Designing service
332.0K views | +0 today
Follow
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
Your new post is loading...
Your new post is loading...
Rescooped by Fred Zimny from Customer Experience Excellence Best Practices
Scoop.it!

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
more...
Eric_Determined / Eric Silverstein's curator insight, August 4, 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!

Sue Duris's curator insight, August 24, 6:08 PM

Loved this post because I have always touted that great employee engagement drives great customer experience which drives strong corporate growth.

Rescooped by Fred Zimny from 21st Century Leadership
Scoop.it!

12 Critical Competencies For Leadership in the Future by Tanmay Vora

12 Critical Competencies For Leadership in the Future by Tanmay Vora | Designing  service | Scoop.it
The rate of change in the business world today is greater than our ability to respond. In a world that is often describe…

Via Tom D'Amico (@TDOttawa) , Roger Francis, Roy Sheneman, PhD
more...
No comment yet.
Rescooped by Fred Zimny from New Customer - Passenger Experience
Scoop.it!

Three Missteps to Creating Great Customer Experiences

Three Missteps to Creating Great Customer Experiences | Designing  service | Scoop.it
The 3 missteps smart companies make when creating great customer experiences and why they fall short of solving the real problem.

Via Eric_Determined / Eric Silverstein
more...
Eric_Determined / Eric Silverstein's curator insight, May 28, 2015 11:36 PM

What may look as small mishaps, have an important impact on overall customer #trust, which impacts overall #loyalty, and especially #advocacy - Do you agree?

Rescooped by Fred Zimny from New Customer - Passenger Experience
Scoop.it!

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
more...
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.

Rescooped by Fred Zimny from New Customer - Passenger Experience
Scoop.it!

Three ways companies are building customer loyalty

Three ways companies are building customer loyalty | Designing  service | Scoop.it
Here are three recent tactics brands have taken in order to win (or in some cases, to regain) the business of the empowered customer.

Via Eric_Determined / Eric Silverstein
more...
Eric_Determined / Eric Silverstein's curator insight, April 2, 2015 3:31 AM

Do you agree with this Forrester Research statement:


“Your customers have fewer reasons to be loyal than ever before and are really less loyal than they’ve ever been before,” 


 “They have a voice that’s loud and far reaching and they have heightened expectations for the way companies interact with and serve them.”

 

That’s why ongoing two-way #engagement and iterative learning is what truly drives brand #loyalty. The need to collaborate with consumers and to tap into their insight has never been more urgent for companies seeking to prosper in the age of the empowered customer.


How are you engaging with your favorite brands?

Rescooped by Fred Zimny from New Customer - Passenger Experience
Scoop.it!

The CMOs Role in Delivering Omnichannel Customer Experiences

The CMOs Role in Delivering Omnichannel Customer Experiences | Designing  service | Scoop.it
Omnichannel is all about shifting from channel-centric to customer-centric – much more customer-centric than you are today.

Via Eric_Determined / Eric Silverstein
more...
Michelle Batt's curator insight, March 17, 2015 11:40 AM

Totally agree. #CX is NOT a project - it's about transformation. Driving the entire organization to know customers well and collaborating across business units to deliver the experience through desired channels. It won't work if everyone stays in their "own silo." Also love the Hyatt quote at the end!

Darcy Bevelacqua's curator insight, March 17, 2015 12:16 PM

the most important part of the business transformation is educating customer facing employees and enabling them to do a superior job by consolidating the information they need in one place. Your organization needs to know their customer's better than the competition and serve them utilizing that knowledge. 


Guislain d'Hauteville's curator insight, March 18, 2015 10:55 AM

According to a recent report, Gartner’s Executive Summary for Leadership Accountability and Credibility within the C-Suite, a high percentage of CEOs expect CMOs to lead the integrated cross-functional customer experience....

Rescooped by Fred Zimny from New Customer - Passenger Experience
Scoop.it!

5 Rules for Strategic #Partnerships in a #Digital World

5 Rules for Strategic #Partnerships in a #Digital World | Designing  service | Scoop.it
Rule 1. Never innovate alone. 

Via Eric_Determined / Eric Silverstein
more...
Eric_Determined / Eric Silverstein's curator insight, December 23, 2014 5:18 PM

"Both B2C and B2B companies are in an arms race to develop innovative user experiences, expand distribution, and capture new sources of monetization. Digital leaders are discovering that their future depends not just on what their own companies can do, but on the capabilities, functions, channels, and insights they can tap by partnering with others."


Do you agree?

 

Rule 1. Never innovate alone. 

Rule 2. Understand that no single company has a lock on user preferences. 

Rule 3. Focus first on a great user experience, not the value exchange.

Rule 4. Strike the right balance between scale and customization.

Rule 5. Treat your partnership like your business.


Is your company open to partnership?

John Thomas's curator insight, December 26, 2014 1:46 AM

Clearing out your home or business premises can be a big chore, so why not seek professional help. If you need the best quality skip hire Kingston has to offer, call on NJB Recycling Surrey for all of your rubbish removal needs. For more details visit: http://www.njbrecyclingsurrey.co.uk/skip_hire_kingston.html

Rescooped by Fred Zimny from New Customer - Passenger Experience
Scoop.it!

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
more...
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 New Customer - Passenger Experience
Scoop.it!

Is there a Silver Bullet In #Customer #Experience?

Is there a Silver Bullet In #Customer #Experience? | Designing  service | Scoop.it

Via Eric_Determined / Eric Silverstein
more...
Eric_Determined / Eric Silverstein's curator insight, September 2, 2014 3:11 PM

Terence shares valuable graphics, and reminds us all that it takes the entire organization to truly deliver across the #customer end-to-end journey.

Rescooped by Fred Zimny from New Customer - Passenger Experience
Scoop.it!

#CX Competency - Customer Listening

#CX Competency - Customer Listening | Designing  service | Scoop.it
Every day customers tell you about what’s broken and what’s getting in the way of their wanting to do more business with you.
Every day thousands of comments and feedback come in through your comp...

Via Eric_Determined / Eric Silverstein
more...
Eric_Determined / Eric Silverstein's curator insight, June 26, 2014 9:52 PM

When it comes to #Customer #Experience, the art of listening to your customers plays a critical role.


Which brands have you come across which do a good job listening, and which brand does not perform well?

Rescooped by Fred Zimny from New Customer - Passenger Experience
Scoop.it!

CRM @pgreenbe Defines #Customer Engagement

CRM @pgreenbe Defines #Customer Engagement | Designing  service | Scoop.it
What does customer engagement really mean? And how should businesses think about it today? Learn three steps to success from CRM expert Paul Greenberg.

Via Eric_Determined / Eric Silverstein
more...
Eric_Determined / Eric Silverstein's curator insight, April 30, 2014 1:55 AM

Paul defines customer engagement as “the ongoing interactions between company and customer, offered by the company, chosen by the customer.”  


Couldn't agree more!

Rescooped by Fred Zimny from New Customer - Passenger Experience
Scoop.it!

#Marketing vs #Innovation

#Marketing vs #Innovation | Designing  service | Scoop.it
Innovators and marketers must collaborate side by side in your organization if you want to bring game-changing products to market.

Via Eric_Determined / Eric Silverstein
more...
Eric_Determined / Eric Silverstein's curator insight, January 22, 2014 4:44 PM

Here is the fundamental question: “What can I do today to provide my clients with a greater advantage or benefit, to get them closer to the ultimate result they desire?”


Charles highlights how the best results are through collaboration with both marketing and innovation teams. The marketing team is on the front lines of what’s working, what’s not and what’s needed, while the innovation team is on the inside providing ideas and possible solutions.


One clear example is the latest acquisition from Google of @Nest, focused on #IoT.


Do you have other examples where companies successfully engaged both teams with successful results?

Aadi Property's curator insight, January 23, 2014 2:04 AM
http://www.whitelilyresidency.co.in
Denise Barbezani's curator insight, January 23, 2014 10:01 AM

Collaboration is key to success! 

Rescooped by Fred Zimny from New Customer - Passenger Experience
Scoop.it!

Collaboration in 2014: 10 Predictions

Collaboration in 2014: 10 Predictions | Designing  service | Scoop.it
Networked organizations, personalization and customization, development of collaborative reputations: these trends and more that I predicted for 2013 will still hold true for 2014.

Via Eric_Determined / Eric Silverstein
more...
Eric_Determined / Eric Silverstein's curator insight, January 14, 2014 6:40 PM

David shares valuable insight and highlights key new companies to consider. He shows how collaboration will play a critical role in 2014 and beyond.


Share your thoughts on some of the predictions, and which one may have a bigger impact for your business?



Rescooped by Fred Zimny from Professional Communication
Scoop.it!

Why We All Need Design Thinking

Why We All Need Design Thinking | Designing  service | Scoop.it

Rather than being a creative activity, problem-solving sessions for many businesses are nothing more than an exercise in analytics.


Via Eric_Determined / Eric Silverstein, Rosário Durão
more...
tonnytran's comment, July 25, 10:46 PM
http://anamariareviews.weebly.com/home/skintervention-guide-purely-primal-skincare-2016-review-the-natural-solution-to-beautiful-skin
AcrobaticDesigns's curator insight, July 26, 12:35 AM
#DesignThinking: here creativity takes over problem solving, leads to innovation which could benefit customer in the long run.
Lee-ann Dias's curator insight, August 11, 7:47 AM
Share your insight
Rescooped by Fred Zimny from New Customer - Passenger Experience
Scoop.it!

How To Contribute Value To Customers...

How To Contribute Value To Customers... | Designing  service | Scoop.it
Jon Husband, author of Wirearchy, put it in other words. Companies need to decentralize information and control. Using his definition of Wirearchy: “a dynamic two-way flow of power and authority based on knowledge, trust, credibility and a focus on results, enabled by interconnected people and technology”.

Via Eric_Determined / Eric Silverstein
more...
Eric_Determined / Eric Silverstein's curator insight, October 23, 2015 5:13 AM

"We are not, have not and cannot control the environments we operate in. We can design for it, but we can’t control it." - Share your thoughts.


Helge shares valuable insight from his Totem #Aerials15 conference.


"The current practice of management is not aligned to a new world where customers suddenly become an important strategic equal."

Rescooped by Fred Zimny from New Customer - Passenger Experience
Scoop.it!

Why Bad Customer Experiences Happen - #Infographic

Why Bad Customer Experiences Happen - #Infographic | Designing  service | Scoop.it
It’s inevitable that customer service experiences will sometimes fail. No organization is immune from bad customer service happening at point in time. Fact of the matter is that customer service is an intensely human experience subject to humanity’s faults and shortcomings.

Via Eric_Determined / Eric Silverstein
more...
Darcy Bevelacqua's curator insight, May 19, 2015 9:37 AM

A great customer experience is dependent on understanding the customer needs and responding quickly to solve problems. Every organization has some bad customer experiences -take care of them and customers will forgive you and stay around. 

Maurice Couture's curator insight, May 19, 2015 10:12 AM

Ces résultats démontrent encore une fois l'importance d'un bon service à la clientèle, notamment de répondre bien et rapidement aux demandes des clients. Les avis en ligne sont de plus importants et les avis les plus longs sont associées à des clients insatisfaits. 

Sun Social SEO's curator insight, May 22, 2015 8:56 AM

Online reviews are one of the "Four Pillars" of digital presence.

Rescooped by Fred Zimny from New Customer - Passenger Experience
Scoop.it!

Powerful Brands vs Customer Relationships #hbr #custsrv #crm #custexp

Powerful Brands vs Customer Relationships #hbr #custsrv #crm #custexp | Designing  service | Scoop.it
Some have predicted that digital technologies will hasten the demise of brands because customers will have ready access to information they need to make purchase decisions, and “brand” will therefore become less relevant. Others have prophesied an increasing importance of brand as a simple way to evaluate choices in an era of information overkill.

Via Eric_Determined / Eric Silverstein
more...
Arielle Monnerot-Dumaine's comment, April 30, 2015 4:34 AM
Little thinks count a lot : A simple "Thank you", an effort from the staff to remember something something about me
Eric_Determined / Eric Silverstein's comment, April 30, 2015 5:33 PM
Thanks Arielle, Ravi, Fabrizio and others for sharing your insight. A simple Thank You is a great way to start building a customer relationship :)
Jon Dodson's curator insight, May 4, 2015 11:43 PM

When clients spend their Internet marketing budget with me they get an average 3X Return on Investment (ROI). Give me a $1 I'll give you $3 back!  Call or message me if you feel like you're throwing your Internet marketing spend into a "black hole" with no return. We are VerticalStudio.com and based on your web site goals, we'll give you measured value! Call me at 877-778-6789!

Rescooped by Fred Zimny from New Customer - Passenger Experience
Scoop.it!

Customer-everything: the digital era's biggest marketing change

Customer-everything: the digital era's biggest marketing change | Designing  service | Scoop.it
The brand-centric approach of yesterday is quickly being replaced by customer-driven everything, where customers are dictating the style, quantity and mediums that marketers must use to reach them ...

Via Eric_Determined / Eric Silverstein
more...
Eric_Determined / Eric Silverstein's curator insight, March 19, 2015 3:13 AM
1) Creating a compelling #customer #experience in the #cloud-first, #mobile-first era

2) Using big #data to walk a mile in the customers’ shoes


3) The #digital era’s version of from “the horse’s mouth”


"In the end, the key to obtaining a competitive advantage in the digital era is for enterprises to understand the preferences of their customers. In addition, businesses have to digitally transform their business by adopting the right devices and services in order to be able to respond quickly to changing client demands as well as the disruption unleashed by innovative competitors.


Doing so will put businesses on a course to achieving success in the new customer-centric reality, as they will learn more about their customers, deliver the experiences that today’s smart shoppers demand, and get more involved with the new forms of communication that consumers favour.


Ultimately, businesses will be able to personalise the customer experience, differentiating their brands, and most importantly build customer #loyalty in the digital age."



Patrick Findlay's curator insight, March 19, 2015 4:29 AM

A quick guide to better use your digital marketing to match your customers needs. Be relevant!

Rescooped by Fred Zimny from New Customer - Passenger Experience
Scoop.it!

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
more...
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
www.bharatemployment.com
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 New Customer - Passenger Experience
Scoop.it!

In #CX, you must accelerate, match or outpace the speed of market transformation

In #CX, you must accelerate, match or outpace the speed of market transformation | Designing  service | Scoop.it
The customer landscape is shifting. It always does. This time, however, the door to Digital Darwinism has been kicked off its hinges. Technology and society are evolving faster than the ability to adapt. Consumers are becoming more connected. As such, they’re more informed. With information comes empowerment. And with new found connectedness and power, customer expectations begin to shatter current sales, marketing, and support models.
Social, mobile, and real-time each contribute to a new reality for customer experiences and engagement.

Via Eric_Determined / Eric Silverstein
more...
Eric_Determined / Eric Silverstein's curator insight, November 25, 2014 11:31 PM

As @BrianSolis rightfully points out:


"The customer landscape is shifting. It always does. This time, however, the door to Digital Darwinism has been kicked off its hinges. #Technology and society are evolving faster than the ability to adapt. Consumers are becoming more connected. As such, they’re more informed. With information comes empowerment. And with new found connectedness and power, customer expectations begin to shatter current sales, #marketing, and support models.

#Social, #mobile, and real-time each contribute to a new reality for #customer #experiences and #engagement."


Will your company be ready for the customer of tomorrow?

Darcy Bevelacqua's curator insight, November 26, 2014 4:43 PM

Customers are more connected, informed and empowered than ever. Keeping up with the pace of change is geting more difficult. What are you doing to prepare for tomorrow? 

Michael Allenberg's curator insight, December 8, 2014 8:59 AM

Excellent book from Solis... #innovateorDie

Rescooped by Fred Zimny from New Customer - Passenger Experience
Scoop.it!

The Rise of the #Relationship Economy

The Rise of the #Relationship Economy | Designing  service | Scoop.it

Via Eric_Determined / Eric Silverstein
more...
Eric_Determined / Eric Silverstein's curator insight, October 15, 2014 8:19 PM

When you focus on a positive #customer #experience across the entire journey, you establish the foundation of building a relationship with your customers, then you consistently deliver on this experience to drive #loyalty


Which brand do you value that nurtures their relationship well?


Rescooped by Fred Zimny from New Customer - Passenger Experience
Scoop.it!

Can #Customer #Experience increase revenues and lower costs?

Can #Customer #Experience increase revenues and lower costs? | Designing  service | Scoop.it
It drives revenue – and we know how much.

Via Eric_Determined / Eric Silverstein
more...
Eric_Determined / Eric Silverstein's curator insight, August 3, 2014 6:59 PM

Peter Kriss shares valuable #data on #ROI of #CustExp.

 

Do you see additional areas where savings can be achieved?

Roberto Nocera's curator insight, August 7, 2014 12:26 PM

Improve the #CustomerExperience to have a better TCO

Rescooped by Fred Zimny from Just Story It! Biz Storytelling
Scoop.it!

Engaging Employees: 3 Ways To Actually Do It

Engaging Employees: 3 Ways To Actually Do It | Designing  service | Scoop.it
Start by talking about impact, not financial performance.

Via Karen Dietz
more...
Richard Lock's curator insight, June 18, 2014 3:06 AM

Good example of the clear benefits of genuine engagement.

Jean-Guy Frenette's curator insight, June 18, 2014 9:33 PM

PDGLead

Wanda McKenzie's curator insight, June 27, 2014 8:42 PM

ENPS is the 3rd one

Rescooped by Fred Zimny from New Customer - Passenger Experience
Scoop.it!

10 Characteristics Of The Evolving #CMO

10 Characteristics Of The Evolving #CMO | Designing  service | Scoop.it
Discussions centered on the future of marketing often times end with mixed sentiment. The result concludes countless paths up the mountain and breadcrumbs are everywhere. In terms of prioritization, perhaps the path of least resistance can be chosen by first determining the end goal. But what is the end goal? [...]

Via Eric_Determined / Eric Silverstein
more...
Eric_Determined / Eric Silverstein's curator insight, April 6, 2014 11:53 PM

Article @Forbes , which of the two marketing vision do you agree with most?


1) Christopher Kenton, SVP of the CMO Council sees the purpose of marketing in two specific expressions: Reducing shareholder risk while maximizing customer lifetime value. 


2) Joseph Alba, Distinguished Professor Chair, Department of Marketing at University of Florida states that the goal is, “To obtain a competitive advantage by meeting consumer wants and needs more effectively than competing firms.” 

Rescooped by Fred Zimny from New Customer - Passenger Experience
Scoop.it!

Engagement: The Key Metric for the Future

Engagement: The Key Metric for the Future | Designing  service | Scoop.it

Via Eric_Determined / Eric Silverstein
more...
Raquel Oliveira's curator insight, January 27, 2014 10:22 AM

a humanidade clama por ser envolvida nas decisoes, projetos e aprendizagem. Sim, eu sinto esse movimento em diversos setores. Em relação a aprendizagem de adultos, é irreversível !

Scott Davidson's curator insight, January 29, 2014 10:01 AM

Do you measure engagement?

Michael Allenberg's curator insight, January 31, 2014 8:11 AM

It's all about engagement folks!