Christian Brauner of Servicelovers starts by quoting Richard Branson: “If you take care of your employees, they will take care of your clients.” Christian Brauner is on a mission to give praise to service staff who deserves it, at the same time giving retail businesses insights into what to improve in their service on both an overall and detailed level.
Servicelovers had made a concept that their clients loved. The only obstacle was that the most important users of the product were not Servicelover’s paying clients, but their clients’ customers. How to get Average Joe to download an app to rate a store’s staff on the way out of the shop’s entrance door?
Good guess—it didn’t happen without the service staff really encouraging each customer. Not very sustainable, that is. The Servicelovers team led by Christian Brauner went into their “war room” and gave a lot of thought on how to get to product-market fit—i.e. get the retail customers engaged. They asked the simple, yet core question we all should be asking on behalf of our customers and users: “What’s in it for me?”
It appeared there wasn’t enough in it for the retail customers to justify spending 30 seconds downloading an app. So the Servicelovers team came up with a simpler version of their product without the mandatory app download. Simply put a tablet in each store—but still way more advanced and personal than the competing “are you happy?—yes, maybe, no” solutions out there. And now sales figures for Servicelovers are turning right. Product finally fits the market.