User Experience within the Customer Journey
Yesterday, I had an interesting day, where I got to see a number of small – but critical – parts of various peoples’ customer journeys that overlapped with mine. What was interesting was that each of the parts of the journey that caused stress and anxiety were parts that, when designing a journey from scratch, [...]
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), [...]
The 7 Deadly Service Sins: Sin 5
This is part 5/7 on the 7 Deadly Service Sins. Part 4, “Locking you in to a service”, is available here. In what ways do companies hold their customers hostage, causing moments of tension in crucial touchpoints that deplete the service’s emotional bank account and leave the customer with a negative perception of the organisation? [...]
The 7 Deadly Service Sins: Sin 4
This is part 4/7 on the 7 Deadly Service Sins. Part 3, “Tricking or guilting you into paying extra”, is available here. In what ways do companies hold their customers hostage, causing moments of tension in crucial touchpoints that deplete the service’s emotional bank account and leave the customer with a negative perception of the [...]
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 [...]
Not all services are designed around comfortable experiences
Designing better customer experiences is not – necessarily – about creating premium, first class services. Nowhere is this distinction more evident than considering the case of British Airways. BA have looked to compete on experiences for some time: The “commodity mind-set”, according to former British Airways chairman Sir Colin Marshall, means mistakenly thinking “that a [...]
RSS Feed
Recent comments