Frukostseminarie 15 december 2011
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Transcript of Frukostseminarie 15 december 2011
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Välkommen!
Service Design- SÅ SKAPAR DU
KUNDUPPLEVELSER I VÄRLDSKLASS
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Nöjdare, fler, trognare och lönsammare kunder
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KUNSKAPERNA OM KUNDEN
FÖRBÄTTRINGAR SOM NÅR KUNDEN
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Välkomna till en utvecklingsworkshop Onsdag kl 14 – 17 (VAR KREATIVA, TÄNK NYTT OCH GLÖM INTE POST-IT LAPPARNA)
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Briefen! 65% UPPLEVER ATT DOM FÅR VÄNTA FÖR LÄNGE 71% FÖRSTÅR INTE VAD SOM FÖRVÄNTAS AV DOM 16% ÄR MYCKET NÖJDA 62% FÖRKNIPPAR KUNDTJÄNST MED ORDET ”GILLA” 12% HAR INGEN SYNPUNKT ELLER FÖRSTÅR INTE FAKTURAN
VAR INNOVATIVA !!
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Service Design
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”Det är ett elände att jobba utifrån och in”
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Kundinsiktsdriven tjänsteutvecklingsmetod
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1998
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Kanaloberoende
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RESULTATET
kundsäkrade tjänster
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Action Research
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Semistrukturerade kundinteraktioner
DRIVKRAFTER – BEHOV – FÖRVÄNTNINGAR – BETEENDE - KUNSKAP
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Varför, varför, varför, varför och varför?
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1. Beteende/behovs-baserad kundsegmentering
2. Customer Journey Mapping
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STROSAREN
RAKT-PÅ-SAK
RÅDVILL
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STROSAREN
RAKT-PÅ-SAK
RÅDVILL MEDVETEN
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Strunta i hur det är eller hur det var – Det enda intressanta är hur det skulle kunna vara
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400 kr
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EFFEKT PÅ KUNDUPPLEVELSEN
GENOMFÖRBARHET
1 2 2 3
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Hur det blev då?
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32% ökat omvandlingstal i Länsförsäkringar fordonsförsäkring på webben Vid lansering av ”Enkla Vardagen” tredubblades mastercardförsäljningen och i princip samtliga 350 000 berörda kunder konverterades Frågor utanför det planerade flödet vid triagedisken på Karolinskas Akutmottagning minskades med ca 2 timmar per dygn Halvering av antalet personer som behövde hjälp av besiktingspersonalen vid ankomstregistreringen
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Kundinsiktsmetoder & utvecklingsmetoder i samma process leder till kundsäkrade tjänster
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10 budord för ett bra kundmöte
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Tack! Vill du att dina kollegor också får höra detta? Hojta till så fixar vi det!
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Tack! Vill du att dina kollegor också får höra detta? Hojta till så fixar vi det!
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Tack! Vill du att dina kollegor också får höra detta? Hojta till så fixar vi det!
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”Där andra beskriver vilka dom viktiga frågorna är levererar Transformator också svaret på frågorna och lösningen” PEDER NATÉUS, HEAD IT, SEB LIFE
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1. Segmentera utifrån kundbeteenden & behov
2. Kundens resa är det viktiga - Rita upp en Customer Journey Mapping
3. Visualisera – en tjänstevision är svår att beskriva i ord
4. Samutveckla alltid med kunden
5. Varför, varför, varför, varför & varför?
6. Strunta i hur det är eller hur det var – Det enda intressanta är hur det skulle kunna vara
7. Skapa tjänster Onstage och implementera Backstage
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Tack! Vill du att dina kollegor också får höra detta? Hojta till så fixar vi det!
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Tack! Vill du att dina kollegor också får höra detta? Hojta till så fixar vi det!
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