service

2020: A new decade of service

I hope we’ve left The Experience Economy behind. I’m tired of Customer and Employee Experience. It was good while it lasted, in that it renewed everyone’s focus on the importance of the customer and the employee in any service. But the outcome of a decade of experience programmes has been some cosmetic change, but not …

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Outsourcing my life

Between them, google and apple serve up big chunks of my life. And not just the products they offer – calendars, email, apps etc – it’s the string of products that I’m talking about. Large parts of my memory are now outsourced to my iPhone, mac and google account. Pew Internet are worrying about this, …

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Which way the wind blows

Reading Matthew Taylor’s blog – he of the RSA – and his comments about the current zeitgeist for collaboration and inclusion struck a chord. “So the message out in public sector land is; we have to do things very differently if we are meet growing needs with shrinking budgets, and that crucial to the capacity …

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Currys – the service innovator

I never thought I’d say this, but Currys, long time high street technology retailer of Britain, has actually done a pretty canny bit of service innovation. I’ve been in this predicament. New fridge comes, old fridge needs to go. I and so many other have relied on the wierd black market of delivery men who, …

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And more easyjet…

Another response¬† from easyjet. Basically – what we said last time, but more legal sounding. Yawn. Issue still remains – we paid for a seat for our two year old, as per their regulations, but that seat was many rows away, so we couldn’t use it. Do I really have to go to the broadsheet …

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Waitrose Delivers… sort of

I expect great things from Waitrose, so I was shocked to discover their online service feels so bolted on and un-integrated. We keep running out of food, so my wife suggested we start getting a weekly shop delivered. I checked out the options and found out Waitrose delivered for free in my area, compared to …

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