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Service - Your Point of Difference
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Transcript of Service - Your Point of Difference
Service – Your P.O.D Angela James CEO Align-Ed
“There's no greater purpose than service to others.” Socrates
Experience Economy – Joseph Pine
Product Economy Features
Agrarian or Farming Economy
Commodities
Service Economy Benefits
Experience Economy Memories
Transformation Economy
Individualized
Points of Difference
•is a story
•is an experience
•has a drama
•has characters
Business …
Peter Denning: The Leader's Guide to Storytelling: Mastering the Art and Discipline of Business Narrative
The action of helping or doing work for someone. – google.com
serv·ice - 1 [sur-vis] Show IPA noun, adjective, verb, serviced, servicing.
Noun
an act of helpful activity; help; aid: to do someone a service.
Adjective
.of service; useful.
pertaining to, or used by servants delivery people, etc., or in serving food
supplying aids or services rather than products or goods
Verb (used with object)
to supply with aid, information, or other incidental services.
Idioms
at someone's service, ready to be of help or use to someone; at one's disposal
Good works in action
be of service, to be helpful or useful
http://dictionary.reference.com/browse/service -
So what is Service?
Service Business Definition:
Delivery of work by a person or group for the benefit of someone else.
Assistance offered by a business to its customers. For example, an appliance dealer is known to offer excellent service to its customers.
http://business.yourdictionary.com/service
And …
Servant Leaders
“Not everybody can be famous but everybody can be great
because greatness is determined by service... You only need a heart full of grace and a soul
generated by love.”
“Service which is rendered without joy helps neither
the servant nor the served. But all other pleasures and
possessions pale into nothingness before service which is rendered in a spirit
of joy.”
“It is better to lead from behind and to put others in front,
especially when you celebrate victory when nice things occur. You
take the front line when there is danger. Then people will
appreciate your leadership.”
Servant Leaders
Love cannot remain by itself — it has no meaning.
Love has to be put into action, and that action is
service
Using your promise, strengths, talents and resources in good work/s in action that contribute to the
enrichment of others
This applies equally to organisations and small businesses as it does to individuals
definition …
• Power shift from the business to the customer as customers are more informed and thus more demanding
• Challenges to keep up with changes in technology
• Team members disenfranchised, dependent and de-motivated
• Products and services are more and more commoditised and sustainable differentiation is more and more challenging
• Bureaucracy, red tape and silo’s immobilize customer service
• Apathetic and reactive customer responses are the norm
• Customer service training offerings are more of the same
• And … 21st Century Customers choose to engage with organizations that offer authentic brand and service experiences
Sound familiar …
• Being of service and serving others became your POD?
• Your team were excited about your Promise and Brand, your story, your
customer experience?
• Your Team executed excellent service time after time
• Your customers were engaged and delighted?
• Integrated Service Delivery underpinned Your Business growth?
• What would an Authentic Brand and Customer Service be worth to you,
your business and your people?
So … What if …
Your Service Delivery and Business Story became …
Your Competitive Advantage?
Your POD or Point of Difference?
What If…
A specific strategy for and culture of Service?
Translated this strategy and culture into your cause and crusade for behind you POD - Service?
Infiltrated your Service Culture into all levels and across all functions of your business?
Have you …
Business Process Model
Copyright 7 Generations Network CC. All Rights Reserved. Amended Sept 2009
Strategic Thinking
Stra
tegic P
lannin
g
Strategic Implementation
Str
ate
gic
Monitoring
Finance and Administration
Sales and Marketing
Production
People
Strategic Thinking
What and Why
Strategic Planning
Operational Planning
Strategic Thinking
The How we are going to get there
On Purpose
Best in Our World At Passionate About
On Purpose
Best in Our World At Passionate About
Common to both
Translated from your purpose into:
• Mission – why you exist
• Vision – where you are going – the compelling view of the future
• Values and value behaviours
Which is translated into your story that evolves into:
• your brand – the external representation of your story to your
customers and suppliers
• your culture – your heart and soul
That is translated into authentic service experiences and
acts of good work that contribute to the upliftment of others – your staff and your customers
Your Strategic Thinking is
Service Authenticity
Business Strategy
Business Story
External Brand
Messages and Media
Internal Brand
Business Culture
Me
Alignment of Values And Communications Execute / perform
Your PODs
Brand Loyalty Environment – Customer Expectations Brand Promise
Feedback Loop
Everywhere!!!
Where do you tell your story
Telling your story to those for whom you are solving a challenge and for those who you want to buy your product and services
• If you are not on the web you are no where
• If you are not involved in Social Media you are also no where – twitter, facebook, Linked In, pinterest, you tube etc.
• Marketing plan
• What are you selling?
• What problem are you solving?
• What is your experience / your story?
• To whom are you selling your solution?
• What do you want them to know about you?
• Where do they find you – media / social media / agencies / associations
• How do you get leverage from the agencies and associations that are a part of the industry?
Marketing
Angela James
CEO Align-Ed
0825664236
www.choices-sa.co.za
https://www.facebook.com/freewillchoice
www.align-ed.co.za
https://www.facebook.com/Align-ED-440174809446569/timeline/
invites you to …
Tell your story Thank you