Service thinking
The UK service design consultancy live|work has published an excellent manifesto on service thinking:
“We have identified three key service imperatives that must be considered if we are to create great services that make things better for people, businesses and society.
The first imperative is to put people at the heart of services. If we try to produce a service without the participation of the customer it cannot either satisfy that customer or achieve its potential. We must find ways to re-engage people in the services they use.
The second imperative is to create networks that enable services. Services have always been networks; a rail network, a telephone network, even a church service is a part of a social network. We currently have such powerful information technologies that service networks are now possible in all sectors.
The third imperative is to install sustainability as the bottom line. In this case we are talking about a triple bottom line of economic, social and environmental sustainability. We expect services to be there for us at all times – whether a phone connection or a doctors’ surgery – and we feel lost when they are not. Ultimately, Service Thinking is the ongoing consideration of how we meet our collective needs without overstretching our human and natural resources.”
(via InfoDesign)
Great article. Customer service is the new marketing! It should not be the responsibility of the Operations department. Rather, Marketing should drive service training and accountability. Economic challenges are forcing customers to speak with their wallets. Transparency and good service will drive that spending.