The Fine Print
Why “pushthelimit.com”?
“Push the limit” is all about the spirit of not accepting limitations. It is a powerful reminder that everyone has more potential than they think, and the only means of discovering it is stretching forward and pushing outward.
How? By engaging your potential now! Every time you refuse to accept limitations, you are actually creating even more potential! You are in fact, “pushing” your own limits. Neat, eh?
Practical Application:
One of our clients came to us because they were no longer satisfied with the power of their positioning. What they were not aware of, however, was their own strong preconceptions of the limitations on their potential. Discussing their future, their language was laced with “….but we are constrained by this, this, and this.” And they felt they had no choice but to accept those constraints as environmental limitations.
So what did we do? To begin with, we shifted their perspective from “unavoidable constraints” to “obstacles that can be overcome”. Within an hour or so, their whole team was thinking: “Holy smokes! We can be WAY better!” Each member of their team started getting excited about ways to overcome those constraints – to push their limits.
What happened? Quite simply, once they gained a better understanding of the nature of their obstacles, they found the freedom & motivation to consider strategies that could be applied to overcome them. So where they once felt resigned & powerless, they were now looking forward to finding the best ways to focus on achieving the goals that truly mattered to them.
They realized the power in pushing their limits. What about you?
What is “Service Value”?
Service Value comprises series of useful interactions with your customers for which they’ll enthusiastically exchange their money, effort or attention.
What is “Service Delivery”?
Service Delivery is the purposefully designed environment of interactions & activities through which businesses create & deliver extraordinary Customer Value. In other words, it is the art & science of combining unique sets of skills, experience & expertise and applying them to profitably attract & retain loyal customers!
What is “Customer Value”?
Quite simply, the degree of perceived value that a customer associates with their specific customer experience.
While clearly a subjective measure, that doesn’t mean that it is necessarily an intangible. On the contrary, it is very real – ask any customer!
What do you mean by “mutually profitable Service Delivery”?
It is really quite straightforward: Value can be created & offered, but it does not truly exist until there is a user or customer willing & able to successfully engage it. Regardless of the nature of the transaction, the goal of Service Delivery is that all parties feel that their investment of time, money or energy delivered value to them – that their interaction was mutually beneficial.
What is in a Service Blueprint?
A Service Blueprint contains:
- a visual rendering of the entire service process and underlying organizational structure.
- insights as to how participants’ roles and responsibilities fit into the integrated whole.
- all of the touchpoints at which the customer experiences quality.
- the underlying support processes & relationships that drive and support Service Delivery.
- detailed descriptions of the service process with respect to time, equipment and cost factors.
Why should services be designed?
Quite simply because purposeful design of services:
- Ensures the quality of services in spite of generally qualitative measures being inherently difficult to control.
- Helps service organizations avoid the pitfall of trying to be all things to all people.
- Sends the message that every single person in the business is responsible for customer value.
A well-designed service will ensure:
- smooth, trouble-free delivery of services that dove-tail with existing revenue models.
- strategic and tactical service choices working in concert both now and down the line.
- favourable service quality & brand image evaluations, both of which positively influence customer loyalty.
Service Delivery Value Chain
Essentially a framework of processes & activities designed to fulfill a Value Proposition, every business or organization has their own unique Service Delivery Value Chain. And within each one is the untapped potential to achieve extraordinary Customer Value.