The Impact of Designing Services
My passion is helping businesses prosper and realize their potential. By combining techniques from the field of Service Design with 20+ years of developing direct to consumer programs for luxury wine brands, I help my clients build experiences that increase customer loyalty and connect the front line to the bottom line.
Want to learn more about how I can help your business? Let’s connect.
Why should organizations invest in Service Design?
Service design increases organizational performance by creating connections between customer-facing initiatives and internal processes. For my clients, well-designed service equals success.
Direct to Consumer, Elevated
It’s time for a shift in focus. By utilizing tools like customer journey maps and service blueprints, Service Design elevates the traditional approach to winery Direct to Consumer (DTC) efforts by challenging the traditional methods of customer engagement. Services are delivered based on their value to the customer first, resulting in increased lifetime value, reduced costs and long-term retention.
ROI on Service Design:
Increased revenue
Increased profitability
Longer customer retention
Higher AOV
Better customer leads and referrals
Improved follow-up with existing customers
Cultural — Engaging the entire team creates an appetite for innovation, creates momentum and ignites culture change
Service Design Fulfills Your Brand Promise
What makes you different? Embracing Service Design means shifting the way teams think about and deliver fresh, innovative services at every touchpoint in the customer’s experience. Ultimately, a Service Design approach helps build a connection that is transparent, approachable, and responsive to the needs of winery guests. Applied holistically, Service Design strategies help increase revenue, foster employee engagement, and fulfill the promise of your brand.
Our Collaboration
Like designing a wine label for maximum impact, I believe that excellence in the design and delivery of service — what it does and does not do, the message it conveys — is a collaborative effort. I partner with my clients to create destination venues that delight customers, generate revenue, and create a sustainable difference that ensures business success.
Specialties
Success Metrics & Implementation
Customer Journey Mapping
Program Development
Staff training
Business Operations
Partial List of Clients
