Service Design 2011

Designing the ultimate retail service experience

Richard Beaumont

Richard Beaumont talks through designing customer-winning service points into physical spaces. What are the consideration of where, what and how to make them deliver a truly differentiated brand experience. From the right service proposition, planning and layout, type of design, best practice for selling at service points through to ideas on how to make them easy to operate so your team will still want to delight your customers.

He will cover:

  • Why total proposition is a key differentiator
  • Customer’s bend time
  • Service as an investment, not a cost
  • Attitudinal service in stores
  • The barriers to good service
  • Other examples of good service design around the world
  • Service reduces theft
  • Service as a total end to end experience


Richard Beaumont