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 [...]
The 7 Deadly Service Sins: Sin 3
This is part 3/7 on the 7 Deadly Service Sins. Part 2, “Charging you more than you meant to pay”, 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 7 Deadly Service Sins: Sin 2
This is part 2/7 on the 7 Deadly Service Sins. Part 1, “Forcing you to pay additional money for physiological needs”, 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 [...]
The 7 Deadly Service Sins: Sin 1
There is nothing more annoying, as a customer, than when you are forced to pay more for something because you have no choice. This was the thought that went through my head the last time I went through Berlin Tegel airport. Up to then, the experience had been satisfactory, but in my final touchpoint with [...]
How information is the foundation of the customer experience
In common with many people living in major cities, on my way to work each day, I catch a bus from outside my house. There are two bus stops within 200 metres of each other. Each bus stop has buses that come roughly every five minutes. They take different routes to the station, but take [...]
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