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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The five disciplines of customer experience leaders - Bain Brief - Bain & Company

The five disciplines of customer experience leaders - Bain Brief - Bain & Company | Designing  service |
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
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.

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The "Relative #NPS" Trap: Why Philips Isn't Delighting Its Customers

The "Relative #NPS" Trap: Why Philips Isn't Delighting Its Customers | Designing  service |
Achieving good...
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