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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Multichannel vs. Omnichannel And The Role A #CRM Plays in Business Success 

Multichannel vs. Omnichannel And The Role A #CRM Plays in Business Success  | Designing  service | Scoop.it

Customers expect a lot from brands today—a lot of engagement, a lot of relevancy, and a lot of accessibility, to name just a few. How do organizations deliver? Many do so, in part, via a commitment to wholly embracing digital transformation and by adopting multichannel or omnichannel strategies—preferably both. Surprisingly, while we hear a lot about multichannel and omnichannel, in many cases there’s a lack of understanding about these different strategies, why they are important to businesses of all sizes, and what’s needed to make them most effective as part of your company’s digital transformation process.


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Harmonious Convergence? Better Customer Experience #custserv #custexp #design

Harmonious Convergence? Better Customer Experience #custserv #custexp #design | Designing  service | Scoop.it
In a Gartner blog post, Mar-Tech and Ad-Tech: A Shotgun Wedding?, Martin Kihn wrote, "Marketers want a world where ad tech and marketing tech are not two different things … this thesis forms the spiritual core of Gartner's recent Magic Quadrant for Digital Marketing Hubs." According to Jay Baer in his Masters of CX Econsul

Via Eric_Determined / Eric Silverstein
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Eric_Determined / Eric Silverstein's curator insight, October 1, 2015 1:36 AM

The most important long-term benefit is fixing the fragmented experience consumers have every day.


When advertising data and marketing data reside in different systems—sometimes within different companies—you can't deliver a consistently intelligent experience across channels that wins customers' hearts in real time - @JayBaer

 

Online advertising's market share is projected to surpass TV advertising by 2017, are you ready to offer a true omni-channel experience?

Patricia Guzmán Aponte's curator insight, October 8, 2015 3:26 PM

Habremos de realizar un trabajo integrador, haciendo sinegia, y sobre todo con coherencia entre todas nuestra actividades. Y siendo así, el consumidor debería percibirlo de manera transparente. 

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@IBM: Consumers Willing to Share Personal Details, But Expect Value in Return!

@IBM: Consumers Willing to Share Personal Details, But Expect Value in Return! | Designing  service | Scoop.it
NEW YORK, January 13, 2014 (ADOTAS) — A new IBM (NYSE: IBM) study of more than 30,000 global consumers released today [...]

Via Eric_Determined / Eric Silverstein
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Eric_Determined / Eric Silverstein's curator insight, January 14, 2014 12:18 AM

The latest study from IBM reaffirms everyone's understanding that #customers are willing to work with you and share their #data if you are ready to deliver the right #experience and value for them.


Share your thoughts on the data presented. 


Do you agree that the biggest challenge for companies is to deliver the right omnichannel experience?

Laurent Hilaire's curator insight, January 14, 2014 8:58 AM
 May God bless you for your hospitality and understanding to Hilaire L,Delegate of DT from Haiti,it's a young organisation that has come after the earthquake january 12,2010.
What do you see?
We do need your support in what you,train,forum,counselling or else....Go in facebook with his name ,you could see pictures of we have done: Francois Marc Arthur
www.dthaiti.org
Hilaire Laurent,Delegate
Phone:509-37748846
Laurent Hilaire's curator insight, January 14, 2014 9:06 AM
 May God bless you for your hospitality and understanding to Hilaire L,Delegate of DT from Haiti,it's a young organisation that has come after the earthquake january 12,2010.
What do you see?
We do need your support in what you,train,forum,counselling or else....Go in facebook with his name ,you could see pictures of we have done: Francois Marc Arthur
www.dthaiti.org
Hilaire Laurent,Delegate
Phone:509-37748846
Rescooped by Fred Zimny from New Customer - Passenger Experience
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2016 State of Digital Transformation, are we there yet?

Can Digital Transformation Move Beyond Buzzwords? By  Noreen Seebacher   |   Sep 20, 2016 CHANNEL:  Digital Experience

Via Eric_Determined / Eric Silverstein
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Eric_Determined / Eric Silverstein's curator insight, September 23, 2016 3:54 AM

Key best practice recommendations @BrianSolis:

  • DCX: Study and map the digital customer experience
  • MOBILE: Study and map the specifics of the mobile customer journey
  • RESEARCH: Invest in ongoing customer research to better understand digital/mobile behaviors
  • ROADMAP: Develop a digital transformation roadmap
  • TOUCHPOINTS: Update/innovate customer-facing technology in digital AND mobile
  • OMNICHANNEL: Drive strategies that engage and guide customers seamlessly through digital, mobile and real-world journeys
  • PROCESSES: Improve processes/operations that expedite change
  • IT: Build an agile, integrated and scalable technology infrastructure
  • LEADERSHIP: Executives appoint someone to lead and pave the way for digital initiatives (budget, resources, culture) as well as manage expectations among shareholders, stakeholders and the board
  • TASKFORCE: Form a working team to drive initiatives, coordinate activities/resources, and be accountable
  • METRICS: Establish new metrics that measure progress and track new outcomes
Pascale Philippe's curator insight, September 24, 2016 9:22 AM

Key best practice recommendations @BrianSolis:

  • DCX: Study and map the digital customer experience
  • MOBILE: Study and map the specifics of the mobile customer journey
  • RESEARCH: Invest in ongoing customer research to better understand digital/mobile behaviors
  • ROADMAP: Develop a digital transformation roadmap
  • TOUCHPOINTS: Update/innovate customer-facing technology in digital AND mobile
  • OMNICHANNEL: Drive strategies that engage and guide customers seamlessly through digital, mobile and real-world journeys
  • PROCESSES: Improve processes/operations that expedite change
  • IT: Build an agile, integrated and scalable technology infrastructure
  • LEADERSHIP: Executives appoint someone to lead and pave the way for digital initiatives (budget, resources, culture) as well as manage expectations among shareholders, stakeholders and the board
  • TASKFORCE: Form a working team to drive initiatives, coordinate activities/resources, and be accountable
  • METRICS: Establish new metrics that measure progress and track new outcomes
Rescooped by Fred Zimny from New Customer - Passenger Experience
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How #Data needs to connect across the #customer journey

How #Data needs to connect across the #customer journey | Designing  service | Scoop.it
Understanding the customer journey and delivering relevant experiences has never been this critical.

Via Eric_Determined / Eric Silverstein
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Eric_Determined / Eric Silverstein's curator insight, August 12, 2014 2:20 PM

"Non-personal identifiable information acts as the lifeblood of digital #marketing: improving the relevancy and effectiveness of acquisition, retargeting, optimisation, #personalization and even #loyalty and retention programs.

 

The systems that marketers are using today may have been acceptable for a website oriented world, but they will not be sufficient to support a model that is expected to be 50% cross-channel sales and $1.8 trillion in less than five years.

 

The companies that deliver a #CustExp that is relevant and personalized across their customers’ journeys – an experience that is informed by customers’ intent, device and channel, and purchase stage – will be the digital marketing leaders of tomorrow. "

 

Share your latest experience of a company that delivers a consistent experience across all touch points?