Bank of America sent a letter to each of its 270,000 employees with the simple message to “Be Nice”. This is after woeful customer satisfaction ratings. Is a letter enough? No, according to Customer Experience consultant Colin Shaw of Beyond Philosophy who stresses the need in the story for matching incentives and guidelines for how much time managers spend with customers and in branches. Apparently a more comprehensive plan to address customer satisfaction performance is to follow.
I had the privilege to work on a succession of projects relating to the staff experience at my time at Different. My colleague Christian LaFrance presented some of the learnings from these projects and a few others undertaken by the team at the recent Service Design Network Global Conference in Paris (28-30 October, 2012) and he has shared his presentation on Slideshare. Many of these projects involved a participatory design approach to achieve change that took employee needs into account and that was employee led.
About 10% of new recruits to call centres take Zappos up on the incentive to leave after completing the intensive induction program.
Design Thinking Drinks is an event organised by Deborah Kneeshaw and sponsored by Thoughtworks. It’s on every couple of months and last week’s event attracted a big and curious crowd for Chris Vanstone design co-lead of The Australian Centre for Social Innovation (TACSI) and one of the founders of agency In With For.
A great read on employee satisfaction – how to measure it, achieve it and the correlation to customer NPS.
QR codes – they seem like a good idea, yet their implementation is often shallow and clumsy. Tesco have certainly shown what can be done with QR codes building a shopping experience at train stations in South Korea.
Customers use of mobile devices translates directly into efficiency gains and profits for Dominos pizza via SMH
An article in today’s SMH about the Domino’s food chain struck me as quite significant. Customers’ increased use of mobile devices when ordering has resulted in efficiency gains and increased profits for the business. Customers’ use of devices when ordering has:
How a strategy plays out in personnel changes:
Marc Stickdorn is an academic and author of This is Service Design Thinking so we were more than lucky to have him address the group. Stickdorn teaches to both design and business students.
Tesco, a UK supermarket chain has 3 rules for innovation:
There’s efficiency and there’s experience. Last month I published an article for UX Mag on the subject of customer efficiency. It opens with a story about the Melbourne trams. It’s conductors were replaced by machines in an efficiency drive. However the efficiency of customers and of the service required consideration around tasks beyond ticket purchase. Conductors served a multitude of customer needs but in the narrow assessment of their use they were deemed redundant.
What are diary studies?
Diary studies, otherwise known as User Research Diaries or “Cultural probes” were pioneered for use in design research by William “Bill” Gaver, Professor at Goldsmiths London. Interestingly he doesn’t analyse diary content, nor does he create scenarios or personas from them instead using them as a base from which to validate other data. He does not create personas, preferring instead to revisit the raw data.