Cx

12 February 2015

Comcast Customer Receives Bill Addressed to ‘Super Bitch‘

In our book on service design and elsewhere, we often talk about how much people are at the heart of services. Although branding folk like to speak of products …

21 July 2014

Customer service experienced in bits

Dr Drang tells two stories of failed customer service. The first one involves him trying to assist his mother getting to the gate at the airport. I use flying a …

4 March 2014

Smart companies trust people

I just backed David Hieatt’s upcoming book, Do Purpose on the crowd-funded publishing site, Unbound. David is a smart guy and a kind of serial …

17 February 2014

Services that fix services and the inverse experience umbrella

I often use air travel as the archetypal example of a multi-channel service that unfolds over time. Modern air travel consists of lots of minor annoyances that …

28 October 2013

Lamy's attention to detail in customer service

Several years ago my wife bought me a Lamy 2000 fountain pen as a birthday present. It is a design classic created by Gerd Alfred Müller, released in 1966. If …