Service Innovation

I am super enthusiastic about two recent interactive touch-points, that I think show the power of giving control to the customer. The first of these is the Honda R advertising campaign (link), in which the Honda Civic is presented in two ways at the same time. One, as a supportive family car, and the other […]

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I have always been a bit sceptical to the idea of demographic segments, although I guess broadly there are age cohorts that have similar needs. However, I think if you rather look at groups with similar needs, without specifically focusing upon age, then you are more likely to develop the right services and experiences. I therefore […]

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I read this interesting blog post (link) on Brand Republic today and it reminded me of a couple of books that I read a long time back. Its always good to be reminded of some good classics. The first was “Good to Great”, (link) which summarised the importance of the infusion of a reason for […]

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I re-found a treasure today whilst looking up the bakery that tweets as its produce comes hot out of the oven (link). Its the global rich list and a very nice (and so old its retro-trendy) website that does one thing incredibly well. It makes you step back and think about your own financial situation […]

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Colleen Jones at UX matters (link) writes a thoughtful view about the term engagement and relates it nicely to experience design. She gives a definition from the Advertising Research Foundation that in my view clouds the matter totally: “Engagement is turning on a prospect to a brand idea enhanced by the surrounding context.”         In her discussion […]

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