Managing Customer Value
Dave Malouf, @daveixd, is currently the Manager of Product Design at Rackspace, the open hosting company (RAX). They are responsible for all the administrative control panels for our Infrastructure as a Service, Management as a Service, Platform as a Service, and Networks as a Service system. Dave has been working primarily in Internet front-end design Read More …
Besides having a clear brand promise we need a clear process for staff to be able to engage effectively with customers. Processes and Standards enables your staff to make decisions. It enables flexibility and/or agility in handling customers. I ask John Goodman the Vice Chairman of Customer Care Measurement and Consulting, if he thought this Read More …
Chris Downey says, I’ve heard it said in the disability community that there are really only two types of people: There are those with disabilities, and there are those that haven’t quite found theirs yet. It’s a different way of thinking about it, but I think it’s kind of beautiful, because it is certainly far Read More …
At the ASQ 2013 Service Conference, this week, I had the honor of giving a sixty-minute presentation on Lean Service Design. All the participants of my presentation received a CD that contained my Lean Service Design Program. This is the slidedeck from the presentation. Lean Service Design Presentation at ASQ Service Quality Conference from Business901 Read More …
Lean Service Design changes the way you think about business. No longer can companies focus their efforts on process improvements. Instead, they must engage the customer in use of their product/service rather than analyzing tasks for improvement. We no longer build and hope that there is a demand. We must create demand through the services Read More …
I have moved away from the typical Customer Journey and Service Maps so popular in most Service Design and Design Thinking circles. I think in presentations a linear flow is much easy to understand and draw out in a workshop. It is pretty cool to create this Buyer Persona and then walk that Persona through Read More …