Friday, October 22, 2010

Interaction with the Customer - Service Design

Service Design, an essential part of business - some companies (as mentioned earlier here in the blog) just don't get. What is driving these guys? It is probably the short term cost cutting focus driven by the shareholder (so the assumption probably).

Is that enough?

For a short period of time it works - like a pain killer when you have an headache. BUT then after a while it comes back even worse than before.

Why do companies, as DHL or United Airlines (with the story of the "broken guitar") just keep the "voice of customer" outside their own territory as it may does not exist at all?

.. a mere two weeks ago Prof. RichardBuchanan gave an impressive speech at COINs2010.

So I wonder, what is hindering organizations to adapt to the changing environment of business?

1 comment:

Ralf Lippold said...

... DHL India can do better :-) See yourself http://bangalore.quikr.com/DHL-Schedule-a-pickup-any-where-in-Bangalore-call-9611337752-W0QQAdIdZ66299547/?utm_source=twitterfeed&utm_medium=twitter