The document discusses why service management fails and how to improve the customer journey. It explains that the customer journey maps the emotions a customer experiences during interactions. Poor experiences can be caused by unexpected issues, waiting, lack of control or information. To improve the journey, the key factors are guidance and control for the customer, clear communication, and creating a self-sustaining knowledge ecosystem. Drawing the customer journey and focusing on these factors can enhance service excellence.

1. Why your Service
Management fails
Alexander Janssens
Teamleader & Consultant with a passion for Service Excellence

2. Customer Journey

3. Customer Journey
A visual representation of the emotions your customer
experiences during each interaction or in between interactions

4. Customer Journey
A visual representation of the emotions your customer
experiences during each interaction or in between interactions

5. Customer Journey
· Coworkers in other departments
· External companies buying your services
· Consumers
· Citizens

6. Customer Journey
A visual representation of the emotions your customer
experiences during each interaction or in between interactions

7. Customer Journey
· Conversation
· Email
· Webpage
· Social Media

8. Customer Journey
A visual representation of the emotions your customer
experiences during each interaction or in between interactions

9. Customer Journey
A visual representation of the emotions your customer
experiences during each interaction or in between interactions

10. Purchase
A new watercooler
Time
Emotion

11. Purchase Break-down
Not very durable
Time
Emotion

12. Purchase Break-down Call for help
Time to contact the supplier
Time
Emotion

13. Purchase Break-down Call for help
Start of the unknown
Time
Emotion
Big unknown

14. Purchase Break-down Call for help
Fixed!
Time
Emotion
Big unknown Resolved

15. Time
Emotion

16. Customer Journey
A visual representation of the emotions your customer
experiences during each interaction or in between interactions

17. Customer Journey
· Why
· Positive emotions all the way matter
· Happy customers make for happy service providers
· Happy customers make for easier service delivery

18. What causes these shifts in emotions?
· An unexpected occurence (something breaks)
· Waiting, a lot of waiting
· No control of what is happening
· Dependent on others
· Lack of information

19. How can we fix that?
· Key factors!
· Guidance & Control
· Communication
· Selfsustaining ecosystem

20. Purchase Break-down Call for help
Guidance & Control
Time
Emotion

21. Guidance & Control
· Clear structure, based on customer needs
· Commitment on experience, not the service

22. Guidance & Control
· Control to the customer
· Availability of information
· Partely independent

23. Purchase Break-down Call for help
Guidance & Control
Time
Emotion

24. Purchase Break-down Call for help
Guidance & Control
Time
Emotion

25. Purchase Break-down Call for help
Communication
Time
Emotion
Big unknown

26. Communication
· Use the language of the customer
· Tell them what is going on, always
· People don’t mind waiting

27. Communication
· Provides information to the customer
· Waiting, but less of the unknown

28. Purchase Break-down Call for help
Communication
Time
Emotion
Big unknown

29. Purchase Break-down Call for help
Communication
Time
Emotion
Big unknown

30. Purchase Break-down Call for help
Communication
Time
Emotion
Big unknown Resolved

31. Purchase Break-down Call for help
Communication
Time
Emotion
Big unknown Resolved

32. Selfsustaining ecosystem
· Central place for knowledge
· Published guides and solutions
· People don’t mind trying their own fixes

33. Selfsustaining ecosystem
· Active maintenance of knowledge
· Process for maintenance of knowledge
· Publish the knowledge to customers and
colleagues

34. Selfsustaining ecosystem
· Customer is more in control, independent
· Information is readily available
· Less waiting

35. Purchase Break-down Call for help
Communication
Time
Emotion
Big unknown Resolved

36. Recap!
· Draw your customer journey!
· Key Factors
· Guidance & Control
· Communication
· Selfsustaining ecosystem

37. Hungry for Service Exellence, meet me at stand
D82! (cupcake/vistekaartje/…)
Let’s work together towards Service Excellence!
Hungry for Service
Exellence?
Meet me at stand D82!