Explicit Impersonal Service
S01:E15

Impersonal Service

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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.

Chapters

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

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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

0:00Intro
0:48Organizations are collections of humans
1:49Ask Unnecessary Emotional lnformation
4:43Good salespeople understand the value of emotion
6:30It works even when we recognize it
11:32Different Levels of Service Design
13:28Some good advice when facing change and uncertainty
15:19Making It Personal Is Different For Every Culture
18:01Culture is more than just nationality
23:41Just Remember Me
29:03and for extra points, Remember My Preferences
31:43If you already have the information, use it!