presented by Clearleft
15th – 17th June 2009 Cumberland Hotel, London
Day 1 10:15am – 11:00am
As user-experience designers, we often preach the value of our work by citing the “free” self-service opportunities we can create. Yet how many of us have actually examined the foundations of customer service? And can we still learn from the service gurus of the 80s? Having helped develop several service-training programs—and indirectly turned two mediocre carriers into “Airlines of the Year” — I think customer service might just be the UX motherlode.
The concept of “customer service” has been kicking around for over a century. More recently, we’ve seen it morph into “Customer Relationship Management.” Basically, we’re talking about the design and execution of a system of activities—people, processes, and technology—that ultimately build brand, revenues, and customer satisfaction.
In this presentation, I will review the basics of customer service and show:
UX London has finished …for now. Thanks to everyone who attended.