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Service design The Work Experience

Bank of America to its 270,000 employees: Be nice

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.

Via https://twitter.com/uxrat who has a pretty steady stream of interesting articles. And yes, he’s a mate of mine too.

Listen to the full story at http://www.marketplace.org/topics/business/bank-america-its-270000-employees-be-nice#

By Erietta Sapounakis

Design manager & human centred designer. I write about design practice and report back on agile, UX, digital, service design and other meet-ups that I go to in Sydney.

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