Keyword: Business development
-
Pamela Spokes
From fixing problems to preventing them: Why service design is not customer service
Service design is a proactive business development approach that creates well-functioning services, reducing the need for customer service. This article explains the difference between service design and customer service.
-
Pamela Spokes
Digging deeper for direction: What is the goal of the goal?
Asking what the goal of the goal is, is another way of asking why. This is what service designers mean when they say that they need to understand the customer of their customer. What are the right questions to ask?