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Lou Downe
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Why we need service literacy, now
In the winter of 2019, Paris was much like any other large northern European city; messy, imperfect, and cold.
But like every other city, there was a more deliberate force behind some of the mess if you looked closely. Paris was suffering the consequences of early 00s sharing-economy optimism; Its streets jammed with Ubers, snaking around blocks of ghost hotels.
One problem in particular was uppermo
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Good Services: Decoding the Mystery of What Makes a Good Service
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* Note: these are all the books on Goodreads for this author. To add more, click here.
“we now exist in a world where we compete on the quality of our services, not the strength of our messages.”
― Good Services: How to Design Services that Work
― Good Services: How to Design Services that Work
“When you’re making the purpose of your service clear, you’ll need to think about four distinct things – what your service does, why it does that thing, how it works and who it’s for.”
― Good Services: How to Design Services that Work
― Good Services: How to Design Services that Work
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