How else can you compete or be differentiated in the service landscape? Do you know enough creative approaches to service innovation, or do you even know where to begin? How do you put together your customers’ service needs, wants and expectations to fuel your service innovation initiatives – beyond mere customer satisfaction?
This one-day introductory program is important to companies wanting to create a pioneering service category, or at least find opportunities to be the first to introduce a new but relevant way to deliver service. With a generous number of case examples, this is the only program in the Philippines that gives participants some frameworks in generating service innovation ideas, and/or creating an innovative service value proposition, as a first step toward developing a corporate mindset and culture of innovation.
Module 1: An Introduction
- 3 Levels of Service Innovation
- 8 P’s of Service Marketing Mix
- 6 I’s Elements of Service
- Sources and inter-dependencies of service innovation
- Trends and patterns in service innovation
- Workshop/Lessons from the financial services industry
Module 2: Innovation Tools to Help Leapfrog your Service Career
- 4 Capabilities needed by every service leader
- 4 Sensemaking tools
- JTBD: Knowing what customers want and who/what you are up against
- BIDA Check-up: Distinguishing pain points of customers, competitor’s customers and noncustomers
- Decomposition Map: How to use ‘principle of selectivity’ in action
- Business Model Map: Integrating your innovation interdependencies
- Workshop on using sensemaking tools
Module 3: From Service Satisfaction to Service Delight
- 10 ways government can innovate on service
- Bringing Service Innovation to the next level
KEY BENEFITS TO PARTICIPANTS
Each participant will learn:
- Ease of spotting opportunities in the creation of new service ideas
- Understand why service innovation is a source of competitive advantage
KEY BENEFITS TO COMPANIES
The company will gain:
- Teams who understand how to create true customer value via new service ideas
- Frameworks and tools to guide their service innovation thinking
- Barber Shop
- Café/Fast Food
- Call Center
- Car rental
- Computer repair
- Fitness gym
- Outdoor Advertising
- Social Enterprise
- Solar panel
- Video on demand
- Wet market
ABOUT THE INDUSTRY EXPERT
CEO and Chief Behavioral Strategist
- Co-author/editor of 8 marketing and entrepreneurship books
- Chair of the Women’s Business Council PH
- Finished the 1-year Advanced Management Program (IESE Business School New York and Barcelona)
- Executive Scholar in Marketing and Sales (Kellogg Business School)
- Took advanced marketing programs at Columbia Business School (Ceibs campus), Harvard Business School, University of California-Berkeley, IESE (New York)
- Certified Master Coach (by the Behavioral Coaching Institute) and Certified A.I. Training Facilitator (by Company of Experts USA)
- One of the Top Filipina Entrepreneurs 2011 (Trailblazer category)
- Go Negosyo Enabler Awardee 2014; ASEAN Women Network Awardee 2015
- Has an M.A. in Anthropology, University of the Philippines (thesis pending)
Chiqui Escareal-GoCEO and Chief Behavioral Strategist
Chiqui Escareal-Go is the President and CEO of Mansmith and Fielders, Inc., an advocacy-based marketing, sales, innovation and strategy training and consultancy company. She heads the Mansmith Training Group, which includes Corporate Achievers Institute, Sensei Business Academy and Day 8 Business Academy.
She is also Vice Chair of Waters Philippines, the market leader in the premium segment of home water purifiers, as well as the importer of the Noah ion cell cleanse.
She actively set up, organized or strongly supported various advocacies both for business and personal endeavors such as the Mansmith Young Market Masters Awards, and the Market Masters Conference, where 100% net proceeds go to charity in the areas of education and youth empowerment. She is a founding trustee of MarkProf Foundation, Inc., which is the search for and training of the Top 25 marketing management trainees of the Philippines and manages a P5 million Mansmith marketing scholarship grant for marketing professors (since 1997). She is also president of the Josiah and Carolina Go Foundation that provides various scholarships and assistance to less fortunate young Filipinos, and Women Center for Achievement, Research and Entrepreneurship (WomenCarePH), which is a recognition, training, and research advocacy focused on gender-related themes. Chiqui is also a Fellow of the Institute of Corporate Directors (ICD).
Chiqui is an Executive Scholar in Marketing and Sales of Kellogg Business School, Northwestern University. She also took advance marketing programs at the Harvard Business School, Columbia Business School (Ceibs campus), IESE Business School (New York campus) and the University of California, Berkeley.
Chiqui is a Certified Master Coach (certified by the Behavioral Coaching Institute), and a certified Appreciative Inquiry Training Facilitator (certified by the Company of Experts, USA).
She is a graduate of the De La Salle University with a double degree in AB Communication Arts and BSC Marketing Management (Accelerated Program). She finished her M.A. English Language and Literature Teaching degree at the Ateneo de Manila University and is currently taking up her MA Anthropology course at the University of the Philippines.
She is currently the Chair of the Women's Business Council Philippines and a member for the Board of Trustees of De La Salle Alumni Association, Inc., St. Paul College Pasig and St. Paul University Philippines. Chiqui was one of the awardees for Outstanding Filipina Entrepreneurs 2011 in the Trailblazer category, the GoNegosyo Enabler Award in 2014 and the ASEAN Women Entrepreneurs Network Award in 2015.
She has written/co-written 8 marketing and entrepreneurship books. She conducts seminars in marketing, business execution, people skills, selling skills, presentation and communication skills, appreciative inquiry, energizing sales teams through positive communication, leadership and breakthrough service.