What is about advanced capitalism that reproduces primitive Soviet-style customer service experiences? what bank wouldn’t want to help a valued customer stressing out about her lost payment cards and personal data. Or so we thought. Five reasons why call centres end up failing.
Articles dealing with Sectors
May 23rd, 2010 by Simon Kirby · No Comments yet - click here to leave yours
May 5th, 2010 by Simon Kirby · No Comments yet - click here to leave yours
This is an excellent government customer service innovation from Singapore. If you need to go to a health clinic, it’s useful to know how long you need to wait. By giving customers this information, clinics can cut costs by smoothing out service demand peaks.
March 1st, 2010 by Simon Kirby · No Comments yet - click here to leave yours
Government is a Seventeenth Century machine, with late Twentieth Century middleware operating in a sceptical Twenty-First Century environment. To solve its (our?) public expenditure challenge needs solutions that do more with less, and not less with less. Getting those solutions imagined, designed and implemented is going to need a different way of doing things.
Public policy [...]
February 20th, 2010 by Simon Kirby · 1 Comment so far - click here to leave yours
“Payday loans” are poisonously expensive debt wrapped in sugar-coated brand and service for poor and desperate people. A constant or frequent loan at 2500% APR is the financial equivalent of a crack addiction.
February 7th, 2010 by Simon Kirby · 2 Comments so far - click here to leave yours
In the rich world, we’re unlikely to solve our obesity epidemic any time soon. Weight gain will change the financial arithmetic of many products and services. Wise companies will innovate to develop propositions that meet the physical, social and identity needs of overweight consumers.