Empathy in Business

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

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

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

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

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?