Service Innovation: How to Go From Customer Needs to Breakthrough Services
Course Description
Using the industry-tested Outcome-Driven Innovation theory, this two-day program transforms ODI theory into practice for service innovation. The first day lays the foundation for uncovering opportunities based on how customers judge value, with a particular emphasis on new service innovation. The second day provides insight into how customer needs can be uncovered to innovate current services and how customer needs can shape a winning service strategy. Throughout the course, participants’ knowledge is reinforced through practical tools and application to their businesses. Learning is enhanced through lectures, interactive discussions, simulations, and company applications.
The course is taught by Strategyn's Lance Bettencourt, the author of the newly-released book, Service Innovation: How to Go From Customer Needs to Breakthrough Services.
Audience / Eligibility
• General managers or divisional directors responsible for setting strategic direction within a service industry
• Product and market managers responsible for strategy, development, continuous improvement and innovation within a service industry
Topics/Objectives
• What is ODI? What makes it revolutionary?
• How does ODI define service opportunities?
• What are the steps in executing an ODI project?
• Why are jobs and outcomes necessary inputs for guiding service innovation?
• What are the unique aspects of service innovation as compared to product innovation?
• How should a market be defined to guide strategy?
• How do universal job maps aid an understanding of services?
• What are the three types of outcomes and how are they captured?
• How does ODI provide actionable market insights?
• How do markets evolve from a customer needs perspective?
• How is ODI used to develop a strategy to grow market share and market demand?
• How is ODI used to identify new service opportunities? How can adjacent markets for innovation be discovered?
Pricing
• $1,950 for the two-day class
• Early bird discount: $200 for registrants prior to July 1
• Contact us for additional discounts for five or more students from the same company
Tue Aug 24th - Wed Aug 25th
Qwest Learning & Conference Center
3898 South Teller Street
Lakewood, CO 80235
Registration: Click here
Instructor: Lance Bettencourt
For more information, please contact: Lauren Eney
