The Essential Guide to Service Design

The best customer service doesn’t not only meet customer needs but works to exceed expectations by solving towing service customer problems they didn’t even they had. Service design involves adapting service to improve its ability to satisfy customer needs. The whole point of service design services is based on customer needs to provide a final product that is relevant, and appealing as well as fully user friendly. It is what makes a customer choose one brand over the other, even if products and services are identical.

If you want to end up with a product or service that is differentiated, here are service design principles you need to adhere to.

Build the services around your users

The most important step in service design involves designing your services following customer needs and expectations. You need to ask your customers for feedback and listen to what they have to say. You can go ahead and set feedback systems in the form of surveys and online data collection formats that can help you get the much-needed data from your customers.

Involve users in every step

You must involve users in every step of the process. Users want to feel valued and empowered and are part of the brand you are promoting. Just as brands want to get insights into the customer journey, likewise, loyal customers want insights into a brand’s journey as well. You need to continuously engage your customers to be part of your brand. You need to ensure your most ideal customers are fully involved with your brand and understand what is happening daily.

Embrace Brand Transparency

Service design will be a reminder to brands that they need to deliver services in a manner that is very transparent with customer needs. What will attract customers to a specific brand’s services is by knowing that the brand can be trusted. In your delivery of services, you need at all times aim a delivering a service that exceeds user expectations. Doing so is what will help in transforming a one-time customer to become loyal and returning one.

Base your work on customer Journey

You need to base your design process around the customer journey. This journey will entail discovery, education, purchase, post-purchase engagement, and advocacy. It will be easy to rest easy once you are aware a customer has reached certain vital steps in their journey. If you don’t continue interacting with a customer, they will forget about your brand and existence, lose interest and even move to a competitor. To meet and exceed customer expectations, brands need to plan on how to move customers along the steps in the lifecycle up to a point they can become evangelists of your brand.

Provide moments of delight

The best services are those designed to change things up once in a while. Those simple moments of delights are what make a lifetime customer feel like their loyalty is worthwhile. When you have to message your customers and prospects, you also need to be very consistent with your messaging.

What You Need to Know About Business Process Automation

It is no secret that 30 percent of marketers are making use of automation to help them in personalizing customer engagements and interacting with their prospects. The adoption of artificial intelligence in almost all sectors of life including landscape maintenance has made tasks easier. When marketers are using business process automation, they have more time for high level and most creative tasks. Automation presents processes that allow teams to get more done.

Business Process Automation

Business process automation happens when a company makes use of technology to complete their day to day tasks and other menial processes. It is a cost-effective process that is quite efficient and can streamline processes in a company. Additionally, it also gives employees extra time to focus their energy and resources on tasks that matter most.

You can use business process automation in many departments and business units including marketing, sales, human resource, and customer service. If a process is repeatable, it needs to be done with as little human error as possible.

Here are some of the most common benefits associated with automation.

Saves Time

At the end of the day, simple tasks take a lot of time than desired. While these tasks are quite important and can’t be ignored, they do not necessarily have to be done by humans. Business process automation will save your employees time and resources so that they can focus their efforts on other things. Additionally, time saved will be directed on other higher ‘level tasks that truly matter.

Reducing human error

Each time we are presented with more work, the brain slows down and we fall capable of human error. We are humans and when there is a lot of work on our desk, we tend to get overwhelmed. With automation, you will not have to worry about human errors as a result of negligence, carelessness, or tiredness. With automation, you also have the benefit of having tools that can send reminders in case humans forget.

Results in happier employees

Menial tasks are usually the most hated in any employee circles. People don’t like doing these types of tasks because of how time-consuming they are. If you can put in place institutions and processes to ensure these menial tasks are worked on, you will leave your employees happier. Automation is also very important in streamlining processes and information. A business process automation software can have the entire process documented, and this information can be availed to teams. Additionally, information and notifications can be customized according to expectations.

Improving customer satisfaction

When processes are streamlined, you will be typically running a successful marketing campaign and responding to customer inquiries keenly. Doing so will lead to happier customers. For tasks that need to be done professionally and you have automated them, it will lead to higher compliance of standard and efficiency, meaning you will be promoting your brand to one that is very competent in the dissemination of tasks. With a lot of tools at our disposal than ever, there has never been a better time to automate processes than now.

Most Used Qualitative Research Methods by UX Researchers

From time to time, you might have heard the phrase, numbers don’t lie. However, as a business owner, you can’t just tell how satisfied your customers are by just looking at the numbers – you need to do much more. Towing companies such as use descriptive approaches to measure customer perception and response. Business owners need to have an understanding of how customers feel and think about a business. You can’t tell the perspective of customers in light of business by just looking at the sales numbers.

Understanding qualitative research

Qualitative research defines a form of exploratory research that is meant to uncover motivations, perceptions, and attitudes driving customer habits. Researchers use qualitative research to guide the creation of hypotheses, which can then be proved right or wrong through quantitative research. While qualitative research is focused on describing customer perceptions, trends, and attitudes, quantitative research on the other hand confirms or rejects subjective findings.

Here are the most commonly used types of qualitative research.

Ethnography research

Ethnographic research is one of the most used methods of qualitative research. It involves researchers entering participants’ natural environments to understand how they use a product. It helps in providing contextual and cultural insights into what happens to customers every day. Businesses make use of ethnographic research when they want to understand customer behavior. Assume you are a business that wants to create a new product. You can use this form of research to understand customer pain points and expectations, to design a better product.

Narrative Research

Narrative research involves the use of in-depth interviews and document analysis. It involves one or two participants being interviewed over a long period, spanning from weeks to years. Doing so helps in creating a conclusive and individualized story that offers clear insight into how personal goals influence consumer behavior. Narrative research can be particularly helpful when coming up with buyer persona because you will be following a customer journey from start to finish.

Case Study Research

The use of case study research involves employees reading several case studies to gain a deep understanding of a topic. Because what is read is based on real examples, researchers normally find similarities between their business and the case study.

This type of study helps organizations simulate changes before they can release them to the public. Case studies can also be very useful tools for customer advocacy.

Phenomenological Research

The use of phenomenological research combines different research methods including interviews, reading, and observation, to help respondents, describe a place, process, or action. It uses descriptions that are entirely based on the perspectives of the participants because the study analyzed people who have firsthand experience on the subject. One area that can greatly benefit from using this type of research is exploring how employees or customers feel about certain company policies.

Another useful research methodology is grounded theory research, which deals with uncovering explanations behind certain activities. It is done by interviewing large samples of customers and performing in-depth document research to better understand how customers use products.