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,  check the options in the sidebar. You can follow this blog on Facebook, Pinterest, Twitter and via email and RSS. It is up to you! In case you are interested to connect on linkedin, please feel free to do so (some of this content is also posted on that platform).  
Curated by Fred Zimny
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Rescooped by Fred Zimny from Business: Economics, Marketing, Strategy!

2015 Customer Experience Trends and Tips

2015 Customer Experience Trends and Tips | Designing  service |
Delivering a differentiating customer experience pays dividends. What are some important trends? Find out here.

Via Pantelis Chiotellis
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Rescooped by Fred Zimny from New Customer - Passenger Experience!

Important Lessons From @Google

Today we all live and work in the Internet Century, where technology is roiling the business landscape, and the pace of change is only accelerating. In their n…

Via Eric_Determined / Eric Silverstein
B.L. Ochman's curator insight, October 19, 2014 8:17 PM

reading the book. get it!

QuickTapSurvey's curator insight, October 24, 2014 9:14 AM

The beautiful basics of how Google works! 

Rescooped by Fred Zimny from Business Improvement!

Five Must-Dos to Improve Employee Engagement - Transform the Zombies into Humans

Five Must-Dos to Improve Employee Engagement - Transform the Zombies into Humans | Designing  service |

Via Daniel Watson
Tiffany Crosby's curator insight, July 1, 2013 5:19 PM

Look at # 1 - hiring for attitude, sound familiar. It's nice to see more and more science that backs up what should be intuitive to us. Attitude matters.

Garth Sanginiti's curator insight, July 1, 2013 7:30 PM

"Concentrating on employee engagement can help companies withstand, and possibly even thrive, in tough economic times. Gallup researchers in 2012 studied the differences in performance between engaged and actively disengaged work units and found that those scoring in the top half on employee engagement nearly doubled their odds of success compared with those in the bottom half."

Gilvan Azevedo's curator insight, July 2, 2013 11:20 AM

Sem tesão, não há solução, dizia Roberto Freire. Mas "engajamento" é construído de fora para dentro???

Rescooped by Fred Zimny from New Customer - Passenger Experience!

Do We Care About #Brands?

Do We Care About #Brands? | Designing  service |
Most people worldwide would not care if more than 73% of brands disappeared tomorrow. Can people care about brands? If the answer is yes, then what are companies doing wrong?

Via Eric_Determined / Eric Silverstein
Fred Zimny's insight:

Focus on encounters and experiences in stead of managing relations.

Eric_Determined / Eric Silverstein's curator insight, November 7, 2014 2:07 PM

According to a survey, most people would not care if 73% of the brands would disappear!?

Share your latest experience on what your favorite brands are doing to earn your Loyalty, and ultimately your Advocacy?

It does start with earning your #trust.

Great insight @annettefranz @SDLjames with strong value connections @TOMS @USAA

Ahmed Alkandari's curator insight, November 15, 2014 9:01 PM

"Most people worldwide would not care if more than 73% of brand disappeared." So, are companies wasting their money on advertisements and marketing; since, most people won't care about weather the brand will disappeared or not?! People who have brand loyalty are supposed to care if the brand they are loyal to will be available or not on the future. Also would these people considered faithful to their brand if they don't care?

What are brands might been doing wrong with customers?

don't focus on the customersare not providing value relative to priceare not providing value relative to the competition/alternativeshave broken customers' trustdon't deliver on their promisesdon't care about customersdon't meet customer expectationsare not innovative (think "same old same old")deliver a fragmented or poor experience

With all of these point, the relationship between them and their customers will be broken. Therefore, companies should focus more on their customers and design a good customer experience. Companies shouldn't only care about making money, they should also care and focus about being a part of something that matters to people and mean something to them.


Most of the article was asking questions and some questions didn't have answers in the article, they are open for general thinking and answering. It's interesting about how most people won't care if a brand disappeared on the future; for me I would! Of course life won't stop and new brands will enter the market. However, Some brands people got used to it and can's change that easily; the example of Apple. I also found it important about what they mentioned for customers relationship with the company. In my opinion, companies that focuses more on their relationship with their customers and making sure to build an experience with their customers are more successful than companies that focusses on making profits and increase their revenue. I a customer became loyal to a company and he had an experience with that company, he won't mind paying more on that company's goods. The reason is that the company had built a trust and an experience to that customer so he will be faithful and he would care about the brand and the company.

Rescooped by Fred Zimny from Business Improvement!

Why Employee Engagement Matters

Why Employee Engagement Matters | Designing  service |

Via Daniel Watson
Anthony MARTINS de NOBREGA's curator insight, March 4, 2014 3:33 AM

I totally agree

John Rudkin's curator insight, March 4, 2014 4:53 AM

....and so many businesses don't see it this way. 

Debra Walker's curator insight, March 6, 2014 4:23 PM

I recently read an article that was describing corporate culture as lunch provided everyday & free beer on Friday.  If you take away those superficial connections for an employee - which are merely non cash components of a compensation plan and not a long term contributor to organizational culture - an engaged employee will remain committed to excelling in their role and for the organization.

An unengaged employee will be more impacted by that removal, resulting in connecting with that employee becoming even harder to achieve.

Engagement is multi-layered and more complex than being provided a sandwich so that I can continue to work through what should be a period of refreshment called lunchtime.

Rescooped by Fred Zimny from Business Improvement!

Business Improvement and Older Employees

Business Improvement and Older Employees | Designing  service |

Via Daniel Watson
Daniel Watson's curator insight, May 8, 2013 7:28 PM

The reality that most recruiters are under 40, results in business owners seeking to recruit new staff, rarely being presented with competent and capable candidates who are mature and experienced.

The fact that mature workers and younger workers possess a different type of intelligence, and a business needs both types of intelligence operating within the business to be successful, means that businesses not employing a certain percentage of mature workers are missing out on gaining a competitive advantage over companies whose employee profiles are skewed heavily towards younger employees.

This excellent article, discusses the different types of intelligence that younger and older workers possess, and it identifies four opportunities for a business to improve productivity, move beyond stereotypes, increase work flexibility and improve organisation training by employing older workers.

CAEXI BEST's curator insight, May 9, 2013 6:03 AM
amélioration des affaires et les employés plus âgés