1-day service innovation public workshop

SGS ACADEMY HONG KONGLEARNING & DEVELOPMENT SOLUTION

SERVICE INNOVATION FOR SUPREME CUSTOMER EXPERIENCE WORKSHOP

WORKSHOP OBJECTIVES:

� Develop innovative and competitive value proposition for

brands

� Design iconic service strategies and themes through

Jungian Archetypal approach

� Explore effective ways to uplift customers’ feeling and

emotion for a long-lasting pleasure experience

� Identify impactful touch-points in the critical moments along

the customer journey

INTRODUCTION:

Service Innovation is about having

the creative mind-set, skill-set and

right tools to continuously surpass

competition in customer experience.

Innovation should be the outcomes

of group effort from various business

functions instead of an individual or

a department within brands.

This workshop aims at introducing

service innovation concepts and

tools through “hand-on” sessions

from inspiring creativities to bringing

ideas to life.

To introduce scientific approaches in

designing impactful services which

is the key for brands to create

competitive advantages in customer

experience.

It will also take participants through

a step-by-step service innovation

process: from setting goals, service

design, idea enhancement,

transform ideas into working

GENERAL INFORMATION:Date: □□□□ 6 Oct 2015 (Tue)

For businesses use customer services in the sales of tangible goods

e.g. Retail, Food & Beverage, Cosmetic, Fashion and Accessories, and Luxury Products, etc.

□□□□ 14 Oct 2015 (Wed)

For businesses selling customer services as their core products

e.g. Hospitality and Tourism, Travelling Service, Entertainment, Property Management, Beauty and Fitness, Financial Service, Telecom, Insurance,

TAKE-AWAY FROM THIS WORKSHOP

� Proven & Practical Innovation Methodologies

� Tools for develop innovative ideas

� Tools for design service workflows

� 30+ trendy innovative cases & industrial practices

� Participants are ready to build the service R&D for your brands!

procedures to concept evaluation.

Targeted Audiences Working groups, business units or

companies who need to acquire,

retain and win-back more customers

through innovative services.

WORKSHOP FORMAT� 7 hours

� Up to 5 groups

� 80% Interactive Approach

Management, Beauty and Fitness, Financial Service, Telecom, Insurance, Banking, etc.

Time: 9:30am – 5:30pm

Medium: Cantonese (with English materials)

Venue: T.S.T. / Wan Chai Training Centre / TBC

Fee: HK$6,000 per company for FOUR admissions

Participants who come from same company / brand will be grouped as a

team during the workshop

Special Offers:

*10% off discount will be offered to all enrolment made one month prior to the course

**HK$1,000 off discount will be offered to all participated companies of Service Innovation seminar 2015

Topics ContentsTools for design &

develop innovative ideas

Morning Sessions

Service Innovation and

Customer Experience

Understand service innovation and the roles it

plays in creating desired customer experience.

Cases from various industries to demonstrate

delighted services designed with extraordinary creativity.

Define The Intent

Define scope of innovation by framing the

business issue need to cope with. The resources

planned to invest in the near future and expected

results from service innovation.

Service Design Strategy

Plans

Know the Target

Consumers

Explore the latest business environment in the

industry. Knowing the rivals as well as

prospective.

Understand the segments and identify the one

with highest value.

Market Insight Analysis

Personas

Co-Create New Ideas

Understand the Service Archetypes. Each

Archetype address a specific need of customers

to create extra value.

Service co-creation based on understanding of

brands’ current status, customers’ behavior;

Service Archetypes

brands’ current status, customers’ behavior; guided by the Service Archetypes.

Afternoon Sessions

Four Levels of Customer Perception

Introduce the four levels of customer service

perception. Understand how customer services

can boost positive feeling in various service touch-points at different perception levels.

Customer Feeling Analysis

Emotional Impact Creation

Create the emotional impact across customers’

pre-experience, the-experience and post-experience.

Situational Chart for

Customer Experience

Synergize On-site and On-line Experience

Demonstrate methods to uplift customer’s

positive emotion, both through on-site and on-line experience.

Channel Selection Matrix

Impactful touch point Design

Apply a recognized psychological model

of Barbara Fredrickson and Daniel Kahneman to

eliminate the pain-points and magnify the moment-of-truth.

Service Workflow Diagram

For reservation or inquire:

Ms. Eva San (852) 2204-8314 [email protected]

Ms. Olivia Lee (852) 2774-7408 [email protected]

Speaker

Speakers

Mr. Max Lee

Head of SGS Research Department, Benchmark, HK & China

� Over 15 years’ experience primarily with research agencies

handling market research projects and customer service

enhancement projects

� Specialized in customer experience, brand positioning, brand

equity, and market segmentation

� Dedicated in promoting the use of scientific methodologies in

service enhancement by launching SERVICE deCODE, a

centerpiece theory that combines psychology and creativity in

service innovation.

� Held senior positions in OMD, Added Value & Synovate (Ipsos)

Mr. David Chung

Head of SGS Academy HK

� Over 15 years of experience in Customer Experience

Management and Leadership Development. Handled dozens

of performance improvement projects for large companies in

Asia Pacific Asia Pacific

� Hong Kong’s first investor of patented Customer Life Value

analytical methodology and co-author of Demand Chain

Management book

� Certified Dale Carnegie trainer, Persona trainer and Neuro-

Linguistic Programming trainer

� Held senior positions in world-class training consultancies and

Hong Kong’s leading retail-chains

Training Course Registration Form課程報名回條

Payment Method One - Mailing

To confirm your booking, please send the completed registration form together with the course fee by chequepayable to “SGS Hong Kong Limited” to the following address and attend to SGS Hong Kong Limited (SGS

Academy).

Payment method Two -Transfer

Deposit the required amount to SGS HSBC account 002-617918-001 "SGS HONG KONG LIMITED" Then, fax the bank-in slip and course registration form to SGS office at 2333 2257

付款方法1 – 郵寄

參加者請於支票抬頭填上“香港通用檢測認證有限公司”並連同回條寄回香港葵涌葵昌路8號萬泰中心5樓，

香港通用檢測認證有限公司 (SGS 管理學院) 收.

付款方法2 – 轉脹

轉賬 : 將金額存入SGS香港匯豐銀行戶口002-617918-001「SGS HONG KONG LIMITED」

然後把銀行入數紙及課程報名回條傳真至2333 2257。

Enrolment: Please fill the following form and fax back to us for reservation.

For reservation or inquire:


CEM/4-SERVICE INNOVATION FOR SUPREME CUSTOMER EXPERIENCE WORKSHOP

Class Option 選修科: �� Public Class �� In-House Class

Any tax or bank charges, etc induced by settling course fee to SGS Hong Kong Limited must be fully absorbed by the client itself.

Course Date: ____________________________ Company: _______________________________

Address: ________________________________________________________________________

* How do you know about this course? □ Social Media □ Web □ Friends □ Others__________

# All cancellations/ postponements of registration must be made to SGS Academy in writing. If postponement is received: One month notice before the course starts, 20% of the training fee will be charged as administration fee. If cancellation is received: One month notice before the course starts, 50% of the training fee will be charged as administration fee. Within two weeks before the course starts, 100 % of the training fee will be charged as administration fee. If you do not want to receive any information from us, please fax to us at (852) 2333 2257.

Contact Person Position Phone EmailWould you like to receive SGS

information via email in the future?

Mr./Ms. □ Yes □ No

Course Participant Position Phone EmailWould you like to receive SGS

information via email in the future?




Ms. Olivia Lee (852) 2774-7408 [email protected]

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1-day service innovation public workshop

Business