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.
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