<description>&lt;p&gt;This episode Guy Martin and Daniele Catalanotto go into what makes a service seem impersonal, and how organizations can make small changes to help their customers feel warmer about their interactions. Daniele tries to get a coffee from Starbucks, and we talk about hotels again.&lt;/p&gt; &lt;hr /&gt; &lt;p&gt;&lt;strong&gt;Chapters&lt;/strong&gt;&lt;/p&gt; &lt;p&gt;00:00 Intro&lt;/p&gt; &lt;p&gt;00:48 Organizations are collections of humans&lt;/p&gt; &lt;p&gt;01:49 Ask Unnecessary Emotional information&lt;/p&gt; &lt;p&gt;04:43 Good salespeople understand the value of emotion&lt;/p&gt; &lt;p&gt;06:30 It works even when we recognize it&lt;/p&gt; &lt;p&gt;11:32 Different Levels of Service Design&lt;/p&gt; &lt;p&gt;13:28 Some good advice when facing change and uncertainty&lt;/p&gt; &lt;p&gt;15:19 Making It Personal Is Different For Every Culture&lt;/p&gt; &lt;p&gt;18:01 Culture is more than just nationality&lt;/p&gt; &lt;p&gt;23:41 Just Remember Me&lt;/p&gt; &lt;p&gt;29:03 and for extra points, Remember My Preferences&lt;/p&gt; &lt;p&gt;31:43 If you already have the information, use it!&lt;/p&gt; &lt;p&gt;34:17 Outro&lt;/p&gt; &lt;footer&gt;&lt;hr /&gt; &lt;p&gt;Interested in the book, &lt;strong&gt;Service Design Principles 1-100&lt;/strong&gt;? Check out the &lt;a href="https://store.swissinnovation.academy/book-service-design-principles-1-100?coupon=GUY-HAS-A-GIFT-FOR-YOU-BUT-PSSST-ITS-A-SECRET"&gt;special offer just for podcast listeners&lt;/a&gt;.&lt;/p&gt; &lt;hr /&gt; &lt;p&gt;&lt;strong&gt;Support us with &lt;em&gt;Value 4 Value&lt;/em&gt;&lt;/strong&gt;&lt;/p&gt; &lt;p&gt;&lt;em&gt;Find out more about “Value 4 Value” here: &lt;a href="https://value4value.info/"&gt;https://value4value.info/&lt;/a&gt;&lt;/em&gt;&lt;/p&gt; &lt;p&gt;&lt;strong&gt;Time&lt;/strong&gt; - rate us on your preferred podcast platform, write a review, or submit your own service design principles or insights into the SDP in the books.&lt;/p&gt; &lt;p&gt;&lt;strong&gt;Talent&lt;/strong&gt; - Help promote the podcast on social media, produce some incidental music for the show, or suggest a way your talents can help.&lt;/p&gt; &lt;p&gt;&lt;strong&gt;Treasure&lt;/strong&gt; - use a modern podcast app to send us boost-a-grams or streaming value. We’ll recognize all contributions and comments in future episodes. Alternatively, make a traditional donation via Ko-Fi to help us cover our hosting and production costs.&lt;/p&gt; &lt;p&gt;Get a modern podcast app: &lt;a href="https://modernpodcastapps.com/"&gt;https://modernpodcastapps.com/&lt;/a&gt;&lt;/p&gt; &lt;p&gt;Traditional donation: &lt;a href="https://ko-fi.com/neoluxpodcasts"&gt;https://ko-fi.com/neoluxpodcasts&lt;/a&gt; &lt;a href="https://www.paypal.com/donate/?hosted_button_id=KCP8BRUHP3HZS"&gt;https://www.paypal.com/donate/?hosted_button_id=KCP8BRUHP3HZS&lt;/a&gt;&lt;/p&gt; &lt;hr /&gt; &lt;p&gt;Daniele Catalanotto is a service design practitioner, the author of the Service Design Principles series of books, and the founder of the &lt;a href="https://store.swissinnovation.academy/principles-series"&gt;Swiss Innovation Academy&lt;/a&gt;&lt;/p&gt; &lt;p&gt;Guy Martin has worked with global companies and startups in a wide range of roles, including service delivery, corporate education, and leadership development.&lt;/p&gt; &lt;p&gt;Music by &lt;a href="https://pixabay.com/users/sigmamusicart-36860929/?utm_source=link-attribution&amp;amp;utm_medium=referral&amp;amp;utm_campaign=music&amp;amp;utm_content=153408"&gt;Mikhail Smusev&lt;/a&gt; from &lt;a href="https://pixabay.com/music//?utm_source=link-attribution&amp;amp;utm_medium=referral&amp;amp;utm_campaign=music&amp;amp;utm_content=153408"&gt;Pixabay&lt;/a&gt;&lt;/p&gt; &lt;p&gt;We support&lt;/p&gt; &lt;p&gt;Thanks to &lt;a href="https://castopod.com/"&gt;Castopod&lt;/a&gt;, a &lt;a href="https://podcasting2.org/"&gt;Podcasting 2.0&lt;/a&gt; and ActivityPub enabled host, for their support.&lt;/p&gt; &lt;p&gt;A production of &lt;a href="https://neoluxconsulting.com/podcasts/service-design-principles"&gt;Neolux Consulting&lt;/a&gt;&lt;/p&gt; &lt;/footer&gt;</description>

Service Design Principles

Neolux Consulting

Impersonal Service

APR 3, 202435 MIN
Service Design Principles

Impersonal Service

APR 3, 202435 MIN

Description

<p>This episode Guy Martin and Daniele Catalanotto go into what makes a service seem impersonal, and how organizations can make small changes to help their customers feel warmer about their interactions. Daniele tries to get a coffee from Starbucks, and we talk about hotels again.</p> <hr /> <p><strong>Chapters</strong></p> <p>00:00 Intro</p> <p>00:48 Organizations are collections of humans</p> <p>01:49 Ask Unnecessary Emotional information</p> <p>04:43 Good salespeople understand the value of emotion</p> <p>06:30 It works even when we recognize it</p> <p>11:32 Different Levels of Service Design</p> <p>13:28 Some good advice when facing change and uncertainty</p> <p>15:19 Making It Personal Is Different For Every Culture</p> <p>18:01 Culture is more than just nationality</p> <p>23:41 Just Remember Me</p> <p>29:03 and for extra points, Remember My Preferences</p> <p>31:43 If you already have the information, use it!</p> <p>34:17 Outro</p> <footer><hr /> <p>Interested in the book, <strong>Service Design Principles 1-100</strong>? Check out the <a href="https://store.swissinnovation.academy/book-service-design-principles-1-100?coupon=GUY-HAS-A-GIFT-FOR-YOU-BUT-PSSST-ITS-A-SECRET">special offer just for podcast listeners</a>.</p> <hr /> <p><strong>Support us with <em>Value 4 Value</em></strong></p> <p><em>Find out more about “Value 4 Value” here: <a href="https://value4value.info/">https://value4value.info/</a></em></p> <p><strong>Time</strong> - rate us on your preferred podcast platform, write a review, or submit your own service design principles or insights into the SDP in the books.</p> <p><strong>Talent</strong> - Help promote the podcast on social media, produce some incidental music for the show, or suggest a way your talents can help.</p> <p><strong>Treasure</strong> - use a modern podcast app to send us boost-a-grams or streaming value. We’ll recognize all contributions and comments in future episodes. Alternatively, make a traditional donation via Ko-Fi to help us cover our hosting and production costs.</p> <p>Get a modern podcast app: <a href="https://modernpodcastapps.com/">https://modernpodcastapps.com/</a></p> <p>Traditional donation: <a href="https://ko-fi.com/neoluxpodcasts">https://ko-fi.com/neoluxpodcasts</a> <a href="https://www.paypal.com/donate/?hosted_button_id=KCP8BRUHP3HZS">https://www.paypal.com/donate/?hosted_button_id=KCP8BRUHP3HZS</a></p> <hr /> <p>Daniele Catalanotto is a service design practitioner, the author of the Service Design Principles series of books, and the founder of the <a href="https://store.swissinnovation.academy/principles-series">Swiss Innovation Academy</a></p> <p>Guy Martin has worked with global companies and startups in a wide range of roles, including service delivery, corporate education, and leadership development.</p> <p>Music by <a href="https://pixabay.com/users/sigmamusicart-36860929/?utm_source=link-attribution&amp;utm_medium=referral&amp;utm_campaign=music&amp;utm_content=153408">Mikhail Smusev</a> from <a href="https://pixabay.com/music//?utm_source=link-attribution&amp;utm_medium=referral&amp;utm_campaign=music&amp;utm_content=153408">Pixabay</a></p> <p>We support</p> <p>Thanks to <a href="https://castopod.com/">Castopod</a>, a <a href="https://podcasting2.org/">Podcasting 2.0</a> and ActivityPub enabled host, for their support.</p> <p>A production of <a href="https://neoluxconsulting.com/podcasts/service-design-principles">Neolux Consulting</a></p> </footer>