2020: A new decade of service

I hope we’ve left The Experience Economy behind. I’m tired of Customer and Employee Experience. It was good while it lasted, in that it renewed everyone’s focus on the importance of the customer and the employee in any service. But the outcome of a decade of experience programmes has been some cosmetic change, but not … Continue reading 2020: A new decade of service

The complex world of early interventions

The economics of early intervention are obvious to everyone, with examples all around us. “A stitch in time saves nine” is a well-known trope because it speaks to a simple logic. If you don’t intervene early with a tear, that tear will increase in size, leading to more cost to repair. Or, in our fast-fashion … Continue reading The complex world of early interventions

Hostile experiences

I once had a London theatre client who discovered that their ushers, who’d been working in the role for years, had gradually taken it upon themselves to hunt down people who were trying to sneak in at the interval. The number of people doing this was tiny, perhaps under 1%, but the ushers saw their … Continue reading Hostile experiences

Serve don’t sell

I’ve said it before and I’ll say it again. We’re moving into a retention economy, away from an acquisition economy. That squeeze on marketing budgets? All those tough ROI questions that never used to be asked about advertising retainers? Guess what? Organisations aren’t as accepting of the leaky bucket any more. Because customers aren’t. The … Continue reading Serve don’t sell

Week notes – 22nd June 2019

Everything a design team puts out, whether for an internal or external audience, should be written in the clearest, plainest language possible. It’s such a good discipline. All jargon, acronyms and service nouns should be avoided. Use the language you normally use Lots of people are being put in the field with tools and techniques … Continue reading Week notes – 22nd June 2019