Jam Input Stefan Müller
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Transcript of Jam Input Stefan Müller
“Your vantage point determines what you can see...“
- Charles Leadbeater
“The question you ask determines much of the answer you get...“
- Charles Leadbeater
“We ask questions in ways that make them easier to answer, with
familiar tools.” - Charles Leadbeater
Don’t Judge!
Service components
Service components
Setting the right expectations
Service components
A decision in your favour is the first moment of truth
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All touchpoints are not created equal
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Something goes wrong: the ultimate moment of truth
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Turning customers into advocates
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Putting on a play
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Stage Audience Actors Script Backstage
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Stage The physical evidence of your service, your “stuff”
Audience Your customers and their actions
Actors Your employees and their actions
Script Your plan for what should happen, where and when
Backstage What you need to make everything “work”
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First impressions Lasting impressions
Entice Decide Use Support End & Extend
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Backstage
Script
Actors
Audience
Stage
End & ExtendSupportUseDecideEntice
Service components
Service components
“I often think of the post-it notes generated at a brainstorm as being
like butterflies: beautiful, in their own way — but doomed to a short life.”
- John Thackara
“May the Force be with you”
Thanks