employee passions

March 20, 2017

Passion-based Service Design: How to win and retain customers

If you’ve ever tapped on the screen of your smartphone and found it to be unresponsive, then you can relate to that sinking feeling in the pit of your stomach that tells you this is not going to be a good day. I experienced that recently, when my phone, less than two years old (and of course, out of warranty) decided that our relationship had come to an end. There was no forewarning that our love affair was in jeopardy— I just got dumped, and without so much as a text message breakup. While I mourned the end of what I thought had been a fruitful relationship, I dreaded even more the thought of shelling out the better part of $800 for a new phone, after having to buy a replacement device less than six months ago for the same problem with another phone. There must be something I can do to resurrect this one, I thought. So started my service journey with Apple.