Business Improvement and Social media

How thirsty is the college student who pays almost $5 for a Caramel Macchiato at Starbucks? Did the fitness instructor really need to upgrade his iPhone 6 to a 7? Can the mother who religiously gives her kids vitamins each morning prove that they work? When the CEO hires a contract lawyer is she paying…

As digital marketers, when we introduce ourselves to potential clients, we are continuously reflecting on how we describe the work we do and what sets us apart. How do we them understand what we mean by service design thinking and what that means for their organization in the experience economy and digital era are some things we have to consider.

Most organizations spend significant time designing tangible products, but services hardly receive any attention. But, in today’s marketplace, to succeed this needs to change, as generally services are less productive and cause more irritation and frustration to customers than products. So the heart of service design thinking is to improve and innovate the services customers use across different touchpoints and make a positive impact on them and the employee experience necessary for delivering it. The intent is to create a new value that previously did not exist.

To understand the scope, reach, and scale of service design thinking, would be like setting out for a fishing expedition. You are in the middle of a lake, where you have docked and ready to cast the net and catch fish. Ok so…The scale is how BIG your net is i.e. the ecosystem of service experience across different touchpoints for each product line. A big net is good because the chances of catching a big fish or many small fishes are high.

Research shows emphasizing novelty can backfire.

A great user experience can change the world. Read who's doing it well and why it's so important for all companies to adopt.

Algunos problemas de las empresas son más difíciles de resolver que otros. Pero muy pocos problemas puede ser tan frustrante y difícil de abordar como un

Airlines routinely rank near the bottom of customer satisfaction surveys. But we would wager that most customers, like us, find that the time on the plane — the “sit back, relax, and enjoy the flight” part — is the least awful piece of their experience. The nightmare is everything else: prices that change from minute…

The Customer Success movement has taken the SaaS industry by storm, even requiring an updated SaaS Business Model definition. But what exactly is Customer Success? Is it an organizational mindset? Is it a corporate strategy? Is it a set of tactics designed to produce happy, successful customers that in turn creates success for you, the…

I am a big proponent of superconsumer strategy : find, listen to, and engage with your most passionate customers; understand their tastes, emotions, and behaviors; lean into the aspects that also resonate with a much larger group of potential superconsumers; and then tailor your decision making, coordinate, and concentrate your cross-functional investments, and innovate—both your…

Por Shujel - El servicio al cliente es una parte integral de nuestro trabajo y no debe ser considerado como una extensión del mismo. El activo más vital de una