Service Innovation, as practised at UMIO, combines the principles of ‘Service Dominant Logic’ with the practical methodologies and tools leveraged from ‘Design Thinking’. The focus of service innovation is to create value for a stakeholder; or in other words, does your firm speak better to the heart and head of your customers than your competitors. It differs from other innovation approaches as it takes a holistic perspective by critically looking into the needs of customers and the value they expect, the current capabilities of the organisation and the ambitions to make it future proof and finally leveraging the opportunities provided by new technologies.
Our approach to Service Innovation is grounded in the scientific principles of the so called ‘Service Dominant Logic’. It sees the creation of value as an ongoing mutual beneficial relationship between a customer and its supplier rather than a linear delivery of goods or services. Keeping the customer engaged, satisfied and delighted is therefore crucial in creating customers that are loyal and are willing to show ambassadorship for your organisation. This means that all entities and departments that directly or indirectly add to the value creation in this customer relationship need to be aligned in order to meet and exceed the expectations of the customer.
Service Innovation powered by Design Thinking is the tool to fully optimise the value creation and delivery to your customers. Follow our free four-session WebTalk-series find out more about ‘Service Innovation’ and how your organisation can benefit from it.