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Service Innovation in Utilities
Utilities in the UK have been deregulated, dramatically increasing competition and price-cutting. Our client asked us for value-adding service ideas to help retain business customers against lower priced competition.
Innovia created tools and seed ideas for a joint workshop. We interviewed representative customers and gained insights into their personal and business motivations behind supplier choices. We combined these with ideas driven by analogies with other service and product industries, to create a palette of new ideas and selection criteria.
Our client decided on an actionable portfolio of services in the workshop. This combined our new ideas with ones from their existing pool, selected using our criteria.