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,  just do it. You can follow this me on Facebook, Pinterest, Twitter and my blog via email and RSS. It is up to you! In case you are interested to connect on linkedin, please feel free to do so.
Curated by Fred Zimny
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10 Social Media Predictions for 2017 (and Where You Should Be Spending Your Time)

10 Social Media Predictions for 2017 (and Where You Should Be Spending Your Time) | Designing  service | Scoop.it

With 2016 coming to a conclusion, I am going to make a few predictions about the current state of social media and what to expect in 2017.

Over the past few years, we have watched one of the wildest transitions in media happen. People forget that just five years ago, we didn't give much clout to how many "followers" you had on a social-media platform. In fact, to many people, the thought that over 100,000 people were "following" someone online was weird.


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2016 State of Digital Transformation, are we there yet?

Can Digital Transformation Move Beyond Buzzwords? By  Noreen Seebacher   |   Sep 20, 2016 CHANNEL:  Digital Experience

Via Eric_Determined / Eric Silverstein
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Eric_Determined / Eric Silverstein's curator insight, September 23, 2016 3:54 AM

Key best practice recommendations @BrianSolis:

  • DCX: Study and map the digital customer experience
  • MOBILE: Study and map the specifics of the mobile customer journey
  • RESEARCH: Invest in ongoing customer research to better understand digital/mobile behaviors
  • ROADMAP: Develop a digital transformation roadmap
  • TOUCHPOINTS: Update/innovate customer-facing technology in digital AND mobile
  • OMNICHANNEL: Drive strategies that engage and guide customers seamlessly through digital, mobile and real-world journeys
  • PROCESSES: Improve processes/operations that expedite change
  • IT: Build an agile, integrated and scalable technology infrastructure
  • LEADERSHIP: Executives appoint someone to lead and pave the way for digital initiatives (budget, resources, culture) as well as manage expectations among shareholders, stakeholders and the board
  • TASKFORCE: Form a working team to drive initiatives, coordinate activities/resources, and be accountable
  • METRICS: Establish new metrics that measure progress and track new outcomes
Pascale Philippe's curator insight, September 24, 2016 9:22 AM

Key best practice recommendations @BrianSolis:

  • DCX: Study and map the digital customer experience
  • MOBILE: Study and map the specifics of the mobile customer journey
  • RESEARCH: Invest in ongoing customer research to better understand digital/mobile behaviors
  • ROADMAP: Develop a digital transformation roadmap
  • TOUCHPOINTS: Update/innovate customer-facing technology in digital AND mobile
  • OMNICHANNEL: Drive strategies that engage and guide customers seamlessly through digital, mobile and real-world journeys
  • PROCESSES: Improve processes/operations that expedite change
  • IT: Build an agile, integrated and scalable technology infrastructure
  • LEADERSHIP: Executives appoint someone to lead and pave the way for digital initiatives (budget, resources, culture) as well as manage expectations among shareholders, stakeholders and the board
  • TASKFORCE: Form a working team to drive initiatives, coordinate activities/resources, and be accountable
  • METRICS: Establish new metrics that measure progress and track new outcomes
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100 Questions To Ask About Your DIGITAL BUSINESS

Do you know the key digital questions to ask about your business? Cognizant suggests the 100 key digital questions you need to be asking to connect the digital…

Via Eric_Determined / Eric Silverstein
Fred Zimny's insight:

Valuable data and insights. Any surprises?

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Antonio Ormachea's curator insight, March 28, 2016 11:00 AM

Valuable data and insights. Any surprises?

Sebastián Muñoz's curator insight, March 29, 2016 6:19 AM

Valuable data and insights. Any surprises?

Patrick Smith's curator insight, March 31, 2016 4:16 AM

Valuable data and insights. Any surprises?

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What's Next In Mobile Technology?

What's Next In Mobile Technology? | Designing  service | Scoop.it

We’re now coming up to 9 years since the launch of the iPhone kicked off
the smartphone revolution, and some of the first phases are over - Apple
and Google both won the platform war, mostly, Facebook made the transition,
mostly, and it’s now perfectly clear that mobile is the future of
technology and of the internet. But within that, there's a huge range of
different themes and issues, many of which are still pretty unsettled. 

In this post, I outline what I think are the 16 topics to think about
within the current generation, and then link to the things I’ve written
about them. In January, I’ll dig into some of the themes for the future -
VR, AR, drones and AI, but this is where we are today. 

See here to listen to the podcast we did around this. 

 

1: Mobile is the new central ecosystem of tech

Each new generation of technology - each new ecosystem - is a step change
in scale, and that new scale makes it the centre of innovation and
investment in hardware, software and company creation. The mobile
ecosystem, now, is heading towards perhaps 10x the scale of the PC
industry, and mobile is not just a new thing or a big thing, but that new
generation, whose scale makes it the new centre of gravity of the tech
industry. Almost everything else will orbit around it. 

The smartphone is the new sun

Resetting the score

 

2: Mobile is the internet

We should stop talking about ‘mobile’ internet and ‘desktop’ internet - 
it’s like talking about ‘colour’ TV, as opposed to black and white TV. We
have a mental mode, left over from feature phones, that ‘mobile’ means
limited devices that are only used walking around. But actually,
smartphones are mostly used when you’re sitting down next to a laptop, not
‘mobile’, and their capabilities make them much more sophisticated as
internet platforms than PC. Really, it’s the PC that has the limited,
cut-down version of the internet. 

Forget about the mobile internet

Mobile first

What would you miss?

 

3: Mobile isn’t about small screens and PCs aren’t about keyboards - mobile
means an ecosystem and that ecosystem will swallow ‘PCs’

When we say 'mobile' we don't mean mobile, just as when we said 'PCs' we
didn't mean ‘personal’. ‘Mobile’ isn't about the screen size or keyboard or
location or use. Rather, the ecosystem of ARM, iOS and Android, with 10x
the scale of ‘Wintel’, will become the new centre of gravity throughout
computing. This means that ‘mobile’ devices will take over more and more of
what we use ‘PCs’ for, gaining larger screens and keyboards, sometimes, and
more and more powerful software, all driven by the irresistible force of a
much larger ecosystem, which will suck in all of the investment and
innovation. 

Mobile, ecosystems and the death of PCs

 

4: The future of productivity

Will you always need a mouse and keyboard and Excel or Powerpoint for ‘real
work’? Probably not - those will linger on for a long time for tens of
millions of core users, but not the other billions - computing and
productivity has changed radically before and will change again. Big
screens will last, for some, and maybe keyboards, for some, but all the
software will change. It will move to the cloud, and onto mobile devices
(with large or small screens), and be reshaped by them. The core question -
is typing, or making presentations, actually your job, or just a tool you
use to get your actual job done? What matters is the connective tissue of a
company - the verbs that move things along. Those can be done in new ways. 

Office, messaging and verbs

Podcast: Slack

Tablets, PCs and Office

 

5: Microsoft's capitulation

Microsoft missed the shift to the new platform. Xbox is non-core, Windows
Mobile is on life support, Windows 10 is a good prop for the legacy
business that can slow but not prevent this change, and Satya Nadella has
explicitly stated that the decades-old strategy of ‘Windows Everywhere’ -
of trying to be the universal platform - is over. That doesn’t remotely
mean that Microsoft is dead, but it has to work out how to use the cash and
market position of the legacy monopolies to help it build new businesses.
That’s a big change from the past, where everything was about building
Windows and Office. But it’s not quite clear what those new businesses will
look like - Microsoft has to try to reinvent the connective tissue of the
enterprise. 

Microsoft, capitulation and the end of Windows Everywhere

 

6: Apple & Google both won, but it’s complicated

The mobile generation is unusual in that we seem to have two winners - both
Apple and Google won, in different ways. Conventionally, the bigger
ecosystem wins and sucks all activity into its orbit, but Apple’s ecosystem
has perhaps 800m active users, far larger than in previous generations, and
has perhaps half of global mobile browsing and two thirds or more of app
store revenue (a good proxy for overall economic activity). Android has
more users but Apple has more of the ‘best’ users (from a developers’
perspective). 

Indeed, one can also ask whether Google rather than Apple has a problem -
Google’s existential need is reach, and both iOS and Android give it reach,
but the reach it has on iOS is limited by what Apple will allow. And less
than a quarter of iPhone users have bothered to install Google Maps. 
Conversely, Apple’s weakness in cloud services and AI may end up becoming
an equivalent strategic problem over time. 

Ecosystem Maths

How many ecosystems?

What does Google need in mobile?

 

7: Search and discovery

The internet makes it possible to get anything you've ever heard of but
also makes it impossible to have heard of everything. It allows anyone to
be heard, but how do people hear of you? We started with browsing, and that
didn’t scale to the internet, and then we moved to search, but search can
only give you what you already knew you wanted. In the past, print and
retail showed us what there was but also gave us a filter - now both the
filter and the demand generation are gone. So, who has the traffic, and
where do they send it? How do AI, or discovery, or the platforms themselves
fit into this?  How much curation, and where? How do you get users?

Search, discovery and marketing

Google Now, Maps and Apple Music

Platforms, distribution and audience

Bay Area problems

Mobile is not a neutral platform

 

8: Apps and the web

There's an involved, technical and (for people like me) fascinating
conversation in tech about smartphone apps and the web - what can each do,
how discovery works, how they interplay, what Google plans with Chrome,
whether the web will take over as the dominant form and so on. But for an
actual brand, developer or publisher wondering if they should do an app or
a website, the calculation is much simpler and less technical: ‘Do people
want to put your icon on their home screen?’ 

Apps versus the web

 

9: Post Netscape, post PageRank, looking for the next run-time

For 15 years the internet was a monolith: web browser + mouse + keyboard.
There were other options, but for most normal consumers the web and the
internet were practically the same thing. The smartphone broke that apart,
but we haven’t settled on a new model. Competition between Apple and
Google, with Facebook trying to butt in, plus all the unrealised
possibilities of a new medium, means the interaction models of mobile keep
changing. Really, we’re looking for a new run-time - a new way, after the
web and native apps, to build services. That might be Siri or Now or
messaging or maps or notifications or something else again. But the
underlying aim is to construct a new search and discovery model - a new
way, different to the web or app stores, to get users.  

Apps versus the web

App unbundling, search and discovery

Mobile is not a neutral platform

 

10: Messaging as a platform, and a way to get customers. 

A big part of this hunt for a new runtime, and a new discovery layer, is
messaging. Facebook almost built this on the desktop and WeChat has managed
to build it on mobile in China. By turning messaging into a development
environment, you create an alternative to the web or the app store, but
without the binary installation problem of apps (‘is it installed or not?’)
and with your own new discovery and user acquisition platform. An important
strand of this is unbundling services - you unbundle content from apps into
messaging (or notifications) and you also unbundle messages from websites
(via email or apps) into your messaging platform, turning it into the new
connective tissue of your phone. At least, that’s the idea. 

Facebook and a few others want to do this outside China, but haven’t
managed yet (and building layers onto the OS is tough for anyone other than
the OS owner), and Apple and Google are also pondering how to take this
forward. 

Messaging and mobile platforms

Podcast: messaging and mobile platforms

WhatsApp sails past SMS, but where does messaging go next?

See also this primer on WeChat from my colleague Connie Chan

 

11: The unclear future of Android and the OEM world

Android won the handset market outside of Apple, but it’s not quite clear
what that means. Attempts to make a straight ‘fork’ of Android (e.g. Kindle
Fire) fail on lack of access to Google’s services, but that doesn’t mean
no-one can create a mostly non-Google experience - this is what Xiaomi and
its imitators are doing and why Cyanogen is enabling as well.  And this
matters, because the OS, more and more, is a route to discovery of services
- if you control the OS you can shape what people do, far more than you
could on the desktop web.. 

Amazon and Android forks

Why do we care about Xiaomi?

Android taxonomies

 

12: Internet of Things

Our grandparents could have told you how many electric motors they owned -
there was one in the car, one in the fridge and so on, and they owned maybe
a dozen. In the same way, we know roughly how many devices we own with a
network connection, and, again, our children won’t. Many of those uses
cases will seem silly to us, just as our grandparents would laugh at the
idea of a button to lower a car window, but the sheer range and cheapness
of sensors and components, mostly coming out of the smartphone supply
chain, will make them ubiquitous and invisible - we’ll forget about them
just as we’ve forgotten about electric motors. 

This means, I think, that talk of standards for IoT misses the point -
‘connected to a network’ is no more a category’ than ‘contains a motor’,
and there will be many different platforms and standards. More important is
the fact that, especially in the enterprise, this explosion in sensors
means an explosion in data - we’ll know far more about far more, and that
allows fundamental system redesign. 

The internet of things

The home and the mobile supply chain

The industrial internet

 

13: Cars

The move to electric and the move (if and when) to autonomous, self-driving
cars fundamentally change what a car is, but also what the whole automotive
system might look like. Electricity changes the mechanical complexity of
cars and hence changes who might build them and what they might look like.
Autonomy and on-demand services change who buys them, meaning the buying
criteria will be different. But they could also change the urban landscape
just as much as cars themselves did - what do mass-market retail or
restaurants look like if no-one needs to park?

Ways to think about cars

Podcast: ways to think about cars

 

14: TV and the living room

The tech industry spent a quarter-century trying to get to the TV set to
take it online - that was going to be the mass-market computer. Now it
looks like this might finally be happening, but it’s almost a side-show -
Microsoft declares Xbox is no longer a strategic asset, TVs are accessories
to the smartphone, and it’s the smartphone, not the TV or PC, that
delivered the computing revolution and took computing into the living
room. 

TV, mobile and the living room

Notes on TV

 

15: Watches

Watches are maybe the most puzzling satellite in the smartphone solar
system. In theory they should be everything - the aim of every scifi
fantasy - yet today it’s easy to dismiss them as pointless toys. To me,
they’re an accessory - a useful and pleasing adjunct to your smartphone,
but they’re still very early. 

How is the Apple Watch doing? 

Why is Apple making a gold watch?

Ways to think about watches

 

16: Finally, we are not our users

The future is unevenly distributed, but so is understanding and interest in
it. In the tech industry we’re comfortable living with the latest things
and presume that everyone else does. But really, these services are
accessories and enablers of people’s lives, and they look at them
differently for what they can do for them. So most iPhone users don’t use
Google Maps, most people don’t use a calendar at all, and audio cassettes
are making a comeback, as normal people take ownership of the tech in their
lives and shape it to their needs. 


Via Eric_Determined / Eric Silverstein
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Craig Broadbent's curator insight, December 30, 2015 11:54 PM

Interesting look at the future!

Tony Guzman's curator insight, December 31, 2015 11:08 AM

This is a good article sharing the author's take on where we are today in mobile technology. Agree or disagree?

Farid Mheir's curator insight, January 6, 2016 9:36 AM

No surprise but great list of reference reading for the new year.

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Mobile Ethnography: Research Entire Customer Journeys Across All Channels

DAY TWO – OCT 3rd 2015 at Global Service Design Conference NYC MORNING SESSIONS / / METHODS & TOOLS more info at: http://bit.ly/1M9h5k7
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Customer Experience Trends for 2016

Customer Experience Trends for 2016 | Designing  service | Scoop.it

Via Eric_Determined / Eric Silverstein, Rosetta Carrington Lue
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Eric_Determined / Eric Silverstein's curator insight, November 19, 2015 3:02 PM

The Customer Experience trends for 2016 are:

1 – Self-Serve Help Will Be The First Choice

2 – Reliance on Community Forums

3 – Consumers Find Social Media Posts Get Speedy Responses

4 – Multi-Channel Servicing Will Continue To Increase

5 – Predictive and Personalized Technology Is Required For A Good Customer Experience

6 – Voice Recognition Is On The Rise

7- Wearable Technology is Not Just Costume Jewelry

8- Video Chat For Pre-Sales Support Will Increase

9 – Apps for All

10- Even Faster is the Latest Innovation in Customer Response

11 – Incorporating Social Responsibility is Part of the New Norm Business Model

12 – Protecting Customer Information is Paramount

13- The Entire Household Is Included In The Customer Service Family

14 – Customers Demand an Authentic Response

15 – The Leveraging of Human Emotions

16 – The New Era of The Endangered Customer


"Creating the quintessential customer experience is the differentiator between your company and your competitor.  Remember that understanding how the customer feels is just as important as what they are saying."


Would you add anything to the list above?

Frederico Neiva's curator insight, November 24, 2015 8:30 AM

The Customer Experience trends for 2016 are:

1 – Self-Serve Help Will Be The First Choice

2 – Reliance on Community Forums

3 – Consumers Find Social Media Posts Get Speedy Responses

4 – Multi-Channel Servicing Will Continue To Increase

5 – Predictive and Personalized Technology Is Required For A Good Customer Experience

6 – Voice Recognition Is On The Rise

7- Wearable Technology is Not Just Costume Jewelry

8- Video Chat For Pre-Sales Support Will Increase

9 – Apps for All

10- Even Faster is the Latest Innovation in Customer Response

11 – Incorporating Social Responsibility is Part of the New Norm Business Model

12 – Protecting Customer Information is Paramount

13- The Entire Household Is Included In The Customer Service Family

14 – Customers Demand an Authentic Response

15 – The Leveraging of Human Emotions

16 – The New Era of The Endangered Customer

MONICA LOPEZ SIEBEN's curator insight, November 30, 2015 6:05 AM

Las tendencias mmás relevantes en la experiencia del consumidor

 

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How Technology and Social Media is Shaping 21st Century Retail

How Technology and Social Media is Shaping 21st Century Retail | Designing  service | Scoop.it
As online sales are growing ten times faster than offline, technology is disrupting the retail environment. However, brick-and-mortar stores are still the vital drivers of sales and brand management: in the last few years, even a number of online-first brands like Rent the Runway, Bonobos, and Birchbox have expanded into retail. Bonobos even offers shoppers haircuts, free drinks, and in-store style consulting. 

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CMOs Shift Investment From Acquisition To Retention

CMOs Shift Investment From Acquisition To Retention | Designing  service | Scoop.it
In an interesting shift, CMOs are making a marked commitment to improving the overall customer experience.

Via Eric_Determined / Eric Silverstein
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Eric_Determined / Eric Silverstein's curator insight, September 10, 2015 1:33 AM

Are you building ongoing relationships that span all touch points in your customer journey?


"Deepak Advani of IBM Commerce agrees: "The brand/customer dynamic is no longer built on isolated interactions.

 

Content marketing, native advertising and social media are becoming increasingly significant tools for brands that are keen to engage their audiences in a meaningful, long-term way.


It's likely that retention-focused strategies will rely heavily on insights from data: marketers will need to have a thorough understanding of:

  • which channels their audience is using
  • where users are typically dropping off in the purchase journey
  • what type of content users are searching for and for which queries, and
  • which types of content perform most successfully against key engagement metrics like dwell time and repeat visits."


Would you add any additional bullet points to the list?

Maria Ioia's curator insight, September 15, 2015 10:58 PM

CMOs have been for a long time.

1) It's easier to do

2) Done well, will result in attracting new customer acquisition automatically

Although it does take longer, the results are long lasting vs traditional methods of acquiring quickly yet fail to hold on to them as customers.

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Measuring Mobile Effectiveness Still Challenges Marketers

Measuring Mobile Effectiveness Still Challenges Marketers | Designing  service | Scoop.it
Mobile advertising is a big business, and spending continues to pour in. But—as is common with so many digital advertising channels that offer the promise of measurability and ever-increasing efficacy—performance measurement is still a challenge. Of course, that doesn't mean marketers aren't measuring on mobile—or trying to calculate return on investment.

Via Eric_Determined / Eric Silverstein
Fred Zimny's insight:

With companies focusing on mobile-first experiences, how are you measuring your mobile app success?


We see social playing an important role to keep your customers engaged and active directly within existing mobile apps.


Push offers transactional benefits, but building and nurturing customer relationships strengthens lifetime customer value.

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Eric_Determined / Eric Silverstein's curator insight, August 1, 2015 7:52 PM

With companies focusing on mobile-first experiences, how are you measuring your mobile app success?


We see social playing an important role to keep your customers engaged and active directly within existing mobile apps.


Push offers transactional benefits, but building and nurturing customer relationships strengthens lifetime customer value.

wolfgang gauss's curator insight, August 6, 2015 7:21 AM

With companies focusing on mobile-first experiences, how are you measuring your mobile app success?

 

We see social playing an important role to keep your customers engaged and active directly within existing mobile apps.

 

Push offers transactional benefits, but building and nurturing customer relationships strengthens lifetime customer value.

Michael Weathers's curator insight, August 7, 2015 10:59 PM

With companies focusing on mobile-first experiences, how are you measuring your mobile app success?

 

We see social playing an important role to keep your customers engaged and active directly within existing mobile apps.

 

Push offers transactional benefits, but building and nurturing customer relationships strengthens lifetime customer value.

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Retailers ‘yet to truly connect with smartphone shoppers'

Retailers ‘yet to truly connect with smartphone shoppers' | Designing  service | Scoop.it
Use of smartphones when shopping has only increased 9% since 2013, with smartphone shoppers in the north of the UK most likely to have used an app to shop, according to new research. The report, from Shoppercentric entitled: “WindowOn…Connected Shoppers” examines UK shoppers and how they use both digital and traditional touchpoints within the purchase ...

Via Russ Merz, Ph.D.
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Russ Merz, Ph.D.'s curator insight, July 8, 2015 11:21 PM

Do you know what hurdles prevent retailers from connecting with smartphone shoppers? Here are 6 research-based reasons.

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The Nine Slides That Matter From Mary Meeker's State of the Internet

The Nine Slides That Matter From Mary Meeker's State of the Internet | Designing  service | Scoop.it
print is still getting a disproportionate share of ad dollars compared with the amount of time people spend reading it, ms. meeker said.

Via Eric_Determined / Eric Silverstein
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Roberto Fuso Nerini's curator insight, May 28, 2015 4:13 AM

2015 Internet trend. Main slides + link to the full report.

Nicolas Desachy's curator insight, May 28, 2015 8:32 AM

To be read

Stuart Walters's curator insight, May 28, 2015 11:28 AM

Mary Meeker provides great insight into Internet Trends every year, and those trends relate directly to customer expectations and Customer Experience (CX).  

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Navigating the new #digital divide #business #innovation

Navigating the new #digital divide #business #innovation | Designing  service | Scoop.it
Deloitte Digital's third digital influence study explores the widening divide between consumers' expectations and retailers' ability to deliver on them.

Via Eric_Determined / Eric Silverstein
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Eric_Determined / Eric Silverstein's curator insight, May 14, 2015 10:21 PM

Digital interactions are expected to influence 64 cents of every dollar spent in retail stores by the end of 2015!


Deloitte shares valuable insight in this #infographic


#Mobile influence plays a critical role.


"Consumers usage of smartphones in-store for price checking declines by 30 percent since last year. Consumers are likely advancing in their sophistication - using mobile more often for inspiration and idea generation earlier in their shopping process, and not simply as price comparison vehicle."




Andria Younger's curator insight, May 15, 2015 9:48 AM

Do you manage customers digital expectation?

Sue Walsh's curator insight, May 17, 2015 7:36 PM

The divide certainly is widening ... however I propose that a new breed of digital entrepreneur (who gets the customer) is appearing ... and they are the ones starting to close the gap!!  

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Powerful Brands vs Customer Relationships #hbr #custsrv #crm #custexp

Powerful Brands vs Customer Relationships #hbr #custsrv #crm #custexp | Designing  service | Scoop.it
Some have predicted that digital technologies will hasten the demise of brands because customers will have ready access to information they need to make purchase decisions, and “brand” will therefore become less relevant. Others have prophesied an increasing importance of brand as a simple way to evaluate choices in an era of information overkill.

Via Eric_Determined / Eric Silverstein
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Arielle Monnerot-Dumaine's comment, April 30, 2015 4:34 AM
Little thinks count a lot : A simple "Thank you", an effort from the staff to remember something something about me
Eric_Determined / Eric Silverstein's comment, April 30, 2015 5:33 PM
Thanks Arielle, Ravi, Fabrizio and others for sharing your insight. A simple Thank You is a great way to start building a customer relationship :)
Jon Dodson's curator insight, May 4, 2015 11:43 PM

When clients spend their Internet marketing budget with me they get an average 3X Return on Investment (ROI). Give me a $1 I'll give you $3 back!  Call or message me if you feel like you're throwing your Internet marketing spend into a "black hole" with no return. We are VerticalStudio.com and based on your web site goals, we'll give you measured value! Call me at 877-778-6789!

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Top Connected Consumer Trends in 2017-18

Top Connected Consumer Trends in 2017-18 | Designing  service | Scoop.it
Part one of this article was a retrospective look at the evolution of the Connected Consumer. This article predicts the trends you can expect to see unfold

Via janlgordon
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janlgordon's curator insight, December 2, 2016 11:26 PM

I selected this article from Curatti written by Raymond Morin because it provides predictures on consumer behavior in the next two years.

 

The influence of buyers has dramatically changed and will continue to evolve.

 

Understand The 'Generaction C' Consummer

 

Customers are more connected online than ever before. I agree that in order to grab their attention you need find out what they are looking for in a brand.

 

Morin shows the latest changes in consummer behavior and how to best meet their needs and desires.

 

Here's what caught my attention:

 

  • The trust meter has gone down over the last few years. Today people rely on review and recomendations -- especially from family and friends.

 

  • Content that is spread through social media has become the main source of information. These outlets are priority over traditional media.

 

  • With mobile platforms like Snapchat and Instagram consummers now want instant information. This has also created an emergence of niche bloggers to meet the demand.

 

Selected by Jan Gordon for Curatti covering Curation, Social Business and Beyond

 

Image: Courtesy of 123rf.

 

Read full article here: http://ow.ly/Fp5c306LNSw

 

Stay informed on trends, insights, what's happening in the digital world become a Curatti Insider today

janlgordon's comment, December 5, 2016 10:46 AM
thanks @massimo facchinetti for this.
Anuj Saxena's curator insight, December 6, 2016 3:11 AM
Great insight post for latest trends in 2017-18
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Trends Over The Next 5 Years | Customer Experience

Trends Over The Next 5 Years | Customer Experience | Designing  service | Scoop.it

People often ask me where I see business going in the next five, 15, 20 years.


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Eric_Determined / Eric Silverstein's curator insight, June 21, 2016 2:40 AM

How will you elevate your customer experience to keep pace with these business trends?

2DiFore Marketing Solutions's curator insight, June 23, 2016 7:43 AM

How will your business change over the next 5 years? Did you know that the average attention span of a human being was 12 seconds, that's right! Begin making changes today to capture your market.

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Focus On 15 Digital Marketing Trends

Focus On 15 Digital Marketing Trends | Designing  service | Scoop.it
What are the digital marketing trends that you should be focusing on to take advantage of these opportunities?

Via Eric_Determined / Eric Silverstein
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Eric_Determined / Eric Silverstein's curator insight, January 29, 2016 12:38 AM

What do you think is the most important trend that will disrupt your industry?


Jeff Bullas Shares 15 key Digital Marketing Trends to focus on in 2016:


1. The focus on “Return on Investment”

2. The continuing rise in the importance of digital assets

3. Thinking global instead of local

4. Crowd sourced brand content is essential

5. The rise of the robots

6. Email is alive and kicking

7. Personalisation has arrived

8. The data scientist is your next hire

9. Mobile is now your first screen

10. Powerful digital platforms for all business

11. The rise and rise of paid social media advertising

12. Influencer marketing takes off

13. Virtual reality is real

14. Wearable technology takes its first steps

15. Mobile apps for all business



I can't stress enough the importance for brands to focus on mobile first experiences, as it has become the central tool for everything we do and interact with.


Merry James's curator insight, January 29, 2016 8:34 AM

Online shopping is predicted to grow to $370 billion in 2017. The top-performing online categories are digital content and subscriptions, electronics, computer hardware, flowers, apparel and accessories.

94% of online shoppers conduct research before purchasing and 61% of online shoppers use search engines to discover information when shopping online.

 

 

http://www.extentia.com/online-marketing-agency/

Bettina Thompson's curator insight, January 29, 2016 3:25 PM

Being Mindful to Focus in 2016 ....

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10 Digital Transformation Predictions for 2016

10 Digital Transformation Predictions for 2016 | Designing  service | Scoop.it
Does your CEO have a bold goal for 2016? Does the goal include the word ‘digital’ or ‘transformation’ in the description? Well, if so, they’re not alone in their quest for a superior IT-­enabled compe

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Eric_Determined / Eric Silverstein's curator insight, December 9, 2015 8:34 PM

“Digital transformation is not just a technology trend, it is at the center of business strategies across all industry segments and markets.


Enabled by the 3rd Platform technologies of social, mobile, analytics, and cloud, digital transformation represents an opportunity for companies to redefine their customers’ experience and achieve new levels of enterprise productivity", said Bob Parker, research vice president at IDC


Look no further than GE to validate that transformation. Looking to become the world's premier digital industrial company.

Hervé BEBIN's curator insight, December 10, 2015 1:34 AM
Une offre en mouvement (rachat, repositionnement) sur un marché en croissance. A lire avec recul comme toutes les prédictions.
Raihan alhusain's curator insight, December 10, 2015 6:43 AM

Great #Post #DigitalMarketing 0 Digital Transformation Predictions for 2016

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Digital Marketing Predictions for 2016

Digital Marketing Predictions for 2016 | Designing  service | Scoop.it
When your audience is able to see you, hear you, and connect with your message they form a sense of trust with your brand at a faster rate.

Via Eric_Determined / Eric Silverstein
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Eric_Determined / Eric Silverstein's curator insight, November 28, 2015 3:11 AM

13 Digital Marketing Experts share their views on where you should focus your resources and attention for 2016.


One area clearly represented: Video


 Sue B Zimmerman clearly defines the advantage: "When your audience is able to see you, hear you, and connect with your message, they form a sense of trust with your brand at a faster rate".


Make sure you have a clear strategy, and develop content that fits the format and platform your customers will expect.


I like Ian Cleary's focus: PRISM


P for People

R for Relationship

I for Inbound

S for Subscribers & Social targeting

M for Monetization


What other trends are you anticipating for 2016?

When your audience is able to see you, hear you, and connect with your message they form a sense of trust with your brand at a faster rate. - See more at: http://www.socialmediatoday.com/social-business/13-digital-marketing-experts-make-bold-predictions-2016#sthash.V7kfdxmv.dpuf
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Your Ultimate Cheat Sheet to Marketing Technology (MarTech)

Your Ultimate Cheat Sheet to Marketing Technology (MarTech) | Designing  service | Scoop.it
Here are 13 types of marketing technologies your company could use.

Via Pantelis Chiotellis
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The 'Always-On' Consumer - infographic

The 'Always-On' Consumer - infographic | Designing  service | Scoop.it
This info-graphic from The Cube explains how consumers are changing, how companies need to communicate with them, and identifies the key demands that need to be considered when interacting with the 'Always-On' consumer.

Via Eric_Determined / Eric Silverstein
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Amarens Schuurmans's curator insight, September 24, 2015 4:49 AM

Zijn de vijf behoeften van de 'always-on' klant eigenlijk niet gewoon de behoefte van een klant ...? De excellente bedrijven van nu zijn degenen die altijd op deze behoeften inspelen en hebben gespeeld. Tenslotte zou je klant altijd het centrum van je commerciële #focus moeten zijn. Dus zijn klanten echt veranderd?

Ennio Favarato's curator insight, September 25, 2015 3:42 AM

Le 5 regole auree per comunicare con i consumatori.

Christian Bartosik's curator insight, September 25, 2015 10:33 AM

1) Recognize Me

2) Treat me as an individual

3) Make it easy for me

4) Anticipate my needs

5) Give me a voice

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Consumer Relevance is The Key to Customer Experience

Consumer Relevance is The Key to Customer Experience | Designing  service | Scoop.it
Consumer Relevance is The Key to Customer Experience.

Via Eric_Determined / Eric Silverstein
Fred Zimny's insight:

"In the age of engagement, the client is demanding more than ever before: “Always on, always now!” - do you agree?

 

Ben at Informatica shares factors that impact tomorrow's customer experience:


1. Issue of the informed purchase #journey:  When does the customer have enough information to buy?


2. Turning Big #Data Relationships into business value for decision making and customer segmentation for relevant merchandizing


3. Store fulfillment & in-store experience will become a big investment area.


4. The #mobile conversion: Revenue spend on mobile is growing.


"If you read corporate mission statements and annual reports, you’ll see many claims to place the customer in the center. When delivering seamless, integrated, consistent #customer #experiences across channels and touch points is one of your top priorities, every customer interaction counts.


However, if you don’t know exactly who your customers are, you cannot begin to deliver the types of experiences that retain existing customers, grow customer #relationships, grow customer spend, and attract new customers.


The brands and retailers that focus on becoming data ready will be poised to win, by offering the right products, to the right customers at the right time."



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Eric_Determined / Eric Silverstein's curator insight, August 5, 2015 7:48 PM

"In the age of engagement, the client is demanding more than ever before: “Always on, always now!” - do you agree?

 

Ben at Informatica shares factors that impact tomorrow's customer experience:


1. Issue of the informed purchase #journey:  When does the customer have enough information to buy?


2. Turning Big #Data Relationships into business value for decision making and customer segmentation for relevant merchandizing


3. Store fulfillment & in-store experience will become a big investment area.


4. The #mobile conversion: Revenue spend on mobile is growing.


"If you read corporate mission statements and annual reports, you’ll see many claims to place the customer in the center. When delivering seamless, integrated, consistent #customer #experiences across channels and touch points is one of your top priorities, every customer interaction counts.


However, if you don’t know exactly who your customers are, you cannot begin to deliver the types of experiences that retain existing customers, grow customer #relationships, grow customer spend, and attract new customers.


The brands and retailers that focus on becoming data ready will be poised to win, by offering the right products, to the right customers at the right time."



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CMOs' Top Goals and Challenges

CMOs' Top Goals and Challenges | Designing  service | Scoop.it
Marketing Strategy - Chief marketing officers (CMOs) say they are expected to simultaneously retain customers, increase brand awareness, improve customer satisfaction, and increase customer profitability, according to a recent report from Oracle Marketing ...

Via Eric_Determined / Eric Silverstein
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Eric_Determined / Eric Silverstein's curator insight, July 17, 2015 2:58 AM

It costs more to acquire a new user than trying to retain one. Now the question is what are you doing to make sure you retain your customers?


How about on Mobile? how are you keeping your customers engaged and delivering rewarding experiences?

Cyril BREJCKA's curator insight, July 17, 2015 3:30 AM

Globalement, le débat se déplace en fonction du secteur d'activité, de sa maturité, et surtout BtoB ou BtoC 

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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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Why Bad Customer Experiences Happen - #Infographic

Why Bad Customer Experiences Happen - #Infographic | Designing  service | Scoop.it
It’s inevitable that customer service experiences will sometimes fail. No organization is immune from bad customer service happening at point in time. Fact of the matter is that customer service is an intensely human experience subject to humanity’s faults and shortcomings.

Via Eric_Determined / Eric Silverstein
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Darcy Bevelacqua's curator insight, May 19, 2015 9:37 AM

A great customer experience is dependent on understanding the customer needs and responding quickly to solve problems. Every organization has some bad customer experiences -take care of them and customers will forgive you and stay around. 

Maurice Couture's curator insight, May 19, 2015 10:12 AM

Ces résultats démontrent encore une fois l'importance d'un bon service à la clientèle, notamment de répondre bien et rapidement aux demandes des clients. Les avis en ligne sont de plus importants et les avis les plus longs sont associées à des clients insatisfaits. 

Sun Social SEO's curator insight, May 22, 2015 8:56 AM

Online reviews are one of the "Four Pillars" of digital presence.

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25 Predictions For What Marketing Will Look Like In 2020

25 Predictions For What Marketing Will Look Like In 2020 | Designing  service | Scoop.it
The future according to brand and agency leaders at GE, Vice, Percolate, Taco Bell, adam&eveDDB, and 72andSunny.

Via Eric_Determined / Eric Silverstein
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Eric_Determined / Eric Silverstein's curator insight, April 30, 2015 2:22 AM

"Most Branded Content will come from consumers"  - Do you agree?


Great insight from creative brands and agencies. 


Which statement or ideas do you agree with most, or which one do you think is unlikely?

#Mobile #SocialMedia #VirtualReality #Personalization #UGC #2wayConversation #Community #Data #Technology #SocialGood #Culture #CX #Metrics #RealTime #Storytelling
DTS000's curator insight, May 6, 2015 8:16 AM

The future of marketing? ...Really?...