Service

Align offering.

More important than your products and services, is how they’re delivered.

Service organisations should look beyond their offering in order to differentiate themselves from their competitors. Lab helps outline what your audiences expect from your brand and service.

How can we improve your brand’s service performance? Let’s talk.

Service topics

Sales strategy.

Uncover broad market needs as a means of connecting customers to desirable products and removing any barriers to entry during the process, thereby aiding sustainable growth and cultivating lasting customer relationships.

    • Evaluate your current sales strategy and its effectiveness.

    • Offer clear guidance and objectives to your sales team.

    • Understand your core buyer personas and their motivations.

    • Simplify your sales strategy, reducing barriers and complexity.

Product architecture.

Evaluate the strength of your brand’s product structures to ensure they are practical and intuitive, limiting the risk of market confusion and disparity, thereby enhancing message clarity and maximising customer loyalty.

    • Define the features and functions relationship with your offerings.

    • Articulate clearly how your products address your customer’s needs.

    • Evaluate how your target market perceives your products.

    • Optimise the transfer of equity between your product brands.

Service design.

Invest thought and make conscious choices about the way you deliver your services, ensuring a deliberate approach that benefits your brand and your customers, ultimately leading to an increase in understanding and satisfaction.

    • Assess the relationship between your offer and its delivery.

    • Examine the quality of interactions between your brand and customers.

    • Analyse the delivery of your brand promise.

    • Isolate processes that frustrate customers and cause friction.

Customer service.

Most employees are potential ambassadors for your brand; assess how consistently they are delighting your customers with stimulating and memorable experiences and if they harness adequate resources and training.

    • Your people are walking, talking representations of your brand.

    • Determine if your people harness the tools to provide excellent service.

    • Assess how your brand’s promise is being delivered by your people.

    • Gain insights into your customer’s experiences and address pain points.

Innovation.

Your competition is continually looking for ways to satisfy your customers’ needs better than you; harness innovation to build competitive offerings as strategic barriers to entry and to ensure they remain at the forefront of the industry.

    • Pinpoint how you can become the disruptor, not the disrupted

    • Outline areas where your competition may already be ahead of you

    • Hone your innovation focus to tasks that will have the greatest impact

    • Devise an innovation strategy that encourages action over reaction