Posts tagged as:

interaction

Here’s a really cool way to use your ATMs!

July 2, 2008

Reading 1:1 today I saw a great story about Gulf Bank called Overcoming Customer Interaction Roadblocks. This bank has a problem because it’s customers can’t get mail. How does it address this? By using it’s ATMs as a delivery device for messages! Putting relevant, timely, personalized information on the ATM when you use it. No [...]

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Book Review – The Best Service is No Service

July 1, 2008

The Best Service is No Service: How to Liberate Your Customers from Customer Service, Keep Them Happy, and Control Costs
I just finished reading The Best Service is No Service: How to Liberate Your Customers from Customer Service, Keep Them Happy, and Control Costs and I can’t recommend it too highly.
This is a tremendous book laying [...]

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Here’s how to improve your personas with analytics

June 5, 2008

Some time ago the folks over at the Analytical Engine had a post about Data Driven Persona Development. I loved the way they described taking a very qualitative approach – persona development – and adding some analytic rigor to it. Given my interest in using analytics for segmentation and in developing different websites/experiences for different [...]

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Some thoughts on designing customer interactions for a quality experience

February 13, 2008

My friend Bob Glushko and Lindsay Tabas wrote an interesting paper last year that Bob pointed out to me earlier this month – Bridging the “Front Stage” and “Back Stage” in Service System Design. I liked the paper as it raised some interesting issues about customer interactions, in particular whether interaction design or outcomes is [...]

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