Continuum of customer service care factor

Disinterest: I don’t care about what you need. I’ll help you if I want to and when I am ready. Customers are an annoyance. Self Interest: How much…

Context (in an alt fact universe) is king

Content is king – back when we could trust the content. In alternate facts universe, content is malleable. It can be spun and massaged to suit any agenda….

Details details details

This is one of the monitors in a local McDonald’s. Do you notice anything odd about the display? It has been like this since I first came here…

Why ego-driven businesses fail

When the owner’s ego is the primary driver for a business, it can fail because the ego’s need for attention gets in the way. The dominance of the…

It just works

On a whim I connected my Thinkpad USB Traveller keyboard to my Samsung Galaxy Note 3 again recently. I haven’t done this since I bought the USB OTG…

Stop nagging already

Nagging has probably existed since humans developed speech. It is unpleasant and never productive. Being essentially a one-sided activity, it does nothing for relationship building. In some cases…

What does your brand sound like?

I spotted this question on LinkedIn recently. I want my brand to be quiet. Because I want it to be about listening to what my clients have to…

Empathy in customer service

Expressing genuine concern and empathy for the customer’s predicament helps. It does not take much to say “That sounds really unpleasant. I’m sorry you had to experience that.”…

Credit card customer experience consistency

Many of our customer experiences are amalgamations of services provided by different suppliers. Take for example, the use of a credit card when travelling abroad, like the 28…

Selling game alphas is the ultimate lean

Game companies selling alpha-release (essentially unfinished, work-in-progress) games has to represent the ultimate in lean. More game companies seem to do this. Instead of taking the more conventional,…

Interact to empower

Some process and contexts are inherently more prone to eliciting shame. Applying for a bank loan. (Read my previous post about this) Applying to receive social security assistance….

Interact to shame

If you are a High Street bank, the experience your customers have with your front line staff may be the only opportunity to personally differentiate yourself. Reading Brené…

Graffiti citizen engagement

This Mashable post This graffiti artist’s ‘experiment’ with the authorities escalated hilariously is interesting from a citizen engagement point of view. (Images above sourced from the Mashable post.)…

Tools and operating frameworks

Tools We have long built tools as a species. In recent times these tools have been information-based: mobile apps, software, computing hardware, the Internet. We currently have acces…

Getting customer experience right first time

One interesting phenomenon of travelling on my own is that I can spend significant periods of time not talking to anyone. Most tickets are bought from machines or…

Movie soundtrack censorship fail

[Warning: this post contains uncensored naughty words.] I really don’t get why some cultures still censor “bad” words from movies. It can’t be about the children surely –…

Feeling and Being in UI/UX design

“The fundamental human desire for a feeling of safety and security – even though this feeling may be only indirectly related, at best, to being more safe or…

Maintaining the experience

When the product you sell is an experience, you’d better make sure to maintain that experience. A level of collusion is required from your customers to keep the…

plane-landing

Perceptive relativity

(Image: Wikimedia Commons) I was sitting at the lights recently watching a plane coming in to land overhead. There was clearly a steady crosswind as I could see…

UX/UI for internal vs public users

The UX/UI design context can vary depending on whether the expected end users of a given application are internal staff or the general public. INTERNAL (Specialised) Users PUBLIC…

UI, UX, IA and gamification in context

Everything we use – including software applications, machinery/equipment, and processes/services – has a User Experience (UX) component. The user experience of a product or service is what the…

User-centred design mindset

Underlying any effective user-centred designer is the fundamental desire to be of service. Understanding derived from empathy drives truly insightful requirements gathering. What is it really like for…

Manifesting UX

The user experience (of a product or service) manifests through three aspects: the user interface (UI), the information architecture (IA) and the presentation design (PD). UX User Experience…

UI design vs user training

We consciously design applications and info systems to suit our needs and proclivities. In the course of using a system, we also modify our behaviour to accommodate the…

 

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