Service Strategy Worksheets & Templates

Managing Editor

There are five main elements of a service (below). Every service starts with a customer need. A customer journey fulfills the customer need, which creates customer value. A customer journey is made up of customer interactions with the stage and agents, which can include physical locations, people, digital applications and machines. Service operations manage the customer journey. Service operations are a portfolio of processes executed by people, infrastructure, and partners.

service strategy elements framework


To get you started on developing a killer service strategy, experience and customer journey, download the service strategy worksheets & templates. Included in the Powerpoint:
1. Customer journey map
2. Service benchmarking template
3. Service brainstorming template
4. Service prioritization matrix
5. Service journey roadmap
6. One-page service operations strategy




 Learn more about Joe Newsum, the author of all this free content and a McKinsey Alum. I provide a suite of coaching and training services to realize the potential in you, your team, and your business. Learn more about me and my coaching philosophy.
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