{"id":18904,"date":"2024-03-20T16:22:00","date_gmt":"2024-03-20T15:22:00","guid":{"rendered":"https:\/\/dmcgroup.eu\/?p=18904"},"modified":"2024-03-20T16:22:00","modified_gmt":"2024-03-20T15:22:00","slug":"digital-service-design","status":"publish","type":"post","link":"https:\/\/www.dmcgroup.eu\/en\/blog\/user-experience\/digital-service-design\/","title":{"rendered":"Digital Service Design"},"content":{"rendered":"[vc_row type=&#8221;full_width_background&#8221; full_screen_row_position=&#8221;middle&#8221; column_margin=&#8221;default&#8221; column_direction=&#8221;default&#8221; column_direction_tablet=&#8221;default&#8221; column_direction_phone=&#8221;default&#8221; bg_color=&#8221;#000000&#8243; scene_position=&#8221;center&#8221; top_padding=&#8221;120&#8243; constrain_group_1=&#8221;yes&#8221; bottom_padding=&#8221;120&#8243; top_padding_tablet=&#8221;100&#8243; constrain_group_3=&#8221;yes&#8221; bottom_padding_tablet=&#8221;100&#8243; top_padding_phone=&#8221;80&#8243; constrain_group_5=&#8221;yes&#8221; 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column_padding_position=&#8221;all&#8221; column_element_direction_desktop=&#8221;default&#8221; column_element_spacing=&#8221;default&#8221; desktop_text_alignment=&#8221;default&#8221; tablet_text_alignment=&#8221;default&#8221; phone_text_alignment=&#8221;default&#8221; background_color_opacity=&#8221;1&#8243; background_hover_color_opacity=&#8221;1&#8243; column_backdrop_filter=&#8221;none&#8221; column_shadow=&#8221;none&#8221; column_border_radius=&#8221;none&#8221; column_link_target=&#8221;_self&#8221; overflow=&#8221;visible&#8221; gradient_direction=&#8221;left_to_right&#8221; overlay_strength=&#8221;0.3&#8243; width=&#8221;1\/1&#8243; tablet_width_inherit=&#8221;default&#8221; animation_type=&#8221;default&#8221; bg_image_animation=&#8221;none&#8221; border_type=&#8221;simple&#8221; column_border_width=&#8221;none&#8221; column_border_style=&#8221;solid&#8221;][vc_column_text text_direction=&#8221;default&#8221;]\n<div id=\"ez-toc-container\" class=\"ez-toc-v2_0_78 counter-hierarchy ez-toc-counter ez-toc-black ez-toc-container-direction\">\n<div class=\"ez-toc-title-container\">\n<p class=\"ez-toc-title\" style=\"cursor:inherit\">Inhalt<\/p>\n<span class=\"ez-toc-title-toggle\"><a href=\"#\" class=\"ez-toc-pull-right ez-toc-btn ez-toc-btn-xs ez-toc-btn-default ez-toc-toggle\" aria-label=\"Toggle Table of Content\"><span class=\"ez-toc-js-icon-con\"><span class=\"\"><span class=\"eztoc-hide\" style=\"display:none;\">Toggle<\/span><span class=\"ez-toc-icon-toggle-span\"><svg style=\"fill: #999;color:#999\" xmlns=\"http:\/\/www.w3.org\/2000\/svg\" class=\"list-377408\" width=\"20px\" height=\"20px\" viewBox=\"0 0 24 24\" fill=\"none\"><path d=\"M6 6H4v2h2V6zm14 0H8v2h12V6zM4 11h2v2H4v-2zm16 0H8v2h12v-2zM4 16h2v2H4v-2zm16 0H8v2h12v-2z\" fill=\"currentColor\"><\/path><\/svg><svg style=\"fill: #999;color:#999\" class=\"arrow-unsorted-368013\" xmlns=\"http:\/\/www.w3.org\/2000\/svg\" width=\"10px\" height=\"10px\" viewBox=\"0 0 24 24\" version=\"1.2\" baseProfile=\"tiny\"><path d=\"M18.2 9.3l-6.2-6.3-6.2 6.3c-.2.2-.3.4-.3.7s.1.5.3.7c.2.2.4.3.7.3h11c.3 0 .5-.1.7-.3.2-.2.3-.5.3-.7s-.1-.5-.3-.7zM5.8 14.7l6.2 6.3 6.2-6.3c.2-.2.3-.5.3-.7s-.1-.5-.3-.7c-.2-.2-.4-.3-.7-.3h-11c-.3 0-.5.1-.7.3-.2.2-.3.5-.3.7s.1.5.3.7z\"\/><\/svg><\/span><\/span><\/span><\/a><\/span><\/div>\n<nav><ul class='ez-toc-list ez-toc-list-level-1 eztoc-toggle-hide-by-default' ><li class='ez-toc-page-1 ez-toc-heading-level-1'><a class=\"ez-toc-link ez-toc-heading-1\" href=\"https:\/\/www.dmcgroup.eu\/en\/blog\/user-experience\/digital-service-design\/#Digital_Service_Design\" >Digital Service Design<\/a><ul class='ez-toc-list-level-2' ><li class='ez-toc-heading-level-2'><a class=\"ez-toc-link ez-toc-heading-2\" href=\"https:\/\/www.dmcgroup.eu\/en\/blog\/user-experience\/digital-service-design\/#When_I_booked_a_flight_via_Twitter\" >When I booked a flight via Twitter<\/a><ul class='ez-toc-list-level-3' ><li class='ez-toc-heading-level-3'><a class=\"ez-toc-link ez-toc-heading-3\" href=\"https:\/\/www.dmcgroup.eu\/en\/blog\/user-experience\/digital-service-design\/#I_made_a_mistake_I_booked_a_flight_prematurely_For_2_people_Half_a_year_in_advance_I_underestimated_how_much_our_daughter_would_still_be_dependent_on_our_presence_every_evening_six_months_later_In_short_I_had_to_add_a_ticket_to_my_booking_at_a_later_date_Easier_said_than_done\" >I made a mistake: I booked a flight prematurely. For 2 people. Half a year in advance. I underestimated how much our daughter would still be dependent on our presence every evening six months later. In short: I had to add a ticket to my booking at a later date. Easier said than done.<\/a><\/li><li class='ez-toc-page-1 ez-toc-heading-level-3'><a class=\"ez-toc-link ez-toc-heading-4\" href=\"https:\/\/www.dmcgroup.eu\/en\/blog\/user-experience\/digital-service-design\/#Helpdesk_No_connection_under_this_number\" >Helpdesk? No connection under this number<\/a><\/li><li class='ez-toc-page-1 ez-toc-heading-level-3'><a class=\"ez-toc-link ez-toc-heading-5\" href=\"https:\/\/www.dmcgroup.eu\/en\/blog\/user-experience\/digital-service-design\/#Its_Magic_%E2%80%93_one_tweet_gets_the_ball_rolling\" >It&#8217;s Magic &#8211; one tweet gets the ball rolling<\/a><\/li><li class='ez-toc-page-1 ez-toc-heading-level-3'><a class=\"ez-toc-link ez-toc-heading-6\" href=\"https:\/\/www.dmcgroup.eu\/en\/blog\/user-experience\/digital-service-design\/#Its_not_called_%E2%80%9Cearned_media%E2%80%9D_for_no_reason\" >It&#8217;s not called &#8220;earned media&#8221; for no reason<\/a><\/li><li class='ez-toc-page-1 ez-toc-heading-level-3'><a class=\"ez-toc-link ez-toc-heading-7\" href=\"https:\/\/www.dmcgroup.eu\/en\/blog\/user-experience\/digital-service-design\/#Heading3_for_SEO_Hierarchy\" >Heading3 for SEO Hierarchy<\/a><\/li><\/ul><\/li><\/ul><\/li><\/ul><\/nav><\/div>\n<h1><span class=\"ez-toc-section\" id=\"Digital_Service_Design\"><\/span>Digital Service Design<span class=\"ez-toc-section-end\"><\/span><\/h1>\n[\/vc_column_text][vc_column_text text_direction=&#8221;default&#8221;]\n<h2><span class=\"ez-toc-section\" id=\"When_I_booked_a_flight_via_Twitter\"><\/span>When I booked a flight via Twitter<span class=\"ez-toc-section-end\"><\/span><\/h2>\n[\/vc_column_text][\/vc_column_inner][\/vc_row_inner][vc_row_inner column_margin=&#8221;default&#8221; column_direction=&#8221;default&#8221; column_direction_tablet=&#8221;default&#8221; column_direction_phone=&#8221;default&#8221; text_align=&#8221;left&#8221; row_position=&#8221;default&#8221; row_position_tablet=&#8221;inherit&#8221; row_position_phone=&#8221;inherit&#8221; overflow=&#8221;visible&#8221; pointer_events=&#8221;all&#8221;][vc_column_inner column_padding=&#8221;no-extra-padding&#8221; column_padding_tablet=&#8221;inherit&#8221; column_padding_phone=&#8221;inherit&#8221; column_padding_position=&#8221;all&#8221; column_element_direction_desktop=&#8221;default&#8221; column_element_spacing=&#8221;default&#8221; desktop_text_alignment=&#8221;default&#8221; tablet_text_alignment=&#8221;default&#8221; phone_text_alignment=&#8221;default&#8221; background_color_opacity=&#8221;1&#8243; background_hover_color_opacity=&#8221;1&#8243; column_backdrop_filter=&#8221;none&#8221; column_shadow=&#8221;none&#8221; column_border_radius=&#8221;none&#8221; column_link_target=&#8221;_self&#8221; overflow=&#8221;visible&#8221; gradient_direction=&#8221;left_to_right&#8221; overlay_strength=&#8221;0.3&#8243; width=&#8221;1\/2&#8243; tablet_width_inherit=&#8221;default&#8221; animation_type=&#8221;default&#8221; bg_image_animation=&#8221;none&#8221; border_type=&#8221;simple&#8221; column_border_width=&#8221;none&#8221; column_border_style=&#8221;solid&#8221;][vc_column_text text_direction=&#8221;default&#8221;]by Philipp Brunner[\/vc_column_text][\/vc_column_inner][vc_column_inner column_padding=&#8221;no-extra-padding&#8221; column_padding_tablet=&#8221;inherit&#8221; column_padding_phone=&#8221;inherit&#8221; column_padding_position=&#8221;all&#8221; column_element_direction_desktop=&#8221;default&#8221; column_element_spacing=&#8221;default&#8221; desktop_text_alignment=&#8221;right&#8221; tablet_text_alignment=&#8221;default&#8221; phone_text_alignment=&#8221;default&#8221; background_color_opacity=&#8221;1&#8243; background_hover_color_opacity=&#8221;1&#8243; column_backdrop_filter=&#8221;none&#8221; 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constrain_group_3=&#8221;yes&#8221; bottom_padding_tablet=&#8221;100&#8243; top_padding_phone=&#8221;80&#8243; constrain_group_5=&#8221;yes&#8221; bottom_padding_phone=&#8221;80&#8243; text_color=&#8221;light&#8221; text_align=&#8221;left&#8221; row_border_radius=&#8221;none&#8221; row_border_radius_applies=&#8221;bg&#8221; overflow=&#8221;visible&#8221; overlay_strength=&#8221;0.5&#8243; gradient_direction=&#8221;top_to_bottom&#8221; shape_divider_position=&#8221;bottom&#8221; bg_image_animation=&#8221;none&#8221; shape_type=&#8221;&#8221; gradient_type=&#8221;default&#8221;][vc_column column_element_direction_desktop=&#8221;default&#8221; column_element_spacing=&#8221;default&#8221; desktop_text_alignment=&#8221;default&#8221; tablet_text_alignment=&#8221;default&#8221; phone_text_alignment=&#8221;default&#8221; background_color_opacity=&#8221;1&#8243; background_hover_color_opacity=&#8221;1&#8243; column_backdrop_filter=&#8221;none&#8221; column_shadow=&#8221;none&#8221; column_border_radius=&#8221;none&#8221; 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column_padding_tablet=&#8221;inherit&#8221; column_padding_phone=&#8221;inherit&#8221; column_padding_position=&#8221;all&#8221; column_element_direction_desktop=&#8221;default&#8221; column_element_spacing=&#8221;default&#8221; desktop_text_alignment=&#8221;default&#8221; tablet_text_alignment=&#8221;default&#8221; phone_text_alignment=&#8221;default&#8221; background_color_opacity=&#8221;1&#8243; background_hover_color_opacity=&#8221;1&#8243; column_backdrop_filter=&#8221;none&#8221; column_shadow=&#8221;none&#8221; column_border_radius=&#8221;none&#8221; column_link_target=&#8221;_self&#8221; overflow=&#8221;visible&#8221; gradient_direction=&#8221;left_to_right&#8221; overlay_strength=&#8221;0.3&#8243; width=&#8221;1\/1&#8243; tablet_width_inherit=&#8221;default&#8221; animation_type=&#8221;default&#8221; bg_image_animation=&#8221;none&#8221; border_type=&#8221;simple&#8221; column_border_width=&#8221;none&#8221; column_border_style=&#8221;solid&#8221;][\/vc_column_inner][\/vc_row_inner][\/vc_column][vc_column column_padding=&#8221;no-extra-padding&#8221; 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column_direction=&#8221;default&#8221; column_direction_tablet=&#8221;default&#8221; column_direction_phone=&#8221;default&#8221; bottom_padding=&#8221;40&#8243; bottom_padding_tablet=&#8221;34&#8243; bottom_padding_phone=&#8221;28&#8243; text_align=&#8221;left&#8221; row_position=&#8221;default&#8221; row_position_tablet=&#8221;inherit&#8221; row_position_phone=&#8221;inherit&#8221; overflow=&#8221;visible&#8221; pointer_events=&#8221;all&#8221;][vc_column_inner column_padding=&#8221;no-extra-padding&#8221; column_padding_tablet=&#8221;inherit&#8221; column_padding_phone=&#8221;inherit&#8221; column_padding_position=&#8221;all&#8221; column_element_direction_desktop=&#8221;default&#8221; column_element_spacing=&#8221;default&#8221; desktop_text_alignment=&#8221;default&#8221; tablet_text_alignment=&#8221;default&#8221; phone_text_alignment=&#8221;default&#8221; background_color_opacity=&#8221;1&#8243; background_hover_color_opacity=&#8221;1&#8243; column_backdrop_filter=&#8221;none&#8221; column_shadow=&#8221;none&#8221; column_border_radius=&#8221;none&#8221; column_link_target=&#8221;_self&#8221; overflow=&#8221;visible&#8221; gradient_direction=&#8221;left_to_right&#8221; overlay_strength=&#8221;0.3&#8243; width=&#8221;1\/1&#8243; tablet_width_inherit=&#8221;default&#8221; animation_type=&#8221;default&#8221; bg_image_animation=&#8221;none&#8221; border_type=&#8221;simple&#8221; column_border_width=&#8221;none&#8221; column_border_style=&#8221;solid&#8221;][vc_column_text text_direction=&#8221;default&#8221;]\n<h3><span class=\"ez-toc-section\" id=\"I_made_a_mistake_I_booked_a_flight_prematurely_For_2_people_Half_a_year_in_advance_I_underestimated_how_much_our_daughter_would_still_be_dependent_on_our_presence_every_evening_six_months_later_In_short_I_had_to_add_a_ticket_to_my_booking_at_a_later_date_Easier_said_than_done\"><\/span>I made a mistake: I booked a flight prematurely. For 2 people. Half a year in advance. I underestimated how much our daughter would still be dependent on our presence every evening six months later. In short: I had to add a ticket to my booking at a later date. Easier said than done.<span class=\"ez-toc-section-end\"><\/span><\/h3>\n[\/vc_column_text][\/vc_column_inner][\/vc_row_inner][vc_row_inner column_margin=&#8221;default&#8221; column_direction=&#8221;default&#8221; column_direction_tablet=&#8221;default&#8221; column_direction_phone=&#8221;default&#8221; text_align=&#8221;left&#8221; row_position=&#8221;default&#8221; row_position_tablet=&#8221;inherit&#8221; row_position_phone=&#8221;inherit&#8221; overflow=&#8221;visible&#8221; pointer_events=&#8221;all&#8221;][vc_column_inner column_padding=&#8221;no-extra-padding&#8221; column_padding_tablet=&#8221;inherit&#8221; column_padding_phone=&#8221;inherit&#8221; column_padding_position=&#8221;all&#8221; column_element_direction_desktop=&#8221;default&#8221; column_element_spacing=&#8221;default&#8221; desktop_text_alignment=&#8221;default&#8221; tablet_text_alignment=&#8221;default&#8221; phone_text_alignment=&#8221;default&#8221; background_color_opacity=&#8221;1&#8243; background_hover_color_opacity=&#8221;1&#8243; column_backdrop_filter=&#8221;none&#8221; column_shadow=&#8221;none&#8221; column_border_radius=&#8221;none&#8221; column_link_target=&#8221;_self&#8221; overflow=&#8221;visible&#8221; gradient_direction=&#8221;left_to_right&#8221; overlay_strength=&#8221;0.3&#8243; width=&#8221;1\/1&#8243; tablet_width_inherit=&#8221;default&#8221; animation_type=&#8221;default&#8221; bg_image_animation=&#8221;none&#8221; border_type=&#8221;simple&#8221; column_border_width=&#8221;none&#8221; column_border_style=&#8221;solid&#8221;][divider line_type=&#8221;Full Width Line&#8221; line_thickness=&#8221;1&#8243; divider_color=&#8221;default&#8221; animate=&#8221;yes&#8221;][\/vc_column_inner][\/vc_row_inner][vc_row_inner column_margin=&#8221;default&#8221; column_direction=&#8221;default&#8221; column_direction_tablet=&#8221;default&#8221; column_direction_phone=&#8221;default&#8221; top_padding=&#8221;40&#8243; constrain_group_1=&#8221;yes&#8221; bottom_padding=&#8221;40&#8243; top_padding_tablet=&#8221;34&#8243; constrain_group_3=&#8221;yes&#8221; bottom_padding_tablet=&#8221;34&#8243; top_padding_phone=&#8221;28&#8243; constrain_group_5=&#8221;yes&#8221; bottom_padding_phone=&#8221;28&#8243; text_align=&#8221;left&#8221; row_position=&#8221;default&#8221; row_position_tablet=&#8221;inherit&#8221; row_position_phone=&#8221;inherit&#8221; overflow=&#8221;visible&#8221; pointer_events=&#8221;all&#8221;][vc_column_inner column_padding=&#8221;no-extra-padding&#8221; column_padding_tablet=&#8221;inherit&#8221; column_padding_phone=&#8221;inherit&#8221; column_padding_position=&#8221;all&#8221; column_element_direction_desktop=&#8221;default&#8221; column_element_spacing=&#8221;default&#8221; desktop_text_alignment=&#8221;default&#8221; tablet_text_alignment=&#8221;default&#8221; phone_text_alignment=&#8221;default&#8221; background_color_opacity=&#8221;1&#8243; background_hover_color_opacity=&#8221;1&#8243; column_backdrop_filter=&#8221;none&#8221; column_shadow=&#8221;none&#8221; column_border_radius=&#8221;none&#8221; column_link_target=&#8221;_self&#8221; overflow=&#8221;visible&#8221; gradient_direction=&#8221;left_to_right&#8221; overlay_strength=&#8221;0.3&#8243; width=&#8221;1\/1&#8243; tablet_width_inherit=&#8221;default&#8221; animation_type=&#8221;default&#8221; bg_image_animation=&#8221;none&#8221; border_type=&#8221;simple&#8221; column_border_width=&#8221;none&#8221; column_border_style=&#8221;solid&#8221;][vc_column_text text_direction=&#8221;default&#8221;]\n<h3><span class=\"ez-toc-section\" id=\"Helpdesk_No_connection_under_this_number\"><\/span>Helpdesk? No connection under this number<span class=\"ez-toc-section-end\"><\/span><\/h3>\n<p>As a digital native and web-savvy person, the airline&#8217;s website <a href=\"https:\/\/wwws.airfrance.fr\/splash\" target=\"_blank\" rel=\"noopener\">airfrance.com<\/a> was my first port of call. I have no problem with <strong>digital self-service processes<\/strong>; on the contrary, I like to take care of my own affairs and tasks.<\/p>\n<p>However, booking an additional &#8220;half flight ticket&#8221; for a one-and-a-half-year-old makes things complicated. It would have been easy to buy an additional ticket to my booking online. However, there is no option to add a free ticket (without a seat, so only airport taxes and handling fee are payable) in the self-service area of the website.<\/p>\n<p>Next thought: Pick up the phone the old-fashioned way and <strong>speak to someone at the helpdesk.<\/strong> I avoid it if I can help it. In this case, I saw no other option.<\/p>\n<p>I tried to get through to the Airfrance helpdesk about four times. I tried it at different times of the day. I stayed on the line for 20 minutes. Without success. When I finally got someone on the phone, the call was cut off after four minutes. <strong>High potential for frustration<\/strong>, especially as a call to the call center is very time-consuming and bogs me down due to the long waiting times described above.<\/p>\n<p>Finally, another flash of inspiration: Twitter! I visited the Air France profile and wrote a tweet with my request. I received the answer within a few minutes:[\/vc_column_text][\/vc_column_inner][\/vc_row_inner][vc_row_inner column_margin=&#8221;default&#8221; column_direction=&#8221;default&#8221; column_direction_tablet=&#8221;default&#8221; column_direction_phone=&#8221;default&#8221; text_align=&#8221;left&#8221; row_position=&#8221;default&#8221; row_position_tablet=&#8221;inherit&#8221; row_position_phone=&#8221;inherit&#8221; overflow=&#8221;visible&#8221; pointer_events=&#8221;all&#8221;][vc_column_inner column_padding=&#8221;no-extra-padding&#8221; column_padding_tablet=&#8221;inherit&#8221; column_padding_phone=&#8221;inherit&#8221; column_padding_position=&#8221;all&#8221; column_element_direction_desktop=&#8221;default&#8221; column_element_spacing=&#8221;default&#8221; desktop_text_alignment=&#8221;default&#8221; tablet_text_alignment=&#8221;default&#8221; phone_text_alignment=&#8221;default&#8221; background_color_opacity=&#8221;1&#8243; background_hover_color_opacity=&#8221;1&#8243; column_backdrop_filter=&#8221;none&#8221; column_shadow=&#8221;none&#8221; column_border_radius=&#8221;none&#8221; column_link_target=&#8221;_self&#8221; overflow=&#8221;visible&#8221; gradient_direction=&#8221;left_to_right&#8221; overlay_strength=&#8221;0.3&#8243; width=&#8221;1\/1&#8243; tablet_width_inherit=&#8221;default&#8221; animation_type=&#8221;default&#8221; bg_image_animation=&#8221;none&#8221; border_type=&#8221;simple&#8221; column_border_width=&#8221;none&#8221; column_border_style=&#8221;solid&#8221;][vc_raw_html]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[\/vc_raw_html][\/vc_column_inner][\/vc_row_inner][vc_row_inner column_margin=&#8221;default&#8221; column_direction=&#8221;default&#8221; column_direction_tablet=&#8221;default&#8221; column_direction_phone=&#8221;default&#8221; text_align=&#8221;left&#8221; row_position=&#8221;default&#8221; row_position_tablet=&#8221;inherit&#8221; row_position_phone=&#8221;inherit&#8221; overflow=&#8221;visible&#8221; pointer_events=&#8221;all&#8221;][vc_column_inner column_padding=&#8221;no-extra-padding&#8221; column_padding_tablet=&#8221;inherit&#8221; column_padding_phone=&#8221;inherit&#8221; column_padding_position=&#8221;all&#8221; column_element_direction_desktop=&#8221;default&#8221; column_element_spacing=&#8221;default&#8221; desktop_text_alignment=&#8221;default&#8221; tablet_text_alignment=&#8221;default&#8221; phone_text_alignment=&#8221;default&#8221; background_color_opacity=&#8221;1&#8243; background_hover_color_opacity=&#8221;1&#8243; column_backdrop_filter=&#8221;none&#8221; column_shadow=&#8221;none&#8221; column_border_radius=&#8221;none&#8221; column_link_target=&#8221;_self&#8221; overflow=&#8221;visible&#8221; gradient_direction=&#8221;left_to_right&#8221; overlay_strength=&#8221;0.3&#8243; width=&#8221;1\/1&#8243; tablet_width_inherit=&#8221;default&#8221; animation_type=&#8221;default&#8221; bg_image_animation=&#8221;none&#8221; border_type=&#8221;simple&#8221; column_border_width=&#8221;none&#8221; column_border_style=&#8221;solid&#8221;][vc_column_text text_direction=&#8221;default&#8221;]\n<h3><span class=\"ez-toc-section\" id=\"Its_Magic_%E2%80%93_one_tweet_gets_the_ball_rolling\"><\/span>It&#8217;s Magic &#8211; one tweet gets the ball rolling<span class=\"ez-toc-section-end\"><\/span><\/h3>\n<p>With that one tweet, I basically did all the work necessary to make the additional booking. As requested, I used a direct message (not publicly visible) to send my booking reference to Air France.<\/p>\n<p>I was informed about all further steps on this very channel, about 3 hours after my initial tweet I had the additional ticket.<br \/>\nAnd all this while I was spending the evening with friends in a caf\u00e9. Without having to register anywhere or provide my payment details. They were already stored in the system from my initial booking.[\/vc_column_text][\/vc_column_inner][\/vc_row_inner][\/vc_column][vc_column column_padding=&#8221;no-extra-padding&#8221; column_padding_tablet=&#8221;inherit&#8221; column_padding_phone=&#8221;inherit&#8221; column_padding_position=&#8221;all&#8221; column_element_direction_desktop=&#8221;default&#8221; column_element_spacing=&#8221;default&#8221; desktop_text_alignment=&#8221;default&#8221; tablet_text_alignment=&#8221;default&#8221; phone_text_alignment=&#8221;default&#8221; background_color_opacity=&#8221;1&#8243; background_hover_color_opacity=&#8221;1&#8243; column_backdrop_filter=&#8221;none&#8221; column_shadow=&#8221;none&#8221; column_border_radius=&#8221;none&#8221; column_link_target=&#8221;_self&#8221; column_position=&#8221;default&#8221; gradient_direction=&#8221;left_to_right&#8221; overlay_strength=&#8221;0.3&#8243; width=&#8221;1\/5&#8243; tablet_width_inherit=&#8221;default&#8221; animation_type=&#8221;default&#8221; 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class_name=&#8221;dmc-font-comba&#8221; font_size_desktop=&#8221;7vw&#8221; text_direction=&#8221;default&#8221; font_line_height=&#8221;100%&#8221;]\n<p role=\"heading\">Learn<\/p>\n[\/nectar_responsive_text][nectar_responsive_text font_size_min=&#8221;72px&#8221; font_size_max=&#8221;130px&#8221; class_name=&#8221;dmc-font-times&#8221; font_size_desktop=&#8221;9vw&#8221; text_direction=&#8221;default&#8221; font_line_height=&#8221;100%&#8221;]\n<p role=\"heading\">more<\/p>\n[\/nectar_responsive_text][\/vc_column_inner][vc_column_inner column_padding=&#8221;no-extra-padding&#8221; column_padding_tablet=&#8221;inherit&#8221; column_padding_phone=&#8221;inherit&#8221; column_padding_position=&#8221;all&#8221; column_element_direction_desktop=&#8221;default&#8221; column_element_spacing=&#8221;default&#8221; desktop_text_alignment=&#8221;default&#8221; tablet_text_alignment=&#8221;default&#8221; phone_text_alignment=&#8221;default&#8221; background_color_opacity=&#8221;1&#8243; background_hover_color_opacity=&#8221;1&#8243; 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border_type=&#8221;simple&#8221; column_border_width=&#8221;none&#8221; column_border_style=&#8221;solid&#8221; column_padding_type=&#8221;advanced&#8221; gradient_type=&#8221;default&#8221;][vc_column_text text_direction=&#8221;default&#8221;]We are more than just experts &#8211; our dedicated team of designers, developers and marketing specialists work hand in hand to take your digital presence to the next level.<\/p>\n<p>Ready for the next step?<br \/>\nContact us and find out more about our services.[\/vc_column_text][\/vc_column_inner][\/vc_row_inner][vc_row_inner column_margin=&#8221;default&#8221; column_direction=&#8221;default&#8221; column_direction_tablet=&#8221;default&#8221; column_direction_phone=&#8221;default&#8221; top_padding=&#8221;48&#8243; text_align=&#8221;left&#8221; row_position=&#8221;default&#8221; row_position_tablet=&#8221;inherit&#8221; row_position_phone=&#8221;inherit&#8221; overflow=&#8221;visible&#8221; pointer_events=&#8221;all&#8221;][vc_column_inner column_padding=&#8221;no-extra-padding&#8221; 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column_link_target=&#8221;_self&#8221; column_position=&#8221;default&#8221; gradient_direction=&#8221;left_to_right&#8221; overlay_strength=&#8221;0.3&#8243; width=&#8221;3\/5&#8243; tablet_width_inherit=&#8221;default&#8221; animation_type=&#8221;default&#8221; bg_image_animation=&#8221;none&#8221; border_type=&#8221;simple&#8221; column_border_width=&#8221;none&#8221; column_border_style=&#8221;solid&#8221;][vc_row_inner column_margin=&#8221;default&#8221; column_direction=&#8221;default&#8221; column_direction_tablet=&#8221;default&#8221; column_direction_phone=&#8221;default&#8221; top_padding=&#8221;40&#8243; constrain_group_1=&#8221;yes&#8221; bottom_padding=&#8221;40&#8243; top_padding_tablet=&#8221;34&#8243; constrain_group_3=&#8221;yes&#8221; bottom_padding_tablet=&#8221;34&#8243; top_padding_phone=&#8221;28&#8243; constrain_group_5=&#8221;yes&#8221; bottom_padding_phone=&#8221;28&#8243; text_align=&#8221;left&#8221; row_position=&#8221;default&#8221; row_position_tablet=&#8221;inherit&#8221; row_position_phone=&#8221;inherit&#8221; overflow=&#8221;visible&#8221; pointer_events=&#8221;all&#8221;][vc_column_inner column_padding=&#8221;no-extra-padding&#8221; column_padding_tablet=&#8221;inherit&#8221; column_padding_phone=&#8221;inherit&#8221; column_padding_position=&#8221;all&#8221; column_element_direction_desktop=&#8221;default&#8221; column_element_spacing=&#8221;default&#8221; desktop_text_alignment=&#8221;default&#8221; tablet_text_alignment=&#8221;default&#8221; phone_text_alignment=&#8221;default&#8221; background_color_opacity=&#8221;1&#8243; background_hover_color_opacity=&#8221;1&#8243; column_backdrop_filter=&#8221;none&#8221; column_shadow=&#8221;none&#8221; column_border_radius=&#8221;none&#8221; column_link_target=&#8221;_self&#8221; overflow=&#8221;visible&#8221; gradient_direction=&#8221;left_to_right&#8221; overlay_strength=&#8221;0.3&#8243; width=&#8221;1\/1&#8243; tablet_width_inherit=&#8221;default&#8221; animation_type=&#8221;default&#8221; bg_image_animation=&#8221;none&#8221; border_type=&#8221;simple&#8221; column_border_width=&#8221;none&#8221; column_border_style=&#8221;solid&#8221;][image_with_animation image_url=&#8221;18898&#8243; image_size=&#8221;full&#8221; animation_type=&#8221;entrance&#8221; animation=&#8221;None&#8221; animation_movement_type=&#8221;transform_y&#8221; hover_animation=&#8221;none&#8221; alignment=&#8221;center&#8221; border_radius=&#8221;none&#8221; box_shadow=&#8221;none&#8221; image_loading=&#8221;default&#8221; max_width=&#8221;100%&#8221; max_width_mobile=&#8221;default&#8221;][vc_column_text text_direction=&#8221;default&#8221;]At the end of the short process, which was handled via direct messages, the airline confirmed the booking of the ticket via Twitter and e-mail.[\/vc_column_text][\/vc_column_inner][\/vc_row_inner][vc_row_inner column_margin=&#8221;default&#8221; column_direction=&#8221;default&#8221; column_direction_tablet=&#8221;default&#8221; column_direction_phone=&#8221;default&#8221; text_align=&#8221;left&#8221; 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animation_type=&#8221;default&#8221; bg_image_animation=&#8221;none&#8221; border_type=&#8221;simple&#8221; column_border_width=&#8221;none&#8221; column_border_style=&#8221;solid&#8221;][vc_raw_html]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[\/vc_raw_html][\/vc_column_inner][\/vc_row_inner][vc_row_inner column_margin=&#8221;default&#8221; column_direction=&#8221;default&#8221; column_direction_tablet=&#8221;default&#8221; column_direction_phone=&#8221;default&#8221; text_align=&#8221;left&#8221; row_position=&#8221;default&#8221; row_position_tablet=&#8221;inherit&#8221; row_position_phone=&#8221;inherit&#8221; overflow=&#8221;visible&#8221; pointer_events=&#8221;all&#8221;][vc_column_inner column_padding=&#8221;no-extra-padding&#8221; column_padding_tablet=&#8221;inherit&#8221; column_padding_phone=&#8221;inherit&#8221; column_padding_position=&#8221;all&#8221; column_element_direction_desktop=&#8221;default&#8221; column_element_spacing=&#8221;default&#8221; desktop_text_alignment=&#8221;default&#8221; tablet_text_alignment=&#8221;default&#8221; phone_text_alignment=&#8221;default&#8221; background_color_opacity=&#8221;1&#8243; background_hover_color_opacity=&#8221;1&#8243; column_backdrop_filter=&#8221;none&#8221; column_shadow=&#8221;none&#8221; column_border_radius=&#8221;none&#8221; column_link_target=&#8221;_self&#8221; overflow=&#8221;visible&#8221; gradient_direction=&#8221;left_to_right&#8221; overlay_strength=&#8221;0.3&#8243; width=&#8221;1\/1&#8243; tablet_width_inherit=&#8221;default&#8221; animation_type=&#8221;default&#8221; bg_image_animation=&#8221;none&#8221; border_type=&#8221;simple&#8221; column_border_width=&#8221;none&#8221; column_border_style=&#8221;solid&#8221;][vc_column_text text_direction=&#8221;default&#8221;]This experience made a lasting impression on me: a fine example of how service design and customer contact can work today. <strong>Low-threshold, personal, direct, super convenient.<\/strong> As a customer, I was not aware of the complexity of the process in the background.[\/vc_column_text][\/vc_column_inner][\/vc_row_inner][vc_row_inner column_margin=&#8221;default&#8221; column_direction=&#8221;default&#8221; column_direction_tablet=&#8221;default&#8221; column_direction_phone=&#8221;default&#8221; text_align=&#8221;left&#8221; row_position=&#8221;default&#8221; row_position_tablet=&#8221;inherit&#8221; row_position_phone=&#8221;inherit&#8221; overflow=&#8221;visible&#8221; pointer_events=&#8221;all&#8221;][vc_column_inner column_padding=&#8221;no-extra-padding&#8221; column_padding_tablet=&#8221;inherit&#8221; column_padding_phone=&#8221;inherit&#8221; column_padding_position=&#8221;all&#8221; column_element_direction_desktop=&#8221;default&#8221; column_element_spacing=&#8221;default&#8221; desktop_text_alignment=&#8221;default&#8221; tablet_text_alignment=&#8221;default&#8221; phone_text_alignment=&#8221;default&#8221; background_color_opacity=&#8221;1&#8243; background_hover_color_opacity=&#8221;1&#8243; column_backdrop_filter=&#8221;none&#8221; column_shadow=&#8221;none&#8221; column_border_radius=&#8221;none&#8221; column_link_target=&#8221;_self&#8221; overflow=&#8221;visible&#8221; gradient_direction=&#8221;left_to_right&#8221; overlay_strength=&#8221;0.3&#8243; width=&#8221;1\/1&#8243; tablet_width_inherit=&#8221;default&#8221; animation_type=&#8221;default&#8221; bg_image_animation=&#8221;none&#8221; border_type=&#8221;simple&#8221; column_border_width=&#8221;none&#8221; column_border_style=&#8221;solid&#8221;][vc_column_text text_direction=&#8221;default&#8221;]\n<h3><span class=\"ez-toc-section\" id=\"Its_not_called_%E2%80%9Cearned_media%E2%80%9D_for_no_reason\"><\/span>It&#8217;s not called &#8220;earned media&#8221; for no reason<span class=\"ez-toc-section-end\"><\/span><\/h3>\n<p>Simplicity &amp; directness are definitely trends in service design: as simple as possible, via any channel that customers prefer.<br \/>\nCustomer-centricity also means <strong>leaving the choice of means and media of communication to the customers<\/strong> and not restricting it to specific corporate channels.<br \/>\nTherefore, companies whose customer-centricity is more than just lip service must occupy and manage in real-time all those channels that are relevant to their customers: increasingly including <strong>messenger services<\/strong> such as <a href=\"https:\/\/www.whatsapp.com\/\" target=\"_blank\" rel=\"noopener\">WhatsApp<\/a>, <a href=\"https:\/\/www.messenger.com\/\" target=\"_blank\" rel=\"noopener\">Facebook Messenger<\/a>, or <a href=\"https:\/\/signal.org\/de\/\" target=\"_blank\" rel=\"noopener\">Signal<\/a>. Even the good old SMS &#8211; essentially the mother of current messenger services &#8211; is far from obsolete. Common to these services is the simple, low-threshold form of contact as well as the direct, convenient communication with the company.<\/p>\n<p>Behind the scenes, highly complex processes and the centralization of customer data are necessary to provide a seamless experience. Customers: are having no interest for these processes. For them, the result matters, along with a as pleasant and smooth a path as possible to get there. For this, there&#8217;s ultimately praise, free <strong>word-of-mouth marketing<\/strong>, and customer loyalty:[\/vc_column_text][\/vc_column_inner][\/vc_row_inner][vc_row_inner column_margin=&#8221;default&#8221; column_direction=&#8221;default&#8221; column_direction_tablet=&#8221;default&#8221; column_direction_phone=&#8221;default&#8221; text_align=&#8221;left&#8221; row_position=&#8221;default&#8221; row_position_tablet=&#8221;inherit&#8221; row_position_phone=&#8221;inherit&#8221; overflow=&#8221;visible&#8221; pointer_events=&#8221;all&#8221;][vc_column_inner column_padding=&#8221;no-extra-padding&#8221; column_padding_tablet=&#8221;inherit&#8221; column_padding_phone=&#8221;inherit&#8221; column_padding_position=&#8221;all&#8221; column_element_direction_desktop=&#8221;default&#8221; column_element_spacing=&#8221;default&#8221; desktop_text_alignment=&#8221;default&#8221; tablet_text_alignment=&#8221;default&#8221; phone_text_alignment=&#8221;default&#8221; background_color_opacity=&#8221;1&#8243; 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tablet_width_inherit=&#8221;default&#8221; animation_type=&#8221;default&#8221; bg_image_animation=&#8221;none&#8221; border_type=&#8221;simple&#8221; column_border_width=&#8221;none&#8221; column_border_style=&#8221;solid&#8221;][vc_column_text text_direction=&#8221;default&#8221;]From the latest industry trends and the latest insights into AI and UX\/UI design to exciting use cases.<\/p>\n<p>Sign up for our monthly newsletter and stay up to date![\/vc_column_text][\/vc_column_inner][\/vc_row_inner][vc_row_inner column_margin=&#8221;default&#8221; column_direction=&#8221;default&#8221; column_direction_tablet=&#8221;default&#8221; column_direction_phone=&#8221;default&#8221; top_padding=&#8221;48&#8243; text_align=&#8221;left&#8221; row_position=&#8221;default&#8221; row_position_tablet=&#8221;inherit&#8221; row_position_phone=&#8221;inherit&#8221; overflow=&#8221;visible&#8221; pointer_events=&#8221;all&#8221;][vc_column_inner column_padding=&#8221;no-extra-padding&#8221; column_padding_tablet=&#8221;inherit&#8221; 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