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 [...]
Filed under: Customer Experience, Service Design | Tagged: Customer Experience | Leave a Comment »
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 [...]
Filed under: Customer Experience, Service Design | Tagged: Customer Experience, Service Design | 1 Comment »
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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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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I thought this was a nice and short presentation on some of the useful techniques and processes in use at Proto Partners and other Service Design firms.
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After working on Service Design projects for the past 12 months, I thought it was time to write an article on Service Design for a market(Australia) where Service Design is in its infancy when compared to most other professions and Service Design markets.
My intent was not to break new ground in the study of Service [...]
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I realised today that for Service Design to be successful, Service Design firms need to convince potential clients that they can change something or solve something that up until now hasn’t been able to be resolved.
That is, companies have been using product development and design tool-kits to solve service problems issues/opportunities. Only the Service Design [...]
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I have decided after listening to Seth Godin that Service Design needs a movement. It’s not enough to think that what you sell is so good that it is enough to convert your potential customers. Potential clients buy passion, energy and commitment as much as they buy what you are selling.
To that end I [...]
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This week the second edition of The Australian Innovation report was published in Fast Thinking magazine, australia’s answer to Fast Company. In it I took the opportunity to provide a point of view on user centered design and human centred design.
You can read the article below or click here to download it . I would [...]
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