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UX London Tweets – Eric Reiss

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.