This episode Guy Martin and Daniele Catalanotto go into what makes a service seem impersonal, and how organizations can make small changes to help their customers feel warmer about their interactions. Daniele tries to get a coffee from Starbucks, and we talk about hotels again.
Chapters
00:00 Intro
00:48 Organizations are collections of humans
01:49 Ask Unnecessary Emotional information
04:43 Good salespeople understand the value of emotion
06:30 It works even when we recognize it
11:32 Different Levels of Service Design
13:28 Some good advice when facing change and uncertainty
15:19 Making It Personal Is Different For Every Culture
18:01 Culture is more than just nationality
23:41 Just Remember Me
29:03 and for extra points, Remember My Preferences
31:43 If you already have the information, use it!
