A brief point of view on how to generate Service Capital for organisations. A crucial outcome for any Service Design project.

1. Proto Partners helps companies hear the needs of customers
in new ways, in order to create new and improved service
solutions that deliver financially sustainable outcomes.

2. A quick overview
on how to create
Service Capital TM
© 2009 Proto Partners. Confidential & Proprietary.

3. What We Do
We help organisations identify where, when
and how their services can be improved and
made more valuable for both themselves and
their customers.

4. What is Service Capital?
Service Capital TM
is the capital that you
generate with your customers as a result of
structuring your service so that it creates an
ongoing positive experience

5. TM
How do I create Service Capital
You create Service Capital TM
by first
understanding what your customers are looking
for, then setting up your service product and
processes to deliver a great experience across
all touch points

6. How do I maintain Service Capital?
You maintain Service Capital TM
by continuing to
monitor your service delivery against the right
service experience metrics and then finding
ways to improve delivery as a customer
expectations shift and increase over time.

7. How do I measure Service Capital
You measure Service Capital TM
by using the Net
Promoter Score as a customer loyalty metric
that the whole company can understand and
work towards improving.

8. Service Capital Model
Service
Design
Design the right
propositions for
the right
customers.
s
ise
m
ak
om
in
pr
g
pr
g
lin
om
ab
Service
ise
en
s
Capital
Capability Service
Development Delivery
Develop capability
Deliver every
to continue
keeping promises promise at lowest
to delight
cost
customers
© 2009 Proto Partners. Confidential & Proprietary.

9. How we do it
Realise & Monitor Discover
4 1
From Information to Insights
From Prototypes to Realisation Shared
V
Value
/ source customer feedback - / determine business obj’s,
response, sales, revenue, KPI’s, Establish Vision
responsiveness V Better People / speak with customers, staff
/ monitor staff, systems, Services to understand current state
against customer service / map current customer
V
goals journey
Systems
Increased
Service
Capital
Happier
V
Develop Design
3 2
V Revenues Customers
From Ideas to Prototypes From Insights to Ideas
Service
/ start implementing new
Propositions / take learnings from customers
systems and processes to
and staff to develop service
deliver desired customer
ideas, systems, processes
experience Touch-
/ determine key customers
/ develop and specify guidelines, points
training, sales scripts V touchpoints and connect to
internal support systems
© 2009 Proto Partners. Confidential & Proprietary.