Design Your KPIs
1000 irritations or 1 catastrophe?
How most banks complaints systems drive them to fix trivial problems first and ignore the rarer customer disasters.
Why that call centre wants to get you off the phone…
We have all been hurried off the phone by a call centre. Have you ever wondered what made that happen?
When to leave things out and ignore people….
Sometimes things jar when you first see them. I see this a lot with dashboards that I help design (or redesign). People become very wedded to both the look – but more crucially they are wedded to the logic of how something is laid out. I think a brilliant example of this is the modern…
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