Designing service
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Designing  service
One of the misunderstandings of these days is that a designer has an artist or artisan background. In that approach designers are idea generators, visualizers and prototypers.   That is not our point of view. Our adagium comes from the management writer Herbert Simon, who stated that "Everyone designs who devises courses of action  aimed at changing existing into preferred ones".  As stated by others, this version of design tends to abstraction and general expertise.   The focus of this blog is service and services. In our world  service is exchanged for service. All firms are service firms; all markets are centered on the exchange of service, and all economies and societies are service based. And just even government and other institutions are always exchanging services for services. But be sure, in this era of change there is a heavy focus also on concept generation, visualization and digital concept and prototypes.   Interested in designing services? In case you are interested to follow,  check the options in the sidebar. You can follow this blog on Facebook, Pinterest, Twitter and via email and RSS. It is up to you! In case you are interested to connect on linkedin, please feel free to do so (some of this content is also posted on that platform).  
Curated by Fred Zimny
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What Motivates Your Customers?

What Motivates Your Customers? | Designing  service | Scoop.it
Here's what two New York City bagel shops sitting 200 feet apart can teach you about customer loyalty.

Via Eric_Determined / Eric Silverstein
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Eric_Determined / Eric Silverstein's curator insight, April 15, 2:54 AM

"Ask any entrepreneur and they'll probably tell you it’s getting harder to forge meaningful relationships with customers, as choices for just about everything multiply. That makes the little anomalies—products that elicit real emotions—really important.

 

People think they want choices. They don't. Choices increase anxiety, do you agree?

 

Your customer’s current process will be unique. Understanding it and building a product that works hand in hand with what they do already is crucial.

 

Then, you want to frame the conversation in a way that allows your customers to easily opt into whatever you’re building. Help them skip to the bottom of that funnel they want no part of going through."

 

Brian, does this mean you will recommend for Stemless to work with Black Seed for easy pickup at their favorite coffee and bagel place... :)

Mike Donahue's curator insight, April 15, 9:49 AM
A good article that shows how easy it is to be wrong about why people are choosing your brand, and how that can leave you wondering how you lost your customers.
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Q: Should Customer Experience drive Digital Transformation? A: What else #custexp

Q: Should Customer Experience drive Digital Transformation? A: What else #custexp | Designing  service | Scoop.it

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Eric_Determined / Eric Silverstein's curator insight, September 25, 2015 1:08 AM

"Experience is the sum of all touches throughout the customer relationship.


Importance of #social science: being more human-centered with the aim of being more relevant and engaging. Companies reinvent the entire infrastructure of their organization to matter.


One of the best traits of organizations that are changing is that they take a step back and evaluate the #customer #experience, identify the frictions and imagine what could be. That last part, that’s the area for innovation right there. It’s not just about optimizing within; it’s also about looking at the future—at what could be.


Innovation comes from being inspired by your customers. It comes back to this mantra: Disrupt to be disrupted. It’s inevitable.

 

Digital technology is driven by the desire and need to uncover who your customers are and how they behave. Customer experience is often a catalyst because it represents a dollar sign in the organization.


When you engage with your customers, you can get insight, but what you do with that information is what drives change in the enterprise. It’s not about profit, it’s not about process improvement, technology to scale, or efficiencies.  What we’re really looking at is customer-driven insight to find ways to disrupt yourself, not just in how you work but also in what’s possible. The idea of disruption because of customer insight and customer experience is looking at not just how you would improve customer experience, but how would you disrupt it? It’s about thinking and acting almost like a startup.


When it comes to #customer #engagement, the questions you ask inform the answers you get. Social science is going to be one of the biggest champions for driving evolution and revolution in business. It’s dependent on the person asking the question. If you have the same old questions, then you’ll get the same old answers. If you’re using the same processes and models, then we’re not going to move towards a new direction."


Are you ready to disrupt your business?

 

Check Brian Solis next book: “experience,” X:The Experience of Business Meets Design. “X” explores experience architecture the various ways companies can design meaningful and shareable experiences in every moment of truth.

Josh Danson's curator insight, September 25, 2015 1:05 PM

Thought-provoking piece on the future of customer experience. "Customer experience is beyond just any one moment. It’s every moment plus all moments combined. You have a few great moments and some not-so-great moments..."

Pancho Cachero's curator insight, September 26, 2015 6:19 AM

Feedback from customer experience reinforces an organization's strength and enables it to address its weakness in product development.

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Three Missteps to Creating Great Customer Experiences

Three Missteps to Creating Great Customer Experiences | Designing  service | Scoop.it
The 3 missteps smart companies make when creating great customer experiences and why they fall short of solving the real problem.

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Eric_Determined / Eric Silverstein's curator insight, May 28, 2015 11:36 PM

What may look as small mishaps, have an important impact on overall customer #trust, which impacts overall #loyalty, and especially #advocacy - Do you agree?

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[Slides] The Inevitability of a Mobile-Only Customer Experience by Al…

Slides for Altimeter's webinar: The Inevitability of a Mobile-Only Customer Experience Watch the webinar replay at: http://www.slideshare.net/Altimeter/webinar…;

Via Eric_Determined / Eric Silverstein
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Eric_Determined / Eric Silverstein's curator insight, February 11, 2015 2:06 AM

As @BrianSolis highlights:


"Companies must design #mobile-first and mobile-only #customer #journeys to prevent channel-hopping and multi-screening, thus increasing conversions"


Is your company making the commitment to mobile?

Bharat Employment's curator insight, February 12, 2015 12:18 AM

http://www.bharatemployment.com/

Mike Donahue's curator insight, February 13, 2015 10:14 AM

Nice deck with plenty of compelling stats. I would argue the mobile-only experience is already here for many people. Some by necessity and other sby choice. Ignore at your own risk.

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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  service | 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.

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Eric_Determined / Eric Silverstein's curator insight, November 25, 2014 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, 2014 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, 2014 8:59 AM

Excellent book from Solis... #innovateorDie

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Engagement: The Key Metric for the Future

Engagement: The Key Metric for the Future | Designing  service | Scoop.it

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Raquel Oliveira's curator insight, January 27, 2014 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, 2014 10:01 AM

Do you measure engagement?

Michael Allenberg's curator insight, January 31, 2014 8:11 AM

It's all about engagement folks!

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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

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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.

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What will your Customer Experience look like in 2016?

What will your Customer Experience look like in 2016? | Designing  service | Scoop.it

Via Eric_Determined / Eric Silverstein, Michael Allenberg
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Colin Taylor TRG's curator insight, December 22, 2015 7:25 AM

A good list of trends to watch for in 2016 #custserv #custexp #cctr

Amy Clark's curator insight, December 23, 2015 9:16 AM

Great insight!!

Andre Piazza's curator insight, December 26, 2015 3:21 PM

#CX advances into 2016

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Mobile is Eating the World & Your Mobile Experience is Starving Your Customers!

Mobile is Eating the World & Your Mobile Experience is Starving Your Customers! | Designing  service | Scoop.it
Mobile ad spending in the US will jump 50% this year to reach $28.72 billion, which is also almost half (49%) of digital ad spending, eMarketer estimates.

Via Eric_Determined / Eric Silverstein
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Eric_Determined / Eric Silverstein's curator insight, July 7, 2015 10:58 PM

"To survive Mobilegeddon and win among #mobile-first customers, companies must focus on a mobile-only #experience in addition to optimizing the #digital #customer #journey. This starts with learning more about customer frustrations, expectations, and behaviors specific to mobile. When done in parallel to other digital investments, mobile (in each of its forms) becomes an experience unto itself. Accordingly, strategists must apply those insights to architecting an ideal mobile state. Only then can customer-driven mobile strategy truly become part of a company’s DNA and produce results that include increased #engagement, lead generation, #sales, Net Promoter Score (#NPS), customer #retention, #acquisition, #loyalty, and more."


[url=/u/2435257 x-already-notified=1]SNAPCIOUS[/url]we developed a visual and social engagement solution to enable brands to deliver all their social media interactions directly on their mobile platform. Remove all frictions for customers to visually engage around your brand experience, across multiple social networks directly on your existing app.

Marketing Leap's curator insight, July 8, 2015 8:00 PM

Businesses no longer have a choice as every day, customers are using the closest device at hand, their mobile phone. According to comScore, which uses the "time spent" metric to gauge online consumer retail activity, 56% of all time spent on U.S. online retail occurs on a mobile device. At the same time, 49% of shoppers say their biggest pet peeve related to mobile shopping is that retailers’ websites and apps aren’t optimized for smaller screens. Is your website mobile responsive?

very day, customers are starting their journey using the closest device at hand, thus flipping mobile from second to the first screen and relegating the desktop as second screen. Mobile was once regarded as the second screen but according to comScore, which uses the "time spent" metric to gauge online consumer retail activity, 56% of all time spent on U.S. online retail occurs on a mobile device. At the same time, 49% of shoppers say their biggest pet peeve related to mobile shopping is that retailers’ websites and apps aren’t optimized for smaller screens.

Paul Davies's curator insight, July 9, 2015 4:01 AM
Lets face it these days , we see more people with their heads down looking at their phones than actually watching the road when they walk across it. The statistics show why we should be focusing on marketing to mobile users. Why not run a $ 10.00 Facebook test add to the local market promoting your driving school - car detailing - auto etc business . We know when done right these ads ,with highly targeted ads , they work ! Try it out and let us know how it goes for you ? www.22s.com/crankstart/yournamedrivingschool
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Three ways companies are building customer loyalty

Three ways companies are building customer loyalty | Designing  service | Scoop.it
Here are three recent tactics brands have taken in order to win (or in some cases, to regain) the business of the empowered customer.

Via Eric_Determined / Eric Silverstein
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Eric_Determined / Eric Silverstein's curator insight, April 2, 2015 3:31 AM

Do you agree with this Forrester Research statement:


“Your customers have fewer reasons to be loyal than ever before and are really less loyal than they’ve ever been before,” 


 “They have a voice that’s loud and far reaching and they have heightened expectations for the way companies interact with and serve them.”

 

That’s why ongoing two-way #engagement and iterative learning is what truly drives brand #loyalty. The need to collaborate with consumers and to tap into their insight has never been more urgent for companies seeking to prosper in the age of the empowered customer.


How are you engaging with your favorite brands?

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2015 Customer Experience Trends and Tips

2015 Customer Experience Trends and Tips | Designing  service | Scoop.it
Delivering a differentiating customer experience pays dividends. What are some important trends? Find out here.

Via Pantelis Chiotellis
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Engaging Employees: 3 Ways To Actually Do It

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

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Richard Lock's curator insight, June 18, 2014 3:06 AM

Good example of the clear benefits of genuine engagement.

Jean-Guy Frenette's curator insight, June 18, 2014 9:33 PM

PDGLead

Wanda McKenzie's curator insight, June 27, 2014 8:42 PM

ENPS is the 3rd one

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The future of business: Six layers of customer engagement

The future of business: Six layers of customer engagement | Designing  service | 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.
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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...

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