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Growing up as a team
A few days back, I watched my two teenage kids somewhat reluctantly eat the morning cereals (the healthy ones) while pretending to listen to my...
Three ways to make sure your service design project gets implemented
Never have corporate executives approached me with a request to facilitate a service design process in the company just to confirm that they should continue...
What do you get when you hire a service design team — an eccentric artist or a guy with a paintbrush?
You have been there. Or at least heard the stories. The service design team presents the results of their work, you take it in and...
Where did the simplicity go?
Most new apps being developed for “old companies” don’t have the goal of adding some desperately needed features (because they are all already there), but...
The unimportance of planning
There is a well-known saying: “Man makes plans . . . and God laughs.” Still, it often seems that this universal knowledge fails to make...
Want to “wow“ your customers? Stop polishing the wrong thing.
I am pretty certain more or less everyone has heard the statement that 80% of companies think they deliver excellent service and that only 8%...
Just do it (again)!
Marketing highlights what brands can do for you to make your life easier and solve your problems. It highlights that some brands make you feel...
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