reply,
Aidan

]]> Comment on Designing Profitable Services by HLB from IQL http://1millionusers.com/2009/04/20/designing-profitable-services/#comment-387 HLB from IQL Mon, 20 Apr 2009 17:02:49 +0000 http://1millionusers.com/2009/04/20/designing-profitable-services/#comment-387 Hi Aidan, I agree with what you're saying, particularly around working with customers to inform your service improvement. In my experience though, if you're a service company (and not an airline, for instance), excellent service costs far less than its poor alternative. You might be able to charge more for it if your market will tolerate it, but essentially this effect just intensifies the problems with delivering bad service. Hi Aidan,

I agree with what you’re saying, particularly around working with customers to inform your service improvement.

In my experience though, if you’re a service company (and not an airline, for instance), excellent service costs far less than its poor alternative.

You might be able to charge more for it if your market will tolerate it, but essentially this effect just intensifies the problems with delivering bad service.

]]> Comment on First Fax, then email, now what…..? by scot http://1millionusers.com/2008/05/12/first-fax-then-email-now-what/#comment-68 scot Wed, 06 Aug 2008 04:35:55 +0000 http://1millionusers.com/2008/05/12/first-fax-then-email-now-what/#comment-68 One day we might have to just think our text message lol One day we might have to just think our text message lol

]]> Comment on Early Post by Steve http://1millionusers.com/2008/02/11/early-post/#comment-2 Steve Wed, 13 Feb 2008 14:17:31 +0000 http://1millionusers.com/2008/02/11/early-post/#comment-2 welcome to blogging :) welcome to blogging :)

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