Experience Consistency
For nearly ten years, I have been a customer of LA Fitness. Despite the fact I tend to visit one particular club on my London commute route, I’ve used about five different LA Fitnesses over the years. This morning, I tried a different one, nearer to my home (although still a good 25 minute drive), [...]
Using technology to help staff create magical customer experiences
When talking about how to use technology to improve the customer experience, we often think about the technology that the customer overtly interacts with – a touchscreen, for example, or an app. However, where it gets really interesting is when the technology is used in the background to create a little moment of magic that [...]
How to design a white elephant
The British love a good White Elephant. It has only been a decade since the creation of the Millenium Dome, which cost over a billion dollars, and was swiftly known as one of the biggest flops in public spending history (although it has drastically improved in its current incarnation). Only a couple of years after [...]
A Great Service vs A Great Experience
Everyone has an opinion about customer service. One of the issues is that the term, itself, has become somewhat standard in our vocabulary. We know that you have to ring customer services, which are often helplines that provide no such thing. We talk about bad customer service when we find a waitress is rude, or [...]
Design Process: linking services, organisations and space
In a recent post, The Client is Always Right, highlighting the importance of a well run engagement process with clients, we asked: How do you innovate around the physical environment, making it better for customers or learners, when space and the way we use it is so culturally ingrained in an organisation’s behaviour? How do [...]
5 property centred organisations that need to change in a virtual society
In an increasingly virtual society, a number of organisations or organisational types with large property portfolios or physical presences on our high streets and in our malls are struggling to adapt to the new order. With the news that Blockbuster is preparing for a “pre-planned” bankruptcy in September, Fastcompany have posed the question: How should [...]
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