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 Customer Experience Excellence Best Practices
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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
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Eric_Determined / Eric Silverstein's curator insight, August 4, 2016 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!

Rescooped by Fred Zimny from Business: Economics, Marketing, Strategy
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Forging Brand Loyalty: Data Is The Key - Brand Quarterly

Forging Brand Loyalty: Data Is The Key - Brand Quarterly | Designing  service | Scoop.it

The environment for brands marketing to consumers has never been more complex or challenging. The disruption of online shopping, the proliferation of social networks and the increasing use of mobile phone technology, have created a seismic shift in how consumers shop and how they interact with brands. The ability to compare like-for-like online has put consumers firmly in charge of pricing, so it’s no longer enough to simply wage a price war on your competitors. We’ve seen big name ‘trusted’ brands, who all believed their proposition would stand the test of time, disappear from view, demonstrating that securing brand loyalty is now much harder to achieve.


Via Pantelis Chiotellis
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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 New Customer - Passenger Experience
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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
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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
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The New DNA Of Customer Experience Value

The New DNA Of Customer Experience Value

Via Eric_Determined / Eric Silverstein
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Eric_Determined / Eric Silverstein's curator insight, April 27, 2015 10:12 PM

Share your thoughts on this new DNA of #Customer #Experience Value


Developed by @CXGAsia

Nina Lappalainen's curator insight, April 29, 2015 1:04 AM

The New DNA Of Customer Experience Value

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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
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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?

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#Mobile Revolution

Mobile as revolutionized our lives, up to the point it's becoming an extension of our brains! Why? What are the specific mobile characteristics of mobile that …

Via Eric_Determined / Eric Silverstein, Michael Allenberg
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Eric_Determined / Eric Silverstein's curator insight, March 9, 2015 10:39 PM

Key to #Mobile Success:


1. Think utility / solving a problem

2. Anchor mobile #experiences in the physical world / real life

3. Give your users / customers (super)powers


If you attended #MWC15 share your insight


Are you empowering your customers?

Rescooped by Fred Zimny from Customer Experience Excellence Best Practices
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How to win in 2015: Personalize, customize, incentivize & entertain

How to win in 2015: Personalize, customize, incentivize & entertain | Designing  service | Scoop.it
A social-media complaint can cost a company millions and a review shape a restaurant's fortune. Find out ways that consumer feedback can shape product decisions.

Via Eric_Determined / Eric Silverstein, Rosetta Carrington Lue
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Eric_Determined / Eric Silverstein's curator insight, December 12, 2014 3:26 AM

"No matter the industry, the entertainment factor is critical to building a #brand that can successfully attract new customers, retain existing ones and deliver a lasting, multidimensional experience."


It's about building a lasting #relationship with your clients, and deliver the right #engagement across all channels.






Punch Digital 's curator insight, December 15, 2014 6:43 PM

A must read heading into 2015 , this article sums up 4 points that should be or closely related to the main pillars of your marketing efforts. Taking this article on board should give your marketing efforts in 2015 the boost it needs.


Where can you find a design driven video production company that can deliver your company's message heading into 2015? Jumbla offer an extensive range of services including motion graphics, animation and explainer videos for the corporate sector.

Rescooped by Fred Zimny from Services Leadership Digest
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The challenges of customer lifetime value | Analysis | Marketing Week

The challenges of customer lifetime value | Analysis | Marketing Week | Designing  service | Scoop.it
Working in silos and managing multichannel are stopping brands from realising the full value of a customer over time.

Via CSL
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Rescooped by Fred Zimny from New Customer - Passenger Experience
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14 #Customer #Experience Predictions For 2014

14 #Customer #Experience Predictions For 2014 | Designing  service | Scoop.it

Via Eric_Determined / Eric Silverstein
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Eric_Determined / Eric Silverstein's curator insight, December 27, 2013 4:59 AM

Valuable insight from Jeannie Walters clearly defining the different areas that will impact the #customer #experience.


The end goal is the last point:


"There will be several times in 2014 when you’ll shake your head in disbelief at how wonderful something is. You’ll post images on social media about the best ones, and rave to friends about the corner store/the customer service rep/the bank who showed you they care."


We are all looking forward to such positive experiences.


Any additional trends you would anticipate?



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  service | 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 New Customer - Passenger Experience
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What Motivates Your Customers?

What Motivates Your Customers? | Designing  service | Scoop.it
Here's what two New York City bagel shops sitting 200 feet apart can teach you about customer loyalty.

Via Eric_Determined / Eric Silverstein
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Eric_Determined / Eric Silverstein's curator insight, April 15, 2016 2:54 AM

"Ask any entrepreneur and they'll probably tell you it’s getting harder to forge meaningful relationships with customers, as choices for just about everything multiply. That makes the little anomalies—products that elicit real emotions—really important.

 

People think they want choices. They don't. Choices increase anxiety, do you agree?

 

Your customer’s current process will be unique. Understanding it and building a product that works hand in hand with what they do already is crucial.

 

Then, you want to frame the conversation in a way that allows your customers to easily opt into whatever you’re building. Help them skip to the bottom of that funnel they want no part of going through."

 

Brian, does this mean you will recommend for Stemless to work with Black Seed for easy pickup at their favorite coffee and bagel place... :)

Mike Donahue's curator insight, April 15, 2016 9:49 AM
A good article that shows how easy it is to be wrong about why people are choosing your brand, and how that can leave you wondering how you lost your customers.
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Customer Experience Trends for 2016

Customer Experience Trends for 2016 | Designing  service | Scoop.it

Via Eric_Determined / Eric Silverstein, Rosetta Carrington Lue
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Eric_Determined / Eric Silverstein's curator insight, November 19, 2015 3:02 PM

The Customer Experience trends for 2016 are:

1 – Self-Serve Help Will Be The First Choice

2 – Reliance on Community Forums

3 – Consumers Find Social Media Posts Get Speedy Responses

4 – Multi-Channel Servicing Will Continue To Increase

5 – Predictive and Personalized Technology Is Required For A Good Customer Experience

6 – Voice Recognition Is On The Rise

7- Wearable Technology is Not Just Costume Jewelry

8- Video Chat For Pre-Sales Support Will Increase

9 – Apps for All

10- Even Faster is the Latest Innovation in Customer Response

11 – Incorporating Social Responsibility is Part of the New Norm Business Model

12 – Protecting Customer Information is Paramount

13- The Entire Household Is Included In The Customer Service Family

14 – Customers Demand an Authentic Response

15 – The Leveraging of Human Emotions

16 – The New Era of The Endangered Customer


"Creating the quintessential customer experience is the differentiator between your company and your competitor.  Remember that understanding how the customer feels is just as important as what they are saying."


Would you add anything to the list above?

Frederico Neiva's curator insight, November 24, 2015 8:30 AM

The Customer Experience trends for 2016 are:

1 – Self-Serve Help Will Be The First Choice

2 – Reliance on Community Forums

3 – Consumers Find Social Media Posts Get Speedy Responses

4 – Multi-Channel Servicing Will Continue To Increase

5 – Predictive and Personalized Technology Is Required For A Good Customer Experience

6 – Voice Recognition Is On The Rise

7- Wearable Technology is Not Just Costume Jewelry

8- Video Chat For Pre-Sales Support Will Increase

9 – Apps for All

10- Even Faster is the Latest Innovation in Customer Response

11 – Incorporating Social Responsibility is Part of the New Norm Business Model

12 – Protecting Customer Information is Paramount

13- The Entire Household Is Included In The Customer Service Family

14 – Customers Demand an Authentic Response

15 – The Leveraging of Human Emotions

16 – The New Era of The Endangered Customer

MONICA LOPEZ SIEBEN's curator insight, November 30, 2015 6:05 AM

Las tendencias mmás relevantes en la experiencia del consumidor

 

Rescooped by Fred Zimny from New Customer - Passenger Experience
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CMOs' Top Goals and Challenges

CMOs' Top Goals and Challenges | Designing  service | Scoop.it
Marketing Strategy - Chief marketing officers (CMOs) say they are expected to simultaneously retain customers, increase brand awareness, improve customer satisfaction, and increase customer profitability, according to a recent report from Oracle Marketing ...

Via Eric_Determined / Eric Silverstein
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Eric_Determined / Eric Silverstein's curator insight, July 17, 2015 2:58 AM

It costs more to acquire a new user than trying to retain one. Now the question is what are you doing to make sure you retain your customers?


How about on Mobile? how are you keeping your customers engaged and delivering rewarding experiences?

Cyril BREJCKA's curator insight, July 17, 2015 3:30 AM

Globalement, le débat se déplace en fonction du secteur d'activité, de sa maturité, et surtout BtoB ou BtoC 

Rescooped by Fred Zimny from New Customer - Passenger Experience
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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
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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
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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
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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
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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
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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
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[Slides] The Inevitability of a Mobile-Only Customer Experience by Al…

Slides for Altimeter's webinar: The Inevitability of a Mobile-Only Customer Experience Watch the webinar replay at: http://www.slideshare.net/Altimeter/webinar…;

Via Eric_Determined / Eric Silverstein
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Eric_Determined / Eric Silverstein's curator insight, February 11, 2015 2:06 AM

As @BrianSolis highlights:


"Companies must design #mobile-first and mobile-only #customer #journeys to prevent channel-hopping and multi-screening, thus increasing conversions"


Is your company making the commitment to mobile?

Bharat Employment's curator insight, February 12, 2015 12:18 AM

http://www.bharatemployment.com/

Mike Donahue's curator insight, February 13, 2015 10:14 AM

Nice deck with plenty of compelling stats. I would argue the mobile-only experience is already here for many people. Some by necessity and other sby choice. Ignore at your own risk.

Rescooped by Fred Zimny from New Customer - Passenger Experience
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Do We Care About #Brands?

Do We Care About #Brands? | Designing  service | Scoop.it
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.

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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 New Customer - Passenger Experience
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Engagement: The Key Metric for the Future

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

Via Eric_Determined / Eric Silverstein
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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!

Rescooped by Fred Zimny from Big Data and Personalization
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Omnichannel Loyalty: The New Customer Connection [Infographic] - Profs

Omnichannel Loyalty: The New Customer Connection [Infographic] - Profs | Designing  service | Scoop.it
Customer Relationships - With omnichannel loyalty, companies engage customers with personalized messages at each touchpoint across various channels; businesses also offer rewards for customers' loyalty, which often results in lifelong brand loyalty.

Via marketingIO, Edward Chenard
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marketingIO's curator insight, April 9, 2013 7:48 AM
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POS Maven's curator insight, April 11, 2014 10:30 AM

OMNI-Channel Loyalty!! That's how to dominate in 2014!!!!  LOVE IT!