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Game-based Design Can Boost Customer Engagement

Game-based Design Can Boost Customer Engagement | Designing design thinking driven operations | Scoop.it

Via Sebastian Thielke
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A game based design might contribute to the growth of an access economy.One does not need to own to get engaged!

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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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5 Predictions for CES 2015 by O&M Chief Digital Officer, WW, @Brandon…

5 Predictions for CES 2015 by O&M Chief Digital Officer, WW, Brandon Berger
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Retail’s Big Play: The Connected Consumer

Retail’s Big Play: The Connected Consumer | Designing design thinking driven operations | Scoop.it
I see the future of commerce unfolding every day.This past week, an eBay customer bought a 2012 Bugatti Veyron supercar for $1.9 million from an iPhone. Another customer bought a 2014 Lamborghini Aventador for $489,500, also on a smartphone. A Rolex watch was bought on an iPad, most likely while the customer was browsing on a couch in the evening – a time when we see shopping from tablets spike.This type of mobile commerce was unimaginable just a few short years ago. We are in the era of connect

Via Wally Brill
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Wally Brill's curator insight, Today, 1:09 PM

As the entire world connects, the mobile shopping experience truly merges with brick and mortar. Channels become transparent and seamless and the store is everywhere. (Thanks Drew Weimer for passing this along.)

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Enhanced data quality for business process design and improvement

Enhanced data quality for business process design and improvement | Designing design thinking driven operations | Scoop.it
This paper proposes an enhanced approach by introducing a sub-phase into the planning of standard business process design and improvement and recommends using a tool for monitoring.

Via Karlo Jara
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THE FUTURE OF MOBILE: 2014 [SLIDE DECK]

THE FUTURE OF MOBILE: 2014 [SLIDE DECK] | Designing design thinking driven operations | Scoop.it
The mobile industry is shifting. Mobile revenue is moving into software and services.
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Titans of Sales: Ted Coine and The Human Touch - Pipeliner CRM Blog

Titans of Sales: Ted Coine and The Human Touch - Pipeliner CRM Blog | Designing design thinking driven operations | Scoop.it
Ted Coine recounts the path that took him from September 11 to a top author on customer centricity and social business.
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How to Create an Emotional Connection With Design | Design Shack

How to Create an Emotional Connection With Design | Design Shack | Designing design thinking driven operations | Scoop.it
Reading an article entitled How to Create an Emotional Connection With Design on Design Shack.

Via Rosário Durão
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Intuit’s CEO on Building a Design-Driven Company - HBR

Intuit’s CEO on Building a Design-Driven Company - HBR | Designing design thinking driven operations | Scoop.it
Timothy Archibald When Scott Cook cofounded Intuit, in 1983, many other companies were already offering software to help people track their finances.
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How to Prevent the End of Economic Growth

How to Prevent the End of Economic Growth | Designing design thinking driven operations | Scoop.it
How the digital economy could lead to secular stagnation
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How to get the most from big data | McKinsey & Company

How to get the most from big data | McKinsey & Company | Designing design thinking driven operations | Scoop.it
Organizations need specialists, or “translators,” who can analyze, distill, and clearly communicate information of the greatest potential value. A McKinsey & Company article.
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15 Trends for 2015

15 trends ready to change the world in 2015 ... extracted from the new book "Gamechangers" ... including examples of the 100 disruptive innovators ... Explore …
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No middleman is safe in the digital economy

No middleman is safe in the digital economy | Designing design thinking driven operations | Scoop.it
Internet transactions require independent verification, and consumers need help deciphering the financial options available to them.
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12 Books of 2014 with Big Implication for World of Business That You Can't Afford to Miss Reading

12 Books of 2014 with Big Implication for World of Business That You Can't Afford to Miss Reading | Designing design thinking driven operations | Scoop.it
12 Books of 2014 with Big Implication for World of Business That You Can't Afford to Miss Reading

Via Ken Cooper
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Rescooped by Fred Zimny from Technology and its impacts on our lives
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Why the sharing economy could be the internet’s most divisive revolution yet

Why the sharing economy could be the internet’s most divisive revolution yet | Designing design thinking driven operations | Scoop.it
Concerns are growing that the supposedly benign philosophy behind the new wave of internet star names such as Airbnb and Uber simply disguises a rapacious business model, writes Charles Arthur

Via Catherine Kargas
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Catherine Kargas's curator insight, December 21, 11:10 PM

Technology available to all those of us who have a smart phone is at the root of the sharing (and for many, disruptive) economy.

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Employee Engagement: Strengthening Employee Relationships In The Digital Era | Altimeter Group

Employee Engagement: Strengthening Employee Relationships In The Digital Era | Altimeter Group | Designing design thinking driven operations | Scoop.it
Employees are disengaged at work, and organizations have been exploring how social and digital technologies can address this
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How books can open your mind

How books can open your mind | Designing design thinking driven operations | Scoop.it
What happens when a dream you've held since childhood … doesn't come true? As Lisa Bu adjusted to a new life in the United States, she turned to books to expand her mind and create a new path for herself.
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Five tech disruptions set to shape advertising in 2015 - Marketing magazine Australia (blog)

Five tech disruptions set to shape advertising in 2015 - Marketing magazine Australia (blog) | Designing design thinking driven operations | Scoop.it
Mitch Waters, ANZ director of Adap.tv, tells us what we should expect from disruptive advertising technology in the coming year.
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6 Principles of Service Design to Help You Reach Your Customers

6 Principles of Service Design to Help You Reach Your Customers | Designing design thinking driven operations | Scoop.it
One of the most commonly repeated messages in today's online marketing is that it's all about the users. In that respect, we have quite a bit to learn from the service industry, and this post offers six principles as your introduction to that lesson.
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Florence Rigneau's curator insight, December 11, 3:53 AM

Service design?  6 principes pour designer des services qui apportent une réelle valeur ajoutée à vos clients.

Marianne Falck's curator insight, December 12, 4:00 AM

How to include users and use data-driven design when you are making service design? A few simple principles.

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Why investing in customer experience is so important

Why investing in customer experience is so important | Designing design thinking driven operations | Scoop.it
Coming up with the best or cheapest product is no longer good enough for global success. Apple, among other companies, has shown that products offering the best user experience are the ones that succeed today. This is an area where real investment is necessary.

Via Karlo Jara
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Does A Designer's Opinion Mean More Than The User's?

Does A Designer's Opinion Mean More Than The User's? | Designing design thinking driven operations | Scoop.it
We explore, when it comes to UX, whether a designer's opinion really does means more than the user's.

Via Mario K. Sakata
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Carol Dweck: The power of believing that you can improve - YouTube

Carol Dweck researches “growth mindset” — the idea that we can grow our brain's capacity to learn and to solve problems. In this talk, she describes two ways...
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Rescooped by Fred Zimny from Customer Experience Excellence Best Practices
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CX Journey™: The Secret to Customer Retention

CX Journey™: The Secret to Customer Retention | Designing design thinking driven operations | Scoop.it
In today's post I explore: What happens when companies spend huge sums of (marketing) dollars on customer acquisition when they can't even keep the customers they have because their products, services, and experience stink?

Via Eric_Determined / Eric Silverstein, Alama, Rosetta Carrington Lue
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Eric_Determined / Eric Silverstein's curator insight, December 17, 2:13 PM

"Customer retention is paramount to acquisition!"


Do you agree?


What are you doing to build and nurture your current customer relationships? 


Annette shares valuable facts:


1) A 5% reduction in the customer defection rate can increase profits by 25-95%. -Bain & Co/HBR


2) A 2% increase in customer retention has the same effect as decreasing costs by 10%. -Emmet and Mark Murphy


3) The probability of selling to an existing customer is 60-70%. The probability of selling to a new prospect is 5-20%. -Marketing Metric


4) Customer profitability tends to increase over the life of a retained customer. -Emmet and Mark Murphy


5) 55% of current marketing budget is spent is on new customer acquisition and only 12% on customer retention. -McKinsey


6) It is 6 to 7 times more expensive to acquire new customers than it is to keep a current one. -White House Office of Consumer Affairs


7) A 10% increase in customer retention levels result in a 30% increase in the value of the company. -Bain & Co


8) Most important marketing objectives? 29.9% think it should be customer acquisition, and 26.6% think it is customer retention; however, 62.2% admit that they concentrate on customer acquisition, with only 20.6% focusing on customer retention. –Emarketer


9) 80% of your future profits will come from just 20% of your existing customers. -Gartner


10) A 10% increase in customer retention yields a 30% increase in the value of the company. -Bain & Co


11) Repeat customers spend 33% more compared to new customers. -Laura Lake

John E Walsh's curator insight, December 18, 3:29 PM

Great piece with some some fantastic stats.

sharon lewis's curator insight, Today, 2:45 PM

Often referred to as "the leaky bucket syndrome", companies are loosing money when customers leave as often as they come on-board through the acquisition process.. This article re-iterates some great stats on the financial power of customer retention programs.


How many companies do you see making an effort to keep your business as a customer?

Rescooped by Fred Zimny from Data driven marketing and customer experiences
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Predictions 2015: Data-Driven Marketing And Sales | Lattice Engines

Predictions 2015: Data-Driven Marketing And Sales | Lattice Engines | Designing design thinking driven operations | Scoop.it
This ebook compiles 30 predictions on data-driven marketing and sales for 2015.

Via Jean-Michel Franco
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