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 one-day 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.

KEY BENEFITS TO PARTICIPANTS
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 

KEY BENEFITS TO 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 innovation thinking

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 noncustomers

  • 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

INDUSTRIES