Page 58 - Delivering Authentic Customer Experiences

Principle 3 Delivering Authentic Customer Experiences

When a redesign is required, the main goals will usually be to:
• improve customer satisfaction ratings
• improve productivity (of employees, equipment,
marketing etc.)
• lower the number of reported service failures
• reduce the time it takes for a customer to go from the
beginning to the end of the service

The more of these key goals a redesign can meet, the better you
will be at:
• removing parts of the service that don’t add value for
customers
• delivering the service directly to the customer
• allowing the customer to serve themselves
• grouping services together
• re-designing the service
• re-designing physical evidence relating to the service

Consider this…
• What could you do to reduce the time it takes for a
customer to access your service?
• What parts of your service delivery do not add value to you
or your customer?

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