Comments on: A Service Design manifesto for Transformation http://blog.protopartners.com.au/2009/05/20/a-manifesto-for-transformation/ We believe in challenging the traditional approach to servicing customers. We believe in thinking differently by first understanding what it is like to stand in your customers shoes before we decide how to best service them. Tue, 13 Dec 2011 19:18:45 +0000 hourly 1 http://wordpress.com/ By: protopartners http://blog.protopartners.com.au/2009/05/20/a-manifesto-for-transformation/#comment-4 Thu, 21 May 2009 07:28:24 +0000 http://protopartners.wordpress.com/2009/05/20/a-manifesto-for-transformation/#comment-4 Hi Aidan, thank you so much for the feedback and the added ideas from Hilti. I am mindful that I didnt make our last phone appt. I apologise. I am going to Europe as it happens at the end of next week so will be away for a few weeks. I will call you upon my return.

I had a AHA moment today. I realised that for SD to be successful, we need to change something or solve something that up until now hasnt been able to be resolved. That is, we have been using product development and design toolkits to solve service problems or issues. Only(maybe stretching it, but stay with me) Service Design offers a toolset and skillset that is specifically design and developed to solve and improve service based issues. What do you think?

Love your blog and look forward to staying in touch.

Damian

]]> By: Aidan http://blog.protopartners.com.au/2009/05/20/a-manifesto-for-transformation/#comment-3 Wed, 20 May 2009 09:06:08 +0000 http://protopartners.wordpress.com/2009/05/20/a-manifesto-for-transformation/#comment-3 Hi Damian,

Great postings.

To support what you are saying :
The motto for the tool manufacturing company Hilti is to “passionately create enthusiastic customers” and the more you think about this the more it makes sense.
- Even if you are good at delivering your service, are your customers satisfied or are they “enthusiastic” about being your customers? There is a big difference because enthusiastic customers will do and say a lot more to support you and are happy to see you succeed.
- By “passionately” trying to create enthusiastic customers you are encouraging your employees to be enthusiastic themselves and this is an essential ingredient in creating the type of business environment that you want to be working in.

Keep up the great work on the manifesto,

Aidan

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