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4 Tips for Excellent Online Customer Experience Management ...

4 Tips for Excellent Online Customer Experience Management ... | Designing design thinking driven operations | Scoop.it
In today's digital world, customer experience no longer only exists in-store or through print advertisements. With the growing number of consumers using smart.
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Designing design thinking driven operations
I blog about strategic and tactical service design and management.

Trying to explore how service design practices develop.

With a focus in developing strong conceptual work, supporting design decisions on research and enabling readers to create conversations with clients, colleagues and customers.

I also aim to support senior managers and professionals to reflect and improve their practices.
Curated by Fred Zimny
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Designing design thinking driven operations

Designing design thinking driven operations | Designing design thinking driven operations | Scoop.it

 

 

Customer experience, customer service, design thinking, service design, service management

 

Mail me: fjg.zimny@serve4impact.com

  

Follow me on twitter: @FredZimny

 

Connect with me on linkedin http://www.linkedin.com/in/fredzimny

  

Even more good stuff at http://serve4impact.com 

 

 

 

 



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The core of service design

The core of service design | Designing design thinking driven operations | Scoop.it
by Harvey Dodgson The objective The objective of service design is to cause consistent service delivery with high levels of designed-in usefulness, usability, desirability, efficiency and effective...
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Why "Infographic Thinking" Is The Future, Not A Fad

Why "Infographic Thinking" Is The Future, Not A Fad | Designing design thinking driven operations | Scoop.it
Francesco Franchi, a master of information design, describes how "infographic thinking" goes beyond pretty pictures, and creates an entirely...
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How to Ensure Success in Your Customer's Journey

How to Ensure Success in Your Customer's Journey | Designing design thinking driven operations | Scoop.it
You wouldn’t climb the highest mountain without a guide or take up parachuting without an instructor. So why expect your customers to succeed without some guidance?

Via Brian Yanish - MarketingHits.com
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Recommended watch: Life is Your Talents Discovered | Sir Ken Robinson | TEDxLiverpool - YouTube

This talk was given at a local TEDx event, produced independently of the TED Conferences. In this terrific and witty closing of TEDxLiverpool, Sir Ken Robins...
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How People Buy: The Evolution of Consumer Purchasing [Infographic]

How People Buy: The Evolution of Consumer Purchasing [Infographic] | Designing design thinking driven operations | Scoop.it
This post originally appeared on the Sales section of Inbound Hub. To read more content like this, subscribe to Sales.
It's the great American pastime.
No, I'm not talking about baseball. Or stuffing your face with apple pie.
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How Strategic Is Your Board?

How Strategic Is Your Board? | Designing design thinking driven operations | Scoop.it
One aspect of strategy involves redefining the company’s competitive domain. For example, Fujifilm diversified into areas such as skin care items and dietary supplements. Image courtesy of Flickr user John.
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Modes in innovation and design

Innovating and Designing are related activities that happen through several modes. The document describes the modes and how they work with each other.
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FutureGov | Design as risk management

FutureGov | Design as risk management | Designing design thinking driven operations | Scoop.it
RT @Rebeccaannbirch: Using design thinking=like Ctrl-Alt-Z for a project. http://t.co/CLU14FcLqs … … via @Innovation_Unit @FutureGov #fails…
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D-School Futures: SAIC's Lisa Norton on the 'Thinking-Making' Approach to Design Education, and Why Her Students Must Learn to Befriend Failure

D-School Futures: SAIC's Lisa Norton on the 'Thinking-Making' Approach to Design Education, and Why Her Students Must Learn to Befriend Failure | Designing design thinking driven operations | Scoop.it
This is the final installment of D-School Futures, our interview series on the evolution of industrial design education.
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You Ain't Seen Nothing Yet

You Ain't Seen Nothing Yet | Designing design thinking driven operations | Scoop.it
Today, the only constant is change… And the rate of change is increasing. You either disrupt yourself, or someone else will. For any company, sitting still equals death. I believe that we are now... (A tsunami of change is coming.
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UX As A Service: 5 Strategies to Elevate Design Thinking In Your Orga…

The traditional role of UX is to fight for the user by designing usable and functional software. But in the age of the 'Internet of Things' every experience of…
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Geert van Hootegem's total workplace innovation

Professor Geert Van Hootegem (University of Leuven) presents his view on Total Workplace Innovation. ODAM2014.
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Digital Transformation Adoption: A Point-by-Point Update

Digital Transformation Adoption: A Point-by-Point Update | Designing design thinking driven operations | Scoop.it
We did it! Finally, we reached peak of the hype cycle for Digital Transformation. Congratulations, we couldn't have done it without your help. Thank you! I first wrote, seriously, about it earlier ...
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Gartner Survey Reveals That 73 Percent of Organizations Have Invested or Plan to Invest in Big Data in the Next Two Years

Gartner Survey Reveals That 73 Percent of Organizations Have Invested        or Plan to Invest in Big Data in the Next Two Years | Designing design thinking driven operations | Scoop.it
RT @CIOMagazine: State of "big data" > Many pilot projects. Big focus on customer experience.
--- @Gartner_inc http://t.co/BvJGsIj9Sy
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A Smörgåsbord of Content Marketing Metrics

A Smörgåsbord of Content Marketing Metrics | Designing design thinking driven operations | Scoop.it

What kind of content marketing metrics should you be measuring, to determine whether you have the right strategy in place? Which metrics are the best indicators of success?

Back in 2012 we published some research on attitudes to measuring content marketing. After surveying 1,300 marketers we found that unique visitors was the main metric used to determine whether content was successful, followed by views, and then time spent on site.

These are perfectly reasonable things to track, and they are meaningful to a point, but most businesses will only invest in things that affect profits and sales. With that in mind, views and visits might not be best thing to focus on.

So what are the best content marketing metrics to track? After all, there’s more to life than visitors and page impressions, right? 

Indeed there is. I thought I'd compile a bunch of the best metrics in a chart, split across four areas.

 


Via Russ Merz, Ph.D.
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Russ Merz, Ph.D.'s curator insight, September 17, 6:15 PM

Looking for some metrics you can use to measure your brand's #contentmarketing performance? Here is a menu of 40 measures--surely one of them will work.

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Talks at Google: Paul Roberts, "The Impulse Society" - YouTube

Journalist Paul Roberts visited Google's Cambridge, MA office to discuss his book, "The Impulse Society". In it, he claims that our entire socioeconomic syst...
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Optimizing the digital and social customer experience

Optimizing the digital and social customer experience | Designing design thinking driven operations | Scoop.it
An in-depth overview of why and how to improve the digital and social customer experience across and beyond touchpoints.
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Beyond Forecasting: Creating New Strategic Narratives

Beyond Forecasting: Creating New Strategic Narratives | Designing design thinking driven operations | Scoop.it
A recent New York Times digital strategy report drew on the company’s history to frame an innovative future. Image courtesy of Flickr user Jon Fingas.
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Relationships 2.0: The New Role of the Web in Offline Relationships

Relationships 2.0: The New Role of the Web in Offline Relationships | Designing design thinking driven operations | Scoop.it
Today, almost three-quarters of U.S. adults on the internet use social media. Take a moment to let that sink in.
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Designing the team

Designing the team | Designing design thinking driven operations | Scoop.it
My learnings from the advice of design leaders, that all started over dim sum (Insights from design leaders @dcdomain @mulegirl @jonnyliebs @bbaxley @lmindler … "Designing the Team" http://t.co/3ePOTD16gY...
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Design Thinking: Empathetic Approach To Problem Solving

Design Thinking: Empathetic Approach To Problem Solving | Designing design thinking driven operations | Scoop.it
Curiosity Design Research explains how to apply a designer’s mindset to problem solving, with an emphasis on human interaction.
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HRMA Video Interview with MaRi Edgar on Design Thinking (6:30PM) - YouTube

In the face of a fast changing and increasingly more complex world, many argue that creativity and innovation are crucial 21st century skills. Design thinkin...
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Support 2020: The Key Skills and Drivers of Today’s Customers and Tomorrow’s Services

Support 2020: The Key Skills and Drivers of Today’s Customers and Tomorrow’s Services | Designing design thinking driven operations | Scoop.it
"People want consistent relationships, not customer service." (“Service Catalogs are the phonebooks of IT Management, no one shops at work.” via @GoToAssist http://t.co/xlZbJRe9MV
Fred Zimny's insight:
Not relationships, merely encounters
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Using Mobile to Improve Customer Relationships

Mobile is now a key part of our lives – according to the IAB, smartphone penetration in the UK is expected to... (Smartphone penetration expected to reach 75% and tablet rising to 50% this year - are you ready for mobile?
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The hazards of Bad Data in Customer Experience ...

The hazards of Bad Data in Customer Experience ... | Designing design thinking driven operations | Scoop.it
The hazards of Bad Data in Customer Experience Management on Data Governance and MDM curated by Jean-Michel Franco (The hazards of bad data in Customer Experience Management http://t.co/w5osBTpV22...
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