Hello!
During these weeks I have been working on my assignment about customer interaction.
From the beginning I had a challenge
to find a suiting limitation and angle, but after some guidance from Per I
think I found a good set up.
I actually chose to analyze a specific project I
have been personally involved in and I found it very giving to really analyze
how we could improve even further to next time.
This week´s assignment:
Blog: Reflect upon one or two videos presented above and reflect on how the
presented concepts relate to your organization.
Since I´m in the heavy commercial vehicle
industry, I watched the two last videos with great interest! Me and some colleagues
actually met Robert Sahlberg in Karlstad a couple of years ago and it´s amazing
how they with good, with clever ideas and quite small resources, have succeeded
in making the public transport in Karlstad attractive!
Because if you go to yourself - what
makes you take the bus? It probably needs to be easy (tickets, finding route) and
convenient. The bus should take you where you want to go, from point A to B),
it should be on time, the buses should be neat and clean and it should be
affordable.
KarlstadBuss have made very clever
things in regards to these aspects. Take for example the color coded route map that
looks like a metro map which make it easy to see which bus to take – genius!
And putting the same color on the actual buses running on that line to make it easier finding the right bus – perfect! And it
doesn’t cost any extra.
They also put some effort into the
interior, how to chose colors to keep the interior stylish? This doesn´t cost
any extra, it just cost some extra thinking!
By putting a lot of new technology into
the buses, such as WiFi and “Bus-TV” it gives a modern feeling of the bus. In
his video Robert sais that they want to make the passengers feel like it´s
their channel, and the passengers can send in pictures that get published. Think
that is a very good idea personifying and making people feel like they are
involved.
I also think that the film with the well known comedians treating the subject
how to behave on a bus, was good! I think that by showing this funny movie treating
the subject “no feet on the seats” instead of a regular boring sign, actually will
keep peoples feet off the seats. J
To summarize, I think that KarlstadsBuss
is really a precursor and inspiration for many cities of how to work with small,
clever things to improve customer experience and with this, making public transport
attractive!
This week´s assignment:
Blog: Expectations of the module and in
what way it will be of benefit to you (and/or to your organization/business)
In the introduction to this module it
says that issues such as for example “the customer perspective as a fruitful
perspective for service development”, “interaction with misbehaving customers”
and “multimodal communication (including gestures, mimic and body language)” will
be addressed – that I think that sounds particularly interesting.
My expectations on this module is to
learn more about customer interaction – what is important to keep in mind? And
how can you improve actions and behavior to get better customer experiences? Hopefully
we will also get some good advises what to think about when dealing with misbehaving
customers.
//Anki