Lynda - Service Innovation

Size: 379 MB | Duration: 1h 6m | Video: AVC (.mp4) 1280x720 30fps | Audio: AAC 48KHz 2ch

Genre: eLearning | Level: Advanced | Language: English

Service innovation means changing the way you serve your customers to create greater value for them and deliver more revenue for your organization. IMD Professor of Service Management Stefan Michel shows you how to identify service innovations—whether they are process innovations, new services, or new service-driven business models—and then embed them into your business. Once you understand service innovation in its different forms, you can design and implement your own innovations. Each chapter combines real-world case studies with a methodological framework to help you become a better "idea hunter" for service innovation. After you identify an innovative model, you will learn how to align and execute your innovation by applying the customer star model and by embedding your innovation approach in your overall business strategy.

Topics include:

* What is service innovation?

* Innovating by relieving and enabling customers

* Linking attributes, benefits, and values

* Innovating value constellations

* Innovating outside your firm

* Designing around the customer's need with customer stars