Creating Service Strategy For Your Organization Complete Deck

Creating Service Strategy
for your Organization
Your Company Name

Table of Contents
2
The Service System
Greater the Service Value, Greater the Market Share
3 Ways to Increase Service Value
Sources of Competitive Advantage
3 Strategic Options for Services
› Step 1- Gathering Service Insights
• SWOT Analysis of Our Service
• Customer Journey Map- Template
• Customer Service Metrics
• Customer Satisfaction Survey Results
• Target Market Size
• Target Market Size & Growth Rate
• Market Adoption Curve
• Market Insights- PESTLE Analysis
• Porter’s Five Forces Analysis
• Competitor Analysis
• Target Market Profile
4 Steps to Create the Perfect Service Strategy
Service Development Plans
› Sales Strategy
› Digital Marketing Plan
› Operations Plan
Sample Strategies
Service Strategy - Initiatives & Deadline
Service Strategy - Key Metrics & Goals
› Step 2- Explore New Service Ideas
• Innovate to Remain Relevant
• New Service Development Cycle
• New Service Strategy
› Step 3- Prioritizing Ideas
• Scoring Service Ideas
• Service Ideas- Prioritization Matrix
› Step 4- Service Roadmap
Improve Upon the 5 Dimensions of Service Quality

The Service System
3This slide is 100% editable. Adapt it to your needs and capture your audience's attention.
Customer
Journey
Stages
Awareness Interest Consideration
Purchase
Customer-
Centric
Operations
SalesMarketingPartners
Need Fulfilment
Need Arises

Greater the Service Value, Greater the Market Share
4
What are the Customer Needs?
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What are the Service Benefits?
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How are you Better than Competitors?
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Customer Benefits – Service Cost = Value

Improve Upon the 5 Dimensions of Service Quality
5
Responsiveness
Willingness to help customers and provide prompt service
Tangibles
Appearance of physical facilities, equipment, personnel and written materials
Reliability
Ability to perform the promised service dependably and accurately
Assurance
Employees’ knowledge and courtesy and their ability to inspire trust
and confidence
Empathy
Caring, easy access, good/ communication, customer understanding and
individualized attention given to customers

3 Ways to Increase Service Value
6
Lower
Pricing
Lower
Operation Costs
Increased
Offerings
› Pricing advantage over
competitors
› Cost saving to customers
› Increased Profit Margin
for your company
› Lower Service Pricing to
attract more customers
› Better customer value
› New services introduced
› More benefits to customer
01 02 03
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Sources of Competitive Advantage
7
Legal Advantage
(Patents, contracts
and copyright)
Strategic
Location
Innovative,
Flexible
Solutions
Speed
Buying
Power with
Vendors
Barriers to
Entry & Exit
Strong
R&D
Best
Customer
Service
Customer
Loyalty

3 Strategic Options for Services
8
Launch New Services
Improve Existing,
Successful Services
Do away with
Unsuccessful Services
When to Use This Strategy:
› Dipping Profits
› Losing to competition
01
02
03
› Substantial profits from current
services
› Opportunity to increase the
current market share with better
value proposition & go-to-market
model
› Lack of substantial resources to
move to new services
› Attractive business opportunities
in new, emerging markets
› High customer demand and
customer growth in new areas
› Unbeatable value proposition &
go-to-market model to
successful capture market share
in new service

4 Steps to Create the Perfect Service Strategy
9
Gathering Service Insights
› Service Analysis
› Competitor Analysis
› Customer Analysis
› Your Text Here
Explore New Service Ideas
› New offerings in service
› New use cases
› New services
› Your Text Here
Prioritizing Ideas
› Prioritization Matrix
Service Roadmap
› Roadmap/Timeline

Step 1 - Gathering Service Insights
The first step to creating service strategy is to perform market
research including product performance, target customer and
competitor analysis.
10

SWOT Analysis of Our Service
11
Strengths
› Strong background and deep pockets
› Customer centric
› Cost leadership
› Efficient delivery network
› GLOCAL strategy
› Acquisitions
Weaknesses
› Shrinking margins (372 Crores $)
› Tax Avoidance issue
› High Debt
› Product Flops
Opportunities
› Backward integration
› Global expansion
› Acquisitions
› Opening physical stores outside U.S
Threats
› Low entry barriers of the industry
› Government regulations
› Local competition

Customer Journey Map- Template 1
12
Awareness Discovery Ordering Waiting Receiving Consuming Sharing
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FeelingDoingThinking

Customer Journey Map- Template 2
13
Stages Research Book Appointment Arrive and Check in
Wait During
Servicing
Check Out Follow-up
Doing
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Thinking
› How much will this cost?
› What’s near me?
› How can I contact them?
› Are the flexible? Can I just show
up?
› What’s the fastest way to book
an appointment?
› Can I cancel or reschedule?
How?
› Is it easy to find get there?
› Where di I perk?
› Where do I go ? Who do I talk
to?
› What can I do while I wait?
› Would I rather wait here or
come back latte?
› Will it be done on time? How will
I know?
› Will a mechanic tell me exactly
did they did?
› Will I understand what she is
telling me?
› What is the cost breakdown?
› Where is my car? Is it in the
same sport?
› When will I need to bring my
care in again?
› What requires mechanic, and
what can I do on my own?
Feeling
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Customer
Experience
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Opportunities
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Name Resolution Time Abandon Rate First Response Time
Will Smith 29 minute 31% 4 minute
Tony seelig 26 minute 28% 4 minute
Steve Redden 25 minute 25% 3 minute
Will Cass 25 minute 22% 3 minute
Ben Marley 24 minute 20% 3 minute
Customer Service Metrics
14
Name Resolution Time Abandon Rate First Response Time
Tom Smith 2 minute 1% 1 minute
Jack Bay 3 minute 2% 2 minute
Steve Dunn 3 minute 3% 2 minute
Will Cass 4 minute 3% 3 minute
Ben Marley 4 minute 4% 3 minute
Top 5 Support Agents Bottom 5 Support Agents
Daily Abandon Rate during last week Resolution time by Channel Volume of Customer incidents over past week by channel
0%
10%
20%
30%
Monday Tuesday Wednesday Thursday Friday
9 AM.12PM 12 PM.3PM 3 AM.6PM 6PM.9PM Overall
0%
20%
40%
60%
80%
Within 1 hour 1-6 Hours 6-12 Hours 12-24 Hours >24 Hours
Email Telephone Social Media
0%
100%
200%
300%
Monday Tuesday Wednesday Thursday Friday
Email Telephone Social Media Total
Number of support
incidents this week
Average First Response
Time (minute)
Average Resolution
Time (hours)
First Contact
Resolution
Average Waiting
Time (minutes)
Abandon
Rate
1320 7 20 73.2%2.3415%
Customer
ServiceDashboard

Customer Satisfaction Survey Results
15
Very Satisfied
Satisfied, 41.5%
Neutral
Unsatisfied
Very Unsatisfied
This graph/ chart is linked to excel and changes automatically based on data. Just left click on it and select “Edit Data”.

Customer Satisfaction Survey Results
16
What is my market size?
Local
Women
18-34 70%
($12.5M)
35 to 55 30%
($7.2M)
Target Market
0K 100K
45K
Prospects
Total Market in Dollars
$150 billion/year
Market Size
$19.7M

Target Market Size & Growth Rate
17
0
10
20
30
40
50
60
70
80
90
100
2017 2018 2019 2020 2021 2022 2023 2024
MarketSize(RMB100Million
Growth Rate
Market Size
Target Market Size and Growth
Is my market growing?

Market Adoption Curve
18
My target customers fall most into which category – Innovators, early adopters or laggards?
Innovators
Early adopters
Early majority
Late majority
Laggards
Penetration of
Target Market
Time
10%
40%
40%
10%
2.5%

Market Insights- PESTLE Analysis
19
Have there been any changes in the political, economic and legal environment that could impact the service?
Environment
Politics
Economics
Society
Technology
Legislation
› Stability of government
› Potential changes to legislation
› Global influences
› Economic growth
› Employment rates
› Inflation rates
› Monetary policy
› consumer confidence
› Income distribution
› Demographic influences
› Lifestyle factor
› International influences
› Changes in information technology
› Take-up rates
› Tax policies
› Employment laws
› Industry regulations
› Health and safety regulations
› Regulations and restrictions
› Customer attitudes
P
E
S
T
E
L This slide is 100% editable. Adapt it to your needs and capture your audience's attention.

Porter’s Five Forces Analysis
20
03 0502 04
› Barriers to entry
› Economies of scale
› Brand loyalty
› Capital requirements
› Cumulative
experience
› Government policies
› Access to distribution
channels
› Switching costs
Threat of
new entrants
Rivalry among
existing competitors
› Number of competitors
› Diversity of
competitors
› Industry concentration
› Industry growth
› Quality differences
› Brand loyalty
› Barriers to exit
› Switching costs
Threat of substitute
product or services
› Number of Substitute
services available
› Buyer propensity to
substitute
› Relative price
performance of
substitute
› Perceived level of
service differentiation
› Switching costs
Bargaining power
of buyers
› Number of customers
› Size of each customer
order
› Differences between
competitors
› Price sensitivity
› Buyer’s ability to
substitute
› Buyer’s information
availability
› Switching costs
Bargaining power
of suppliers
› Number of Suppliers
› Size of Suppliers
› Uniqueness of each
supplier’s product or
service
› Focal company’s
ability to substitute
› Switching costs
01
How will the service be impacted by the market forces?

Competitor Analysis
Competitor A Competitor B Competitor C Us
Service Feature A
Service Feature B
Service Feature C
Service Feature D
Service Feature E
Service Feature F
Service Feature G
Service Feature H
Service Feature I
21This slide is 100% editable. Adapt it to your needs and capture your audience's attention.

Target Market Profile
22
Who are my customers? What are their needs, buying behavior?
Target Description
Target Description
› Your Text Here
› Your Text Here
› Your Text Here
Their needs
› Your Text Here
› Your Text Here
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Their enemy
› Your Text Here
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Insights that tell their story
› Your Text Here
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What do they think now
› Your Text Here
› Your Text Here
› Your Text Here
How are they buying?
› Your Text Here
› Your Text Here
› Your Text Here
We want them to think/feel/do
› Your Text Here
› Your Text Here
› Your Text Here

23
Step 2 - Explore New Service Ideas
Focus on service innovation by performing customer needs
analysis, competitive scenario, and market needs. Come up
with new use cases of existing service or new services to
expand your service line.

Innovate to Remain Relevant
24
New Service for
Existing Market
New Service for
New Market
Augmentation of
existing service line
(e.g. new menu items)
Style Changes:
Modest visible changes
in appearances
Service Improvements:
Changes in features of
currently offered service
Radical
Innovations
Incremental
Innovations

New Service Development Cycle
25
People
Product
Technology Systems
Full Launch Development
Design Analysis
Enablers
Tools
TeamsOrganizational
Context
› Formulation of new services
objective/ strategy
› Idea generation and screening
› Concept development and testing
› Service design and testing
› Process and system design and
testing
› Marketing program design and testing
› Personnel training
› Service testing and pilot run
› Test marketing
› Full – scale launch
› Post – launch review
› Business analysis
› Project authorization

New Service Strategy
26
Service Description
› Text Here
› Text Here
› Text Here
Service Features
› Text Here
› Text Here
› Text Here
Service Benefits
› Text Here
› Text Here
› Text Here
Service Economics
› Price - XX
› Cost - XX
› Margin - XX
Service Budget
› Text Here
› Text Here
› Text Here
Launch Date
› Text Here
› Text Here
› Text Here

Step 3 - Prioritizing Ideas
Map out the opportunities on a matrix to see which service
opportunities carry the maximum value and the amount of cost
and effort to bring them to market.
27

Scoring Service Ideas
28
Service Idea 1 Service Idea 2 Service Idea 3
Value
Profit 11 6 5
Unique Selling Proposition 7 9 4
Customer Value 4 6 3
Service Demand 9 2 6
Total 31 23 18
Cost
Resources 11 4 9
Manufacturing 2 3 7
Distribution 9 3 7
Sales & Marketing 6 2 8
Total 28 12 31

Service Ideas- Prioritization Matrix
29
COST
Low High
VALUE
LowHigh
Go for It! Risky but Worthy
Drop TheseRefine These for More Value
Text
Here
Text
Here
Text
Here
Text
Here

30
Step 4 - Service Roadmap
Lay out the milestones, responsibilities and deadlines to build
the service and roll it out in the market. A roadmap keeps
everyone on the same page and aligns all efforts towards
successful development of the service.

Service Roadmap
31
Your Text Here
› Your Text Here
› Your Text Here
› Your Text Here
Q1 Q2 Q3 Q4 Q1 Q2 Q3 Q4 Q3 Q4
Your Text Here
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FY 2018/19FY 2017/18 FY 2019/20
Text Here
Text Here Text Here

Sales Strategy
33
Key Metrics Last Year This Year Target
Total Revenue $275.6M $281.7M $300M
Customer Retention
Rate
72% 77% 82%
Sales Pipeline
Revenue
$150.62M $145.56M $175M
Customer Acquisition
Cost
$10,450 $9,675 $9,000
Team Size 150 172 200
Profit Margin 45% 46% 48%
Pipeline Targets Sales Targets
07
06
05
04
03
02
01
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Digital Marketing Plan
34
Content
Whitepaper Development Webinars Content Creation Initiative #6
Newsletter Sing Up
Plugin
Blog Post Developments Video W/Lead Capture Home Page Redesign
Paid Organic Search
Analytics Development Competitive Analysis Keyword Research New Bar
On Site SEO Improvements Ad Roll Campaign Iteration
Paid Organic Search Initiative
#6
Display Advertising Analysis
Email Marketing
In Trial Drip Campaign A/B Message Testing Conversion Initiative #4
Onboarding Optimization
Social Media
Influencer Outreach Program Social Media Initiative #4 Social Media Initiative #4

Sales
Marketing
R&D
Operation
People
Financial and Admin
Operation Plan
35
Category Key Initiatives Prioritization Project Lead

Sample Strategies
36
Organizational Strategy Operations Strategy Examples of Companies or Services
Low Price Low Cost
U.S. first - class postage
Wal - Mart
High Quality
High performance design and? Or high quality
processing
Consistent Quality
Sony TV
Lexus, Cadillac,
Coca – Cola; Kodak, Motorola
Short Time
Quick response (Rapid delivery)
On - time delivery
McDonald’s Restaurants
Express Mail
FedEx; One Hour Photo
Newness Innovation
3M
Express mail
Flexibility
Variety
Volume
Burger King (Have it your way”)
McDonald’s (“Buses Welcome”)
Service Superior Customer Service
Disneyland
IBM
Location Convenience
Supermarkets, Banks, ATMs
Mall Stores

Service Strategy – Initiatives & Deadline
37
Key Actions Accountability Timing
Implement
Service Cloud
› Resolve approach for service tiers (including organization)
› Redesign workflow interfaces
› Configure and build pilot (Q2 goal)
› Develop implementation plans
› Launch “live” (train, convert, operate)
Lead - Tom
Support - Brandy, Dennis
Q3 2018
Rollout Service
Standards and KPIs
› Define/ refine key service performance indicators
› Evaluate and benchmark best practices
› Determine standard by level
Lead - Aly
Support - Brian, Williams
Q4 2019
Redesign our
Customer Success
Process
› Map current CS process and roles
› Evaluate workflow implication of new tools and standards
› Refresh CSS role definition and evaluate staffing
› Rollout priority changes (by segment)
Lead - Tony
Support - Amanda
Q 4 2020
Initiatives

Service Strategy - Key Metrics & Goals
38
Metric #1 25 30 50
Metric #2 45% 48% 50%
Metric #3 99% 99.5% 100%
Metric #4 72% 70% 90%
Metric #5 80% 75% 90%
Metric #6 XX XX XX
Key Metrics Last Year This Year
Baseline
Goals

Icon Slide for Creating Service Strategy for your Organization
39

Welcome to Our Agenda
41
1:00pm-2:00pm
9:00am-10:00am
10:00am-11:00am
11:00am-12:00pm
12:00pm-1:00pm
2:00pm-3:00pm
A
G
E
N
D
A
Company Introduction
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audience's attention.
Organization Chart
Our Mission Vision Values
Comparison
Roadmap
Thank You
01
02
03
04
05
06

Company Introduction
42
01 02 03
Target Audience
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it to your needs and capture your
Target Audience
Target Audience

Our Mission Vision Values
43
VisionMission Values
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editable. Adapt it to your
needs and capture your
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This slide is 100%
01 02 03

Our Main Goal
44
01
02
03
04
Goal
Goal
Goal
Goal

Text
Here
Text
here
Text
Here
Text
Here
Text
Here
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to your needs and capture your
Text Here
Name Here
Text Here
Name Here
Text Here
Name Here
Text Here
Name Here
Organization Chart
45

Comparison
46
vs
30%
Female Users
70%
Male Users

Bar Chart
47
70
65
40
45
35
25
19
30
50
18
0
10
20
30
40
50
60
70
80
90
100
FY '16 FY '17 FY '18 FY '19 FY '20
SalesInPercentage(%)
01 Product
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changes automatically based on data.
Just left click on it and select “Edit Data”.
02 Product
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changes automatically based on data.
Just left click on it and select “Edit Data”.
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Pie Chart
48
Product 01
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and changes automatically based on
data. Just left click on it and select
“Edit Data”.
Product 02
“Edit Data”.
Product 03
“Edit Data”.
Product 04
and changes automatically based
on data. Just left click on it and
select “Edit Data”.
Product 05
and changes automatically based
on data. Just left click on it and
select “Edit Data”.
18%
12%
21%
27%
22%

Dashboard
49
Text Here
Text Here
Text Here
Text Here
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30% 45% 60% 95%

Circular Diagram
50
Text Here
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and capture your audience's attention.
Text Here
Text Here
Text Here
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needs and capture your audience's attention.
Text Here
Text Here

Roadmap
51
Text Here
Text Here
Text Here
Text Here
Text Here
Text Here
End
Start

Timeline
52
2020
2018
2019
2017
2016

01 02 03
Thank You
53
Address
# street number, city, state
Contact Numbers
0123456789
Email Address
emailaddress123@gmail.com

Creating Service Strategy For Your Organization Complete Deck

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Creating Service Strategy For Your Organization Complete Deck