Tag Archives: touchpoints

Introducing the off-stage experience

Imagine having a friendly chat while waiting in line at the local bakery store or sitting next to someone with a too loud iPod in the public transport. In both situations your service experience is influenced even though you don’t have any direct interaction with the company providing the service.… »
Posted on 29/04/2009 by Marc Fonteijn Also tagged , , |

Creating a better service experience by providing less choice

Although giving customers more to choose from can hold great value. I think a lot of the time we overlook the fact that giving more choice can sometimes do more harm then good. There seems to be a strong tendency in Service design towards what I would call scenario agnostic… »
Posted on 19/03/2009 by Marc Fonteijn Also tagged , , |

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