Most marketers would agree that having and demonstrating they know the customer well is a key to great customer service. Nevertheless, it is possible to go overboard when trying to know the customer well.
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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.
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Fred Zimny
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Scooped by Fred Zimny onto Designing design thinking driven operations |
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The relentless parade of new technologies is unfolding on many fronts. Almost every advance is billed as a breakthrough, and the list of “next big things” g Delete the scoop?
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As technological change accelerates and adoption rates soar, ten pivotal trends loom large on the top-management agenda. A McKinsey Quarterly article. Delete the scoop?
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Planning a meeting can be a hassle. Check out these tools to help ease your scheduling complication woes. (5 Tools to Help Plan Your Next Meeting: Planning a meeting can be a hassle — between finding a mee... Delete the scoop?
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You'll find detailed techniques and exercises that Lisa Bodell and other consultants make their livings delivering. The tools are tried and true, Bodell has developed a system that can turn a tired, risk-averse corporate culture ... Delete the scoop?
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Today's children are digital natives who spend an increasing amount of time with digital technologies, - touch devices in particular. They look competent, deliberate, they seem to use the devices we give them in a more natural way than adults do. Delete the scoop?
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Global innovation and brand strategist, partner in Lucule Consulting, and author of Red Thread Thinking: Weaving Together Connections for Brilliant Ideas and Profitable Innovation, Debra Kaye describes how to utilize connections between ideas to... Delete the scoop?
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Design Thinking is an innovation approach to discover opportunities, inspire potentials, and create successful products that meet human needs, add business value, and are technically feasible. Delete the scoop?
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Gartner, Inc., recently released its 2013 Magic Quadrant for the CRM Customer Engagement Center* report naming Salesforce.com a leader, something we are very proud of and is a testament to the hard work and innovation that has gone into building... Delete the scoop?
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The most muddled article on Customer Journey Maps I have read in a long time @medallia on http://t.co/Xa6fhs8T2F #servicedesign #cex #cem Delete the scoop?
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Everything you need to know about business blogging simply broken down so you can implement. Delete the scoop?
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See on Scoop.it - Designing design thinking driven operations As the U.K. economy begins to return to modest growth, a new report finds manufacturers that incorporate useful services with their exi... Delete the scoop?
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Disruptive technologies: Advances that will transform life, business, and the global economy, a report from the McKinsey Global Institute, cuts through the nois Delete the scoop?
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New media expert Brian Solis talks about the future of business, the next generation, and the importance of creating experiences. Delete the scoop?
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Journey to The Heart of #UX Design: Debunking Myths http://t.co/vEHvSLXaQK - #design Delete the scoop?
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This is a post about going from good to best. Plenty of companies have gotten the message that customer experience matters. Delete the scoop?
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“Disruptive technology should be framed as a marketing challenge, not a technological one” - Clayton Christensen, The Innovator’s Dilemma ("Disruptive technology should be framed as a marketing challenge, not a technological one" - Clayton... Delete the scoop?
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Lead or be Led guest Dan Zarrella is the award-winning social media scientist at HubSpot and author of four books: "The Science of Marketing," "Zarrella's Hi... Delete the scoop?
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Twelve emerging technologies—including the mobile Internet, autonomous vehicles, and advanced genomics—have the potential to truly reshape the world in which we live and work. Via ukituki Delete the scoop?
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I was interviewed by Victor Helmre, a Master's student writing a thesis as part of a program called Business & Design – a collaboration between a design school and a business school in Gothenbu... Delete the scoop?
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“So what is the future of having relationships with dead objects?” - David Bausola, founder of Philter Phactory talked about the Life after Data and explained the context of storytelling and technology. Delete the scoop?
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Throw out old, tired ideas about idea generation. We all know the standard method of brainstorming: Get a bunch of people together.Generate lots of ideas.Don’t be critical. There’s one problem with this system. It’s totally wrong. Via Erika Harrison 
Erika Harrison's curator insight,
May 23, 12:10 AM
Research shows coming up with the most good ideas is inversely proportional to the size of the group. In other words, skip the traditional 'brainstorming' exercise. Instead, think of ideas on your own first, employ some rules of acceptable ideas, and encourage discussion. Delete the scoop?
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Remember when the customer service desk was just a euphemism for a complaint bureau? Delete the scoop?
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BCG's Yves Morieux discusses how The Boston Consulting Group's "Smart Rules" help reduce organizational complexity. Delete the scoop?
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