SERVE
The community organization project
“Service is takIng action to create value for someone else”
VISION
“We are serving people, organization, and small businesses to help them create services that have an impact on their businesses at large�
SERVE PROJECT
Why service is importance to your business?
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2
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Your service reflects your brand image
Adds more value to your product
Creates meaningful experience for your customer
What do you think about service in Thailand?
“Thai people are hospitable by nature but not necessarily service minded. I think Thai people do not act professionally enough when it comes to service, since we are naturally friendly. We tend to treat customers the way we treat our friends”
Joanne Assarasakorn, Assitant Marketing Communications Manager
The standard has been lifted a lot for the past few years. Everywhere is trying to provide "good service" Or if u perform at p a r, p e o p l e a r e n o t impressed, i guess. Like i got really annoyed at the lady at the coffee shop that i buy coffee everyday coz she still can't remember what i order, what's my name, where is my membership card
Depends, if the staff been trained then they come across more professional and understand ser vice, like hotels. Thai people are friendly in general but I have encounter ones that are not. If they know you tip good than they probably only care about you in the restaurant, that's Thailand in general. So that’s shows a lack of service minded attitude.
Eric Wong, Expat, Norway Nutchata Thanasaranart, Banker
It’s hard to find people who have service mind. Don’t even mention about after sell service, they don’t bother to care when you have a problem with the product. After they sell and have all money, they just leave you.
Yardphiroon Somsijan, Student, Silapakorn
I think people who work in a service business don’t really care about their jobs. It seems to me they don’t have passion to do their jobs. And if you luckily look well-off, you get a better treatment. I want to see people serve equally.
Lisa Pornkiratikul, Business owner
NO PASSION
Poor service mind
Lack of personal experience
Expect something
in return
Unprofessional
PROJECT BACKGROUND As a result of increasingly similar features oered by competing products nowadays, companies face intense competition, therefore requiring businesses to improve customer experience through the services provided. Modern days’ customers have more choice, thus their buying decisions are based more and more not only on the product itself but also on the level and quality of services provided by the seller. We want to uplift and inspire all service providers in the market to view service not only as a procedure to follow, but also as a mindset of purposeful customer engagement and proactive communication that leads to productive behavior.
we ARE ADDING “ 3p’s” to make your service accomplished
Traditional marketing mix
SERVE Marketing mix Systems, procedures, and protocols designed for the service to be provided to the customer.
PRODUCT
PRICE
4P PROMOTION
PROCESS
PEOPLE
PLACE
Employees who act as customers’ contact point and translate values into
services with measurable results.
3P PHYSICAL EVIDENCE
A carefully designed physical environment in which the service is to be provided, which creates a memorable experience with customers
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4
Promote meaningful and moral acts of service
Inspire people to serve one another
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SERVE Mission
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Make every customer touch point matter
2
Inspire business through service
Integrate customers and employees into the community
CORE VALUE
SERVE Focus on the people we serve and we will achieve excellence
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Moral support
Support service and people to give back to society, workplace, family and friends in a positive way.
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UPLIFTING
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Always add new value to uplift the service in order to create a
happy society
and a happy customer and a happy business
INTEGRITY
what we
promise, we will do.
OUR DELIVER STYLE
e v i t a Cr e Out o
Fun
f the
Box
c i t e g r e n E Practical e l b a e g d Knowle
WHAT WE DO..
We
RESEARCH
We
DESIGN
We
DELIVER
We
DRIVE
Ethnography Customer Research
We
RESEARCH
Interaction Design Product Service Marketing
We
DESIGN •
Design intangible experiences that inspire people
•
Design the behind-the-scenes service activities
•
Design service quality that impacts your business
Ethnography Training Education Team Building Enhancing
We
DELIVER
Encourage
Engage
Inspire
We
DRIVE
Moral support
 Look at your service as a product Be enthusiastic
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Create a living product
Design the customer experience
Focus on the customer benefit
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3
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Go for standing ovations with your service
5 6 Design visible service evidence
Dive into the customer world
See the big picture
Demonstrate flexible standards
“Imagine your organization truly uplifted with every person fully engaged, encouraging each other, improving customer experience, making your company more successful and contributing to the community at large�
SERVE