“Your vantage point determines what you can see...“

- Charles Leadbeater

“The question you ask determines much of the answer you get...“

- Charles Leadbeater

“We ask questions in ways that make them easier to answer, with

familiar tools.” - Charles Leadbeater

Don’t Judge!

Service components

Service components

Setting the right expectations

Service components

A decision in your favour is the first moment of truth

Service components

All touchpoints are not created equal

Service components

Something goes wrong: the ultimate moment of truth

Service components

Turning customers into advocates

Service components

Putting on a play

Service components

Stage Audience Actors Script Backstage

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”

Service components

First impressions Lasting impressions

Entice Decide Use Support End & Extend

Service components

Backstage

Script

Actors

Audience

Stage

End & ExtendSupportUseDecideEntice

Service components

Service components

“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

“May the Force be with you”

Thanks