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Story: Nattawut Kongsawat
“Customer Lifecycle” is a specific tool that an organization or a company uses to control the quality of its products or services. It is such a powerful tool for an organization or a company to understand better the different phases in the cycle of a customer’s experience.
Identifying the hotspots
Sketching a chart or a structure of customer lifecycle can help an organization identify the “hotspots” more easily. These hotspots help identify various points in services or products that may have problems or flaws, pointing out the high impact points and the potential points that the organization can improve in order to deliver new and better “experiences” to their customers. Also it aligns the organization’s business with the needs of its customers, resulting in better customers’ satisfaction.
Identifying the hotspots is not difficult. The real challenge lines in that the service providers need to ensure that their customers will not be affected by the exist problems any more.
Aligning the business with customers
An organization cannot change the entire customer’s experience without any effects on itself. However, some specific changes in each different step of the customer lifecycle can improve customer experiences a lot, and it’s not necessary to change or undo the entire structure of the organization.
The Silo Effect in a big company; for an instance, where each department works separately and uncooperatively. Most of the time, all these departments are not working under the same one goal, resulting in unorganized and uncooperative working system. And many times, customers will be the ones who have to sacrifice the most in the business chain, but at the same time is the source of solutions to the problem.
Mapping the customer life cycles shows how customers interact with the different department, and how badly or well those departments work together. Once you see how customers are affected in each area, you can get people from each of the departments to work towards the same goals, resulting in better customer experiences. It’s a win-win situation where customers receive more consistent customer experience and you get a business with joined-up departments, which means bigger profits and of course lower costs.
Photo by Pujohn Das/ Space10
The shortage of resources…
The increased number of senior citizens…
The relocation of world’s economic centre…
Through archives and records of our actions, the evidence of our existence is embedded in the data. On the other hand, the data also influences how we see the world and resulting into our actions. A tweet by Lev Manovich, a media theorist, stated that, “19th century was defined by the novel, 20th century culture by the cinema, the culture of the 21st century will be defined by the interface.” This notion may become true to the extent. So could the interface such as data visualisation improve our understanding of the reality of the world? Could it be used as a tool for knowledge cultivation?
Story: Atipong Amornwongpeeti
Heard of a Zipcar? Own a Nokia phone? Chances are that at least a couple of products and services you have been in contact with bear the fingerprint of Chris Downs, a brilliant mind who trailed the blaze for service design. However, as the field has garnered more disciples, this pioneer, now a Principal at Method, has forsaken the foundation assumptions of service design he formulated in its early days for a new vision that gives a new role to insights and better suits the current landscape.
Story: Sommanassa Ngernsa-ard
Professor Andy Miah’s interest has expanded extensively beyond his degrees in Science, Bioethics and Medical Law to other topics that concern emerging technologies and human enhancement. Basically, he advocates the use of technology to enhance humans, individually and socially. His books, lectures and articles usually advocate people to ponder about future of humanity beyond the current context so as to design it without restricted boundaries. His project #media2012 inside the mega event such as Olympics, for example, was also targeted to enhance humans socially with the power of digital media and citizen journalism. This article will seek to provide an insight to those innovative ideas that are centred around humans.