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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Rescooped by Fred Zimny from Customer Experience Excellence Best Practices
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Is Customer experience a reflection of employee engagement?

Is Customer experience a reflection of employee engagement? | Designing  service | Scoop.it

Customer experience is one of the largest points of focus in the new era of loyalty marketing, and continues to prove its value to a brand’s perception and, consequently, its bottom line.


Via Eric_Determined / Eric Silverstein, Catherine Ferrand, Rosetta Carrington Lue
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Eric_Determined / Eric Silverstein's curator insight, August 4, 2016 2:08 AM

“Employees are the backbone of a brand's values and help solidify the relationship consumers have with the brand,” said Brad Marg, COO of Clutch

 

Employee engagement is not a one time event, it's a journey!

Rescooped by Fred Zimny from New Customer - Passenger Experience
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The New DNA Of Customer Experience Value

The New DNA Of Customer Experience Value

Via Eric_Determined / Eric Silverstein
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Eric_Determined / Eric Silverstein's curator insight, April 27, 2015 10:12 PM

Share your thoughts on this new DNA of #Customer #Experience Value


Developed by @CXGAsia

Nina Lappalainen's curator insight, April 29, 2015 1:04 AM

The New DNA Of Customer Experience Value

Rescooped by Fred Zimny from New Customer - Passenger Experience
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2015 @Edelman #Trust Barometer - Global Results

The 2015 Edelman Trust Barometer is the firm’s 15th annual trust and credibility survey. The survey was powered by research firm Edelman Berland and consisted …

Via Eric_Determined / Eric Silverstein
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Eric_Determined / Eric Silverstein's curator insight, January 26, 2015 2:30 AM

#Trust : belief that someone or something is reliable, good, honest, effective, etc.


As you will see from slide #12, the most trusted source for #content remains your peers, friends and relatives.


How is your #brand engaging with your audience? By earning their trust, and leveraging their #social reach across their friends and relatives, imagine the opportunities to strengthen your business. 


I would argue that without Trust, you can't run a successful business. Do you agree?


This applies to #customers, employees, vendors, etc...


 

Bharat Employment's curator insight, January 26, 2015 11:31 PM
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Arielle Monnerot-Dumaine's curator insight, January 27, 2015 3:40 AM

Pour des résultats pour la crédibilité des messages de recommandation, go directly page 12

Rescooped by Fred Zimny from Internet Marketing Strategy 2.0
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Relationship Marketing: For People to Trust You, You Must Reveal Your True Intentions

Relationship Marketing: For People to Trust You, You Must Reveal Your True Intentions | Designing  service | Scoop.it

Robin Good: If you are looking to become a respected and trusted authority in your niche, here is something important to pay attention to.

 

 

Full article: http://blogs.hbr.org/hill-lineback/2012/04/for-people-to-trust-you-reveal.html ;


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New marketing survey: It’s trust, stupid | VentureBeat

New marketing survey: It’s trust, stupid | VentureBeat | Designing  service | Scoop.it

If you listen to marketers and advertisers, the key to success these days is targeting. “The right ad to the right person at the right time” is the common mantra.

 

Nope, says a new survey from brand expert network Experticity, the 2015 Marketing Mix Survey. The key driver in making a sale is the trust possessed by a source of product information.

 

Conducted by ReRez Research, the survey finds that 83 percent of marketers think advertising — online, broadcast, and print — is effective in influencing buyer decisions. But less than half of consumers — 47 percent — trust or believe advertising....


Via Jeff Domansky, Os Ishmael, malek
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Jeff Domansky's curator insight, October 1, 2015 2:39 AM

What and who do consumers trust? This research report will help you understand the answers.

Marco Favero's curator insight, October 1, 2015 10:17 AM

aggiungere la vostra comprensione ...

steve batchelder's curator insight, October 2, 2015 3:10 AM

add your insight ...

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The five disciplines of customer experience leaders - Bain Brief - Bain & Company

The five disciplines of customer experience leaders - Bain Brief - Bain & Company | Designing  service | Scoop.it
Designing experiences that consistently impress and stand out from the crowd remains a difficult endeavor, and companies often falter after an initial burst of energy.

Via Eric_Determined / Eric Silverstein
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Eric_Determined / Eric Silverstein's curator insight, April 24, 2015 7:57 PM

As you look to improve your #customer #experience, make sure you address each question thoroughly:


1. What do we want to stand for in the eyes of our customers?

2. Which handful of actions will generate the most impact with our target customers?

3. How can we use customer feedback to promote learning and behavior change among employees?

4. When we put ourselves in the customer's shoes, what aspects of the experience need to change?

5. How can we anticipate and mitigate the risks, in order to sustain the changes?


Leadership need to have those questions answered:


1. Which groups are the most critical in order to carry out the required changes?

2. How can we equip each group for success?

3. Who can best support and influence the groups?


Share a recent experience within your company undergoing such changes.

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Social Media in the C-Suite - Ann Charles @AnnMCharles - Via: @davidedelman

Social Media in the C-Suite - Ann Charles @AnnMCharles - Via: @davidedelman | Designing  service | Scoop.it

A recent survey by BRANDfog (http://bit.ly/yqwem6) points out that when C-Suite executives become active on social media, it can increase brand trust, loyalty and purchase intent.

 

In fact, 82 percent of survey respondents stated that they were more likely to trust a company whose CEO and leadership team engage on social media. And isn’t trust the most critical component of building relationships with customers?

 
Via Peter Hoeve
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Peter Hoeve's curator insight, December 19, 2012 2:10 PM

The Leading Question Ann Charles poses in this White PDF Report:

If social media engagement is a critical component of digital marketing strategies for brands, why is it ignored by the C-Suite and executive leaders?