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Treating customers as human beings

While organisations race to industrialise services, customers expect to be treated as human beings. A service that does what the customer expects is usually perceived as a quality experience. How do you set the right expectations and meet them whenever and wherever you engage customers?

There are circumstances that have an effect on customers’ experience of service. Standing in queue is never a positive activity, but what happens at the counter determines the overall experience.

Mini Story

Wow’ moments vs. ‘wow’ experiences

Building ‘wow’ moments in certain interactions does not automatically result in a ’wow’ experience for customers. Offering consistently good services throughout the customer engagement is what matters. ‘Wow’ moments can be destructive if they set the bar too high for future interactions. Therefore, it is crucial to deliver good services consistently so that the customers will experience ‘wow’ services.

As Design Director at Livework, I cross-pollinate design and business, leading our efforts to enable impactful organisations by design.

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