Service design and the attention economy

As I have spent several days thinking about and talking to people about service design, I thought it timely to highlight a post I wrote several years ago about attention and services.

A service business is not really about the quality of service, but rather the quality of the attention paid to customers. … the demand for quality attention giving services will increase – therapists, counsellors, escorts, personal assistants… People will pay to be listened to, to feel important, to be validated.

In other words, service design is the devising of methods and processes to pay attention to customers.

Read the entire post: Another take on the attention economy

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