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Rescooped by Judith Jassogne from Customer Experience | The How not the Why
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Can a Social Business Help Improve the Customer Experience?

Can a Social Business Help Improve the Customer Experience? | Design of services | Scoop.it

"The days when you can control your brand through your website are long gone. Customers are getting information about your brand and products through a number of different channels and if you aren't listening and engaging these channels, you won’t only miss new business opportunities, but will quickly see the competition pass you by."

 

"While some form of social in any enterprise setting is now commonplace, just because you add a social feature to your application doesn't mean that you have transformed into a social business and are succeeding in using social to improve the customer experience."

 

"Doing social for social sake won’t get you anywhere. Organizations must move beyond a social checklist and truly understand how to connect, collaborate and improve customer experiences and then act." By John Newton, (@johnnewton)

 

Read more: http://www.cmswire.com/cms/social-business/the-customer-centric-social-business-is-going-to-happen-021346.php


Via streetsmartprof
Judith Jassogne's insight:

I say it every day, but so difficult in public organizations... 

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streetsmartprof's curator insight, July 8, 2013 9:47 AM

John's article is more around the "what and why". Starting from the top and working down towards the "how", without getting into the details.

 

His thought process around how a B2B company may need to transform to revolve around the customer while using social tools seems dead on to my experience over the years.

 

Think about it this way. In the past, the "main voice" of the customer was gathered in round about ways and was always filtered, some way, some how. Instant insights into what customers liked or disliked around products, features and capabilities from their own words was slow to come to the table.

 

Now a person can listen in directly to customer and prospect dialogues around their company products and brand. Hearing directly from those who are active on social sites. (Which is never all of the customer base and may not be a majority today in many industries.)

 

Truely listening to the customer voice allows companies to begun the transition to a company who connects and collaborates with their customers in real time. Something which was more difficult to do in years past.

 

If your customers and prospects are active on social sites their insights, ideas and suggestions can help improve the overall customer experience for others.

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Rescooped by Judith Jassogne from Designing design thinking driven operations
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What’s the design process at GDS? | Government Digital Service

What’s the design process at GDS? | Government Digital Service | Design of services | Scoop.it
The Government Digital Service (GDS) is leading the digital transformation of the UK government. (What’s the design process at the Government Digital Service?

Via Fred Zimny
Judith Jassogne's insight:

It makes dream... But It's possible ! Then...

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Rescooped by Judith Jassogne from User experience in business: UX, User research, Product management and strategy
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Replacing The User Story

Replacing The User Story | Design of services | Scoop.it

The first problem is that we start with a Persona, which is a very bad idea, and then plop in an action which we think should be taken in order to achieve the expected outcome.


Via Frank Nägele
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Frank Nägele's curator insight, May 2, 10:39 AM

This is a very good way to challenge and reflect about your design-decisions.
Stop hiding behind personas and assumptions and go for the best solution out there. 

Mike Donahue's curator insight, May 5, 10:46 AM

This is a great replacement for user stories. Be sure to also follow the link at the end that takes you to his other article "5 tips for writing better job stories"

Rescooped by Judith Jassogne from SATISFACTION & FIDELITE CLIENT
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Le blog des professionnels du marketing client et de la relation client : effet miroir dans la relation client (étude Les Français et les services)

Le blog des professionnels du marketing client et de la relation client : effet miroir dans la relation client (étude Les Français et les services) | Design of services | Scoop.it

Via Christian Barbaray
Judith Jassogne's insight:

Etude très intéressante

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Scooped by Judith Jassogne
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Government should deliver consistent customer experience - Call Centre Helper

Government should deliver consistent customer experience - Call Centre Helper | Design of services | Scoop.it
Government should deliver consistent customer experience Call Centre Helper And because reporting is also done in silos, it makes it difficult for management to get insight into the overall customer experience, understand issues, and have the...
Judith Jassogne's insight:

"Must deliver"... simply because users are waiting for this kind of services...

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Rescooped by Judith Jassogne from Clients, services, satisfaction et évaluation
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5 raisons de réaliser une campagne d’avis client

5 raisons de réaliser une campagne d’avis client | Design of services | Scoop.it
Articles connexes : Une E-boutique française qui cartonne : Custom 77 Une méthode simple pour auditer son e-réputation efficacement et rapidement Comment augmenter le chiffre d’affaire de son site web 15 éléments de rassurance pour votre site Les ...

Via luc Vandendriessche
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Customer Journey Mapping: A Walk In Customers’ Shoes | Sabre Airline Solutions

Customer Journey Mapping: A Walk In Customers’ Shoes | Sabre Airline Solutions | Design of services | Scoop.it
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Rescooped by Judith Jassogne from the Change Samurai
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Choosing the right digital stakeholder engagement channels

Choosing the right digital stakeholder engagement channels | Design of services | Scoop.it

Via the Change Samurai
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David Hain's curator insight, August 24, 2013 4:36 AM

New take on a tried and tested model that every change practitioner should know.

Harry Cannon's curator insight, August 24, 2013 11:02 AM

A digital twist on a standard model.

Rescooped by Judith Jassogne from Customer Experience | The How not the Why
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Can a Social Business Help Improve the Customer Experience?

Can a Social Business Help Improve the Customer Experience? | Design of services | Scoop.it

"The days when you can control your brand through your website are long gone. Customers are getting information about your brand and products through a number of different channels and if you aren't listening and engaging these channels, you won’t only miss new business opportunities, but will quickly see the competition pass you by."

 

"While some form of social in any enterprise setting is now commonplace, just because you add a social feature to your application doesn't mean that you have transformed into a social business and are succeeding in using social to improve the customer experience."

 

"Doing social for social sake won’t get you anywhere. Organizations must move beyond a social checklist and truly understand how to connect, collaborate and improve customer experiences and then act." By John Newton, (@johnnewton)

 

Read more: http://www.cmswire.com/cms/social-business/the-customer-centric-social-business-is-going-to-happen-021346.php


Via streetsmartprof
Judith Jassogne's insight:

I say it every day, but so difficult in public organizations... 

more...
streetsmartprof's curator insight, July 8, 2013 9:47 AM

John's article is more around the "what and why". Starting from the top and working down towards the "how", without getting into the details.

 

His thought process around how a B2B company may need to transform to revolve around the customer while using social tools seems dead on to my experience over the years.

 

Think about it this way. In the past, the "main voice" of the customer was gathered in round about ways and was always filtered, some way, some how. Instant insights into what customers liked or disliked around products, features and capabilities from their own words was slow to come to the table.

 

Now a person can listen in directly to customer and prospect dialogues around their company products and brand. Hearing directly from those who are active on social sites. (Which is never all of the customer base and may not be a majority today in many industries.)

 

Truely listening to the customer voice allows companies to begun the transition to a company who connects and collaborates with their customers in real time. Something which was more difficult to do in years past.

 

If your customers and prospects are active on social sites their insights, ideas and suggestions can help improve the overall customer experience for others.

Rescooped by Judith Jassogne from End2End Customer Experience
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Customer Experience is the Ultimate Competitive Advantage

The End-to-End Customer Experience is your Ultimate Competitive Advantage

Via David Ednie
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David Ednie's curator insight, May 7, 2013 6:28 AM

Never before have you had such direct control over creating and extending your Competitive Advantage.

Rescooped by Judith Jassogne from Digital to enhance Customer Experience
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L’UCPA enrichit l’Expérience de ses Clients avec son Concept Store connecté (3 / 3) | Client au coeur : stratégie client et marketing collaboratif

L’UCPA enrichit l’Expérience de ses Clients avec son Concept Store connecté (3 / 3) | Client au coeur : stratégie client et marketing collaboratif | Design of services | Scoop.it
Quelle Expérience le 100% connecté, le 100% numérique et le 100% contenus apportent-ils aux Clients UCPA ? La stratégie d’attachement émotionnel à la marque UCPA...

Via Eric Farro
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Eric Farro's curator insight, June 13, 2013 5:10 AM

Connected Store

Rescooped by Judith Jassogne from Designing design thinking driven operations
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Anatomy of an Experience Map: How Experience Maps Can Be Used in Service Design | Service Design Network

Anatomy of an Experience Map: How Experience Maps Can Be Used in Service Design | Service Design Network | Design of services | Scoop.it
Service Design Network is an international network of organisations & businesses working in and developing the Service Design domain (Anatomy of an Experience Map: How Experience Maps Can Be Used in Service Design

Via Fred Zimny
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Raul Lansink's comment, June 11, 2013 4:26 AM
Fred, you're scooing great stuff, thanks!
Scooped by Judith Jassogne
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Exhibit: Vignelli Sketches | Vignelli Center for Design Studies

Exhibit: Vignelli Sketches | Vignelli Center for Design Studies | Design of services | Scoop.it
Exhibit of #Vignelli artifacts emphasizes the importance of sketching as part of the design process http://t.co/RaSMnM7zJB See them @#RIT
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Rescooped by Judith Jassogne from News on Customer Experience Management
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Government Customer Service is Good Governance | Business 2 Community

Government Customer Service is Good Governance | Business 2 Community | Design of services | Scoop.it
I realize that for many of the general public, the phrase Government Customer Service may seem like another amusing oxymoron, like Jumbo Shrimp or a

Via Vital Insights
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Vital Insights's curator insight, March 19, 2013 10:20 AM

Do you know a few Governments that need a bit of help? We are definitely up to the task.

Rescooped by Judith Jassogne from UXploration
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How to Use Persona Empathy Mapping

How to Use Persona Empathy Mapping | Design of services | Scoop.it

Persona Empathy Mapping is a workshop activity that builds empathy, gains alignment around user needs, goals, and pain-points, and bridges the gap between personas and design concepts. 


Via Mario K. Sakata
Judith Jassogne's insight:

Great Idea to go further with Persona ! thanks a lot !

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Rescooped by Judith Jassogne from Designing design thinking driven operations
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IBM's infographic The Customer-activated Enterpris Insights from the Global C-suite Study

IBM's infographic The Customer-activated Enterpris Insights from the Global C-suite Study | Design of services | Scoop.it

Via Fred Zimny
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Fred Zimny's curator insight, March 17, 1:04 AM

In an era of abundant connectivity, endless information and ubiquitous digitization, the new economic equation favors transparency. More than half of CxOs expect to open up their enterprises – bringing down barriers to extend collaboration inside and outside. Their most radical shift may be a new view on what it means to collaborate with customers.

In fact, CEOs told us that customers come second only to the C-suite in terms of the strategic influence they wield. When asked, “Who has the most influence on your strategic vision and business strategy?” 55 percent of interviewed CEOs cited customers.

Rescooped by Judith Jassogne from SATISFACTION & FIDELITE CLIENT
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How to Create a Customer-Centric Culture

How to Create a Customer-Centric Culture | Design of services | Scoop.it
Creating a Customer-Centric Culture. That’s a lot of words that begin in C. Well, this article is about D’s.

Via Christian Barbaray
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Rescooped by Judith Jassogne from UXploration
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Customer Journey Maps - A 'Quick And Dirty' Technique To Create Them

Customer Journey Maps - A 'Quick And Dirty' Technique To Create Them | Design of services | Scoop.it
Customer Journey Maps illustrate the journey user go through when interacting with a product/service. This article explains a Customer Journey Map technique

Via Mario K. Sakata
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Rescooped by Judith Jassogne from Clients, services, satisfaction et évaluation
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Relation client et digital, l'enjeu de nouvelles pratiques | Visual.ly

Relation client et digital, l'enjeu de nouvelles pratiques | Visual.ly | Design of services | Scoop.it
Cette infographie, réalisée pour l'Académie du service par RCA Factory, revient sur les enjeux des nouvelles pratiques digitales dans le cadre de l

Via luc Vandendriessche
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Rescooped by Judith Jassogne from UXploration
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#UXSTRAT 2013: Redesigning business culture and thinking around the customer

Tim Loo's presentation to UXSTRAT 2013 - the first global conference for experience strategists

Via Mario K. Sakata
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Chris Allen's curator insight, September 23, 2013 3:08 PM

Great insights on creating a customer / user-centric focus drawn from real world experience and presented by Tim Loo #uxstrat conference recently.

Scooped by Judith Jassogne
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What Industries Get the Most Customer Service Complaints?

What Industries Get the Most Customer Service Complaints? | Design of services | Scoop.it
The Internet and social media have made it much easier for people to vent about bad service to a potentially large audience. If you make a customer unhappy these days you can count on their other 5,000-some friends hearing about it, too.
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Guy Gordon's curator insight, August 30, 2013 9:06 AM

Again notice the similar findings re service standards for social media.

Rescooped by Judith Jassogne from UXploration
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The Rules of UX - Enterprise 2.0

Michael Salamon, User Experience Practice Lead for EffectiveUI, on the fundamentals of creating engaging user experiences, as presented at E2 Boston (June 2013)

Via Mario K. Sakata
Judith Jassogne's insight:

Excellente présentation des règles de l'expérience utilisateur ! - UX

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Mario K. Sakata's curator insight, June 22, 2013 3:12 AM

E.C.C.C.O system.

Rescooped by Judith Jassogne from End2End Customer Experience
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How to Provide Customer Service for Ecommerce [Infographic] - Business 2 Community

How to Provide Customer Service for Ecommerce [Infographic] - Business 2 Community | Design of services | Scoop.it

Via David Ednie
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David Ednie's curator insight, June 15, 2013 3:22 PM

Are you fully leveraging social media to create trust between your customers and your brand? 

Rescooped by Judith Jassogne from UXploration
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Softer side of change

Softer side of change | Design of services | Scoop.it
Businesses have always looked at ways to improve, to either save cost or improve operating performance. The drive for improvement is even greater today due to the current economic climate we find o...

Via Mario K. Sakata
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Building a Customer Centric Company that People Love

Building a Customer Centric Company that People Love | Design of services | Scoop.it
Creating a customer-centric company is quickly becoming a top priority of businesses looking to thrive in our consumer-powered
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Mertens Marketing's curator insight, June 7, 2013 4:20 AM

Genau darum geht es - den Kunden in den Mittelpunkt der unternehmerischen Aktivität zu stellen. Das ist kein neuer Gedanke. Neu ist hingegen, dass ich damit heute schon viel früher anfangen kann (Produktentwicklung, Servicestrategie, Einkauf, Zusatznutzen etc.) und dass es weiter über den Kaufprozess hinaus geht (Bewertungen, Empfehlungen, After-Sales-Service, Social-CRM, etc.) Und je kleiner das Unternehmen ist, um so menschlicher darf es dabei zugehen,

Rosetta Carrington Lue's curator insight, June 7, 2013 10:08 AM

Enjoyed reading this article.  

Rescooped by Judith Jassogne from Designing design thinking driven operations
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7 Steps To Leverage Design Thinking For Your Mobile Strategy (Part 3) - Business 2 Community

7 Steps To Leverage Design Thinking For Your Mobile Strategy (Part 3) - Business 2 Community | Design of services | Scoop.it
Business 2 Community 7 Steps To Leverage Design Thinking For Your Mobile Strategy (Part 3) Business 2 Community If you've been following our recent series on Design Thinking, you'll know it's a powerful approach to problem solving that spurs...

Via Fred Zimny
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