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Make Agility Part of Your Process - Harvard Business Review

Make Agility Part of Your Process - Harvard Business Review | Designing design thinking driven operations | Scoop.it

Via David Hain
Fred Zimny's insight:

Not only on the executive levvel, but also in operations. Imperative for service designers and service managers

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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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Why Customer Experience Is Everyone’s Responsibility

Why Customer Experience Is Everyone’s Responsibility | Designing design thinking driven operations | Scoop.it
While areas like mobile, content and personalization are hot topics in marketing this year, the customer experience topped the list.A recent report by Adobe and Econsultancy found that 20% of client
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IBM Digital Analytics Benchmark Hub - United States

IBM Digital Analytics Benchmark Hub - United States | Designing design thinking driven operations | Scoop.it
Welcome to the IBM ExperienceOne Digital Analytics Benchmark Hub
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The future of banks from an experience design perspective

The future of banks from an experience design perspective | Designing design thinking driven operations | Scoop.it
Why banks need to think beyond traditional approaches to customer service and engage them through better experiences
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Measure What Matters Most: A Marketer's Guide – Think with Google

Measure What Matters Most: A Marketer's Guide – Think with Google | Designing design thinking driven operations | Scoop.it

To make sense of today's complex customer journey, better measurement is critical. In this guide, we'll look at the four tenets of measurement-focused marketing: choosing the right metrics, focusing on your best customers, valuing the customer's whole journey to purchase and proving impact. Used collectively, these tenets can improve campaign success.


It’s no secret that it takes many marketing touchpoints to connect with a customer, find a quality lead or make a sale. But how do you know the right message to deliver at each point in that journey? How do you ensure that your investments are working and that you’re not wasting money and resources—or worse, alienating your customers?

Better measurement is the answer. It’s the key to understanding and making the most of these interconnected touchpoints, but it's not always top of mind when building marketing campaigns. Lay your measurement foundation first—before you dive into the creative work—and you can achieve more with marketing.


Via Russ Merz, Ph.D.
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Russ Merz, Ph.D.'s curator insight, Today, 9:43 AM

Here is a very useful guide that lays out the four tenets of a measurement-based approach to #digital marketing.

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Analytics Don't Yield a True Customer Experience Analysis - iMedia Connection (blog)

Analytics Don't Yield a True Customer Experience Analysis - iMedia Connection (blog) | Designing design thinking driven operations | Scoop.it
iMedia Connection (blog)
Analytics Don't Yield a True Customer Experience Analysis
iMedia Connection (blog)
Many a business guru have sworn by analytics as the end-all of business goals.
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In the Social Age: Customer Experience Must Come First

In the Social Age: Customer Experience Must Come First | Designing design thinking driven operations | Scoop.it

We are in a Social Age, and customer experience is front and center. Moving from the industrial age to the social age requires new customer engagement.


Via Andrea Rossi
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Rescooped by Fred Zimny from Analytics for the CMO & CIO
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Where are big data and analytics heading in 2015?

Where are big data and analytics heading in 2015? | Designing design thinking driven operations | Scoop.it
Big data and analytics in 2015 will be less about collecting everything and anything and more about focusing on the most relevant data for actionable insights, according to analysts.

Via beyondthearc
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Rescooped by Fred Zimny from SATISFACTION & FIDELITE CLIENT
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Powerful Infographic: 2014 The Year of Customer Experience - CX - perience

Powerful Infographic: 2014 The Year of Customer Experience - CX - perience | Designing design thinking driven operations | Scoop.it
Entre Now and Discover a Powerful Infographic That Breaks Down How 2014 Has Been the Year of Customer Experience on Your Resource for CX Information.

Via Christian Barbaray
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Rescooped by Fred Zimny from Innovation Strategies
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Forrester Releases Its “15 Emerging Technologies To Watch Before 2020” Report - CloudTweaks.com

Forrester Releases Its “15 Emerging Technologies To Watch Before 2020” Report - CloudTweaks.com | Designing design thinking driven operations | Scoop.it
Emerging Technologies - The cloud, big data, the internet of things, and wearable technology have all featured heavily in Forrester’s latest list

Via Ken Cooper
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Lee SCHLENKER's curator insight, November 18, 2:20 AM

Mobile technology has forced enterprises to rethink completely how they win, serve and retain customers, meaning their business strategy is under increasing pressure to find ways to address new digital competitors

Juliana Loh's curator insight, November 18, 3:23 AM

Trends for a digital Future....  a good read if you want to remain relevant in 'your' industry.

Rescooped by Fred Zimny from Entrepreunership, eCommerce, Management, Small Business & Work Orientation
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Trends that will define recruiting in 2015

Trends that will define recruiting in 2015 | Designing design thinking driven operations | Scoop.it
Hola: Una infografía con Tendencias sobre reclutamiento en 2015. Via Un saludo

Via ThePinkSalmon
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Jon Kolko » Abductive Thinking and Sensemaking: The Drivers of Design Synthesis

Jon Kolko » Abductive Thinking and Sensemaking: The Drivers of Design Synthesis | Designing design thinking driven operations | Scoop.it
Jon Kolko; interaction design and design synthesis.
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Why – and How – to Do a Better Job of Listening to Your End User Customers

Why – and How – to Do a Better Job of Listening to Your End User Customers | Designing design thinking driven operations | Scoop.it
IT managers haven't always been the best listeners. Here are some strategies to consider, taken from the best and worst customer interaction stories heard at a recent conference.
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Digital Personalisation: Growing Revenue Faster with Digital Experiences That Convert

Presentation made by Frederik DeMets from Acquia at the DRI Marketing Automation event (http://marketing.automation.pt/) on October 30th 2014.

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Vintage Photos Of London's Punk Scene

Vintage Photos Of London's Punk Scene | Designing design thinking driven operations | Scoop.it
In the mid-'70s, two student photographers documented the London punk scene in its gritty infancy. Those photos are now featured in a new exhibition...
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What Is Behind The Rise Of The Chief Design Officer?

What Is Behind The Rise Of The Chief Design Officer? | Designing design thinking driven operations | Scoop.it
The hiring of Ernesto Quinteros as Johnson & Johnson’s first enterprise-wide Chief Design Officer (CDO) earlier this year reflects the growing trend that companies are elevating design and expanding its role throughout the business.
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Rescooped by Fred Zimny from Customer Service: Aussen fächern-innen bündeln
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Smart Care | The Future of Customer Care

What is the future of customers care?

Via Harald Henn
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Is Design Thinking the Link to Go from the Digital Business Model to the Actual Digital Customer Experience? - Content Loop

Is Design Thinking the Link to Go from the Digital Business Model to the Actual Digital Customer Experience? - Content Loop | Designing design thinking driven operations | Scoop.it
business development, Customer Experience, design, thought leadership
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Rescooped by Fred Zimny from AtDotCom Social media
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Persona Driven Keyword Research

Spoiler Alert: It’s in disarray


Via Pedro Da Silva, massimo facchinetti, John van den Brink
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Rescooped by Fred Zimny from Analytics for the CMO & CIO
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10 Trends to Define Marketing in 2015

10 Trends to Define Marketing in 2015 | Designing design thinking driven operations | Scoop.it
Excellent article de @SourceLink sur les tendances 2015 du #marketing. #CRM #database #IoT #PredictiveAnalytics http://t.co/11cGuMEWQ1

Via beyondthearc
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What is Customer Experience Management (CXM)?

What is Customer Experience Management (CXM)? | Designing design thinking driven operations | Scoop.it
Customer loyalty has always been an obsession for those who sell on more than price. Over the years, this idea has expressed itself in many different ways, from the sloganeering of “The customer’s ...
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Rescooped by Fred Zimny from Customer Experience Excellence Best Practices
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Are The #Customer #Experience Stakes Higher on #Mobile?

Are The #Customer #Experience Stakes Higher on #Mobile? | Designing design thinking driven operations | Scoop.it
With many companies treating their mobile interactions with customers as an 'afterthought', we wonder whether they recognize the risks they are taking with their customers base.

Via Eric_Determined / Eric Silverstein, Rosetta Carrington Lue
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Eric_Determined / Eric Silverstein's curator insight, November 17, 7:43 PM

The stakes are higher in #Mobile.


In 2013, there were 102 billion app downloads.  


1/4 of them were used just once and never touched again!


3 important points to consider:


  • Buyers see mobile customer experience as an 'elite' capability and make quick judgements based on early experiences ('they just don't have it")
  • The very nature of mobile is that customers are looking for quick results when they are short on time and have less tolerance for hiccups on mobile than on other platforms or brick and mortar environments
  • The difference between bad and good #CX is magnified on mobile with the best retailers having extremely well thought out and executed mobile sites


Once a customer downloads your #App, make sure you develop an engagement strategy that offers value and incentives, in order to strengthen your customer relationships.


Is #gamification a possible solution to keep your customers engaged, share your thoughts?


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10 Stats That Will Impact Your 2015 Content Strategy

10 Stats That Will Impact Your 2015 Content Strategy | Designing design thinking driven operations | Scoop.it
One of the biggest advantages of online marketing in a tight, competitive market is a company’s ability to quickly produce and distribute relevant, timely content that grabs the attention of customers. And now that 2015 is just around the corner, many marketers are reviewing their successes and failures from the past year to inform tactics and strategies moving forward.
With that in mind, take a look at 10 stats that will help you create a content strategy that rocks you past the...

Via malek
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malek's curator insight, November 16, 7:26 PM
7. By 2017, online video will make up nearly 70% of consumer Internet traffic.

. The combination of visual and audio elements adds an immediately engaging, human, and emotional touch to content. And as mobile viewing stats continue to increase with the rate of technology advancements, video has more outlets for potential “eyeballs” than ever before.

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New Report Reveals How to Build Customer Confidence in 2015

New Report Reveals How to Build Customer Confidence in 2015 | Designing design thinking driven operations | Scoop.it
A new report from Retail Customer Experience shows most customers need reassurance. Here's how to build customer confidence leveraging the latest trends.
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Digital is Just a Means to Reach People...It's How and Why You Use It That Matters - Brian Solis

Digital is Just a Means to Reach People...It's How and Why You Use It That Matters - Brian Solis | Designing design thinking driven operations | Scoop.it
Disruptive technology is just that…it’s disruptive. Every so often, something new comes around and completely upsets the balance. Now, innovation is part of our society and it’s only accelerating. The key to success is to simply accept that this is the end of business as usual. The way that things were done only evolve to accommodate the expectations and preferences of evolved customers and employees.

Via Don Dea
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Don Dea's curator insight, November 15, 2:25 AM

What’s different about your connected customers over your traditional customers?

How are they using technology to make decisions?

What do they search for? What do they ask? Where do they go?

Most importantly…what comes back in their search or what answers are given to their common questions?

Rescooped by Fred Zimny from International Talent Acquisition Explorer
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How Winning Brands Define Customer Experience

How Winning Brands Define Customer Experience | Designing design thinking driven operations | Scoop.it
Although many companies are still struggling to define and measure customer experience (CX), those that spread responsibility for CX across the organization, as well as concentrate on measuring long-term strategies, see a significant jump in sales...

Via Alexander Crépin
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