How retailers can use service design to help create online experiences’

GREG RANDALL | July 13, 2018

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Service design, according to the Nielsen Norman Group, is the act of “designing, aligning, and optimizing an organisation’s operations to support customer journeys”.The successful execution of a service design plan requires three different components to work harmoniously together across the entire business:People. The employees, contractors, vendors, and other service providers. Tools. The diverse list of physical and digital artefacts required by the business to support experiences.  Some examples: ecommerce technology, physical click and collect counters, online chat software, business architecture and/or business system connectivity.  2. Post-purchase. The service design activities that create amazing experiences after the consumer has turned into a customer.  All post-purchase activities start at the moment the consumer has parted with his/her money, right through to the point the consumer receives the product.

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Spotlight

The Content Advisory

Content is everything the business creates in order to communicate. In today’s world, the way we communicate is the only thing that separates us from the next: The next click, the next competitor, the next answer. TCA – The Content Advisory is a consulting and training company; blending the art and science of intelligent content to help today’s modern business communication’s strategy.

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