What does Guts do?
Guts Service Design is a pioneering practice of conceptualizing and innovating services to create better customer experiences and efficient service delivery processes.
Product-centered companies engage ‘Product and Packaging Designers’ to design and innovate with physical aspects of their products to improve appearance, create an exceptional user experience and reduce the cost of production.
Similarly, we believe that service-centred Companies need professional assistance in conceptualization and innovation of their services to:
- Create new services and business models to meet unfulfilled demand
- Differentiate their service from those of competitors in a crowded marketplace, based on ‘real attributes’ rather than just ‘marketing messages’.
- Refine Service-delivery processes for improved efficiency and reduced cost
- Provide a superlative experience to the customer at every interaction, through every channel
- Intelligently segment customers and structure service around their needs
- Highlight the additional ‘Value’ their service brings to the user through effective communication tools
In essence, we help create services that are useful, useable, desirable, efficient, and effective.
Is Guts just another marketing consultancy?
No. In fact, our work starts much before consultants who help companies create branding and marketing strategy. And we believe it goes much deeper.
We work with clients to design the innards of their service, before it can be branded or marketed. And while we respect the role that branding and marketing plays in the success of a business, we do believe that it is perhaps advisable to start with creating a brilliant offering that makes clever slogans and advertisements believable.
Prior to setting up Guts, we worked with (in the role of marketing consultants!) many service companies in sectors like media, financial services and technology. What inspired us to build a service design practice was the wide-spread use of branding and marketing communication to add a superficial layer of differentiation to sell a largely undifferentiated offering.
We are ardent believers in ‘real differentiation’ through the creation of services that improve the customer’s experience. And there is no better marketing tool than a service that delighted customers will evangelize. So perhaps, we are marketing consultants after all!
