Sometimes the most minor details, can completely frame an experience. And more often than not, it’s the smallest gesture — with great timing and execution — that makes the biggest difference. For example: 1) I will always remember that when I try to call AT&T tech support for my iPhone they’re usually closed, but T-Mobile [...]
Tag Archives | customer experience
Towards the Customer-Centric Organization
There’s exciting thought brewing right now about how user-centered design and customer experience thinking can impacting, not product or website design, but the very building blocks of business, like org charts, process flows, even manufacturing. As companies realize they need open up their marketing mentality, so are a handful applying that thought to other areas [...]
Service companies will always need a human touch
In Johnny Mnemonic, the Keanu Reeves rendition of William Gibson’s awesome sci-fi short story, basic social interactions are performed by cyborgs or machines. And in a Clockwork Orange, machines serve “milk” at bars — no more bartenders. So does the future of service industries hold just vapid, emotionless interactions?Hells no. Bruce Temkin wrote on his [...]
