How Barbara Minto of The Pyramid Principle might approach selling the value of Service Design

71%Percentage of Australian GDP generated by

Service organisations?

80% of companies say they deliver a “superior experience”

How many of thesefirms customers agree?

8%➡ Customer expectations were never or rarely met

➡ Customers who left at least one provider last year

due to poor service

➡ Customers whose expectations are increasing

SMH 29.1.09 Accenture Report

52%64%41%

Up until recently, there has been no skillset

& toolset specifically designed to develop new

or better services at the same as also

maximising the value of the service exchange

to both company and customer.

The Complication

Should we continue to use tools and

frameworks developed for and using a

manufacturing mindset to solve challenges

that are unique to Service based companies?

The Question

Or is the answer to use a Service Design

approach that helps organisations identify

where, when and how their services can be

improved and made more valuable for both

themselves and their customers.

The Answer - Service Design

design and embed the systems necessary for

companies to profitably deliver those

services on an repeatable basis.

then..