Designing services
Follow
Find tag "cxm"
305.3K views | +41 today
Designing services
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
Your new post is loading...
Your new post is loading...
Rescooped by Fred Zimny from Data driven marketing and customer experiences
Scoop.it!

The End of Demographics: How Marketers Are Going Deeper With Personal Data

The End of Demographics: How Marketers Are Going Deeper With Personal Data | Designing services | Scoop.it
Marketers have built a temple that needs to be torn down. Demographics have defined the target consumer for more than half a century — poorly. Now, with emerging interest graphs...

Via Jean-Michel Franco
more...
Sue Walsh's curator insight, November 26, 2014 6:01 PM

An interesting piece on the power of social profile data, behavioural data and stage of life data. Far more powerful and targeted. I particularly like the reference to Psychographic profiling where you consider the 'mental model' of the consumer in the context of a customer lifecycle.

Felix Wetzel's curator insight, December 1, 2014 5:08 PM

With the recent rise of the social web, people self-select into groups so small, so fragmented, and so temporal, that no overarching top-down approach could be successful at driving marketing performance.

Rescooped by Fred Zimny from Customer Experience Excellence Best Practices
Scoop.it!

Transformation: Brief Exploration Of Two Radically Distinct Customer Experience Paradigms

Transformation: Brief Exploration Of Two Radically Distinct Customer Experience Paradigms | Designing services | Scoop.it

What Is The Context For This Conversation?

I am following the lead taken by Dawna MacLean in her recent post on encouraging businesses to become more human. It occurs to me she is a brave lady worthy of admiration and respect. I dedicate this post to her, in service of the stand she is taking and the possibility that she is living from and into.

There are many actions that I regret. Few bring me shame. One in particular is etched within me despite it occurring ‘a lifetime ago’. I reckon I was 14 at the time, walking, alone, on my way into the town centre. I am stopped by an old lady, she has a walking stick, she tells me she is lost, she asks for directions. I draw closer to hear-understand what she is saying. She smells! I tell her that she need to turn around. I tell her she is only ten minutes walk from her destination. And I spell out the directions – twice.

A voice speaks to me along the following lines: “Take her hand, walk her there, it is even on your way somewhat. Without your help she will struggle.” Another voice speaks: “She smells awful! You are in a hurry and it will take ages to take her there. You have given her what she asked for. She’ll be fine.” I listen to the second voice, leave her to make her own way, and I walk into town. I cleaned up a lot of history whilst participating in Landmark Education. And that is one that I never got to clean up. If that old lady were here today, I’d ask for her forgiveness.

Why am I sharing this with you? So that you have the context from which to make sense of what I speak-write. I write is not to help you make it: sell more, be more successful, obtain higher status, live happily ever after. I write to open eyes, unblock ears, touch hearts. I write to encourage-facilitate a shift of worldview. I write from the possibility of meaningful-fulfilling human lives and the possibility of a ‘world that works for all, none excluded’. Arguably a world that works must include meaningful-fulfilling human lives. And such a world has plenty of space for businesses that do great by doing good: enriching human lives, and life as a whole.

 


Via Russ Merz, Ph.D., Rosetta Carrington Lue
more...
Russ Merz, Ph.D.'s curator insight, April 16, 2014 10:25 AM

This article outlines a paradigm shift that may be occurring in customer experience practice. What do you think?