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How Apple and Other Retailers Subtly Seduce You in Their Stores

How Apple and Other Retailers Subtly Seduce You in Their Stores | Designing design thinking driven operations | Scoop.it
From the pleasant music to the choice of floor tiles, retail stores are cleverly designed to do one thing: make you spend money. Here are some of the marketing tactics you should know about so you can shop with a clear head.

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Designing design thinking driven operations
I blog about strategic and tactical service design and management.<br><br>Trying to explore how service design practices develop.<br><br>With a focus in developing strong conceptual work, supporting design decisions on research and enabling readers to create conversations with clients, colleagues and customers.<br><br>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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Five Trends Shaping the Future of Customer Service in 2015 - Forbes

Five Trends Shaping the Future of Customer Service in 2015 - Forbes | Designing design thinking driven operations | Scoop.it
In the future customer service will become increasingly savvy about how to deal with issues early on, even preventing them.
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THE PAYMENTS INDUSTRY EXPLAINED: The Trends Creating New Winners And Losers In The Card-Processing Ecosystem

THE PAYMENTS INDUSTRY EXPLAINED: The Trends Creating New Winners And Losers In The Card-Processing Ecosystem | Designing design thinking driven operations | Scoop.it
The players and trends shaping changes in the massive credit card-processing industry.

Via Marylene Delbourg-Delphis
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Digitizing the consumer decision journey | McKinsey & Company

Digitizing the consumer decision journey | McKinsey & Company | Designing design thinking driven operations | Scoop.it
In a world where physical and virtual environments are rapidly converging, companies need to meet customer needs anytime, anywhere. Here’s how. A McKinsey & Company article.
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Accenture making social media part uniform (2)

Policing is a people business. Whether seeking witnesses, supporting victims or liaising with local leaders, the police rely on human interaction and community…
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2014 is ending, but this wave of technology disruptions is just beginning

2014 is ending, but this wave of technology disruptions is just beginning | Designing design thinking driven operations | Scoop.it
A wave of technological disruptions is set to shake up the world as we know it.
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C-Suite Revolution: Customer Officers and Data Officers Emerge As the Next Top Executives 

C-Suite Revolution: Customer Officers and Data Officers Emerge As the Next Top Executives  | Designing design thinking driven operations | Scoop.it
Over the past few years, there has been a ton of talk about the emerging roles of the CIO and CMO.
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Rescooped by Fred Zimny from Business: Economics, Marketing, Strategy
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2015 Customer Experience Trends and Tips

2015 Customer Experience Trends and Tips | Designing design thinking driven operations | Scoop.it
Delivering a differentiating customer experience pays dividends. What are some important trends? Find out here.

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Service design: An interview with Andy Polaine

Service design: An interview with Andy Polaine | Designing design thinking driven operations | Scoop.it
What is service design, and how does it relate to UX? Transcript Gerry Gaffney: This is Gerry Gaffney with the User Experience podcast. Today's guest is an interaction and service design consultant...
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Rescooped by Fred Zimny from Organisation Development
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Companies Adopting Cloud to Drive Client, Workforce Change

Companies Adopting Cloud to Drive Client, Workforce Change | Designing design thinking driven operations | Scoop.it

“People’s expectations as employees are a lot different than they were ten years ago,” stated Mark Shank, managing director of the digital and mobile practice at KPMG. “Employees today demand the same access, experience and richness on their work computers and mobile devices as they have on their personal devices. Cloud is making that possible, and organizations are turning to it to enable a more flexible and mobile workforce.”


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David Hain's curator insight, December 21, 6:47 AM

KPMG top two benefits of using cloud to improve workforce mobility, employee productivity (54 percent) & employee satisfaction and flexibility (48 percent).

Rosetta Carrington Lue's curator insight, Today, 1:26 PM

“Employees today demand the same access, experience and richness on their work computers and mobile devices as they have on their personal devices. Cloud is making that possible, and organizations are turning to it to enable a more flexible and mobile workforce.”

Rescooped by Fred Zimny from CRM, Analytics, IoE, CX, CIM, & IT, Business Innovation
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Customer Experience Management at the Forefront of Mobile Operators' Competitive Strategies in 2015

Customer Experience Management at the Forefront of Mobile Operators' Competitive Strategies in 2015 | Designing design thinking driven operations | Scoop.it
Also Experience is not only technology, it’s pricing, billing, corporate communications, as well as service delivery. The mix needs to be great and to manage that operators need to think BIG(er). The focus will shift from “churn management” to not even giving the customers a reason to churn at all, by managing the subscribers’ services in an intelligent way, with the subscriber’s perspective in mind. To manage this challenge I see the following trends foremost in 2015:

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Are These the 4 Quadrants of a Content Marketing Plan?

Are These the 4 Quadrants of a Content Marketing Plan? | Designing design thinking driven operations | Scoop.it
Buffer I came across this post from CMI and thought it was spot on. The lead quote and the image that accompanies is something that I think anybody employing content marketing should really understand.
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The future interface: Design to make technology human.

The future interface: Design to make technology human. - The Future Interface - Medium
The design of a man-made object is only complete when people use it. ¶

What happened? ¶

Charles Babbage designed the f…
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5 Technology Thoughts For 2015 / Recent Research Study

5 Technology Thoughts For 2015 / Recent Research Study | Designing design thinking driven operations | Scoop.it
The analysts at BIS Research have tracked a host of technology during 2014 and have come up with an authoritative forecast for top 5 technologies that will have disruptive impact on market, business models, economies and people.3D Printing: 2014...
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Blue Ocean Strategy Inspires the First-Ever Blue Awards in France

Blue Ocean Strategy Inspires the First-Ever Blue Awards in France | Designing design thinking driven operations | Scoop.it
On November 24th, the first annual Blue Award ceremony took place in Paris, France. The Blue Award competition was launched a year earlier...
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The Best Business Books of 2014 [Infographic]

The Best Business Books of 2014 [Infographic] | Designing design thinking driven operations | Scoop.it
There were hundreds of business books published this year. With so many books to choose from, it's nearly impossible to figure out which ones you should actually read.
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The Social CEO Infographic

The Social CEO Infographic | Designing design thinking driven operations | Scoop.it
According to a study by Weber Shandwick, the large majority of Fortune 500 CEOs know that being active in social media helps them build the company brand, make connections with employees and customers, and appear more approachable.
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Top 3 Tech Innovations To Improve Digital Customer Experience in 2015

Within this world in perpetual digital evolution, it is hard to foresee what is going to happen. But it is still possible to study early adopters' experiences and the work done by analysts and research labs around the world, to see clues of what the future holds for us. Here’s a brief look into three technology innovations ready to create an impact on how we deliver customer experiences.

Internet of Things: 2014 was the year I-o-T has become a main trend, 2015 will be the year the interconnection between devices will start delivering special experiences. 

Wearable Tech: smartwatches, activity trackers, virtual reality headsets, smart glasses. For the past year the main implementation of the wearable revolution has been for very simple tasks, mainly related to fitness blended with gamification. 

Data Analytics: as mobile markets grow and go beyond the smartphone, companies will be able to gather a huge amount of information about competitors and customers. In the era of Big Data, to reach a better knowledge and plan efficient strategies you will need to make sense of numbers and statistics.





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10 trends in digital marketing every marketer should know before 2015 | Conversion Advantage

10 trends in digital marketing every marketer should know before 2015 | Conversion Advantage | Designing design thinking driven operations | Scoop.it
As more and more consumers become tech savvy and digita …
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Customer Experience Management Market is expected to grow at a CAGR of 17.3% by 2019 – New Report by MarketsandMarkets | Virtual-Strategy Magazine

Customer Experience Management Market is expected to grow at a CAGR of 17.3% by 2019 – New Report by MarketsandMarkets | Virtual-Strategy Magazine | Designing design thinking driven operations | Scoop.it
The research report on Customer Experience Management Market categorizes the global market based on its essential components and growth trends across major geographic regions.
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How Marketing and Customer Service Approach Customer Engagement [Infographic]

How Marketing and Customer Service Approach Customer Engagement [Infographic] | Designing design thinking driven operations | Scoop.it

Marketing may be in charge of social media for a company, but customer service teams are the kings of customer engagement, according to the following Sentiment infographic.

So, how do marketing teams and customer service teams approach customer engagement? 

 

Here's a look at the different goals, tools, and skills that marketing and customer service teams employ to support customers.

The customer service team does so by using tools such as social media monitoring, engagement dashboards, CRM integration, personalized routing, supervisor visibility, and access to back-end systems.

 

Marketing also uses social media monitoring and engagement dashboards, but it usually also focuses on content curation, content creation, and analytics.

 


Via Kamal Bennani, Russ Merz, Ph.D.
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@Fantasy_5's curator insight, December 12, 5:01 PM

#KeianiEnterprises #ContentMarketing

Russ Merz, Ph.D.'s curator insight, December 27, 5:49 PM

A useful summary of the different #customer #engagement perspectives taken by marketing compared to customer service teams.

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Think like a designer | Design Indaba

Think like a designer | Design Indaba | Designing design thinking driven operations | Scoop.it
Design thinking can't only solve complex organisational problems but can also help to improve living conditions and uplift communities, says Kosheek Sewchurran.
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Why Visual Content Will Explode In 2015 by @danielnewmanuv

Why Visual Content Will Explode In 2015 by @danielnewmanuv | Designing design thinking driven operations | Scoop.it
Over the past few years, content marketing has seen an explosive growth, and it shows no signs of slowing down. While the Internet abounds in reports and surveys that highlight this trend, I’m going to share with you two very insightful stats related to the boom:

  • Content Marketing Institute’s (CMI) latest B2B Content Marketing Report shows that 70% of B2B marketers are creating more content than they did one year ago.
  • According to a Forrester Research finding, content volume is growing at a rate of 200% annually.


With companies across every industry turning to content as a way to engage a new breed of buyers, we are starting to see a need for maturity and evolution in content marketing. While so many companies are now proclaiming to do content marketing, not everyone is doing it right. There’s less fresh and original content, and more rehashed stuff, which is making the online space reek of that same old regurgitated content.


Via Brian Yanish - MarketingHits.com
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Brian Yanish - MarketingHits.com's curator insight, December 23, 11:15 AM

With million of pages of content being created and uploaded monthly, standing out from the crowd is going to take more effort then ever before. Using visual content to grab your readers attention and keep them coming back.

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The Internet of Things: Sizing up the opportunity | McKinsey & Company

The Internet of Things: Sizing up the opportunity | McKinsey & Company | Designing design thinking driven operations | Scoop.it
This connectivity trend is now recognized as a source of growth for semiconductor players and their customers. Here we consider the opportunities and constraints for components manufacturers. A McKinsey & Company article.
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Making stores matter in a multichannel world | McKinsey & Company

Making stores matter in a multichannel world | McKinsey & Company | Designing design thinking driven operations | Scoop.it
As the role of the brick-and-mortar store evolves, retailers will continually have to refine how they use their real estate. A McKinsey & Company article.
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