Touch Points
Touch points from a long, long day: the 5am cashier in Chicago O’Hare with a world weary ‘how are you today?’; cruising across a rush …
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02 Mar 2009
How you know whether something is really, absolutely working as planned?
And if you’re offering a service – how to communicate to suspicious customers that you …
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The lady at the counter gives an upgrade with a smile and nary a request for a credit card – legroom weighs the odds of …
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Cleaning staff wedging open a door using old copies of the Post.
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Service Implications
15 Aug 2007
Post box, customised to push this. Service implications, for whom?
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Instructions ‘to minimize swallowing use a pea-sized amount’ written on a toothpaste tube bought in DC airport.
The extent to which there is a cross-cultural understanding …
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The stuff that goes through your head in the moment of time between the doors opening and starting a presentation. The ability to recall the …
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