Service – Your P.O.D Angela James CEO Align-Ed

“There's no greater purpose than service to others.” Socrates

Experience Economy – Joseph Pine

Product Economy Features

Agrarian or Farming Economy

Commodities

Service Economy Benefits

Experience Economy Memories

Transformation Economy

Individualized

Points of Difference

•is a story

•is an experience

•has a drama

•has characters

Business …

Peter Denning: The Leader's Guide to Storytelling: Mastering the Art and Discipline of Business Narrative

The action of helping or doing work for someone. – google.com

serv·ice - 1 [sur-vis] Show IPA noun, adjective, verb, serviced, servicing.

Noun

an act of helpful activity; help; aid: to do someone a service.

Adjective

.of service; useful.

pertaining to, or used by servants delivery people, etc., or in serving food

supplying aids or services rather than products or goods

Verb (used with object)

to supply with aid, information, or other incidental services.

Idioms

at someone's service, ready to be of help or use to someone; at one's disposal

Good works in action

be of service, to be helpful or useful

http://dictionary.reference.com/browse/service -

So what is Service?

Service Business Definition:

Delivery of work by a person or group for the benefit of someone else.

Assistance offered by a business to its customers. For example, an appliance dealer is known to offer excellent service to its customers.

http://business.yourdictionary.com/service

And …

Servant Leaders

“Not everybody can be famous but everybody can be great

because greatness is determined by service... You only need a heart full of grace and a soul

generated by love.”

“Service which is rendered without joy helps neither

the servant nor the served. But all other pleasures and

possessions pale into nothingness before service which is rendered in a spirit

of joy.”

“It is better to lead from behind and to put others in front,

especially when you celebrate victory when nice things occur. You

take the front line when there is danger. Then people will

appreciate your leadership.”

Servant Leaders

Love cannot remain by itself — it has no meaning.

Love has to be put into action, and that action is

service

Using your promise, strengths, talents and resources in good work/s in action that contribute to the

enrichment of others

This applies equally to organisations and small businesses as it does to individuals

definition …

• Power shift from the business to the customer as customers are more informed and thus more demanding

• Challenges to keep up with changes in technology

• Team members disenfranchised, dependent and de-motivated

• Products and services are more and more commoditised and sustainable differentiation is more and more challenging

• Bureaucracy, red tape and silo’s immobilize customer service

• Apathetic and reactive customer responses are the norm

• Customer service training offerings are more of the same

• And … 21st Century Customers choose to engage with organizations that offer authentic brand and service experiences

Sound familiar …

• Being of service and serving others became your POD?

• Your team were excited about your Promise and Brand, your story, your

customer experience?

• Your Team executed excellent service time after time

• Your customers were engaged and delighted?

• Integrated Service Delivery underpinned Your Business growth?

• What would an Authentic Brand and Customer Service be worth to you,

your business and your people?

So … What if …

Your Service Delivery and Business Story became …

Your Competitive Advantage?

Your POD or Point of Difference?

What If…

A specific strategy for and culture of Service?

Translated this strategy and culture into your cause and crusade for behind you POD - Service?

Infiltrated your Service Culture into all levels and across all functions of your business?

Have you …

Business Process Model

Copyright 7 Generations Network CC. All Rights Reserved. Amended Sept 2009

Strategic Thinking

Stra

tegic P

lannin

g

Strategic Implementation

Str

ate

gic

Monitoring

Finance and Administration

Sales and Marketing

Production

People

Strategic Thinking

What and Why

Strategic Planning

Operational Planning

Strategic Thinking

The How we are going to get there

On Purpose

Best in Our World At Passionate About

On Purpose

Best in Our World At Passionate About

Common to both

Translated from your purpose into:

• Mission – why you exist

• Vision – where you are going – the compelling view of the future

• Values and value behaviours

Which is translated into your story that evolves into:

• your brand – the external representation of your story to your

customers and suppliers

• your culture – your heart and soul

That is translated into authentic service experiences and

acts of good work that contribute to the upliftment of others – your staff and your customers

Your Strategic Thinking is

Service Authenticity

Business Strategy

Business Story

External Brand

Messages and Media

Internal Brand

Business Culture

Me

Alignment of Values And Communications Execute / perform

Your PODs

Brand Loyalty Environment – Customer Expectations Brand Promise

Feedback Loop

Everywhere!!!

Where do you tell your story

Telling your story to those for whom you are solving a challenge and for those who you want to buy your product and services

• If you are not on the web you are no where

• If you are not involved in Social Media you are also no where – twitter, facebook, Linked In, pinterest, you tube etc.

• Marketing plan

• What are you selling?

• What problem are you solving?

• What is your experience / your story?

• To whom are you selling your solution?

• What do you want them to know about you?

• Where do they find you – media / social media / agencies / associations

• How do you get leverage from the agencies and associations that are a part of the industry?

Marketing

Angela James

CEO Align-Ed

0825664236

www.choices-sa.co.za

https://www.facebook.com/freewillchoice

www.align-ed.co.za

https://www.facebook.com/Align-ED-440174809446569/timeline/

invites you to …

Tell your story Thank you