In this article, we will introduce what service design is and explain why without it, there cannot be a good customer experience. Over the years, the taxonomy of design has grown more and more ...

Often times when I go to the Taco Bell in Ithaca, I usually enjoy having a couple of laughs with the person taking my order. That’s all it takes. If we can have a genuine 20 second conversation, ...

Businesses that provide after-sale support for their products--and after-sale maintenance of their customer base to encourage repeat sales--need a method of tracking customer service contacts. This ...

Organizations talk big about customer success but too many are “front-end loaded,” focusing on obtaining a customer, while ignoring post-sale service. Is your organization intentionally designed for ...

Customers today are passionate fans of properly designed self-service. In response, I've developed specific, reliable rules, based on customer experience design principles, customer service best ...

Becoming a customer-focused organization is a gradual and arduous process, but one that may be well worth the effort in terms of driving growth through capturing repeat business and attracting new ...

Much is said in the corporate world about customer-centricity: It is an approach that focuses on user needs, desires and limitations to generate innovative solutions. Delivering solutions based on the ...

A version of this article appeared in the Spring 2017 issue of strategy+business. Airlines routinely rank near the bottom of customer satisfaction surveys. But we would wager that most customers, like ...

Sprint: Did you know we have an online conference about product design coming up? SPRINT will cover how designers and product owners can stay ahead of the curve in these unprecedented times. When a ...