2nd Service Innovation: An Introduction

by Chiqui Escareal-Go

From Php 5,000.00 to Php 7,000.00
Tickets ×
Early Bird Rate
Sales end on 02/20/2025
Php 5,000.00 5000.0 PHP
Regular Rate
Sales start on 02/21/2025
Php 6,000.00 6000.0 PHP
Last Minute Rate
Sales start on 03/01/2025
Php 7,000.00 7000.0 PHP



 

How else can you compete or be differentiated in the service landscape? Do you know enough creative approaches to service innovation, or do you even know where to begin? How do you put together your customers’ service needs, wants and expectations to fuel your service innovation initiatives – beyond mere customer satisfaction?

This two-afternoon introductory program is important to companies wanting to create a pioneering service category, or at least find opportunities to be the first to introduce a new but relevant way to deliver service. With a generous number of case examples, this is the only program in the Philippines that gives participants some frameworks in generating service innovation ideas, and/or creating an innovative service value proposition, as a first step toward developing a corporate mindset and culture of innovation.

PROGRAM OVERVIEW

Module 1: An Introduction

  •  3 Levels of Service Innovation

  •  8 P’s of Service Marketing Mix

  • 6 I’s Elements of Service

  • Sources and inter-dependencies of service innovation

  • Trends and patterns in service innovation

  • Workshop/Lessons from the financial services industry

Module 2: Innovation Tools to Help Leapfrog your Service Career

  • 4 Capabilities needed by every service leader

  • 4 Sensemaking tools

  • JTBD: Knowing what customers want and who/what you are up against

  • BIDA Check-up: Distinguishing pain points of customers, competitor’s customers and non-customers

  • Decomposition Map: How to use ‘principle of selectivity’ in action

  • Business Model Map: Integrating your innovation interdependencies

  • Workshop on using sensemaking tools

Module 3: From Service Satisfaction to Service Delight

  • 10 ways government can innovate on service

  • Bringing Service Innovation to the next level

  • Airline

  • Automotive/services

  • Banks

  • Barber Shop

  • Café/Fast Food

  • Call Center

  • Car rental

  • Cement

  • Clinic

  • Computer repair

  • Crowdsourcing

  • Entertainment

  • Fitness gym

  • Hotel/hospitality

  • Insurance

  • Logistics

  • MLM

  • Outdoor Advertising

  • Retail

  • Salon

  • Social Enterprise

  • Solar panel

  • Supermarket

  • Tools

  • Travel/Tour

  • Video on demand

  • Wet market

All contents and cases may be subject to change*

Each participant will learn:

  • Ease of spotting opportunities in the creation of new service ideas

  • Understand why service innovation is a source of competitive advantage

The company will gain:

  • Teams who understand how to create true customer value via new service ideas

  • Frameworks and tools to guide their service innovation thinking

Schedule

March 6 & 7, 2025 | 1:30 PM - 4:30 PM

Methodology

Lecture, Small Group Discussion, Reflection,  Q&A

SPEAKER

Chiqui Escareal-Go

                          CEO and Chief Behavioral Strategist

      • Author/Co-Author/Editor if 10 books in marketing, entrepreneurship and anthropology

      • Finished the Advanced Management Program 2018 (IESE Business School New York and Barcelona)

      • Executive Scholar in Marketing and Sales (Kellogg Business School, Northwestern University)

      • Took advanced marketing programs at Columbia Business School (CEIBS campus), Harvard Business School, University of California-Berkeley

      • Certified Master Coach (by the Behavioral Coaching Institute) and Certified Appreciative Inquiry Training Facilitator (by Company of Experts USA)

      • Go Negosyo Enabler Awardee 2014; ASEAN Women Entrepreneurs Network Awardee 2015

      • Former Chair of the Women’s Business Council Philippines

      • M.A. in Anthropology, University of the Philippines  / M.A. in English Language and Literature Teaching, Ateneo de Manila University


Date & Time
Thursday
March 6, 2025
Start - 1:30 PM
Friday
March 7, 2025
End - 4:30 PM Asia/Manila
PLATFORM

Live via Zoom

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Mansmith and Fielders, Inc.

0918-811-6888 • 0917-627-1888
info@mansmith.net
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