ABSTRACT
Service providers should find ways to add value to the customer experience. Giving their customer exactly what they need without wasting their time should be a priority. Adding value should focus on solving a customer’s problem completely. This can be done using Lean methods, such as mistake proofing and standard work. More innovative approaches can be leveraged to add value using a random word generator to create innovative ideas. Self-service can be used effectively to add value for customers, but should be undertaken with caution, especially if it involves new technologies with which customers may not be familiar.
