Hang on, don’t disappear, I know, I know….the title might not be the biggest crowd puller but bear with me, I have a conversation I’d love to have with you and seeing as I know that most people who read my blog get here via social media I need you to stick around and add … More Social media is not the answer!
This is the third instalment of my experience with Virgin Media and so it might not make sense without the back story; if you’re interested in that you can read Virgin Media – the best and the worst, which details what happened over the Christmas break with my lack of broadband and the response from … More Service recovery: customer, process and employee
This year I’ve been working on keeping a work-life balance so haven’t been working this weekend, instead I’ve been blogging, tweeting, cooking and generally chilling out. Part of that chill out has involved catching up on television that I recorded months ago, including The Big School Lottery, a BBC documentary in three parts about Birmingham Education … More The Big School Lottery
I’ve been playing around with the idea of writing this post for a while, well I guess on and off for about a year! What started as a wish to understand more has, if I’m really honest, progressed into a minor irritation at the lack of clarity and then just before Christmas I had a … More What is service design?
Last night I blogged about my experience of Virgin Media over the Christmas break, you can read the full story here, but in a nutshell my broadband connection kept failing, the information I was given was incomplete and/or incorrect and I was bloody frustrated at missing the online shopping opportunities presented by the Christmas sales! … More Service recovery Virgin Media style
Like most people I was really looking forward to my Christmas break away from work, a chance to chill out a bit, unwind, step away from the to-do list and just generally recuperate. Life has been a little hectic of late and I was really looking forward to spending some down time, getting up late, slouching … More Virgin Media – the best and the worst
A couple weeks ago I had the absolute pleasure of attending ServDes, the Nordic Conference on Service Design and Service Innovation. Held in beautiful Linköping in the middle of the South of Sweden (Swede’s seem intensely proud of which bit of Sweden they’re from so I thought I better clarify that), the research conference was … More ServDes: value, trust, transparency, ethics and shared expertise