Experiences aren’t Quantities

(Originally published in September 2015) “A fundamental problem in business is that business tools are nearly completely quantitative. . . The qualitative is almost ignored completely or nonexistent in any kind of organization’s decision-making process — but it’s always driving customer decisions.”— Nathan Shedroff, Chair of the MBA in Design Strategy at CCA To improve the depth of understanding... Continue Reading →

How do you know when you’re successful?

This blog post (originally published in April 2015) is the first of two parts about alternative metrics. “What you measure affects what you do. If you don’t measure the right thing, you don’t do the right thing.”— Nobel Prize Winning Economist, Joseph Stiglitz Part 1 — The Shortcomings of Traditional Metrics When gauging the value and success... Continue Reading →

Interesting Service Characteristics

(Originally published in November 2014) As stated in an earlier post, a service is defined by the Oxford dictionary as “the action of helping or doing work for someone.” By breaking this definition down, we see a service is comprised of three things: an intangible good (the outcome of the action), a provider, and a... Continue Reading →

Amusing Offering: Wag Brigade

Pig greets travelers at San Francisco airport: LiLou is the first swine to join the airport’s a team of therapy animals, and is believed to be the only airport porker in the country. Adorable. Memorable. Unexpected.The Wag Brigade brings joy to an otherwise stressful environment. Design Considerations:Sometimes called "surprise and delight" - how might we... Continue Reading →

Newest isn’t always Best

(Originally published in October 2014) From renting movies, to selling clothes, to providing family vacation packages, every business should strive to understand how it can provide the best possible service experiences. Services have existed since long before formalized economies and, along with the rest of the world, have always changed and evolved in response to... Continue Reading →

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