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Service design

“The thing I have noticed is that when the anecdotes and the data disagree, the anecdotes are usually right”

I was struck in this article, at how much importance is placed on direct customer feedback, particularly for a data driven company.

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Service design

How long does a customer journey map take to make?

There are all kinds of customer or user journeys. Estimating how long and what is needed to define one depends on what you are trying to do and in what time. Here are some guidelines to the different ways of creating journeys and the trade-offs of each approach.

Categories
Service design The internet the world

The gap between technology and trust

I’ve followed some interesting and conflicting media recently. Tony Costa writing for Forrester evangelises location technologies improving customer experience citing four recent and compelling examples. On Australian TV last night 4 Corners followed the life and online privacy of a typical Australian family to demonstrate the reach of where our data goes. Once the breadth […]

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Service design

A credit card that doesn’t want you paying excess interest?

OK so this might start sounding like an advertorial real quick. I organised a 28 Degrees Master Card to use as my travel money card after reading Choice Magazine’s 2012 awards. Seems like they want to retain that customer mantle. My last email from them included a message that they will illuminate the consequences of […]

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Events Service design

The evolution of CX

Bruce Temkin spoke at the inaugural CXPA Australian meeting about the evolution of CX Management and made a rally cry for the profession to co-develop a core set of repeatable processes and procedures.

Categories
Service design The Work Experience

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

via marketplace.org 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 […]