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

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A production of Neolux Consulting