Here is a dump of my live tweets during Eric’s presentation at UX London. I’m writing a more coherent version of this for Johnny Holland – coming soon!
- Eric Reiss on stage talking E-Service (if you want it done right, do it yourself).
- Service is 100% about user experience, but UX is not 100% about service.
- ‘here you’ve got another middle aged white man to tell you what you should be doing’
- Lesson 1: Service management is a process not a program
- Willing to lay bets that Eric didn’t fly British Airways to London ;)
- ‘i’m so paranoid about flying British Airways that I take photos of my luggage before I fly with them’
- happy customers tell on average 3 people. Eric is v unhappy and telling hundreds. (The av. unhappy only tells about 17 tho’)
- Service: there is nothing tangible about service, the experience is the value
- service: quality assurance needs to happen *before* production
- We don’t want interaction! – we want to minimise our interaction!
- 3 Types of services: Help, Enhance, Fix
- Reading between the rants: customer service is old school and you new school kids are getting most of it wrong. Be more thoughtful
- Eric: the problem is that the people who really know Service Management don’t know our (digital) industry. And vice versa.