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An Introduction to Customer Experience by Service Design

“There’s a shift under way in large organizations, one that puts design much closer to the centre of the enterprise. But the shift isn’t about aesthetics. It’s about applying the principles of design to the way people work” - Harvard business review. We want to give you more insight into one of the mostly hyped but also undervalued trends: Service Design.

Providing a good customer experience requires more than a good strategy. And you’ll need to align more than just one department. So many organizations are struggling with creating a shared goal, working cross-department and helping their customers.

That’s why the service design methodology fits perfect within the current culture change to become a more customer-centric organization. We see an increasing need for a methodology that can connect the voice of the customer with the voice of the business. Service design makes sure you can innovate and that you can deal with internal challenges. So you are ready to enable a better customer experience and create business value.

A customer centric mindset is so much easier said than done. Usually organizations have challenges like silo’s that prevent customer data sharing, culture that’s not aligned yet, missing key technology platforms, no common understanding of customer centricity, operational support, and sales focused instead of customer focused.

“80% of the companies think they offer an optimal customer experience, but only 8% of the customers agree with that” – Bain & Company.

Within the service design methodology there are many different tools and tactics to use in order to create your customer centric strategy, improve the customer experience and align your team. In the next blog we’ll tell you more about the benefits of Customer Experience by Service design and we’ll show you what tools we use.