As is the cliche, the world today is looking for service and not products..
I would like to state that the world today is looking for solutions and not only service or products.
Like products, we need to have a suite of solutions from which the customers can choose.
When I say solutions, products and services may be a part of it.
When, I as a customer go to the market, I do not buy a refrigerator, I also evaluate the service features like the Warranty, the Installation agreement, the AMC details, I look at the customer reviews of the products, the customer service, the feedback on the company for delivering on the promises made and even the CSR review. I am looking for a solutions to my existing and potential problems.
Thus it is important to design solutions with combinations of maybe multiple products, services and framework to deliver the same. In fact, service shall be the main component of the solution provided.
Listed below are few points which need to be taken into consideration while designing a solution.
I would like to state that the world today is looking for solutions and not only service or products.
Like products, we need to have a suite of solutions from which the customers can choose.
When I say solutions, products and services may be a part of it.
When, I as a customer go to the market, I do not buy a refrigerator, I also evaluate the service features like the Warranty, the Installation agreement, the AMC details, I look at the customer reviews of the products, the customer service, the feedback on the company for delivering on the promises made and even the CSR review. I am looking for a solutions to my existing and potential problems.
Thus it is important to design solutions with combinations of maybe multiple products, services and framework to deliver the same. In fact, service shall be the main component of the solution provided.
Listed below are few points which need to be taken into consideration while designing a solution.
- If we have only one of type of solution, then we are limiting our bandwidth of customers.
- We need to be providing CHOICES to the customers for the solutions, highlighting the value we plan to deliver.
- There should at least two solutions models which have to have unique USP.
- The business should focus on creating SOLUTION/SERVICE PATENTS which shall sustain as well as grow in the market.
- We need to understand the future market and design the solutions accordingly.
- Follow the footsteps of successful competitors to sustain, but build unique solutions to beat them.
- We have to think elite to soar high.
- Every single person who is a part of the solution chain should know the value of what he/she is delivering.
- The Solution built should be customer-centric.
- The Solution should be uniform and not person specific
- The people delivering the solution should be equipped well and motivated to deliver the service.
- The solution teams should work in cohesion and not in silos.
