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How Can You Make The World A Little More Beautiful?

June 1, 2020 by Kerry Bodine

How Can You Make The World A Little More Beautiful?

This post is in honor of Service Design Day — and everyone who’s sick, grieving, or just struggling to make sense of the world right now. *** While walking across the Millennium Bridge in London a few years ago, I noticed a group of people standing around and looking down curiously at a man who (Read More...)

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It Was A Good Week For User Agreements

Apr. 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...)

How To Design Your Loyalty Program Customer Experience

Nov. 10, 2014 by Kerry Bodine

How To Design Your Loyalty Program Customer Experience

In a previous post, I talked about the need for loyalty program interactions to be both useful and easy. In other words, loyalty programs need to provide some utility or help someone accomplish a task (whether that’s saving money, getting a free TV, or getting exclusive access to an event). And the process of doing (Read More...)

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