Signal-to-noise – Service vs Customer Service

In Accenture’s 2011 Global Consumer Research Study they state that “consumers around the world are giving off mixed signals at a time when keeping consumer relationships strong is more critical than ever to providers. On the one hand, consumers claim they are more satisfied with the companies they do business w2ith. Yet on the other, … Continue reading Signal-to-noise – Service vs Customer Service

Gov.uk and the challenge of user-led government

Gov.uk went live the other day. It was a big day. Another chapter of user-led government opened. A new phase that brings us bang up to date as a country. And I’m not just talking about a nice new clean interface. This is not a cosmetic shift. The behind the scenes work involved here will … Continue reading Gov.uk and the challenge of user-led government

Is good service honest service?

My iphone is being repaired at the moment. I sent it over a week ago, by special delivery. They have a neat little “track your order” facility. So I was notified when it arrived and also when it switched to “pending”, whatever that means. The site talks about a 24 hour turnaround time, but it’s … Continue reading Is good service honest service?

Where are all the service implementers?

I’ve had some interesting conversations with buyers of service design of late, and though all are very positive about what service design can bring, without fail all have gone on to say -“but when it comes to implementation…” This seems to be a bit of an achilles heal. Is it because service designers haven’t had … Continue reading Where are all the service implementers?

In case we need a reminder of what ‘transformation’ is supposed to mean

“The conference was reminded constantly – by David Sinclair of ILCUK for example – of the the daunting scale of the demographic timebomb: tens of millions of people of living longer, with more complex care needs (such as dementia), requiring more care hours; fewer people to pay for and deliver their care. A current cohort … Continue reading In case we need a reminder of what ‘transformation’ is supposed to mean