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Nine Ways To Reward Employees To Reinforce Customer-Centric Behaviors | Forrester Blogs

Nine Ways To Reward Employees To Reinforce Customer-Centric Behaviors | Forrester Blogs | Designing design thinking driven operations | Scoop.it
RT @lukeiorio: Good ways to boost #EmployeeEngagement: 9 Ways To Reward Employees To Reinforce Customer-Centric| Forrester http://t.co/wTXj4v59 #leadership...

 

Photocredit: DeadFix

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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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Why Privacy Is Not Dead For Your Customers?

"Privacy is dead" is repeated so often you might actually think it's true. Companies that embrace contextual privacy can differentiate based on treating thei...
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Johan blomkvist' thesis representing future situations of service. ...

This thesis describes prototyping in service design through the theoretical lens of situated cognition. The research questions are what a service prototype ...
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IDEO Brings Design Thinking to Fuqua - Duke's Fuqua School of Business

IDEO Brings Design Thinking to Fuqua - Duke's Fuqua School of Business | Designing design thinking driven operations | Scoop.it
RT @DukeFuqua: The designers of Apple’s first mouse teach students innovation http://t.co/RgT11RmsIU Thank you @ideo!
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The Best CRM: New vs Old [INFOGRAPHIC]

The Best CRM: New vs Old [INFOGRAPHIC] | Designing design thinking driven operations | Scoop.it
Customer relationship management (CRM) is nothing new, but the ways in which sales teams can utilize the platform has evolved significantly. In the past, it was one-way data. Today, data is social and sharable.
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Do Your Employees Need A Customer Care Management Degree?

Do Your Employees Need A Customer Care Management Degree? | Designing design thinking driven operations | Scoop.it
Do Your Employees Need A Customer Care Management Degree?: Navigating today’s consumer marketplace ... http://t.co/zvWTTy3aKJ #crm #news
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Transformation: Brief Exploration Of Two Radically Distinct Customer Experience Paradigms

Transformation: Brief Exploration Of Two Radically Distinct Customer Experience Paradigms | Designing design thinking driven operations | Scoop.it

What Is The Context For This Conversation?

I am following the lead taken by Dawna MacLean in her recent post on encouraging businesses to become more human. It occurs to me she is a brave lady worthy of admiration and respect. I dedicate this post to her, in service of the stand she is taking and the possibility that she is living from and into.

There are many actions that I regret. Few bring me shame. One in particular is etched within me despite it occurring ‘a lifetime ago’. I reckon I was 14 at the time, walking, alone, on my way into the town centre. I am stopped by an old lady, she has a walking stick, she tells me she is lost, she asks for directions. I draw closer to hear-understand what she is saying. She smells! I tell her that she need to turn around. I tell her she is only ten minutes walk from her destination. And I spell out the directions – twice.

A voice speaks to me along the following lines: “Take her hand, walk her there, it is even on your way somewhat. Without your help she will struggle.” Another voice speaks: “She smells awful! You are in a hurry and it will take ages to take her there. You have given her what she asked for. She’ll be fine.” I listen to the second voice, leave her to make her own way, and I walk into town. I cleaned up a lot of history whilst participating in Landmark Education. And that is one that I never got to clean up. If that old lady were here today, I’d ask for her forgiveness.

Why am I sharing this with you? So that you have the context from which to make sense of what I speak-write. I write is not to help you make it: sell more, be more successful, obtain higher status, live happily ever after. I write to open eyes, unblock ears, touch hearts. I write to encourage-facilitate a shift of worldview. I write from the possibility of meaningful-fulfilling human lives and the possibility of a ‘world that works for all, none excluded’. Arguably a world that works must include meaningful-fulfilling human lives. And such a world has plenty of space for businesses that do great by doing good: enriching human lives, and life as a whole.

 


Via Russ Merz, Ph.D., Rosetta Carrington Lue
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Russ Merz, Ph.D.'s curator insight, April 16, 10:25 AM

This article outlines a paradigm shift that may be occurring in customer experience practice. What do you think?

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Design Thinking The Steve Jobs Way « Oishii Creative-dare to ...

Design Thinking The Steve Jobs Way « Oishii Creative-dare to ... | Designing design thinking driven operations | Scoop.it
Design Thinking The Steve Jobs Way. Image via successfulworkplace.org. Humans innovate. We are wired and curious seekers. And when it comes to work, we are, it seems, inexorably driven to tinker and improve the patterns, people and ...
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Innovation Excellence | Integrating Lean Startup and Design Thinking

Innovation Excellence | Integrating Lean Startup and Design Thinking | Designing design thinking driven operations | Scoop.it
The Lean Startup concept is an appropriate choice for creating new businesses through development of an already existing idea or vision.
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Digital marketing is now reappropriating the sales budget

Digital marketing is now reappropriating the sales budget | Designing design thinking driven operations | Scoop.it
It probably comes as no surprise that digital marketing budgets are rising. But the velocity of growth is actually quite breathtaking. In research conducted by Gartner among their clientele, digital marketing budgets rose 20% in 2013.
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Trailer of Macromedia MOOC Design Thinking - YouTube

Welcome to our Design Thinking MOOC at iversity! https://iversity.org/courses/design-thinking What exactly is Design Thinking? The term Design Thinking seems...
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IDEO’s Inspiring Ideas for the Internet of Everything | Design | WIRED

IDEO’s Inspiring Ideas for the Internet of Everything | Design | WIRED | Designing design thinking driven operations | Scoop.it
Most techies have tried using a web-connected pedometer at one point or another, but very few have gone from couch potato to track star by virtue of the points, badges, and achievements these systems provide.
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d.school Customer Experience Methodology

d.school Customer Experience Methodology | Designing design thinking driven operations | Scoop.it
I recently had the chance to learn something about the d. school methodology of customer experience journey mapping. Be prepared, you'll need a ribbon, at least six different colours of post-it not...
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What Service Design Tells the Destination Marketing Organization | DMAI

What Service Design Tells the Destination Marketing Organization | DMAI | Designing design thinking driven operations | Scoop.it
“@SLebski: Recommended reading! What Service Design Tells the Destination Marketing Organization | DMAI http://t.co/51kkIckjXx via @sharethi
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Venlo evolves!

Venlo evolves! | Designing design thinking driven operations | Scoop.it
Fred Zimny's insight:
Evolv Weekend is coming to Venlo on May 23-25 

Evolv Weekend is the three day action learning workshop covering the most pressing entrepreneurship techniques and principles. Get hands on experience with Lean Startup, Effectuation, Business Model Canvas and Jobs to be done in three days!

Pitch a problem on Friday, validate the need for your solution on Saturday and you could have your first customers on Sunday.

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Google’s Next Big Conference Is About Design

Google’s Next Big Conference Is About Design | Designing design thinking driven operations | Scoop.it
Google plans to focus on design at Google I/O, the developers' conference that draws thousands of software engineers each year. (.
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Customer experience is the most exciting opportunity for marketers [infographic]

Customer experience is the most exciting opportunity for marketers [infographic] | Designing design thinking driven operations | Scoop.it
Customer experience represents the single most exciting opportunity for businesses this year, according to our 2014 Digital Trends Briefing.
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Make the Customer the Focus of Online Experiences

Make the Customer the Focus of Online Experiences | Designing design thinking driven operations | Scoop.it
Nearly seven in 10 customers have had an unsatisfactory e-commerce experience in the past year, according to a new Forrester Wave on customer service solutions. That's a disturbing and eye-opening statistic, noted Kate Leggett, primary author...
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Technology Isn’t The Only Answer to Digital Disruption

Technology Isn’t The Only Answer to Digital Disruption | Designing design thinking driven operations | Scoop.it
What’s the difference between disruptive tech and that of emergent or innovative technology? (Brian Solis is principal analyst at Altimeter Group, a research firm focused on disruptive technology. He’s also...
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How Design Can Save a Reputation | Design Thinking

How Design Can Save a Reputation | Design Thinking | Designing design thinking driven operations | Scoop.it
A few months ago, I wrote a post about five technologies in need of design makeovers in 2014. I'm happy to report my colleagues at IDEO.org, working with a group of NGOs and health and tech industry collaborators, have ...
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Why Design Thinking Is The Thing In Business Schools | CEOS are ...

Why Design Thinking Is The Thing In Business Schools | CEOS are ... | Designing design thinking driven operations | Scoop.it
That's Anna Kirkpatrick, a just-minted MBA graduate from the University of Technology, Sydney, telling me about her experience with design thinking – an approach to creating and building new business ventures, which is the ...
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On a quest for the future of enterprise collaboration

On a quest for the future of enterprise collaboration | Designing design thinking driven operations | Scoop.it
A look at the evolution of enterprise collaboration in the light of recent moves by Box, Dropbox, Google and MicrosoftAuthor informationPhil WainewrightPhil Wainewright has been a thought leader in cloud computing as a blogger, analyst and...
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UNOmarcomms :: Design Thinking makes more money than traditional business management

UNOmarcomms :: Design Thinking makes more money than traditional business management | Designing design thinking driven operations | Scoop.it
The Design Value Index shows the 15 US companies that understand the value of design beat the S&P Index by a whopping 228% over the last 10 years.
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Join the NEXT14 Party on May 5!

Join the NEXT14 Party on May 5! | Designing design thinking driven operations | Scoop.it
You’ll learn so much at the conference – with its full and exciting programme – that at the end of the day you may experience a little ‘brain strain’! Well, we’ve organised the perfect antidote: Dancing!
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5 Minutes with Forrester's Melissa Parrish

5 Minutes with Forrester's Melissa Parrish | Designing design thinking driven operations | Scoop.it
Maybe it's a phone on a bus, or a tablet in a store or the laptop on your coffee table. Maybe you're wearing it on your wrist or over your eyes. Whatever it is, it knows who you are, where you are and the best way to reach you at any moment.
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Reimagine Your Enterprise

Reimagine Your Enterprise | Designing design thinking driven operations | Scoop.it
Make human-centered design the heart of your digital agenda.
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