Yesterday I participated in a workshop together with Simon and the actress Birgit in an exploratory attempt to see how acting can create different experiences and set different moods for the development of new services. It was a very interesting day, and I got valuable input on how to transform the insurancy policy in a new direction.
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Trust and Loyalty are two terms that float into each other at several areas. Its important for me to visualize a model that is more dynamic, which makes it easier related to a service journey. My previous model has been discussed with several people, and was found to be too static and rigid.
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Which elements drives trust and loyalty. How can we create services that build on those different factors in a correct manner, creating an experience that will strengthen both customer loyalty and trust.
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Another post from thw workshop evaluation. When discussing trust, and the creation of trust, a lot of important words came out, and the most important ones became obvious when relating to people you trust and people close to you.
These are ways of thinking that will be imperative for the creation of a service that should improve customer trust and loyalty. Litterature suggests that trust and loyalty are based on different input, but that they work together at the end to create a strong bond to the service provider.
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Work today has consisted of mainly digitalizing input from the workshop – moving all analog post-its into a more digital environment. Evidencing which leads to interesting relations observations…
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