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Showing results for Service Design

Posted on 26 November 2010 by Hurol No Comments

Someone should rethink this

I recently went overseas, and spent a lot of my trip musing about customer service. Unfortunately, it wasn’t the good service that stuck in my mind. Why do businesses get it so wrong sometimes?

Before I launch into a tirade about bad service, I want to ponder the question of service design. How does service design – that is, all of the experiences that wrap around a product, such as advertising, procurement, actually using the product, and post-purchase support – impact on customer loyalty and purchasing behaviour?

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Someone should rethink this

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