Service Innovation: An Introduction
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 2-half day introductory program is important to companies preparing to find opportunities to be the first to introduce a new but relevant way to deliver service. With a generous number of case examples, this program 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.
Key Benefits for Participants:
Each Participant will learn:
Ease of spotting opportunities in the creation of new service ideas
How to use service innovation as a source of competitive advantage
Key Benefits for Companies:
The company will gain:
Teams who understand how to create true customer value via new service ideas
Frameworks and tools to guide their service strategy and execution
This program provides participants with a higher level perspective to providing excellent service beyond the minimum requirement of customer satisfaction. Here, service is designed to create competitive differentiation and customer loyalty that leads to better customer lifetime value.
It is the only program in the Philippines that introduces ideas and frameworks in service innovation. There are several case studies to be shared that gives participants new ideas on delivering service that are happening in the global arena, and these are decoded into frameworks and tools for easier application.
The speaker has a track record of successfully implementing projects in Mansmith (and other organizations) that produced service process and delivery excellence as attested by client testimonials. Mansmith and Fielders is a service innovation case study in itself with its conversion into an advocacy-based training and consulting company in 2004 when the speaker took over as CEO.
Excellent Service Definition
Service as a Product
Mansmith Service Excellence Framework
3 Levels of Service Innovation
8Ps of Service Marketing Mix
6 I's of Service
Lessons from Service Cases
4 Capabilities of Service Leaders
4 Sensemaking Tools for Service Innovation
Purpose at the Core
Examples / Cases from the following industries:
Automotive, Airline, Apps, Bank, Cafe / Restaurant, Car rentals / repairs, Cement, Computer, Construction materials / equipment, Education, Fashion, Fast Food, Financial Services, Fitness Centers, Government Services, Hotels, Insurance, Logistics, Medical Clinics, Newspaper, Online streaming, Outdoor Advertising, Paint, Personal Grooming, Pet care, Retail, Solar, Security Services, Supermarket, Travel/Tourism, Wet Market
October 24 & 25, 2023
2:00 PM to 5:00 PM
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