Close-knit relationships between everyone involved in service management is necessary for value co-creation, to ensure services keep up with customer needs.
This means going beyond service level agreements: in value co-creation, the service provider and consumer have a two-way communication process to generate feedback and pre-empt demands in a proactive rather than reactive way.
Through robust communication, an organization cultivates closer relationships and helps to resolve issues through one-on-one discussions. This service-oriented perspective can be used as a value driver and is a growing phenomenon, exemplified through small banks selling close, personal customer relationships to create demand.
Assuring the customer that you understand them, are there to help and don’t see them as simply a financial transaction is what value co-creation is about. Ultimately, only the consumer decides whether the service is creating value.
