Heathrow Airport needed to develop a Service Standard for all suppliers and contractors to avoid poor customer feedback. The Engine Service Design Team worked with the airport to define the customer service standards and to align with the ‘Make Every Journey Better’ strategy and improve the passenger experience. The service standard is now included in all third-party contacting and SLAs, resulting in significant increases in staff and passenger satisfaction.
Identify the difference between what you do today and what your future customers don’t yet know they need. Reimagine the future.
Unlock new value by imagining, designing and piloting services and experiences your colleagues are inspired to deliver and your customers will love.
Mobilise your organisation with a plan to change, build or buy what’s needed to deliver new services and experiences.
When legacy issues and disjointed ways of working are impacting your customer experience and critical metrics, you need a trusted partner to guide you.
When you need to think differently to stay ahead, but you’re unsure how to differentiate your customer experience, you need a trusted partner to guide you.
How design-led companies get more of the right services to market faster
With this book, the authors show you how to instil an outside-in approach to strategy; moving away from management that’s technology, marketing or resource optimization-led, to one that is customer-inspired and experimental with innovation.