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 New Customer - Passenger Experience
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CXM vs CSM vs CRM....

CXM vs CSM vs CRM.... | Designing  service | Scoop.it

Via Eric_Determined / Eric Silverstein
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Eric_Determined / Eric Silverstein's curator insight, August 26, 2015 3:58 AM

The importance of Customer Success Management to nurture customer relationships, reward loyalty and earn advocacy.


How do you see it playing out?


Bob shares great insight.

Rescooped by Fred Zimny from Customer Experience Excellence Best Practices
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Transformation: Brief Exploration Of Two Radically Distinct Customer Experience Paradigms

Transformation: Brief Exploration Of Two Radically Distinct Customer Experience Paradigms | Designing  service | 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
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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?

Rescooped by Fred Zimny from Data driven marketing and customer experiences
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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  service | 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
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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.