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Designing design thinking driven operations
I blog about strategic and tactical service design and management.

Trying to explore how service design practices develop.

With a focus in developing strong conceptual work, supporting design decisions on research and enabling readers to create conversations with clients, colleagues and customers.

I also aim to support senior managers and professionals to reflect and improve their practices.
Curated by Fred Zimny
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How #Data needs to connect across the #customer journey

How #Data needs to connect across the #customer journey | Designing design thinking driven operations | Scoop.it
Understanding the customer journey and delivering relevant experiences has never been this critical.

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Eric_Determined / Eric Silverstein's curator insight, August 12, 11:20 AM

"Non-personal identifiable information acts as the lifeblood of digital #marketing: improving the relevancy and effectiveness of acquisition, retargeting, optimisation, #personalization and even #loyalty and retention programs.

 

The systems that marketers are using today may have been acceptable for a website oriented world, but they will not be sufficient to support a model that is expected to be 50% cross-channel sales and $1.8 trillion in less than five years.

 

The companies that deliver a #CustExp that is relevant and personalized across their customers’ journeys – an experience that is informed by customers’ intent, device and channel, and purchase stage – will be the digital marketing leaders of tomorrow. "

 

Share your latest experience of a company that delivers a consistent experience across all touch points?

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#Mobile Moments Should Equal Useful

#Mobile Moments Should Equal Useful | Designing design thinking driven operations | Scoop.it
This article is by Josh Bernoff, senior VP, Idea Development, at Forrester Research. He is the co-author of the new book, The Mobile Mind Shift. “Hello, customer. I’m from the company’s marketing department, and I’m here to help you.” That’s something you don’t hear very often. Customers expect marketers to try to [...]

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Eric_Determined / Eric Silverstein's curator insight, July 8, 10:35 AM

Josh shares his #Mobile insight:


"Start with your #customer and her #journey. Figure out what her real problem is and how mobile could help. We call these points where mobile solves problems “mobile moments,” and they’re very well suited to customers trained to get answers from their phones in an instant. 

Then line up all these moments and evaluate them on two scales. First, are they beneficial to the customer? Second, are they valuable to your company?"

 Share other examples where brands understand how to deliver mobile moments to their customers?
Ranjit Kovilinkal's curator insight, July 8, 9:23 PM

"Its about relationships...not marketing" - Starbucks

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#CX Competency - Customer Listening

#CX Competency - Customer Listening | Designing design thinking driven operations | Scoop.it
Every day customers tell you about what’s broken and what’s getting in the way of their wanting to do more business with you.
Every day thousands of comments and feedback come in through your comp...

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Eric_Determined / Eric Silverstein's curator insight, June 26, 6:52 PM

When it comes to #Customer #Experience, the art of listening to your customers plays a critical role.


Which brands have you come across which do a good job listening, and which brand does not perform well?

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5 Important #Customer Behaviors That Can Sink Your Company!

5 Important #Customer Behaviors That Can Sink Your Company! | Designing design thinking driven operations | Scoop.it
The landscape for serving customers today is not the same as it was a decade ago – or even a few years ago. Customer behavior has drastically changed. And many organizations have been slow to respond

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Eric_Determined / Eric Silverstein's curator insight, June 15, 4:20 PM

5 important customer behaviors:


1. Today’s Customers are “Problem Sensitive”

2. Today’s Customers Want to Solve Problems Themselves

3. Today’s Customers Go Online When They Have Questions

4. Flaming a Company on Social Media is Commonplace Today

5. Most Consumers Are Willing To Pay For A Better Experience


Any additional behavior missing?

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10 Characteristics Of The Evolving #CMO

10 Characteristics Of The Evolving #CMO | Designing design thinking driven operations | Scoop.it
Discussions centered on the future of marketing often times end with mixed sentiment. The result concludes countless paths up the mountain and breadcrumbs are everywhere. In terms of prioritization, perhaps the path of least resistance can be chosen by first determining the end goal. But what is the end goal? [...]

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Eric_Determined / Eric Silverstein's curator insight, April 6, 8:53 PM

Article @Forbes , which of the two marketing vision do you agree with most?


1) Christopher Kenton, SVP of the CMO Council sees the purpose of marketing in two specific expressions: Reducing shareholder risk while maximizing customer lifetime value. 


2) Joseph Alba, Distinguished Professor Chair, Department of Marketing at University of Florida states that the goal is, “To obtain a competitive advantage by meeting consumer wants and needs more effectively than competing firms.” 

Richard Shulman's curator insight, April 7, 1:07 PM

A real nice article about top marketing management. I suggest that when you read the 10 characteristics, you read all the odd numbered points first, then the even numbered points. Though the viewpoint is quite tech oriented, (SAP backing), it is quite valuable. Read and comment.

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Mobility vs #Mobile - Big Difference!!!

Mobility vs #Mobile - Big Difference!!! | Designing design thinking driven operations | Scoop.it
Let's advance from thinking about mobile devices and strategy to the idea of mobility -- where you bridge mobile to real-world marketing.

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Eric_Determined / Eric Silverstein's curator insight, January 31, 12:29 AM

To deliver the right #Customer #Experience, you need to understand your Customer Journey. With everyone focused on mobile, don't forget that the bigger picture is Mobility!


Antony  is on point: "Mobility is very much at the heart of culture right now. It is about fulfilling consumers' desire to stay constantly connected and helping people to get tasks done on the move."


Great examples are provided across multiple brands.


@Starbucks was an early adopter of the mobile platform, but were late in the game in leveraging that infrastructure and data to finally offer pre-ordering capabilities.


@Chipotle on the other hand is already offering pre-ordering capabilities. Like Starbucks, both have long lines during peak hours. But here too, Chipotle is learning from its customers some of their shortcomings from their App store reviews.


The key is that you are engaging your audience and delivering a service your customers desire. But make sure you can deliver it right Every Time, your customers will expect nothing less!


Share your thoughts on Mobility?

PingPal's curator insight, February 4, 2:39 AM

I want mobility commerce, not mobile commerce. If it is supposed to be truly mobile I should be able to order goods to ME, here where I am, ASAP. Not to my address or my post office.

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What is Influencer #Marketing? New trend for 2014

What is Influencer #Marketing? New trend for 2014 | Designing design thinking driven operations | Scoop.it

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John M. Lee's curator insight, January 25, 3:40 PM

Important Topic

Denise Barbezani's curator insight, January 27, 10:46 AM

Share your thoughts.

Carlos Polaino Jiménez's curator insight, February 1, 12:51 PM

Datos al día. Basicos para los community managers!

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@IBM: Consumers Willing to Share Personal Details, But Expect Value in Return!

@IBM: Consumers Willing to Share Personal Details, But Expect Value in Return! | Designing design thinking driven operations | Scoop.it
NEW YORK, January 13, 2014 (ADOTAS) — A new IBM (NYSE: IBM) study of more than 30,000 global consumers released today [...]

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Eric_Determined / Eric Silverstein's curator insight, January 13, 9:18 PM

The latest study from IBM reaffirms everyone's understanding that #customers are willing to work with you and share their #data if you are ready to deliver the right #experience and value for them.


Share your thoughts on the data presented. 


Do you agree that the biggest challenge for companies is to deliver the right omnichannel experience?

Laurent Hilaire's curator insight, January 14, 5:58 AM
 May God bless you for your hospitality and understanding to Hilaire L,Delegate of DT from Haiti,it's a young organisation that has come after the earthquake january 12,2010.
What do you see?
We do need your support in what you,train,forum,counselling or else....Go in facebook with his name ,you could see pictures of we have done: Francois Marc Arthur
www.dthaiti.org
Hilaire Laurent,Delegate
Phone:509-37748846
Laurent Hilaire's curator insight, January 14, 6:06 AM
 May God bless you for your hospitality and understanding to Hilaire L,Delegate of DT from Haiti,it's a young organisation that has come after the earthquake january 12,2010.
What do you see?
We do need your support in what you,train,forum,counselling or else....Go in facebook with his name ,you could see pictures of we have done: Francois Marc Arthur
www.dthaiti.org
Hilaire Laurent,Delegate
Phone:509-37748846
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The latest trends on #Customer #Experience & #Data

The latest trends on #Customer #Experience & #Data | Designing design thinking driven operations | Scoop.it
Our team collected some amazing articles covering CX, Big Data and other hot industry topics. Feel free to click through our picks! There’s a lot of great material for any professional in CRM to pick up on.

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Eric_Determined / Eric Silverstein's curator insight, December 23, 2013 12:40 PM

The buzz on #Customer #Experience with the latest articles across key blogs.


Which one do you find most relevant for you?

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Designing Better Experiences Through Data | UX Magazine

Designing Better Experiences Through Data | UX Magazine | Designing design thinking driven operations | Scoop.it

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Hannes's curator insight, April 9, 2013 12:54 PM

Big data from various channels combined with context aware technology promise an interesting future. In fact, we are now able to capitalize on an endless sea of user generated information by extended insight, behavior detection and environment identification, which are pillars of personalized experiences. Mind blowing, right? Assuming no one suddenly decides to use the power of being big brother for questionable objectives. Despite this, as a naive opportunist with ux design ambitions, I think the possibilities overshadow the risks and I can't wait to see where big data will lead us.

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Can #Customer #Experience increase revenues and lower costs?

Can #Customer #Experience increase revenues and lower costs? | Designing design thinking driven operations | Scoop.it
It drives revenue – and we know how much.

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Eric_Determined / Eric Silverstein's curator insight, August 3, 3:59 PM

Peter Kriss shares valuable #data on #ROI of #CustExp.

 

Do you see additional areas where savings can be achieved?

Roberto Nocera's curator insight, August 7, 9:26 AM

Improve the #CustomerExperience to have a better TCO

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The 4 Things #Digital #Marketers are Missing

The 4 Things #Digital #Marketers are Missing | Designing design thinking driven operations | Scoop.it
Today, there's little distinction between marketing online and offline, which (ideally) leads to a fully integrated marketing strategy. To avoid the chaos these cross-functional strategies can create, check out these 4 key concepts that marketers often miss.

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Eric_Determined / Eric Silverstein's curator insight, July 3, 8:14 PM

Key quotes from Marketo: 


"Website traffic gives you thrills, but revenue pays the bills!"


“What decision would I make differently if I knew this number?” If you can‘t come up with a clear answer, it’s not a good metric to measure"


"Marketing is all about results – and we’re not talking about search positions here. We’re talking about conversions, sales and leads."


As we see from this and other articles, you need to understand your customer journey and engage at every touchpoint.

Jeff's curator insight, July 4, 1:54 AM

It's all a busy world on social media  keeping up with latest trends but people sometime don't notice that Mobile commence  has taken over laptops and desktops we are promoting our app platform on this topic  but you are reading this on your mobile device  so imagine having your business downloaded on to a customers devices  for instant access to your products and services  with latest offers been sent direct to their handset in their pocket with a pushnotifications  visit our website  AffiliatesApps.com  to watch videos on push notes and how simple  this feature is

We  are that confident that you will  see the importance  of mobile communication  with digital sales  we let you design & edit and control your marketing tool and further more our platform is FREE  

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Why #Marketing with #Big #Data is an ongoing journey!

Why #Marketing with #Big #Data is an ongoing journey! | Designing design thinking driven operations | Scoop.it
CMOs must help IT peers understand business challenges, and vision for how you will be engaging your customers in the future.

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Deb Katz's curator insight, June 26, 6:45 AM

Data gives marketers the power to move from campaign-based initiatives to personalized conversations with customers and potential customers.

Orlando Delgado's curator insight, June 27, 7:47 AM

making the best use f technology to engage with customers is only one aspect of the challenge of Big Data...

Orlando Delgado's curator insight, June 28, 5:48 PM

The customers are driving the challenges that CMO's need to work out with IT to adapt the business model...

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We Live in an #Experience #Economy

We Live in an #Experience #Economy | Designing design thinking driven operations | Scoop.it

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Eric_Determined / Eric Silverstein's curator insight, May 22, 9:48 PM

As brands such as @Airbnb @Disney show, it's no longer about online and offline experiences.


Are you ready to design and offer the right customer experience?

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#Millennials: #Technology = #Social Connection

#Millennials: #Technology = #Social Connection | Designing design thinking driven operations | Scoop.it

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Eric_Determined / Eric Silverstein's curator insight, March 2, 9:44 PM

"This generation’s digital tendencies means that marketers and brands need to step up their games in order to keep up and engage with them.


Millennials / Generation Y are 77 million strong in the U.S.—on par with Baby Boomers! —and make up 24 percent of the country’s population. And while many are still climbing the income ladder, this group’s size and age range highlights its long-term purchase power.

They are the first to come of age with cable TV, the Internet and cell phones, so technology is essentially baked into every Millennial’s DNA. In fact, when asked what makes their generation unique, Millennials ranked “Technology Use” first (24%), followed by “Music/Pop Culture” (11%) and “Liberal/Tolerant” (7%). In contrast, Boomers ranked “Work Ethic” as the most defining characteristic of their generation.

Given their fluency and comfort with technology, Millennials have more of a positive view of how technology is affecting their lives than any other generation. More than 74 percent feel that new technology makes their lives easier, and 54 percent feel new technology helps them be closer to their friends and family."


It's important to recognize the trends if your business expects to engage with them.



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What Push Notification means to #Mobile #Marketing?

What Push Notification means to #Mobile #Marketing? | Designing design thinking driven operations | Scoop.it
Of those who download a brand’s mobile app, 68% opt-in to receiving push notifications from that app, according to Responsys research. Here's why push is one of the most promising areas of mobile marketing today.

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Andrea Puerari's curator insight, January 26, 6:11 AM

"Target and Wegman’s are among the retailers that have found ways to fuse the online and offline shopping experience with mobile apps ...Apps will increasingly redefine and enrich the in-store experiences that brands can create for their customers"

Ali Anani's curator insight, January 26, 9:20 PM

When push marketing is applauded?

Michael Allenberg's curator insight, January 31, 5:15 AM

This is a fascinating read...

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Engagement: The Key Metric for the Future

Engagement: The Key Metric for the Future | Designing design thinking driven operations | Scoop.it

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Raquel Oliveira's curator insight, January 27, 7:22 AM

a humanidade clama por ser envolvida nas decisoes, projetos e aprendizagem. Sim, eu sinto esse movimento em diversos setores. Em relação a aprendizagem de adultos, é irreversível !

Scott Davidson's curator insight, January 29, 7:01 AM

Do you measure engagement?

Michael Allenberg's curator insight, January 31, 5:11 AM

It's all about engagement folks!

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Great Thought Leaders Offer 49 Predictions for 2014!!!

Great Thought Leaders Offer 49 Predictions for 2014!!! | Designing design thinking driven operations | Scoop.it
ADOTAS — With the first full business week of 2014 rapidly coming to an end, so too is our coverage [...]

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iMet Global's curator insight, January 9, 10:29 PM

Marketing is entering a whole new dimesion and these thought leaders are right in their predictions. The gamut of activities is expanding and changing literally every year with apps, tools and related businesses striving to keep up. 

Jill McLachlan's curator insight, January 10, 1:48 AM

Mostly around marketing, but still some interesting predictions for 2014 - and beyond. May 'The internet of things' be with you!

Ranjit Kovilinkal's curator insight, January 10, 8:47 PM

Customer experience management, customer engagement, life time value, localization, digitization, mobility, big data, transparency, content, customization, personalization. Is customer finally the KING!?

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@IBM reveals its top 5 innovation predictions for the next 5 years

@IBM reveals its top 5 innovation predictions for the next 5 years | Designing design thinking driven operations | Scoop.it
IBM's predictions all involve big data and using computing to glean intelligence from vast systems. We discuss them with IBM's research boss.

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Jean-Marc Bellot's curator insight, December 18, 2013 7:11 AM

Des prévisions qui vont à contre-courant du "tout technologique" dans lequel nous semblons nous jeter à corps perdus, dans un acte de "Schadenfreude" collectif que je ne comprends pas.

Hugo Loyola's curator insight, December 18, 2013 8:43 AM

Now, this would be innovation.

Arielle Monnerot-Dumaine's curator insight, January 28, 3:19 AM

A lire absloment pour ne pas nous tromper de combat !