Explicit Impersonal Service

Impersonal Service

Episode description

This episode Guy Martin and Daniele Catalanotto go into what makes a service seem impersonal, and how organizations can make small changes to help their customers feel warmer about their interactions. Daniele tries to get a coffee from Starbucks, and we talk about hotels again.


00:00 Intro

00:48 Organizations are collections of humans

01:49 Ask Unnecessary Emotional information

04:43 Good salespeople understand the value of emotion

06:30 It works even when we recognize it

11:32 Different Levels of Service Design

13:28 Some good advice when facing change and uncertainty

15:19 Making It Personal Is Different For Every Culture

18:01 Culture is more than just nationality

23:41 Just Remember Me

29:03 and for extra points, Remember My Preferences

31:43 If you already have the information, use it!

34:17 Outro

Interested in the book, Service Design Principles 1-100? Check out the special offer just for podcast listeners.

Support us with Value 4 Value

Find out more about “Value 4 Value” here: https://value4value.info/

Time - rate us on your preferred podcast platform, write a review, or submit your own service design principles or insights into the SDP in the books.

Talent - Help promote the podcast on social media, produce some incidental music for the show, or suggest a way your talents can help.

Treasure - use a modern podcast app to send us boost-a-grams or streaming value. We’ll recognize all contributions and comments in future episodes. Alternatively, make a traditional donation via Ko-Fi to help us cover our hosting and production costs.

Get a modern podcast app: https://modernpodcastapps.com/

Traditional donation: https://ko-fi.com/neoluxpodcasts https://www.paypal.com/donate/?hosted_button_id=KCP8BRUHP3HZS

Daniele Catalanotto is a service design practitioner, the author of the Service Design Principles series of books, and the founder of the Swiss Innovation Academy

Guy Martin has worked with global companies and startups in a wide range of roles, including service delivery, corporate education, and leadership development.

Music by Mikhail Smusev from Pixabay

Thanks to Castopod, a Podcasting 2.0 and ActivityPub enabled host, for their support.

A production of Neolux Consulting