Services as Structure: Redux

Idris Mootee explores the structure of service design. I’m not sure if this is simply an obvious analogy, or if I should ask for my post back. Let’s see: Howard Hawks quote? Check. Movie scenes as touchpoints? Check. It’s a pretty simple formula for success? Check. James Heskett’s service bookends? Check. Parallels to the world of writing? Check. In Marriott’s customer surveys, 4 of the top 5 factors that contribute to customer loyalty occur in the first ten minutes of interaction with their hotel? Verbatim from Carrie’s comment? Check.

On the other hand, he does make some interesting observations about Le Pain Quotidien.

[via choosenick]




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