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Delight your customers with your services

What a week! It was the annual Mobile World Congress here in Barcelona and wow, so much innovation and tech. I’m still digesting all the ideas and creativity.

+60,000 Attendees
+1500 Exhibitors
25 Keynote speakers
7 Halls
6 Themes

Within each hall companies showcased their products and services. Some offered live demos of the robotics they’d engineered and there were a fair few XR demos to check out too.

I noticed in a lot of the turnkey exhibitor booths, they had coffee stations with seating areas. Now that we’re “getting back to normal” is this a new trend? I haven’t seen this before at events, but I do think it’s a great idea.

Why? Well, let’s break this down a little. You’re at a major industry event, with lots to see and take in. It’s pretty difficult to visit every exhibitor. How do you decide what company is worth your time? The big demos are eye catching for sure. But not all exhibitors can do this. 

So you decide to include this extra service as part of your booth. People are gathering and you are increasing awareness of your company. With every cappuccino order, the company logo is sprinkled on top in chocolate powder. This is great marketing. I saw people taking photos and sharing on their socials, tagging the company. Further brand awareness.

By providing a space where people can sit and enjoy a coffee (or other drinks), it’s likely to attract more people. Passers by, who may stop to rest a little, they order a coffee and decide to take a look around. Others might stop to see what’s happening as they see people gathering in the space. While some may already know the company and this is an extra delight for them. Whatever it may be, this is memorable and will stick in people’s minds.

How much thought do you put into your pre-services phase of the business?

  • Are you creating new opportunities to be discovered?
  • Do you think about how you can delight people before they decide to choose you?
  • How does your business make people feel? And how do you then convert that into success?

At Under the Bonnet, pre-service is one of the areas I look at. Through research I discover moments that matter to your potential customers. Plotting these out on customer journey maps. Testing via prototyping ideas and then building a service blueprint. All this helps increase your business sales and build customer trust.

Get in touch to ask me anything about Service Design and how I can help you. You can also check out my services to see how I can help in other ways to develop smooth experiences for your business.

What’s underneath matters.