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Designing design thinking driven operations
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
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Rescooped by Fred Zimny from New Customer - Passenger Experience
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Service Process vs. Service Experience: Solving the Customer’s Problem vs. Owning the Customer’s Issue

Service Process vs. Service Experience: Solving the Customer’s Problem vs. Owning the Customer’s Issue | Designing design thinking driven operations | Scoop.it
Michael Lowenstein talks about how you can solve a customers problem without owning the customers problem.

Via Eric_Determined / Eric Silverstein
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Eric_Determined / Eric Silverstein's curator insight, May 4, 2014 3:13 PM

It's important to understand the difference:

Service Process vs. Service Experience:Solving the Customer’s Problem vs. Owning the Customer’s Issue

Share your thoughts?

Rescooped by Fred Zimny from Just Story It! Biz Storytelling
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Wrapped up in a Book: The Role of Emotional Engagement in Reading -- & Storytelling!

Wrapped up in a Book: The Role of Emotional Engagement in Reading -- & Storytelling! | Designing design thinking driven operations | Scoop.it

Via Karen Dietz
Fred Zimny's insight:

It contributes to your eq.

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Karen Dietz's comment, March 2, 2013 3:42 PM
I agreed Fred. And yes Miklos, I love it when what we know to be true is validated by research.
Kala's comment, March 4, 2013 10:08 AM
A big thank you for your overall curation work about storytelling! You are the very first one I see doing it so "intelligently", with real added-value :)
Karen Dietz's comment, March 5, 2013 1:26 PM
Thank you so much Kala! You have made my day :)
Rescooped by Fred Zimny from Just Story It! Biz Storytelling
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Biz Storytelling: What Marketers Are Missing About Making Emotional Connections

Biz Storytelling: What Marketers Are Missing About Making Emotional Connections | Designing design thinking driven operations | Scoop.it
Douglas Van Praet discusses the neurological nature of empathy and how marketers often focus on competition at the expense of real connections.

Via Karen Dietz
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David Hain's curator insight, November 26, 2013 12:16 AM

Using empathy adds to your business story. 

Juliana Loh's curator insight, November 27, 2013 4:17 AM

Marketers are a strange breed... so attached to their 'numbers and analytics'. After returning from a series of marketing-focused conferences, I heard one say to the other: "they want more empathy? okay then, throw them more testimonials and let them talk about it online". *groan*  No no no...  maybe you should read this article. (Thanks Karen)

Julien Pepiot's curator insight, November 27, 2013 10:00 AM

"Provide value and not take value = a customer for life"