I love well-integrated services. For instance, I bought a new camera because mine was lost and stolen this summer while traveling in Europe. Among the features of the new camera is a setting to shoot in Adobe color format. When I tried it and uploaded the photos to...
Service designers rely on user feedback to improve services. Set up correctly, a feedback plan will help uncover meaningful insights into how users are experiencing the service – the service journey and service deliverable. Feedback Definition: “Information...
For those who count on satisfaction surveys to measure performance, they are a waste, says renowned business strategist Fred Reichheld. “Glowing customer satisfaction surveys don’t correlate tightly with profits or growth,” he said. “Most senior executives, board...
The other day I bought two pairs of Levi’s jeans, an otherwise non-event in clothes buying. But this journey opened my eyes to the changing face of clothing e-commerce retail. On its face, Amazon might find huge challenges selling its clothing lines online. After all,...
