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Living Service: How to Deliver the Service of the Future Today by Mohi Ahmed, Marc Silvester

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Chapter 4. Accelerating Customers’ Opportunities

In this chapter, we share the lessons we have learned in developing services that accelerate customers’ opportunities. We highlight some pointers that you should bear in mind while solving customers’ problems and turning them into opportunities.

We will show how ‘templates’ (the recipes in the baker’s story) can allow us to deliver elegant simplicity. Simultaneously, we will show how to make both our own and the customers’ processes transparent, in order to design collaboratively and deliver the service. Such an approach can turn problems into opportunities.

Focus on elegant simplicity

In the baker’s story, we saw how Sally (solving) used simple recipes which made both her own and Des’s life much easier. ...

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