O Impacto Emocional da Comunicação: comunicação não verbal influencia diretamente a percepção de serviço. Neste artigo mostramos como pequenas mudanças no olhar, postura e tom podem transformar o atendimento em uma experiência premium.

Leia o artigo completo em:

Blog - Make it Shine Brilho nos Negócios
https://wix.to/in1G7nh

#AtendimentoAoCliente #Comunicação #Liderança #ExperiênciaDoCliente #ServiceDesign

I started writing the post in mid-May. Sadly, my father died shortly afterwards, so I haven't been able to finish it before now.

Anyway, here it is: a short anecdotal excursion into why people use captions or subtitles on the web.

(It isn't what you think.)

#serviceDesign #accessibility #a11y #autism #neurodiversity

https://design.scotentblog.co.uk/why-people-use-subtitles-and-captioning/

This is way too accurate.

Promo for Lou Downe's new book, Bad Services: https://www.youtube.com/watch?v=padhecMK3ck

#ServiceDesign #CustomerExperience #CXDesign #design

DBD Cornucopia is now available for teams to play online. Free to use, no registration, no tracking.

Thank you Adarsh Kumar @Adarshkumar0509 from OWASP Cornucopia (open source security threat modelling of software) for adding Digital Benefits and Disbenefits Cornucopia to their Copi online gaming engine.

https://copi.owasp.org/

#welfarebenefits #socialprotection #egovernment #servicedesign #threatmodelling #harms #hci

Poor quality service is expensive. The cost is just hidden.

It shows up in contact centre volumes, error correction, appeals, complaints, and the time staff spend managing failures rather than delivering value.

The business case for investing in service quality isn't about making things nicer. It's about stopping paying for the same failures, over and over, in ways you're not measuring.

#ServiceDesign #ServicePerformance

After yet another day of outage from my business bank, I found myself thinking: “I could do this better. I should start a bank.”