How to avoid pitfalls when becoming more customer centric
In service design, customer centricity is one of the five basic principles. There are four pitfalls we encounter helping our clients becoming more customer centric. Here’s how to avoid them.
Service hacks: making use of resourceful customers for service innovation.
Moments where customers use the service in unexpected ways are called ‘service hacks’. Although service hacks are not dictated by the company, they do influence the experience of the customer and thus customer satisfaction.
Nudge your customers wisely
People are lazy in both thought and action. When we face two options, we will most likely choose the path of least resistance.
Book review: Service Design for Business
A book review on the second book by Ben Reason and Lavrans Løvlie, founders of Livework.
Design thinking: How to convert need into demand
Why is it so difficult to spot a need and design a response, and how do we come up with those breakthroughs?