The Secret Powers of Customer Insights / Emma Laurentz / Episode #86

Service Design Show

Customers don't care about your internal departments. They only care about the experience they have with your service. So in order to deliver great services you need to organise around your customer. Not the other way around. But breaking down internal silos is easier said than done. Many have tried and failed. Big time. In this episode you'll learn from Emma Laurentz how customer insights can help to build those much needed internal bridges. Because when used in a smart way customer insights are one of the most powerful instruments you have to gently force stakeholders cross the borders of their own department. So the question then becomes what does it take to get the most value out customer insights? How can you best harness their secret powers? That's what you're going to find out in this chat with Emma! If enjoyed this episode and it inspired you please consider sharing it with just 1 other person you know. Every. Share. Counts. :) ----- [ GUIDE ] ----- 03:00 - The first encounter with Service Design. 04:30 - What if organisations would work in a cross-functional way? 12:15 - How can we create more value through customer insights? 22:10 - Why should we try to aim for a common language? 29:15 - Big question: what prototyping methods are you using ----- [ LINKS ] -------- * https://www.linkedin.com/in/emma-laurentz-9208331a/ * ----- [ MORE ] ----- Enjoyed the show? Take a look at some of the other episodes. https://go.servicedesignshow.com/spotify YOUTUBE Every episode of the Service Design Show is also available as via the official YouTube channel. https://go.servicedesignshow.com/youtube FACEBOOK Check the Facebook page where you'll find more content and can discuss the episodes. https://go.servicedesignshow.com/facebook INSTAGRAM Get an exclusive behind the scenes look of the Show. https://go.servicedesignshow.com/instagram ----- [ FREE COURSE ] ----- HOW TO EXPLAIN SERVICE DESIGN Learn what it takes to get your clients, colleagues, managers, CEOs and even grandmas as excited about service design as you are! https://servicedesignshow.com/free-course