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Value Is Always Co-Created In Use

Value Is Always Co-Created In Use | Services Leadership Digest | Scoop.it

In general most people I discuss this with largely (seem to?) agree with what I’m saying when I explain that we need to move from a Goods Logic into a Service Dominant Logic world. A world where value is not something that is embedded into the products or services that companies design or offer, but value is created by Customers when using them. Yet, when I continue that, in accordance with the same logic, value is always co-created in use, the discussion starts.


Via jean lievens
CSL's insight:

Couldn't agree more: "If you cannot see value as separate from your products or services, if you cannot shake of the goods-logic thinking patterns, you will continue to focus your efforts on designing products and experiences that serve you, not your Customers."

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Ron McIntyre's curator insight, September 16, 2013 12:49 PM

Interesting point of view. We must be about value in all we do today.

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When to Sell with Facts and Figures, and When to Appeal to Emotions

When to Sell with Facts and Figures, and When to Appeal to Emotions | Services Leadership Digest | Scoop.it
Most of our purchase decisions take place unconsciously.
CSL's insight:

Here’s the short rule of thumb: sell to Mr. Rational for simple sales, and Mr. Intuitive for complex sales. One of the best ways for a customer to experience your complex product is by sharing a vivid customer story. 

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5 signs you're a bad customer

5 signs you're a bad customer | Services Leadership Digest | Scoop.it
Botched orders, rude waitstaff and that mocking, automated voice answering your calls -- everyone has a customer service horror story . In fact, 68 percent of households have experienced "customer ...
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Lessons Learned about the Customer Experience in 2014

Lessons Learned about the Customer Experience in 2014 | Services Leadership Digest | Scoop.it
During this year talk has been widespread about the customer experience, which is good. What is not so good is that, according to my benchmark research into next-generation customer engagement, mos...

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Ask Your Customers for Predictions, Not Preferences - HBR

Ask Your Customers for Predictions, Not Preferences - HBR | Services Leadership Digest | Scoop.it
A gamified approach to market research.
CSL's insight:

Research shows that asking your customers "What is going to happen?" rather than "What are you going to do?" can give you more accurate market research insights into whether your idea, product or political candidate will succeed. 

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Seven shifts that will change marketing in 2015 and beyond

Seven shifts that will change marketing in 2015 and beyond | Services Leadership Digest | Scoop.it
From the pervasive web to the merging of online and offline shopping, Tom Goodwin shares his thoughts on the future changes marketers face
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Proactive Customer Service Will Also Make Your Employees Happier

Proactive Customer Service Will Also Make Your Employees Happier | Services Leadership Digest | Scoop.it
We know that customers want and value anticipatory or proactive customer service. However, recent research shows that helping your employees to be more extrovert can help them be happier.

Via Riaz Khan
CSL's insight:

Do you execute a proactive customer service strategy? See how it can increase your employees' happiness as well as improve your customer experience.

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Service-Dominant Logic in a Nutshell

Service-Dominant Logic in a Nutshell | Services Leadership Digest | Scoop.it

By Robert F. Lusch There is no other Business than a Service Business ...

CSL's insight:

What is the job that the customer hires the firm's offering, tangible or not, to do for them? Such thinking is a key to innovating in a way which is meaningful and relevant to your customers. 

 

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Hoffman's Hot Seat: Location, Location, Location: Making Use of Location-based Intelligence - Think customers: The 1to1 Blog

Hoffman's Hot Seat: Location, Location, Location: Making Use of Location-based Intelligence - Think customers: The 1to1 Blog | Services Leadership Digest | Scoop.it

1to1 Media's Tom Hoffman speaks with James Buckley, Senior Vice President and General Manager of Customer Data and Location Intelligence at Pitney Bowes Software, regarding opportunities for using location-based intelligence in retail, healthcare, and other industries

See more at: http://ow.ly/zZ2Jd

CSL's insight:

Very interesting interview discussing how location analytics can be used to optimize consumer experience by providing more context about your customers.

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How Valuable Are Your Customers?

How Valuable Are Your Customers? | Services Leadership Digest | Scoop.it

"Not all customers are created equal. If you’ve ever run a business (or even just been a customer yourself), then you know that some customers provide more revenue (and incur fewer costs) than others. Figuring out which to focus on and invest in is critical if you want to maximize your profit."

CSL's insight:

Great interactive tool illustrating how CLV works.

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Demystifying The Black Box – How To Design, Manage, And Measure The Most Profitable Customer Experience (CX) Strategies

Demystifying The Black Box – How To Design, Manage, And Measure The Most Profitable Customer Experience (CX) Strategies | Services Leadership Digest | Scoop.it
By Phil Klaus CX blogs, consultants, programs, workshops, conferences, indexes, frameworks, awards, summits, metrics, NPS – CX is everywhere and widely considered the next competitive battleground....
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Social media undervalued in customer service

Social media undervalued in customer service | Services Leadership Digest | Scoop.it

How do consumers want to talk to their health plans? By any means possible, please, and right now.

In an increasingly mobile, consumer-driven world, payers have to understand that they're at the mercy of their members, and not the other way around, said Amit Shankardass, vice president of marketing for the Teleperformance Group, an international provider of multichannel customer experience management solutions.

"The healthcare marketplace is changing. We're seeing more and more of a demand-driven consumer engagement environment," he said. "And payers have to adapt to that."

 


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How Customer Participation in B2B Peer-to-Peer Problem Solving Communities Influences the Need for Traditional Customer Service

How Customer Participation in B2B Peer-to-Peer Problem Solving Communities Influences the Need for Traditional Customer Service | Services Leadership Digest | Scoop.it
By Sterling Bone Can peer-to-peer interactions in a customer support community reduce the need for one-on-one traditional customer support service? New research sponsored by Arizona State’s Center ...
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A Step-by-Step Plan to Improve CMO-COO Collaboration

A Step-by-Step Plan to Improve CMO-COO Collaboration | Services Leadership Digest | Scoop.it
You can’t serve customers if this relationship is dysfunctional.
CSL's insight:

1. Develop a shared vocabulary and shared metrics.

2. Build a structure for collaboration.

3. Work together on a few customer journeys that matter.

4. See the customer journey all the way through.

5. Use Service Blueprinting!

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When Can Service Benefit from Customer Participation? The Role of Participation Readiness

By Beibei Dong As customers, we are increasingly participating in service production and delivery. We can be collaborating with service providers, for example by designing medical treatment plan wi...
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5 Signs You're a Bad Customer - US News

5 Signs You're a Bad Customer - US News | Services Leadership Digest | Scoop.it
If crummy service seems constant, the common denominator may be you.
CSL's insight:

#CX #CustomerService #CustomerRage

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Customer service strategy: To serve and protect - Retail Customer Experience (blog)

Customer service strategy: To serve and protect - Retail Customer Experience (blog) | Services Leadership Digest | Scoop.it
If you strive to "serve and protect" customers by selling them what they truly need, you will earn their trust and confidence. And over time, that translates into customer loyalty.
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See the Experience You Are Giving Customers

See the Experience You Are Giving Customers | Services Leadership Digest | Scoop.it
By Nancy Stephens What does it feel like to do business with you? Customer experience is the new field of competition. In most service industries, all competitors are technically on par. All banks,...
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5 Examples of Great Health Care Management

5 Examples of Great Health Care Management | Services Leadership Digest | Scoop.it
Where health care providers are working brilliantly together.
CSL's insight:

Great to see our member company, Member Clinic, mentioned in the article: Culture of shared responsibility at Mayo Clinic

"I asked some Mayo physicians why they were willing to do this “extra work” beyond their specialty expertise. One said, “Look, we think we are pretty good, but we know that these patients did not come here for us as individuals. They came because we’re the Mayo Clinic. So we all know that they are not really ‘my’ patients – they are ‘our’ patients.”"

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Profiting from Services and Solutions

Profiting from Services and Solutions | Services Leadership Digest | Scoop.it

Leaders of product-based companies are under an enormous pressure to stay competitive by shifting revenues from selling goods to delivering services and solutions

CSL's insight:

In the webcast, the authors introduce “The Service Infusion Continuum” framework and highlight two of the six important success factors, Capabilities and Collaboration with Customers, that are critical for product-centric companies in their business transformation as they move along the continuum from products toward higher valued services and solutions.

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The Blossoming Relationship Between Marketing and Engagement in the New Customer Journey

The Blossoming Relationship Between Marketing and Engagement in the New Customer Journey | Services Leadership Digest | Scoop.it
It’s clear to those of us who live at the intersection of technology and customer relationships that customers have radically changed the way they interact with brands. Traditional CRM tools are no longer sufficient because it’s not about managing customer relationships anymore—it’s about creating and optimizing engagement across a vast [...]
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Dell finds happy marriage of customer experience and sales enablement | CustomerThink

Dell finds happy marriage of customer experience and sales enablement | CustomerThink | Services Leadership Digest | Scoop.it

To succeed, Dangerfield says “the customer has to be integrated into everything we do.” That means including their customer experience plan into their business plan, not treating it a separate initiative. Sales leaders must walk the CX talk every day.

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Why Customer Engagement Matters So Much Now

Why Customer Engagement Matters So Much Now | Services Leadership Digest | Scoop.it
Wary consumers will give more money to the businesses they feel emotionally connected to -- while ignoring, or even opposing, those that provide them no value.
CSL's insight:

"Gallup data reveal that a customer who is fully engaged represents an average 23% premium in terms of share of wallet, profitability, revenue, and relationship growth compared with the average customer. In stark contrast, an actively disengaged customer represents a 13% discount in those same measures."

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Customer service trends - are you being served? - Marketing Week

Customer service trends - are you being served? - Marketing Week | Services Leadership Digest | Scoop.it
Customer service trends - are you being served?
Marketing Week
The study by Engine Service Design finds that most people (56 per cent) want services from brands to be open and honest, meaning they are 'clear, trustworthy and nothing is hidden'.

Via Fred Zimny
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What Kind Of Customer Experience Are Millennials (Gen-Y) Looking For?

What Kind Of Customer Experience Are Millennials (Gen-Y) Looking For? | Services Leadership Digest | Scoop.it
What kind of customer experience (CX) are millennials (Gen-Y) looking for? Thoughts from Barak Eilam, CEO of NICE Systems and Corey Gale, Director of Marketing for Micros (just acquired by Oracle).
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