Links and Reflections: 19 Jan 08

The Best and Worst Customer Service from Business Week
"Why are some companies champs when it comes to providing customer service and others, well, chumps? We've created this forum to encourage readers to share their most recent customer service experiences—good or bad. And if your experience wasn't good, tell us how you resolved the situation. So join in!"

Clearly just launched but potentially a good source of stories, but why not harvest your own...? Here's personal reputation management from Rapleaf -  and outsourcing your customer service to your customers at Getsatisfaction - ( Via ).

More great research mojo... from Sense Worldwide
An example of one of the current crop of emerging research tools to engage with users on their terms, allowing them control to contribute when and where they wish.



This time Sense Worldwide want your night time party tales - I love to party , following the  I love my format. Just complete 10 quick questions and your name will appear at the end of the book they're producing! The 'I love my chair' book's available on lulu is small and rather nice.

Nice when we share tools and methods don't you think?
Engine  give us insights into the tools and methods they use when designing services. I particularly like the look of Desktop Walkthroughs. Why not give it a try and let them know how it works out?

Apple get it right... designing for specific activities,  not demographics
Again from Business Week; Apple's approach isn't about targeting hipsters, says Donald A. Norman, a professor at Northwestern University and author of The Design of Future Things. Rather, the company's design genius lies in its dedication to making simple, elegant devices for specific activities, not demographic types, he says. Its early markets were learning and publishing; now they're creativity and entertainment. "The proper way to design is not to target an individual type of customer. You want 100 million customers," says Norman.

If they're so good, What should Apple do next?
Business Week asked an eclectic group of analysts, designers, innovators, educators, and marketing experts for their opinions on what products, services, and experiences Apple might set its sights on next. Predictably, suggestions ran the gamut from the highly improbable—a ride on the Apple subway anyone?

Comments

[Charlie Gower]

Never been quite sure about using the word party as a verb myself...