I read this blog from Seth Godin the other day and as usual he was on message. Our customers don’t remain with us year after year because we provide good service, they have higher expectations than they did even two years ago, they now expect outstanding service.
That is why organisations need to stop leaving the [...]
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What a great way to start the year with rigourous research and resulting article from Jon Picoult of Watermark Consulting
Unlike staff cutbacks, the launch of a new product or generally more tangible management acts, Customer Experience improvement is often seen in similar company as culture or change management improvement. Because it is often seen [...]
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Thanks to Jeff Howard of Design For Service who has used the Google translation engine to convert this good little read from Dutch to English. I managed to convert some copy yesterday but not the whole document, so congrats to Jeff and thank you for sharing.
You can go get Jeff’s translated version here
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Below is the latest blog i just received from Seth Godin. He (as he does most days) makes an important point especially for Service based companies and provides additional reasons why Service Design can be such a potent weapon for progressive companies.
It’s not JUST the steak or the phone call or the insurance cover that [...]
Filed under: Service Design | Tagged: Service Design, service principles | 1 Comment »
I really thought this was perfect sense and showed a good understanding of human behaviour or in this case challenges. Simple, elegant and effective - all things that good Service Design should be.
Check the railings that the man is holding onto and resting his foot on. It’s located on a little Copenhagen traffic island where [...]
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Last night we held our second Service Design Thinks and Drinks in Sydney at Trinity Bar Surry Hills. I presented a Service Design case study undertaken by Proto Partners for Contours Fitness Studio, a women only gym that has over 200 studios across Australia.
Ellie Nichol from BT Financial Group who attended the SDN Conference in [...]
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Service Design Drinks 2 is coming up quick!
6.30pm, Tuesday 19 January 2010
Trinity Bar, Surry Hills (Google map for Trinity Bar).
We’ve got two awesome presentations lined up. A great service design case study of Contours ladies gyms from Damian Kernahan (Proto Partners) and some wise words of experience from Ellie Nichol (BT Financial Group). Followed by a quick round-up of what’s [...]
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Sydney Service Design Drinks is on 17 November at Trinity Bar, Surry Hills
The first Service Design Drinks for Sydney is set and ready to go.
The details are:
6.30pm, Tuesday 17 November
at the Trinity Bar in Surry Hills
There’ll be a quick Service Design Drinks introduction from me, Damian Kernahan (Proto Partners) and an equally quick talk from [...]
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I read two interesting articles about two months apart, one from livework, a leading Service Design firm in the UK who were arguing with great insight I thought how Data was the new Oil.
Both Ben Reason and Jeremy Walker from livework argue that:
“Data, whilst valuable, is a commodity, and an easily replicated one at that. [...]
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