Observation is an underrated art

Understanding starts with questioning and empathy

Service Innovation

What Service design is

Design Thinking

How to get new, fresh ideas

Corporate Culture

Your organizational culture displays your abilities

The way we C it

a blog about customers, services and companies

Price or service?

Help me out here… Yesterday I arrived a Gerona Airport and did the usual rush to the Goldcar desk to avoid standing in line for an hour. When you’re to late, your screwed because they are slow: I mean hassle slow, unbelievably slow. What I really can’t figure out is why they can keep me at their tiny window for so long when I rent a car at least three times per year. They should know me by now, or at least, their system should. But that is not the issue for now. Read on