Overview
- Current guidance – includes public and Member-only resources!
- How we got here – group project began in 2019!
- Next version preview – and how you can help!
We offer numerous free resources to the public to foster innovation in service organizations (via Creative Commons Attribution-NonCommercial License).
Consortium Membership enables more detailed insights from fellow Members and exclusive opportunities for collaboration, learning, and personalized support.
Current Guidance
How to determine the value of knowledge delivery across multiple channels, particularly for self-service and community.
Public Resources
Understanding Success by Channel – including the Service Measures spreadsheet.
Measuring Self-Service Success presentation – a tour of Understanding Success by Channel.
Measuring Community Success presentation – expanding the Service Measures spreadsheet.
Exclusive for Members
Examples and Suggestions – How Members gathered data and completed the Service Measures spreadsheet.
Understanding Success by Channel Project 2021-2024 – Member discussions about using the measures for continuous improvement.
If you are a Consortium Member and need login assistance, contact support@serviceinnovation.org
Demand-Driven: In the face of ever-increasing change and complexity, a sense-and-respond model is more efficient and agile, and can be leveraged to improve the relevance of offerings.
Project History
Contributors: 76 individuals from 20 different Member Companies
Work evolution: 64 meetings + 4 event presentations over ~5 years
Unique page views on published guidance: 12,031 since September 2020
April 2019 – Open Space Topic at Annual Summit
Members discuss: How to Measure Self-Service Success (not deflection).
They conclude we need a better way to track the value of knowledge for customer engagement and measure success across touchpoints.
August 2019 – Working Group Kickoff
After some nudging from a different Member who heard about the Open Space topic, the work begins.
“This is the first call of many, perhaps a few face-to-face meetings in the future, to talk about self-service measures.”
A small group gathers in Denver in October 2019.
Kristin Hunter, Kelly Murray, Greg Oxton, Aditya Kulkarni, Arnfinn Austefjord, Keri Detrick, Sara Feldman, Dave Thorp, Amy Dotson, Rosalie Girard, Monique Cadena.
40+ individuals from 18 Member companies meet 24 times to create the first published version.
September 2020 – First published deliverable shared at Annual Summit!
“Self-Service Measurement” presented by Amy Dotson, Christina Roosen, and Arnfinn Austefjord.
2021-2023 – The Work Continues
~20 more virtual meetings and a few more presentations over the years, as Members share their experience using these measures for continuous improvement!
Social is explored and Community measures are added to the Service Measures spreadsheet.
2024 – A New Deliverable Takes Shape!
The group assessed what’s been accomplished so far and considers a shift towards customer perceived value instead of focusing on business cost savings.
- Assess how to add value while minimizing effort waste
- Communicate expectations early and clearly to relevant stakeholders
- Create a playbook-like resource to navigate complex systems
What if we built a job description for someone who’s job it is to figure this out?
A VALUE DETECTIVE!–February 2024 group meeting (Member login required to view)
Next Version Preview + How You Can Help!
What do we need to be able to do with help from this guide?
- Understand where/how KCS-generated content can be leveraged.
- Get credit for KCS work that optimizes self-service – put the value in context of all of support / customer journey.
- Know what to do next to improve self-service and other relevant channels.
Be Part of the Next Version!
Consortium Members are continuing to evolve this guidance. Current Members can email support@serviceinnovation.org to get added the group.
Options for non-members:
- Sign up for the Consortium mailing list
- Become a Consortium Member
- Join us at an upcoming event