Buyers' Journey
Content Marketing, Customer Engagement, Human Centred Service Design, Service Design

Why is Your Influence on the Buyers’ Journey Matters?

When we go to a hill station, just before we enter the hill station, we start to the signboards of the hotels. The hotels know the journey their potential customers take to reach them. Knowing the journey make them act to influence the buyer’s decision. But this is just signboards. Imagine, if the hotel had… Continue reading Why is Your Influence on the Buyers’ Journey Matters?

Empathy in Business
Content Marketing, Customer Experience, Service Design

This is the Driver of Future Competitive Advantage

A receptionist at the Mahindra Holidays resort in Coorg received a call from a member who was stuck in traffic on way to the resort. The member was worried that he would not be able to check-in before the resort’s restaurant ended its lunch service. He did not want his children to go hungry. So… Continue reading This is the Driver of Future Competitive Advantage

Buyers Beware
Customer Experience, Human Centred Service Design, Service Design

Are You Ready for the New Seller Beware World?

We live in dangerous times. Mind boggling target centric companies are taking investors for a ride. I am not talking about any chit fund or MLM or other out and out cheating companies. I am sharing my experience with a leading Life Insurance company in the country. Two incidences took place during the last 30… Continue reading Are You Ready for the New Seller Beware World?

Effortless Experience
Content Marketing, Service Design

It Takes Efforts to Create Effortless Experiences

"Bad design is smoke, while good design is a mirror." Juan Carlos Fernandes Service Design as a principle plays a key role in designing a service. Services not designed keeping in mind the human-centered service design principles are going to create irritating and frustrating experiences for the users of the service. The irony is this… Continue reading It Takes Efforts to Create Effortless Experiences

Service Design Content Marketing
Content Marketing, Customer Engagement, Human Centred Service Design, Service Design

Human Centred – What Content Marketers learn from Service Designers

Yes, two disciplines look distinctly unrelated, but yet Service Design principles can add value to what Content Marketers do.  To consider content marketing only as initiatives to satisfy Google algorithm is a very limited view of this powerful means of marketing. IDEO, the world leader in the Service Design space believes; “Empathy is the capacity… Continue reading Human Centred – What Content Marketers learn from Service Designers

Human Centred Service Design, Service Design

How can service design approach reduce waiting time?

Healthcare is the industry where people consume the service out of compulsion. No customer comes there out of their desire or choice. Perhaps customers come here when they are in distress and in delicate health condition. People accompanying the patient are also in the disturbed mind as their loved and dear one is suffering and they… Continue reading How can service design approach reduce waiting time?

Service Design

Service Design – Why you can’t ignore it?

We all know the premium designers products command in the market. As far as services are concerned most service providers are not designing the service. Services are about customer services. For new age businesses, customer service is the core service. It does not come into play once the goods are sold and when the problem… Continue reading Service Design – Why you can’t ignore it?