About

Welcome to ServiceSafari.net

This blog is a place to read about adventures in our service economy. In developed western countries the service sector has become the principal driver of our economies. In the UK more than 77% of GDP and 91% of employment is within services, whether they are in public, private, or third sector. Civil Service, Local Government, Military, NHS are all public sector services. Banking, Hospitality, Retail, Transportation, and Business-To-Business offerings like Legal, Accounting, Consultancy, Marketing, etc are all private sector services. Charities, Cultural and Arts Organisations, and Social Enterprises are all third sector services.

We all experience service in many forms, multiple times every day. Some of these services make us happy, whilst some disappoint us, or even make us angry. Services are not just the people delivering a service, but include all touch-points from advertising in various media, the website, social media pages, the service-delivery itself, and post-service delivery like after-sales service. It includes technology, people, management, premises, location, etc. We are all increasingly asked for our customer ratings on websites like Amazon and TripAdvisor, and we tell our friends when things go well, and tell even more of our friends when things go wrong. So this is a site where I post my experiences, which admittedly may be somewhat influenced by my professional experience as a Service Designer. There will also be guest postings from some of my colleagues and friends too. Comments and interaction are encouraged so please join our conversation!

Alternatively you can contact me here:

email: james.rock @ designthinkersgroup.com

Website: http://www.designthinkersgroup.com

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One thought on “About

  1. I think your ‘open invitation’ to allow servicesafari.net visitors to share service stories could become a useful resource. I hope you will succeed in encouraging insightful storytelling from your readers using their own customer experiences of services, which have failed to meet their needs.
    I also look forward to reading stories highlighting service experiences, which have exceeded people’s expectations in some way, perhaps where people have intervened in the service process, when systems have not been designed with the flexibility necessary to adapt to people’s unmet needs.

    Service organisations often react very predictably, even to well-articulated stories of broken customer experiences, and these ‘customer complaints’ are often only private communications, between the individuals affected by services and service providers, so ‘the voice of the customer’ never reaches the public domain.
    With the future growth of digital information exchange, this situation will undoubtedly change. It would be interesting to see the development of digital services, which aggregate examples of customer experience stories, using a moderated Business to Customer social platform, similar to that already offered in the health sector by https://www.patientopinion.org.uk/youropinion

    These stories will provide service providers with valuable data and patterns – customer insights, which could be used to inform and improve existing services and stimulate the creation of new ones?

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