What does Gothic fiction have to do with customer experience? Not something I've thought about until recently but the parallels are interesting. When I'm working from home I like to have BBC Radio 3's Essential Classics and on Tuesday's broadcast studio guest Sarah Perry, author of much-lauded novel The Essex Serpent (also next up in my fiction reading … Continue reading Experience Design: Almost Gothic?
I was in a meeting with one of my clients recently where we were reviewing a document that dealt with how to get the voice of the customer more embedded into their project methodology. Following a battle with Microsoft Word's spell-checker the document referred to a project mythology. Laughs all round but this got me … Continue reading Business innovation 5) What’s your innovation mythology?
This category features stories of organisations which have provided me and other contributors with a good example of superior service. Where possible I will provide feedback to the organisation in question and, if they are willing (they should be!), I will share with you the critical success factors they have put in place to deliver … Continue reading Superior service examples: introduction and warning