DC114 Critique: When People Are the UI in Service Designs

In service design and delivery, people are the user interface
between an organization and its customers. This anecdotal episode
recounts two excellent customer experiences with two seemingly
well-run companies. Both employ people whose friendly
personalities and professional skills, backed by efficient
business processes, won them Tim's business.
Story 1: WOW Internet makes switching from internet service
provider AT&T Uverse painless and affordable.
Story 2: A Plus Auto Repair & Transmission shows how to win
expensive repair jobs over Hodges Subaru, an official
dealership.

A bonus critique of the ConnectSense CS-TH Wireless Temperature
Sensor shows how crucial first time setup is and the consequences
of it failing. Product setup is your brand's ambassador! Don't
screw it up!

Merry Christmas, Yuletide Greetings, and Happy New Year. Please
submit a review on the iTunes Store if you want to thank us for
another year of episodes.