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We’re Pledging 1% For The Planet

April 22, 2018 by Kerry Bodine

We’re Pledging 1% For The Planet

Happy Earth Day! I feel fortunate to have a short daily commute. It greatly reduces not only my stress, but also my daily contributions to the Earth’s greenhouse gasses. However, when I’m not walking to my office, I’m flying around the US—or to some other country around the globe—to meet with a client, deliver a (Read More...)

How To Keep Your Customer Workshops On Track

April 18, 2018 by Amelia Sizemore

How To Keep Your Customer Workshops On Track

A face-to-face workshop with your employees and your customers can be an organization-changing experience. But getting in a room with customers isn’t all roses. Leaders who are new to the customer workshop approach are usually apprehensive about three things: “No one will want to come!” This is by far the most common—but unfounded—fear. Customer recruiting (Read More...)

It Was A Good Week For User Agreements

April 12, 2018 by Kerry Bodine

It Was A Good Week For User Agreements

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...)

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AT&T Nails SMS

March 22, 2018 by Kerry Bodine

AT&T Nails SMS

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!

March 19, 2018 by Kerry Bodine

2018 Service Design Award — Call for Entries!

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...)

5 Steps To Mapping The Customer Journey

March 17, 2018 by Kerry Bodine

5 Steps To Mapping The Customer Journey

Wondering how to map the experiences that your customers currently have with your organization? Follow these five steps. 1. HYPOTHESIZE about the experience you currently deliver A hypothesis journey map is just what it sounds like: your hypothesis of what customers go through as they do business with you. Be careful with this step—it’s necessary, but can (Read More...)

On Resistance To Change

March 16, 2018 by Kerry Bodine

On Resistance To Change

“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...)

JOIN US! Journey Mapping Bootcamp On May 16 & 17 In Chicago

March 14, 2018 by Kerry Bodine

JOIN US! Journey Mapping Bootcamp On May 16 & 17 In Chicago

One recent attendee called our journey mapping bootcamp “an MBA on steroids.” On May 16 & 17, join us in the heart of Chicago to find out why. Our signature two-day bootcamp is jam packed with content and exercises that will answer these questions: Why are customer journeys (and journey maps) important? What makes journey (Read More...)

How To Scale Service Design: Delivery

March 12, 2018 by Kerry Bodine

How To Scale Service Design: Delivery

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...)

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