Classroom 0.5 Day HKD 980.00
4159837217-Feb-17 14:00 HKT17-Feb-17 17:30 HKTLimited AvailabilityEnglishChinese (Cantonese)
Description
Service Innovation is about having the creative mind-set, skill-set and right tools to continuously surpass competition in customer experience. Innovation should be the outcomes of group effort from various business functions instead of an individual or a department within brands.
This workshop aims at introducing service innovation concepts and tools through “hand-on” sessions from inspiring creativities to bringing ideas to life.
To introduce scientific approaches in designing impactful services which is the key for brands to create competitive advantages in customer experience.
Participants will go through a step-by-step mock service innovation process: from setting goals, service design, idea enhancement, transform ideas into working procedures to concept evaluation.
COURSE OUTLINE:
|
Topics |
Contents |
Tools for design & develop innovative ideas |
|
Service Innovation and Customer Experience |
Understand the trend of service innovation and the roles it plays in creating desired customer experience.
Cases from various industries to demonstrate delighted services designed with extraordinary creativity. |
|
|
Define The Intent |
Define scope of innovation by framing the business issues needed to cope with. |
Service Design Plans |
|
Know the Target Consumers |
Explore the latest business environment in the industry. Knowing the rivals as well as prospective.
|
Market Insight Analysis Personas |
|
Co-Create New Ideas |
Understand the Service Archetypes. Each Archetype address a specific need of customers to create extra value.
Service co-creation based on understanding of brands’ current status, customers’ behavior; guided by the Service Archetypes. |
Service Archetypes |
CERTIFICATION (Attendance: 100%):
Delegates who successfully completed the course will be issued a certificate by SGS Hong Kong Limited.
GENERAL INFORMATION:
Venue: T.S.T. / Wan Chai / Sheung Wan Training Centre / TBC
Medium: Cantonese supplemented with English materials
Orginal Price: 980 Christmas Offer: Buy 1 get 1 free [Contact us to enjoy this offer: hk.academy.admin@sgs.com/ 852 3543 7900]
Objectives
- Develop innovative and competitive value proposition for brands
- Design iconic service strategies and themes through Jungian Archetypal approach
- Explore effective ways to uplift customers’ feeling and emotion for a long-lasting pleasure experience
TAKE-AWAY FROM THIS WORKSHOP:
- Proven & Practical Innovation Methodologies
- Tools for develop innovative ideas
- Tools for design service workflows
- 30+ trendy innovative cases & industrial practices
- Participants are ready to establish own service-R&D for your brands!
PROFESSIONAL TRAINER:
Mr. Max Lee
Head of SGS Research Department, Benchmark, Hong Kong and China
- Over 15 years’ experience primarily with research agencies handling market research projects and customer service enhancement projects
- Specialized in customer experience, brand positioning, brand equity, and market segmentation. Max gives speeches in Hong Kong and China about creating and implementing customer-centric ideas.
- Dedicated in promoting the use of scientific methodologies in service enhancement by launching SERVICE deCODE, a centerpiece theory that combines psychology and creativity in service innovation.
- Held senior positions in OMD, Added Value & Synovate (Ipsos)
(SGS Hong Kong Ltd. reserves the right of final tutor arrangement)
Audience
Working groups, business units or companies who need to acquire, retain and win-back more customers through innovative customer service.
Classroom0.5 Day HKD 980.00
4159837217-Feb-17 14:00 HKT17-Feb-17 17:30 HKTLimited AvailabilityEnglishChinese (Cantonese)