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God service gør verden til et bedre sted at være

lidt

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Alt kommunikerer

”

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Brand TPM

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... og virkelighedensReklamens verden

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... og reklamens Virkelighedens verden

?

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... og reklamens Virkelighedens verden

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Søren Bechmann

‣ Konsulent, foredragsholder og forfatter

‣ Grundlægger, Service Design Institute

‣ Servicedesign & -innovation siden 2008

‣ Reklamebranchen 1983 – 2008

!Søren Bechmann

Customer Journey!Design

2010 2012 (2014)

2. udgave

HANS REITZELS FORLAG

Maio con rerorem oluptio. Et volupta tibusandis ma cus dolupta temquae pudiam faccum que eos-sim entempe rectate necum aut ullabor senim quam, sequi utemolecus duntotata sitat.

Nonse vid quae volectis cus aut porpore ea eaqui doluptat.Bo. Occaectatios int ma ipsam, comni bereste mquatquat aboruntetur sinctas arcipsam harum et modit abore, ullab im aut omnis ressi seni reriate qui offictorrum nias recto denimagniam essed magnam harioriae pratemp oreped et exces am, sum quas et laboressi debist estrument et et ut optat as velibusae exerumquibus dianienis nis dolecto quiam que nonsectae peritas voluptibus se-quidipsum re ne sintenis eat aspe nonserovit, quae inti volupita dolo voluptae nim illeser fercias expelit evendip sandaes dolliqui tem nem aut accuptat.

Optaten dictionseque volorem facero qui totatqui consendae con comnimustio berchilis explanim quae que verchic tota quaerit, odipicaborum secus ellab inctem fugitib usant, officipsa volenda ndi-gene isquis rae sequae laut ommolupta dent et quisi sit poriber chillor eribern atemporrum dollabo. Itatae minvelenis quiaero tempelestium eium quasit essum ex experferis aut et repelit, volum repta di blabore perio.

(2014) (2015)

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Servicedesign?

”

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... tilrettelægge uhåndgribelige

og ofte komplekse oplevelser,

der rammer mennesker

gennem mange forskellige

touchpoints over tid ...

”

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... på en måde, som er attraktiv, anderledes

og effektiv

”

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... baseret på design thinking

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Servicedesign adresserer serviceydelsens natur

Håndgribelig

Homogen

Kan demonstreres

Kunde køber / Transaktion

Kontrollere kvalitet

Enkeltstående

Ofte få touchpoints

Produktion > Salg > Forbrug

Rework

Uhåndgribelig

Heterogen

Kan ikke demonstreres

Kunde deltager / Relation

Definere kvalitet

Proces

Ofte mange touchpoints

Salg = Produktion = Forbrug

Recovery

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Proces?

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Søren Bechmann www.sorenbechmann.com

Management

IT

Pro

duct

dev

elop

men

t

Sale

s

Mar

keti

ng

HR

Fina

ncia

l

Serv

ice

Supp

ort

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Management

IT

Product development

Sales

Marketing

HR

Financial

Service

Support

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a b

Noget at spise? Noget at drikke? Internet? Toilet?

Noget at læse i? Kan man ringe?

... etc.

Under

Planlægning Køreplan

Købe billet: Orange eller 1’ ...? Pladsbillet: Familie eller stille? Transport til banegård Finde oversigt Finde perron Finde tog Finde vogn Finde sæde ... etc.

Før

Hvor skal jeg af? Hvordan kommer jeg videre? Hvordan kommer jeg tilbage?

Forsinkelser? ... etc.

Efter

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Tid

Kvalitet

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Uhåndgribelig?

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Søren Bechmann www.sorenbechmann.com

© 2010 – current. All rights reserved. Service Design Institute. Do not duplicate, distribute, train from or create derivative works from without permission.

Søren Bechmann www.sorenbechmann.com

© 2010 – current. All rights reserved. Service Design Institute. Do not duplicate, distribute, train from or create derivative works from without permission.

Søren Bechmann www.sorenbechmann.com

© 2010 – current. All rights reserved. Service Design Institute. Do not duplicate, distribute, train from or create derivative works from without permission.

Søren Bechmann www.sorenbechmann.com

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“Recovery”?

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Reklamens verden ... og virkelighedens

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Star Tour

... mere end 80 sider

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Hvor mange klager – af dem der har grund til det?

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Når utilfredse kunder tager sagen i egen hånd...

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Tilfredshed

Tid

”The Service Recovery Paradox”

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Potentiale i stærk klagehåndterings-strategi

Marketing InnovationMedarbejder-

tilfredshed

Kunde-

tilfredshedEffektivitet

9

12

3

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Hvad kan vi selv gøre?

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Hvad kan vi selv gøre?

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Tak fordi I lyttede...

Søren Bechmann

!www.sorenbechmann.com

sb@sorenbechmann.com

@sorenbechmann

T: 4044 7828

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Hent præsentationen her: !!

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