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Exploring design systems for services / Dan Mall / Episode #116

Service Design Show

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How to Recognize Customers Are Dealing With Us

How do customers recognize that they are dealing with us, not a competitor? And I'm not talking about brand here per se, but in the actual service delivery. So you step into this restaurant or this coffee bar, how do you actually know it's specific to this specific restaurant? Right? Would that be a question? Vellant question? Yeah, yeah, absolutely. It reminds me of a story of the Ritz Carlton and at the RitzCarlton, every employee gets to spend something like they have $200 or $250 that they get to spend on every guest.

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