The value of customer experience is the core of Service Design. Underestimated is the value of this heart/soul in service organisations towards the customer. The #1 theme for service organisations in the next decade organising their organisation down-top and reigniting the pride to be at service!!! A presentation made for the Service Design Thinks in Amsterdam given at May 31st 2011. A presentation that also starts with what passion brings me in motion, a passion from the soul.

1. My Passion in Motion. Service Design Thinks | May 31 2010 | Amsterdam

2. A passionthatgives me 30 years of limitlessenergy.

3. Ok, It’s about design & the ultimate technologyenabledexperience.

4. But most of all it’sabout the enthousiaststhat live theirpassion.

5. And preferoldauthenticbikesover state of the art motorcycles.

6. This made me ponder: what is goingon?

7. And the answer comes from the El Bulli’s Chef, FerranAdria: it´s the Social Agenda!

8. ……the Social Agenda!

9. So me- and mybikerfriends are the earlyadopters of the Social Agenda.

10. A Non-Authenticexamplefor me: Chanel usesmypassion in advertsing….

11. Customerswant to be taken seriousand knowwhenthey are served without a “SOUL”,examples:

12. The Algoritmiclock-in: Amazon, Bol.com, Facebook, Google, et cetera.

13. Gettingpissedoffby the call-scripttreat.

14. Talk aboutoperationalexcellencebutgiveusendlesswaitinglines……

15. Image courtesy : Proto Partners, Australia Customersdistinctverywellthemselvesthe differencebetweengood- and bad services.

16. And whencompaniesreally go the extra mileto serve you.

17. There are beautifulexamples of companiesexploringthe extra mile.

18. Butitsbetter to intrisicallyembed thisintoyourOrganisation.

19. Putting back the Soul in services giving the customersanAuthentic feeling.

20. The Social Agenda according to FerranAdria: Freedom to Create, elBulli Foundation.