Download - Jam Input Stefan Müller
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“Your vantage point determines what you can see...“
- Charles Leadbeater
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“The question you ask determines much of the answer you get...“
- Charles Leadbeater
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“We ask questions in ways that make them easier to answer, with
familiar tools.” - Charles Leadbeater
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Don’t Judge!
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Service components
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Service components
Setting the right expectations
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Service components
A decision in your favour is the first moment of truth
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Service components
All touchpoints are not created equal
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Service components
Something goes wrong: the ultimate moment of truth
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Service components
Turning customers into advocates
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Service components
Putting on a play
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Service components
Stage Audience Actors Script Backstage
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Service components
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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Service components
First impressions Lasting impressions
Entice Decide Use Support End & Extend
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Service components
Backstage
Script
Actors
Audience
Stage
End & ExtendSupportUseDecideEntice
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Service components
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Service components
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“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
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“May the Force be with you”
Thanks