"Posso ajudar?" - E isto, muda tudo!

Parte I.

"During the past decade, the academic discussion has strongly shifted away from GDL and the traditional thinking about the sequential value creation process to new business logics that emphasize customers’ active role in value creation.
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The service-dominant logic (SDL), which stresses the co-creation of value, value-in-use and value-in-context, has been proposed as an alternative view to the traditional notion of value-in-exchange.
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The central idea of the SDL is that there is no value until the offering is used and experienced by the customer. The SDL argues that a company can offer value propositions and value is always co-created.
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customers are value creators during value-generating processes and in value-supporting interactions. Companies are facilitators and co-creators that engage themselves in the customers’ processes. In other words, customers not only determine the value, but also control the value creation in their processes.
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when focusing on value-in-use, the supplier offers a value proposition that can support customer’s value creation processes, but it is the customer who actualizes the value. In other words, the role of a company has shifted from being a producer of value to a supporter of value, since customers are in charge of their value creation. Thus, adopting the service logic means that the supplier company searches for possibilities to understand and support the customers’ value creation processes.
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Value emerges rather than being delivered and service providers can only create resources and means to facilitate customers to create value for themselves
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Understanding the customer experience also before and after an interaction and knowing how value is experienced in the customer’s own context gives companies opportunities to help their customers to better fulfil their daily tasks."

A abordagem mental ao desafio das empresas servirem os seus clientes é muito diferente... COMO POSSO AJUDAR?
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Não tem a ver com a oferta que a empresa tem para impingir, não tem a ver com os activos que tem para fazer rodar, não tem a ver com as regras que lhe dão jeito.
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E isto, muda tudo!


Trecho retirado de "Adapting Business Model Thinking to Service Logic: An Empirical Study on Developing a Service Design Tool" de Katri Ojasalo e Jukka Ojasalo