A Great Service Creates Active Participation

Tim Brown makes an excellent argument against technology becoming to ubiquitous in the sense that it just solves our tasks without including us in the experience.

The best services are the ones that demand participation, and where this participation becomes an important part of the value created:

    “Any Service organization has got to get over the idea that a great service is something where the consumer doesn’t have to do anything. That’s a really bad service. A great service is where the consumer actually participates, and where they et drawn in, and where they become part of it.” – Tim Brown, IDEO

via Nokia Ideas Project.

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2 Comments

  1. nguyen duong
    May 7
    Reply

    not as lofty and hi-level as what mr. brown is trying to say, however, here’s an observation that sorta fits into this notion of great service = active participation.

    a local shabu-shabu (think, japanese-style fondue) restaurant in town has been doing very well despite the economic downturn and other neighboring businesses closing their doors. this shabu-shabu restaurant, you, the patron, prepares the meal. not a cook, not a waiter, it’s you. this is part of the charm of DIY restaurants. it’s communal, it’s festive, and it’s always fun to go back to. repeat business in this economy is a good thing, no? i think other restaurants can take a page from this. perhaps allowing patrons to take a step behind the counter and wield the chef’s knife to carve up their own piece of unctuous fatty tuna ;) [it’s lunchtime out here in LA, i’m hungry] thanks for your time.

  2. Hi Nguyen, thanks for the comment. :o)

    I think the shabu-shabu is an excellent example, and what I am searching for is how to bridge these ideas to online.. How do we create as engaging and valuable an interaction in a “universe” that set on effectiveness and doing stuff so you don’t have to. Where interactions are forced into screens behinds keyboards or small handsets where time and focus is limited?

    Those are some really interesting questions.

    Thanks again for the contribution :o)

    Best
    Helge

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