26 September 2012

The magic of good service

Be the first to share
putting people first
by experientia

THE customer is king. So some firms have started appointing chief customer officers (CCOs) to serve the king more attentively. These new additions to the (already crowded) C-suite are supposed to look at the business from the customer’s point of view. They try to focus on the entire “customer experience”, rather than on individual transactions.

An article by The Economist reflects on the matter, and refers to the book “Outside In” (Amazon) by Harley Manning and Kerry Bodine of Forrester Research, who observe that customers are growing more powerful.

“The internet makes it easier to shop around and share complaints with a wide audience. Yet poor service persists. Mr Manning and Ms Bodine have been asking customers about their experiences with American companies for years. In 2012 a third of the 160 firms they asked about were rated “poor” or “very poor”. Health insurers and cable companies fared worst.”

The article ends with this hilarious recommendation: “Phone a firm that has appointed a chief customer officer and see if you can reach a human being. If not, that CCO might as well be tossed from an executive-floor window, no doubt clutching his collection of ‘journey maps’ and ‘customer archetypes’.”

Be the first to share
Related Article
2 March 2015
Human-centered design should be a CMO’s best friend
The average tenure of a CMO is just 45 months, according to a recent study released by executive recruiting firm Spencer Stuart. Fortunately, for CMOs in need of help, there's an elegant and simplistic process called …
Related Article
2 March 2015
Ethnographic research increasingly informing business strategy
Corporate ethnography isn’t just for innovation anymore. It’s central to gaining a full understanding of your customers and the business itself, writes Ken Anderson, anthropologist at Intel Research, in the Harvard Business Review. The ethnographic …
Related Article
1 March 2015
Italian bank offers user-friendly home security kit
The Smart Care unit of the insurance arm of the Italian bank Intesa Sanpaolo has just launched an innovative home security offering. Branded "ACasaConMe" [AtHomeWithMe], the service combines a personalized insurance package and a security kit …
Related Article
28 February 2015
[Book] Netnography Redefined
Netnography Redefined by Robert V Kozinets (York University, Canada) Sage Publications, 288 pages July 2015 Social media and the internet are rich, fertile sources of data for social researchers, though online data offer both opportunities and challenges. In this …
Related Article
28 February 2015
[Book] Doing Sensory Ethnography
Doing Sensory Ethnography by Sarah Pink Sage Publications Paperback, 232 pages Second edition, February 2015 Between 2010 – 2014, a team of UK anthropologists, engineers and designers worked towards a deeper understanding of how energy and media consumption fit in …
Related Article
22 February 2015
The Emergence of Law and Behavioural Science: A European Perspective
The Emergence of Law and Behavioural Science: A European Perspective by Anne-Lise Sibony (Université de Liège) and Alberto Alemanno (HEC Paris; NYU School of Law) February 16, 2015 Introductory chapter to the forthcoming book: Nudge and the Law: …
Related Article
31 January 2015
The rise of the Chief Behavioral Officer
After the Chief Experience Officer, the new trendy job title from corporate America is the Chief Behavioral Officer: "Dan Egan of the automated investing service Betterment estimates that between 10 and 20 Fortune 500 companies have …
Related Article
24 January 2015
[Book] Beyond Design Ethnography
Beyond Design Ethnography: How Designers Practice Ethnographic Research Edited by Prof. Nicolas Nova along with Lysianne Léchot-Hirt of HEAD–Genève (CH), and Fabienne Kilchör and Sebastien Fasel (Emphase.ch) Head-Genève, January 2015 What do designers mean when they say they’re …

We are an international experience design consultancy helping companies and organisations to innovate their products, services and processes by putting people and their experiences first.

1 January 2015
Happy Playful New Year
21 December 2014
Experientia’s Twitter feed live

Experientia has now its own Twitter feed. Four months of Putting People First posts and other links have already been uploaded. If you followed Experientia on Twitter through the feed of its CEO, Mark Vanderbeeken, make sure to now also follow the company (but don’t unfollow Mark, who will keep on tweeting away). And while […]

19 December 2014
Putting People First blog redesigned

Experientia’s Putting People First blog has been redesigned. It is now entirely responsive, allows for easier browsing, searching, and filtering, and features larger images on the posts. The entire history of posts remains accessible as before. We are still tweaking things and welcome any feedback.

27 November 2014
Why the world needs anthropologists – an update

Why the world needs anthropologists – Coming out of the ivory tower Location: Padua, Italy, Centro Culturale Altinate/San Gaetano Date and time: Friday, 5 December 2014, 13:00 – 18:00 Padua, Italy, 5 December 2014 – The second edition of the international symposium of applied anthropologists attempts to erase the boundary between ‘pure’ and ‘applied’ anthropology, […]

30 October 2014
The BancoSmart ATM by Experientia for UniCredit selected for ADI Design Index

Last year Experientia designed the interface of an ATM of UniCredit, a major Italian bank. The interface is now rolled out across the bank’s ATMs in Italy, to great satisfaction of the bank and the customers alike, since interaction speed is much faster and error rates went down dramatically. Last year UniCredit and Experientia also […]

29 October 2014
Experientia at EPIC: UX transforming a financial institution

In September 2014 Experientia gave a presentation on working as UX professionals with financial institutions at the EPIC conference in New York. The paper is now available on the EPIC site in HTML and PDF versions (free registration req’d). Abstract Application of a user-centered approach rooted in ethnographic methodologies facilitates a major European bank’s transition […]

See all articles