It’s that time of year, where we look back at another year of learning and networking. We really like to have a good conversation and meet in person, but sharing openly as much as possible is also an important part of what we do.
The big stories this year covered AI (surprise!), intranets (an oldie, but goodie) and also a book launch on delivering services.
Keeping with tradition, here are the five posts, which seemed to resonate the most based on readership and engagement numbers.
Read more“Quality in a product or service is not what the supplier puts in. It is what the customer gets out and is willing to pay for”
Austrian American management consultant, educator, and author Peter Drucker is one of the most widely-known and influential thinkers on management and his opening quote is really an eloquent way of saying that the customer's experience and perception of the service or product is what ultimately defines its quality.
Peter Drucker also coined the term “knowledge worker” and that’s really what Gudrun Möller, Service Designer at Zürcher Kantonalbank (ZKB) in Zurich, Switzerland is. Her focus is along the same lines as Drucker on using research data to focus on delivering value to customers and testing, testing, testing.
Prior to joining ZKB 2021, Gudrun has worked on both customer side and with a consulting firm in various roles including Senior Digital Media Manager at Swiss Re, Head of Digital Product Management at Neue Zürcher Zeitung and also as Senior Consultant at Stimmt, a boutique Swiss business consulting firm focusing on customer experience.
Gudrun is also our expert of the month.
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