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.
Nathalie Meuleman
mei 15, 2017 · 5 min Lees
mei 15, 2017 · 5 min Lees
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.
Service hacks: making use of resourceful customers for service innovation.
mei 15, 2017 · 2 min Lees
mei 15, 2017 · 2 min Lees
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.
Nudge your customers wisely
dec 08, 2016 · 6 min Lees
dec 08, 2016 · 6 min Lees
Book review: Service Design for Business
A book review on the second book by Ben Reason and Lavrans Løvlie, founders of Livework.
Book review: Service Design for Business
okt 25, 2016 · 3 min Lees
okt 25, 2016 · 3 min Lees
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?
Robbert-Jan van Oeveren
mrt 30, 2011 · 3 min Lees
mrt 30, 2011 · 3 min Lees
The power of context mapping
The beginning of context mapping When you take a look at the development process (the squiggly line), the beginning of the process is fuzzy and goes into every direction. You simply don’t know yet, what the outcome will be. The further you are in the development process, the product and service have been defined for [...]
Jules Prick
mrt 31, 2010 · 2 min Lees
mrt 31, 2010 · 2 min Lees