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Designing design thinking driven operations
I blog about strategic and tactical service design and management.<br><br>Trying to explore how service design practices develop.<br><br>With a focus in developing strong conceptual work, supporting design decisions on research and enabling readers to create conversations with clients, colleagues and customers.<br><br>I also aim to support senior managers and professionals to reflect and improve their practices.
Curated by Fred Zimny
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Rescooped by Fred Zimny from New Customer - Passenger Experience
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In #CX, you must accelerate, match or outpace the speed of market transformation

In #CX, you must accelerate, match or outpace the speed of market transformation | Designing design thinking driven operations | Scoop.it
The customer landscape is shifting. It always does. This time, however, the door to Digital Darwinism has been kicked off its hinges. Technology and society are evolving faster than the ability to adapt. Consumers are becoming more connected. As such, they’re more informed. With information comes empowerment. And with new found connectedness and power, customer expectations begin to shatter current sales, marketing, and support models.
Social, mobile, and real-time each contribute to a new reality for customer experiences and engagement.

Via Eric_Determined / Eric Silverstein
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Eric_Determined / Eric Silverstein's curator insight, November 25, 11:31 PM

As @BrianSolis rightfully points out:


"The customer landscape is shifting. It always does. This time, however, the door to Digital Darwinism has been kicked off its hinges. #Technology and society are evolving faster than the ability to adapt. Consumers are becoming more connected. As such, they’re more informed. With information comes empowerment. And with new found connectedness and power, customer expectations begin to shatter current sales, #marketing, and support models.

#Social, #mobile, and real-time each contribute to a new reality for #customer #experiences and #engagement."


Will your company be ready for the customer of tomorrow?

Darcy Bevelacqua's curator insight, November 26, 4:43 PM

Customers are more connected, informed and empowered than ever. Keeping up with the pace of change is geting more difficult. What are you doing to prepare for tomorrow? 

Michael Allenberg's curator insight, December 8, 8:59 AM

Excellent book from Solis... #innovateorDie

Rescooped by Fred Zimny from New Customer - Passenger Experience
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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

Via Eric_Determined / Eric Silverstein
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Raquel Oliveira's curator insight, January 27, 10:22 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, 10:01 AM

Do you measure engagement?

Michael Allenberg's curator insight, January 31, 8:11 AM

It's all about engagement folks!

Rescooped by Fred Zimny from Design Revolution
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Gamification - Designing for Engagement

Gamification is fundamentally rewriting the rules of engagement and design. We can leverage its techniques to create unprecedented connections with our customer

Via Martin (Marty) Smith
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Martin (Marty) Smith's curator insight, June 1, 2013 8:12 AM

Building Engagement In

There are ways to BUILD engagement into a website's design. Here are three secrets to promote engagement not included in this excellent Slideshare:

* Place Email Subscription High Up and Prominent. 
* Include curated User Generated Content on every page.

* Create CTAs with CONTRAST.

 

Email Subscriptions
When your "Subscribe To Our Email List" Call to Action is high on the page in a Can't Miss It spot you communicate a clear "we want YOU" signal. 

UGC Everywhere
When you curate User Generated Content to your site you communicate how well you listen and care for community members. The website isn't all about YOU and what you think the inclusion of UGC says.

 

CTAs
I see to very common mistakes in websites I'm asked to review as Director of Marketing for Atlantic BT in Raleigh (http://www.atlanticbt.com ): NO CTAs or poorly contrasted CTAs. I PREFER CTAs to be buttons and usually test red, orange or green (depending on the background color). I'm convinced there is no ONE magic CTA color but the contrast is what makes a Call To Action helpful or not, clicked on or not, converting or not.  

Michael Allenberg's curator insight, June 2, 2013 7:17 AM

Engaging and experience should always go hand-in-hand, regardless of the implementation.

Rescooped by Fred Zimny from Just Story It! Biz Storytelling
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Engaging Employees: 3 Ways To Actually Do It

Engaging Employees: 3 Ways To Actually Do It | Designing design thinking driven operations | Scoop.it
Start by talking about impact, not financial performance.

Via Karen Dietz
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Richard Lock's curator insight, June 18, 3:06 AM

Good example of the clear benefits of genuine engagement.

Jean-Guy Frenette's curator insight, June 18, 9:33 PM

PDGLead

Wanda McKenzie's curator insight, June 27, 8:42 PM

ENPS is the 3rd one

Rescooped by Fred Zimny from Customer Experience Excellence Best Practices
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The future of business: Six layers of customer engagement

The future of business: Six layers of customer engagement | Designing design thinking driven operations | Scoop.it
Business success means mastering the six layers of customer engagement. Are you ready?

Via Rosetta Carrington Lue
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Haifeng LIU's comment, August 15, 2013 6:23 PM
Great thoughts here - these layers are complex and it's difficult to cut through them all and get through to customers and build relationships in the process. I remember one of the hot topics at SXSW Interactive 2011 was gamification, which began with social tools like Foursquare that rewards frequent customers with badges and "awards". I'll be interested to see if this layer comes back as you predict and becomes the engagement magnet.
Elaine Li's comment, August 16, 2013 8:39 PM
This article clearly shows what are the six layers of customer engagement. At beginning, when staff meet customer they need to make an appointment and talking face to face. This way quite waste time and inconvenience。But the relationship between staff and customer quite closer. I agree with Steven’s opinion, as the technology has improved, there is more and more people start to use internet on computer to solve problems online and to get the information what they want. This is the main point why business start to create their own business website. To create their official website which give customer more convenience way to connect to company and also give customer a chance to do the self-service online. The company also can get feedback or opinion from customers. Also, if the customer doesn’t like to meet new people this is a confortable way to communicate with each other. There is more and more people starts use the social media platform such as face book to communicate with each other and to know about the service and produce of the business. Social media platform is another way for business to improve their customer engagement. Nowadays, company starts to turn their customer engagement into game try to attract more people. In my opinion, I still think communicate face-to-face is a best way to improve the customer.
Sam Liu's comment, August 20, 2013 7:08 PM
This article talks about six layers to engage with customer. the first one is face to face, but it doesn't seen much now as it is costly. As customer have more self-options, it also took away relationship. The second layer is digital layer. people became preferable to chat room, because of time-saving. The third is social layer. A business have to be where customer be. For example, many people using facebook, the business need to be there to socialize. The fourth is Mobil layer, many people have facebook, but now they use facebook through their phone. A business have a website isn't enough, they have to create a website that can use on the phone. the fifth is virtual layer and last one is game layer. The example is cited is World of Warcraft. An average for each player spend on this game is 6 hours.
Rescooped by Fred Zimny from Do the Enterprise 2.0!
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Beyond Gamification: Architecting Engagement Through Game Design Th...

Gamification is the process of applying game design elements to non-game contexts in order to drive user engagement, influence behavior and improve the user exp (Beyond Gamification: Architecting Engagement Through Game Design Thinking by @DU5TB1N...

Via Sebastian Thielke
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