It can be challenging for organisations moving at pace to remain relevant while delivering customer experiences that delight and keep control of cost. Improvements occurring internally and externally are often discovered too late or after an issue. This can impact services or applications and cause a broader problem that is time-consuming and costly to fix.
So how do you ensure that your organisation creates high-impact customer service?
The answer, Service Design.
A Service Designer can take a holistic view of an organisation's people, processes and props (products) by analysing customer behaviour and preferences so that businesses can tailor their services to meet their customers' needs. This, in turn, can lead to increased customer loyalty and repeat business.
When a brand makes a consumer feel appreciated, 76% say that they will keep their business with the brand, 87% claim to recommend the brand to friends and family & 80% say that they will spend more (Forrester's Customer Experience Index)
One of the key benefits of service design is that it helps businesses understand their customers better. By analysing customer behaviour and preferences through the data available, a more personalized experience can be created to support customer lifetime value, as 91% of consumers believe that relevant offers and personalised recommendations impact their buying decisions (Accenture, Personalization Pulse Check 2018) and 73% of consumers expect organizations to understand their personal needs and expectations (Salesforce, State of the Connected Customer).
Service design can also help businesses identify new growth opportunities. Through analysing customer feedback and identifying areas where the business can improve, businesses can develop new services and products that better meet their customers' needs; this can help businesses gain a competitive advantage and enable organisations to pivot their products and services quickly too.
76% of consumers claim to have 'broken up with a brand after just three bad experiences; while 12% of consumers say that they will abandon a brand after just one negative experience (Coveo, Relevance Report 2022)
Another benefit of service design is that it can improve efficiency and reduce costs. By streamlining processes and eliminating unnecessary steps, businesses can reduce the time and resources required to deliver their services. This can help companies to operate more efficiently and increase their profit margins.
Deploying a service designer helps to keep an entire organisation innovative and relevant while focusing on the most important person, the customer or user.
In conclusion, service design is essential for businesses that want to deliver better customer experiences and improve their return on investment. Organisations can stay competitive, innovative, and relevant in today's rapidly changing business landscape by focusing on customer needs and continuously improving their services and products.
Comments