Designing service
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Your Customer’s Perspective | kellyazevedo.com

Your Customer’s Perspective | kellyazevedo.com | Designing  service | Scoop.it
when I experience bad customer service I share to teach entrepreneurs how to do better.
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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.
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Designing service?

Designing service? | Designing  service | Scoop.it
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…
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Reuters Digital news report 2017 (download possible) - How to be a leader in #service: #servicedesign and #designthinking

Reuters Digital news report 2017 (download possible) - How to be a leader in #service: #servicedesign and #designthinking | Designing  service | Scoop.it
The 2017 Digital News Report surveyed 70,000 people across 36 markets on five continents to provide new insights into our digital news consumption. This research is a reminder that the digital revolution is full of contradictions and exceptions. These differences are captured in individual country pages that can be found towards the end of the…
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Recommended Frank Palermo's A new frontier for #CRM: The internet of things - How to be a leader in #service: #servicedesign and #designthinking

Recommended Frank Palermo's A new frontier for #CRM: The internet of things - How to be a leader in #service: #servicedesign and #designthinking | Designing  service | Scoop.it
Isn’t Customer Relationship Management technology supposed to be dead? Apparently it’s getting a lifeline from the Internet of Things. Gartner predicts “CRM will be at the heart of digital initiatives in coming years as enterprises look to create more targeted interactions in a multichannel environment.” The research firm has now added IoT as the fifth…
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Designing the Tech Function of the Future - How to be a leader in #service: #servicedesign and #designthinking

Designing the Tech Function of the Future - How to be a leader in #service: #servicedesign and #designthinking | Designing  service | Scoop.it
There is a strange dynamic at play at many traditional companies: technology is increasingly important, yet in many cases, the IT function is not involved in the development of the new, differentiating products and services aimed at ever more discerning and empowered customers. Because many IT departments lack the agility and the in-house expertise to…
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Queue Experiences that are Distinctive, Memorable and Shareable - How to be a leader in #service: #servicedesign and #designthinking

Queue Experiences that are Distinctive, Memorable and Shareable - How to be a leader in #service: #servicedesign and #designthinking | Designing  service | Scoop.it
Customer service that’s quick, easy and convenient has been shown to boost customer satisfaction. So it’s an odd juxtaposition that customer queues have become a sharable customer experience. In our always on, have-it-now culture, long and tedious waiting to be served or goods to arrive, erodes customer experience and negatively impacts customer satisfaction. Amazon With…
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Five questions brands need to answer to be customer first in the digital age - How to be a leader in #service: #servicedesign and #designthinking

Five questions brands need to answer to be customer first in the digital age - How to be a leader in #service: #servicedesign and #designthinking | Designing  service | Scoop.it
A strong brand voice is a living, breathing manifestation of your brand promise. This voice comes from a much deeper place than stringing together clever words and phrases to sell products. An authentic brand voice solves problems, delivers a great customer experience, and stands for something.That’s as true in the digital age as it was in…
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How To Build a Profitable Business? Demystify Customer Lifetime Value (with exclusive Data from Compass) - Compass - How to be a leader in #service: #servicedesign and #designthinking

How To Build a Profitable Business? Demystify Customer Lifetime Value (with exclusive Data from Compass) - Compass - How to be a leader in #service: #servicedesign and #designthinking | Designing  service | Scoop.it
Demystifying Customer Lifetime Value & The Customer Experience Journey http://t.co/rLPfhPsVBG #CX http://t.co/G1oJYF75Zu This post is written by Ramon Bez, a growth engineer at TourRadar, a travel e-commerce company. They are users of Compass. For any company to be profitable, it must profit more from each customer (Customer Lifetime Value or LTV) than it spends on…
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Can store experiences save retail? - How to be a leader in #service: #servicedesign and #designthinking

Can store experiences save retail? - How to be a leader in #service: #servicedesign and #designthinking | Designing  service | Scoop.it
At the Rebecca Minkoff store in New York’s Soho, “smart” digital walls and mirrors let you tap for a different clothing size or color — as well as a free glass of champagne. At the Warby Parker store near Hollywood, you and your friends can create your own 15-second shareable video in a “green room”…
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Smart creatives just write it down - How to be a leader in #service: #servicedesign and #designthinking

Smart creatives just write it down - How to be a leader in #service: #servicedesign and #designthinking | Designing  service | Scoop.it
Source: http://cristinaskybox.blogspot.nl/ Another view from https://www.littlethings.com/benefits-of-writing-by-hand/ Technology has become so prevalent in our lives that it is almost impossible to get anything done without the help of a computer. These days, we use it to get all our work done at our jobs, as well as take notes and research in school. This has caused many different shifts…
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Read Thomas Lockwood: 5 Key Trends In Design Leadership  - How to be a leader in #service: #servicedesign and #designthinking

Read Thomas Lockwood: 5 Key Trends In Design Leadership  - How to be a leader in #service: #servicedesign and #designthinking | Designing  service | Scoop.it
General Electric, the nation's largest industrial company, recently announced it will relocate its headquarters from suburban Connecticut to tech-centric Boston. Intriguingly, of the 800 employees going to the new headquarters, only 200 will be top executives. The other 600 will be "digital industrial product managers, designers, and developers," according to the New York Times. Talk…
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The 10 Mind-blowing Best User Experience Books in 2017 - How to be a leader in #service: #servicedesign and #designthinking

The 10 Mind-blowing Best User Experience Books in 2017 - How to be a leader in #service: #servicedesign and #designthinking | Designing  service | Scoop.it
What best UX books do you read? In any cases, the following 10 best user experience books is what you can never miss. They will guide you through the whole design process from the bumping up of your idea to the user testing methods. What are you waiting for? Let’s check’ em out. Rudiments: 1.Don’t…
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How to Build a Customer Journey Map that Works | CustomerThink - How to be a leader in #service: #servicedesign and #designthinking

How to Build a Customer Journey Map that Works | CustomerThink - How to be a leader in #service: #servicedesign and #designthinking | Designing  service | Scoop.it
Author: Steve Offsey Found at http://customerthink.com/how-to-build-a-customer-journey-map-that-works/ If you’ve searched for information about how to build a customer journey map, you’ve likely encountered a dizzying array of different approaches. Your search may have left you asking questions like: Why do journey maps all look so different from one another? Where should I start if I’m interested in creating…
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Marginalia: bcg-study three in four women say diversity programmes are not working - How to be a leader in #service: #servicedesign and #designthinking

Marginalia: bcg-study three in four women say diversity programmes are not working - How to be a leader in #service: #servicedesign and #designthinking | Designing  service | Scoop.it
Gender diversity at companies leads to markedly better performance, yet most executives don’t have a clear plan for achieving it. Instead, they use a trial-and-error approach, launching one program after another and seeing what sticks. To avoid wasting time, money, and energy, company leaders need to understand which initiatives lead to real, sustainable results. Those…
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A survey breakdown of 2017 tech adaption in the enterprise by #IDG - How to be a leader in #service: #servicedesign and #designthinking

A survey breakdown of 2017 tech adaption in the enterprise by #IDG - How to be a leader in #service: #servicedesign and #designthinking | Designing  service | Scoop.it
https://twitter.com/dhinchcliffe/status/886246762226348037 The 2017 CIO Tech Poll: Tech Priorities study was conducted to gauge for the upcoming year which technology areas will be the focus of IT leaders, and to measure the direction of spending within those categories. Key findings include: Since 2011, IT budgets have been increasing steadily. (Click to Tweet) Adoption of certain tech initiatives and…
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BCG: Designing the Tech Function of the Future - How to be a leader in #service: #servicedesign and #designthinking

BCG: Designing the Tech Function of the Future - How to be a leader in #service: #servicedesign and #designthinking | Designing  service | Scoop.it
There is a strange dynamic at play at many traditional companies: technology is increasingly important, yet in many cases, the IT function is not involved in the development of the new, differentiating products and services aimed at ever more discerning and empowered customers. Because many IT departments lack the agility and the in-house expertise to…
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Are these indeed the 9 forces shaping the future of IT - How to be a leader in #service: #servicedesign and #designthinking

Are these indeed the 9 forces shaping the future of IT - How to be a leader in #service: #servicedesign and #designthinking | Designing  service | Scoop.it
IT is on the precipice of unprecedented change. Every company, now in the business of technology, is experiencing glimmers of larger shifts to come: automation, decentralized technology budgets, rapid adoption of cloud-based services, and most recently, artificial intelligence as a business necessity. Thanks to these emerging and converging trends, technology is increasingly freeing workers from…
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Why CIOs must co-lead CX, customer experience - How to be a leader in #service: #servicedesign and #designthinking

Why CIOs must co-lead CX, customer experience - How to be a leader in #service: #servicedesign and #designthinking | Designing  service | Scoop.it
Forrester recently gathered top Customer Experience (CX) professionals from around the world for the Forrester CX Forum in New York. For the uninitiated, CX is the discipline of defining the step-by-step customer journey from marketing through sales and service.  It defines the key capabilities, content, and interfaces that need to be present at each customer touchpoint and how those touchpoints…
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How do you create (design) a digital university? - How to be a leader in #service: #servicedesign and #designthinking

How do you create (design) a digital university? - How to be a leader in #service: #servicedesign and #designthinking | Designing  service | Scoop.it
 Change is coming and this new generation of students is leading it. Photograph: Alamy We all know that there’s a change coming in higher education, and it’s not only government agencies and Brexit driving it. A new digitally innate generation of students is just beginning to enter our universities, prompting the question: are we ready…
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Does True Fit indeed boost personalization with new shopping capability - How to be a leader in #service: #servicedesign and #designthinking

Does True Fit indeed boost personalization with new shopping capability - How to be a leader in #service: #servicedesign and #designthinking | Designing  service | Scoop.it
The data-driven personalization platform True Fit has boosted its capabilities with a "Shop for Others" function that lets users build additional profiles for friends and family members. The feature relies on rich data and connected profiles to eliminate sizing guesswork and help shoppers buy clothing and shoes for others, according to a press release. True…
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Four Steps to Maximizing Customer Lifetime Value - How to be a leader in #service: #servicedesign and #designthinking

Four Steps to Maximizing Customer Lifetime Value - How to be a leader in #service: #servicedesign and #designthinking | Designing  service | Scoop.it
Customer lifetime value (CLV or CLTV) is the most underappreciated B2C metric. "Underappreciated, you say? We measure customer lifetime value, and it's really important to us!" Sure it's a common metric, but why is it important to your business? Most B2C marketers use customer lifetime value as an input to determine how much is reasonable…
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The Evolution of Marketing: From Manual Through Automation To Predictive - How to be a leader in #service: #servicedesign and #designthinking

The Evolution of Marketing: From Manual Through Automation To Predictive - How to be a leader in #service: #servicedesign and #designthinking | Designing  service | Scoop.it
“It is not the strongest of the species that survives, nor the most intelligent, but the one most responsive to change.” While historians still argue whether Charles Darwin actually said that or Leon C. Megginson (Small Business Management: An Entrepreneur’s Guidebook), this opinion is just as valid for marketers today. We are all aware of…
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Why You Can’t Just Tell a Company “Be More Like a Startup” - How to be a leader in #service: #servicedesign and #designthinking

Why You Can’t Just Tell a Company “Be More Like a Startup” - How to be a leader in #service: #servicedesign and #designthinking | Designing  service | Scoop.it
As more and more companies face disruption from globalization, new technology, and startups that have more capital than the incumbents, the continuing cry from Wall Street investors is, “Why can’t companies be as innovative as startups?” Here’s one reason why: Startups can do anything. Companies can only do what’s legal. Startups Can Do Anything One…
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The Dribbblisation of Design - How to be a leader in #service: #servicedesign and #designthinking

The Dribbblisation of Design - How to be a leader in #service: #servicedesign and #designthinking | Designing  service | Scoop.it
Only one of these weather apps is attempting to solve the real problem. There are divergent things happening in the product and interaction design community. On one hand, we have some amazing pieces of writing from the likes of Ryan Singer and Julie Zhuo, moving our craft forward. On the other hand, we have a…
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Strategy Making: How to Tap the Wisdom of the Crowd - How to be a leader in #service: #servicedesign and #designthinking

Strategy Making: How to Tap the Wisdom of the Crowd - How to be a leader in #service: #servicedesign and #designthinking | Designing  service | Scoop.it
Even firms that typically prefer to centralise decisions needn’t miss out on the benefits of opening up their strategy making. Strategy making has traditionally been the purview of the top management team. Leaders in the inner circle of organisations pride themselves in being the architects of their plans. Open strategy is a more recent concept…
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Feeling Overwhelmed By Journey Mapping? You’re Not Alone - How to be a leader in #service: #servicedesign and #designthinking

Feeling Overwhelmed By Journey Mapping? You’re Not Alone - How to be a leader in #service: #servicedesign and #designthinking | Designing  service | Scoop.it
Whenever we conduct one of our open enrollment journey mapping workshops, we start by asking attendees to list three words that describe their current feelings toward journey mapping. As you can see above, the top two responses are curious and excited. But overwhelmed is a close third. Take a look at the smaller text, and you’ll see that a few attendees…
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Marc Stickdorn outlines Service Design Thinking - How to be a leader in #service: #servicedesign and #designthinking

Marc Stickdorn outlines Service Design Thinking - How to be a leader in #service: #servicedesign and #designthinking | Designing  service | Scoop.it
Service Design or Design Thinking is often linked with terms, such as innovation (process), change, and improvement. How can Service Design Thinking be integrated in an organization as a mean of change? “Most people make the mistake of thinking design is what it looks like. People think it’s this veneer—that the designers are handed this box and told, ‘Make it look good!’…
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