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Service Innovation for Impactful Business Results Within Six Weeks

From Idea Generation to Execution Ready

Ideal for your upcoming business plan

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SERVICE DESIGN For Supreme Customer Experience

© SGS Hong Kong 2015 – All right reserved

Service Design is about having the creative mind-set,skill-set and right tools to continuously surpasscompetition and oneself in customer experience.Innovation should be the outcomes of group effortsfrom various business functions instead of anindividual or a department within brands.

© SGS Hong Kong 2015 – All right reserved

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In SGS we take scientific approach in designingimpactful services which is the key for brands tocreate competitive advantages in customerexperience.

We make innovation ordinary. We see successfulbrands are built when innovation becomes a habit.Our Service Design helps our clients to consistentlygenerate ideas and bring service promises to life.

© SGS Hong Kong 2015 – All right reserved

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Science is at the core of Innovation

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Carl Jung

1875-1961

Psychology gives innovation directions

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Innovation is a team effort

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New Services creates multi-levels emotional impact

A structured Customer

Feeling Management (CFM)

methodology

To analyze, enhance and

monitor the degree of positive

feelings on customer journey

Can be applied in all types of

touch-points and in all kinds

of business models

It is portrayed in the shape of

a 4-level pyramid, lower

feeling impact at the bottom

and highest feeling impact at

the top

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With our tools, you are ready to… Service Design

Service Co Creation Tools

Customer Insight Templates

Customer Feeling Management tools

For more information, please contact

SGS SYSTEMS & SERVICE CERTIFICATIONPhone: (852) 2765 3620 E-mail: hk.ssc@sgs.com

SERVICE DESIGN

© SGS Hong Kong 2015 – All right reserved