Happy Customers Lead To Happy Shareholders
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If you’re like me, you watched (or at least followed the news coverage of) Facebook CEO Mark Zuckerberg’s testimony before Congress this week. After all, privacy is an issue that customer experience champions should always have top of mind. But there was one moment in the hearings that particularly struck me: Republican Senator John Kennedy’s (Read More...)
As I was turning on my phone after touchdown in Toronto a few days ago, I realized that I hadn’t set up an international mobile plan for my trip. Ugh. I was in the process of making a mental reminder to log onto AT&T’s website once I got to my hotel room when I got (Read More...)
![2018 Service Design Award — Call for Entries!](data:image/svg+xml;utf8,<svg xmlns="http://www.w3.org/2000/svg" width="1176" height="600"><rect width="100%" height="100%"><animate attributeName="fill" values="rgba(153,153,153,0.5);rgba(153,153,153,0.1);rgba(153,153,153,0.5)" dur="2s" repeatCount="indefinite" /></rect></svg>)
As head of the jury for the Service Design Awards, I’m proud to stand behind the outstanding and inspirational 2017 winners, and I look forward to welcoming our 2018 submissions. So if you’re a student, designer, or professional doing great service design work, don’t miss the opportunity to gain international recognition by entering in 2018. (Read More...)
“Give me an example of a company that’s made a complete turnaround to embracing their customers.” This request always makes me chuckle. I wish I had an answer, I really do. But the sad reality is that I don’t know of a single organization that’s customer-centered through and through—except for the ones that started out (Read More...)
This is the fourth post in a series about how to scale service design, based on my closing remarks at the 2017 Service Design Global Conference in Madrid. The first three posts focused on technology, the ubiquity of contexts in which practitioners are now applying service design, and the discipline’s need for coaching. This final post will (Read More...)
I’ve been writing a series of posts about how to scale service design, based on my closing remarks at the 2017 Service Design Global Conference in Madrid. The first post of the series focused on technology, and the second on the ubiquity of contexts in which practitioners are now applying service design. In this third post, I’ll (Read More...)
It’s the beginning of a new year, which is always the perfect opportunity to reflect on the past and make grand plans for the future. As part of that effort, I recently took a look back at our most popular posts of 2017—and I wanted to share them with you here. I hope they inspire (Read More...)
Last week I published the first in a series of four posts on how to scale service design, based on my closing remarks at this year’s Service Design Global Conference in Madrid. The focus of that first post was technology. In today’s post, the second in the series, I’ll talk about ubiquity. “Ubiquity” can mean a lot (Read More...)
Several weeks ago, I had the honor of delivering the closing remarks at this year’s Service Design Global Conference in Madrid. The theme of the conference this year was “Service Design at Scale”—and over the course of the three days in Madrid, I was inspired by the conference presentations, projects from the Service Design Award (Read More...)
If you haven’t noticed, the field of service design has been picking up steam over the past several years—largely in part, in my opinion, to its natural alignment with helping organizations create better customer experiences. The latest evidence that the discipline is on a roll is that right now you can attend not one, not (Read More...)
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