2. Palvelumuotoilun keskeisenä tavoitteena
on palvelukokemuksen käyttäjälähtöinen
suunnittelu siten, että palvelu vastaa sekä
käyttäjien tarpeita että palvelun tarjoajan
liiketoiminnallisia tavoitteita.
5. Awareness Decision Purchase Service Nurture
Mielikuva
Parannettu
mielikuva
Haku
Vertailu
Päätös
Vierailu
Pelästyminen
Helppous
sivustolla
Apu löydetty
Ostaminen
Saapuminen
Pelottaa
Toimenpide
Mitä seuraavaksi?
Pelottaa
Suosittelu
Odottaminen
Pelottaa
Parannettu
mielikuva
Huonontunut
mielikuva
Huonontunut
mielikuva
6.
7.
8. A Norsdtrom salesperson rarely points. If you have a question
about where something is located, they walk you there.
Salespeople are taught to walk your bagged purchased around the
counter to you vs. just handing it across the counter.
Departments are generally trained to answer the phone on no
more than the 2nd ring.
9. "A man walked into the Fairbanks, Alaska, Nordstrom department
store with two snow tires. He walked up to the counter, put the tires
down and asked for his money back. The clerk, who'd been working
there for two weeks, saw the price on the side of the tires, reached into
the cash register and handed the man $145.
The customer wanted to return the tires. It did not matter that
Nordstrom's did not sell tires and never sold tires. They sell upscale
clothing.
The clerk accepted the return because that is what the customer
wanted."
12. You're trying to get through all the noise and the distraction and the clutter
with your message.
Here's the thing: You are the noise and the distraction
and the clutter.
Just because it's important to you doesn't mean it's important to us.
It is, of course, in the eye of the beholder.
Instead of creating an ad campaign that somehow cuts
and invades, consider creating a product, a service and a
story that we'd miss if we couldn't find it.
-Seth Godin