Delivering a great customer experience is the key that unlocks growth and profitability. Businesses in every industry – from airlines to IT service companies—succeed or fail based on one element:…
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Take an off-the-record journey with our most recent guests, Tom Stewart and Patricia O’Connell, to hear about what they would tell their five-year-old selves, interesting characters they’ve met and the…
In episode two, we continue our conversation with service design experts and co-authors of “Woo, Wow and Win: Service Design, Strategy and the Art of Customer Delight,” Tom Stewart and Patricia O’Connell. This time we go deeper into the service design topic to explore how businesses can leverage social media as part of their service design strategy, and opportunities for service design in government agencies.
Credit card fraud cost the U.S. retail industry $32 billion in 2014. One of the easiest ways for a scam artist to gain access to credit card information is a “skimmer,” a small device illegally installed on an ATM. Now several banks are going for a technical fix: cardless ATMs. Anindya Ghose, the foremost authority on mobile economics and author of the groundbreaking “Tap: Unlocking the Mobile Economy” (MIT Press, April 2017), details the ways these new mobile-phone-based systems will make retail banking more secure.
One of the most important books of 2016.
The holiday rush is no reason to stop innovating. Thomas A. Stewart and Patricia O’Connell have designed a five-step program to help you make the most of your seasonal employees, allowing them to contribute to improvements that will help your business all year round. Temporary employees present an opportunity for you to try new reporting structures, practices, and processes.
Are your services as carefully designed as your physical widgets? Does your service bridge the gap between your customers’ experiences and the advancement of your strategic goals?
It’s a service-driven world. The vast majority of the global workforce provides services. We rely on them; every day, we engage with any number of value-based services, from airlines and…
Small businesses signify the American Dream, and start-ups are the movers and shakers, embodying entrepreneurial spirit. Then there are the large, billion-dollar enterprise corporations – household names with deep pockets…
