In wrapping up our 5 part recap series for the Smarter Services Symposium, I have more of a question or a challenge for our service business leaders as opposed to a recap. (Parts 1,2,3 and 4 can be found here). There were other takeaways around partner involvement, service ecosystem development and more that did come to the forefront, but its worth talking about this concept in the spirit of carrying on our discussion.
Takeaway 5 – Keep it Simple
Executives such as James Mylett from Johnson Controls, Bob Johnson from Sprint, and Cary Williams from Mettler-Toledo discussed the importance of simplifying service, both in regards to the employees delivering service as well as the customers seeking it. James Mylett spoke of a service simplification project at Johnson Controls where the organization worked on making it easier for front-line employees to get their jobs done with better tools and information and less administrative tasks. Similarly, Bob Johnson highlighted that the priorities for his business (at all levels) are to:
A mission such as that makes it easy for all to buy in with regards to the focus of the company (See Takeaway #1).
How do we go about simplifying the service discussion and make it less transactional and more relationship-oriented? Our employees are committed to delivering service and quite often as organizations we get in the way. Our customers want an easy way to get issues resolved and quite often get caught up in a quagmire of transferred calls, inaccurate information and more. I recently read an article on a system that Google used to simplify their search experience. Can some of these thoughts and principles be applied to concepts of service design and service experience mapping? Please weigh in if you have looked to simplify your service and the steps taken and challenges that have come in the way.
To learn more about the Service Council and ways in which you can connect with other service leaders, please complete the Service Connect membership enrollment form and a concierge will be in contact with you to discuss enrollment.