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Showing posts from May, 2010

LOOK AT LIFECYCLE SERVICES

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Recently I received a mailing from my optician offering me a free check up, as it has been over 2 years since I bought my pair of glasses. This is a great example of looking at services from a lifecycle point of view. It is not only at the point of sale that I am their customer, but also really over the lifecycle of the actual usage of my glasses. In this way a retailer/optician is also a service provider. There are many more service opportunities when you look at the lifecycle usage of products. E.g. the dentist can send you a reminder for your semi-annual check up, the IT provider can ask you whether you maybe need some extra memory, the car dealer can ask if you need your car inspected for the holidays. This is applicable in both the BtC and in the BtB market. The supplier of office equipment can check whether you need extra filing cabinets, the broadband provider can ask whether the speed is still sufficient, the caterer can check whether you are interested in more organic pr

THE JOB INTERVIEW EXPERIENCE: BUILDING A RELATIONSHIP OR ...?

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When organizations need new employees they start up their recruiting process (preferably earlier, but that is not the topic of this article). Once the first candidates are selected the interviews will start. Certainly at this initial stage you could say that the potential employees are still your customer. So, it would be a great idea to apply the rules of customer experience design to this process. But there is still a long way to go! Let’s split up the interview process into three steps: Preparation Interview Follow up Ad 1. Preparation The expectations for the ‘new’ employee are high. They are supposed to have read all the relevant (web) information about the employer. Out of that huge database they have to distill relevant and clever questions. They also have to know what they want for themselves, what their goal is and why they would be ideally suited for the job. And of course what their motivation is. This is all very logical and although it is very time-consuming, it is o