Designing service
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Make Agility Part of Your Process - Harvard Business Review

Make Agility Part of Your Process - Harvard Business Review | Designing  service | Scoop.it

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

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Designing  service
One of the misunderstandings of these days is that a designer has an artist or artisan background. In that approach designers are idea generators, visualizers and prototypers.   That is not our point of view. Our adagium comes from the management writer Herbert Simon, who stated that "Everyone designs who devises courses of action  aimed at changing existing into preferred ones".  As stated by others, this version of design tends to abstraction and general expertise.   The focus of this blog is service and services. In our world  service is exchanged for service. All firms are service firms; all markets are centered on the exchange of service, and all economies and societies are service based. And just even government and other institutions are always exchanging services for services. But be sure, in this era of change there is a heavy focus also on concept generation, visualization and digital concept and prototypes.   Interested in designing services? In case you are interested to follow,  check the options in the sidebar. You can follow this blog on Facebook, Pinterest, Twitter and via email and RSS. It is up to you! In case you are interested to connect on linkedin, please feel free to do so (some of this content is also posted on that platform).  
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Designing service

Designing service | Designing  service | Scoop.it

 

 

Customer experience, customer service, design thinking, service design, service management

 

Mail me: fjg.zimny@serve4impact.com

  

Follow me on twitter: @serve4impact

 

Connect with me on linkedin http://www.linkedin.com/in/fredzimny

  

Even more good stuff at http://serve4impact.com 

 

 

 

 



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Sneaky's comment, June 25, 2015 10:42 AM
super article
Rescooped by Fred Zimny from Services Leadership Digest
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Too Many Executives Are Missing the Most Important Part of CRM

Too Many Executives Are Missing the Most Important Part of CRM | Designing  service | Scoop.it
Sales numbers are only part of the equation.

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CSL's curator insight, August 24, 6:07 PM

Are you missing the most important part of CRM?

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Calculating the #ROI of Customer Engagement !

Calculating the #ROI of Customer Engagement ! | Designing  service | Scoop.it
One challenge in looking at the ROI of engagement over time is that in new communities and networks, asking and answering does not happen right away. Most individuals need to feel comfortable and connected before they are willing to ask a question that might make them feel vulnerable. This means there is a lot of work for community managers to do to prime the culture of the community so that people do feel comfortable and connected. For this reason, the ROI of engagement is typically negative until the culture supports and rewards regular asking and answering.

Via Fouad Bendris, massimo facchinetti, Os Ishmael, malek
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Fouad Bendris's curator insight, August 20, 6:23 AM
How to measure the effectiveness of community management.
To calculate the ROI of engagement, you include the cost of generating that engagement – all of the program expenses (like software, content/programming and staff) related to community management or culture change ... 
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A world beyond passwords: Improving security, efficiency, and user experience in digital transformation

A world beyond passwords: Improving security, efficiency, and user experience in digital transformation | Designing  service | Scoop.it
A world beyond passwords is possible—technology is on the verge of rendering passwords obsolete, bolstering security as well as making users and customers happier.

Via Marc Wachtfogel, Ph.D.
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How to Research and Locate Your Audience Using Social Media #socialmediamarketing

How to Research and Locate Your Audience Using Social Media #socialmediamarketing | Designing  service | Scoop.it
Are you struggling to connect with your customers on social networks?

Do you know where they hang out online?

To optimize your social media marketing efforts, it’s important to know who your customers are and which social networks they spend their time on.

In this article you’ll discover how to connect with your target audience on social media.

Via Brian Yanish - MarketingHits.com
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Rescooped by Fred Zimny from Customer Experience Excellence Best Practices
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Visualizing the 4 Essentials of Design Thinking — Good Design — Medium

Visualizing the 4 Essentials of Design Thinking — Good Design — Medium | Designing  service | Scoop.it
A couple of days ago, I was looking for a visual illustration of Design Thinking to share with my colleagues and clients. Thousands of…

Via David Ednie, Rosetta Carrington Lue
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David Ednie's curator insight, August 15, 7:33 AM

Always use Divergent Thinking before Convergent Thinking

William Smith's curator insight, August 20, 12:38 PM
Nicely done synthesis of the four conceptual models.
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Design Thinking de-bunked

Design Thinking de-bunked | Designing  service | Scoop.it
We’ve unpacked the hype surrounding Design Thinking: Here are 5 key steps you should follow to stand the test of time.

Via Marc Wachtfogel, Ph.D.
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Rescooped by Fred Zimny from Customer Experience Excellence Best Practices
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Is Customer experience a reflection of employee engagement?

Is Customer experience a reflection of employee engagement? | Designing  service | Scoop.it

Customer experience is one of the largest points of focus in the new era of loyalty marketing, and continues to prove its value to a brand’s perception and, consequently, its bottom line.


Via Eric_Determined / Eric Silverstein, Catherine Ferrand, Rosetta Carrington Lue
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Eric_Determined / Eric Silverstein's curator insight, August 4, 2:08 AM

“Employees are the backbone of a brand's values and help solidify the relationship consumers have with the brand,” said Brad Marg, COO of Clutch

 

Employee engagement is not a one time event, it's a journey!

Sue Duris's curator insight, August 24, 6:08 PM

Loved this post because I have always touted that great employee engagement drives great customer experience which drives strong corporate growth.

Rescooped by Fred Zimny from Business: Economics, Marketing, Strategy
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Customer Experience Drives Revenue Growth, 2016

Customer Experience Drives Revenue Growth, 2016 | Designing  service | Scoop.it

In 2015, we explored whether customer experience really matters to business success or whether CX is just the latest hype. Our conclusion: superior CX drives superior revenue growth in industries where customers are free to switch business and competitors deliver a differentiated customer experience.


This year we repeated our study to see if the results held true across an additional year of data.


Via Pantelis Chiotellis
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The 2016 CRM Market Leaders - CRM

The 2016 CRM Market Leaders - CRM | Designing  service | Scoop.it

View the 2016 CRM Market Leaders in each category listed below: 

Enterprise CRM SuiteMidmarket CRM SuiteSmall-Business CRM SuiteSales Force AutomationIncentive ManagementMarketing SolutionsBusiness IntelligenceData QualityConsultancies
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marketingIO's curator insight, August 7, 5:07 PM

CT for the links.

 

NEW: Experience Remarkable Planning Accuracy With New, FREE Growth Hacking Tool. Go here: http://goo.gl/UjcA8x  

TechnoMontreal's curator insight, August 8, 10:38 AM
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The Paperless Office 101: Making a Seamless Conversion to Digital | Sustainable Brands

The Paperless Office 101: Making a Seamless Conversion to Digital | Sustainable Brands | Designing  service | Scoop.it
It is not easy to convert an office to paperless practices; what stops the process in most firms is inertia at the institutional level.
Via SENAME Interactive
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Why We All Need Design Thinking

Why We All Need Design Thinking | Designing  service | Scoop.it

Rather than being a creative activity, problem-solving sessions for many businesses are nothing more than an exercise in analytics.


Via Eric_Determined / Eric Silverstein, Rosário Durão
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tonnytran's comment, July 25, 10:46 PM
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AcrobaticDesigns's curator insight, July 26, 12:35 AM
#DesignThinking: here creativity takes over problem solving, leads to innovation which could benefit customer in the long run.
Lee-ann Dias's curator insight, August 11, 7:47 AM
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Forrester 3 E's of Customer Experience

Forrester 3 E's of Customer Experience | Designing  service | Scoop.it

Emotions play an important role to the overall customer experience. Have you ever created an empathy map?


Via Eric_Determined / Eric Silverstein
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Eric_Determined / Eric Silverstein's curator insight, July 24, 5:44 PM

Forrester's 3 E's:

 

1. Emotion

2. Effectiveness

3. Ease

 

How are you elevating the emotional connection between your brand and your customers?

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Why do big US companies take mobile less seriously than Chinese companies? | ClickZ

Why do big US companies take mobile less seriously than Chinese companies? | ClickZ | Designing  service | Scoop.it
All top Chinese retailers, banks and internet companies share mobile data in earning releases. None of the top 10 US retailers do, nor does Google. US banks and

Via Marylene Delbourg-Delphis
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Rescooped by Fred Zimny from Integrated Brand Communications
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Who Is Responsible for Marketing Technology Purchase Decisions?

Who Is Responsible for Marketing Technology Purchase Decisions? | Designing  service | Scoop.it
Sales - The role of the person who is ultimately responsible for deciding which marketing technologies to purchase varies widely from company to company, according to recent research from DataXu.

Via Russ Merz, Ph.D.
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Russ Merz, Ph.D.'s curator insight, August 24, 8:10 PM
Who is making marketing technology purchase decisions in your company? Compare to US and Global companies in this survey.
Rescooped by Fred Zimny from Professional Communication
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The jobs we'll lose to machines -- and the ones we won't

The jobs we'll lose to machines -- and the ones we won't | Designing  service | Scoop.it
Machine learning isn't just for simple tasks like assessing credit risk and sorting mail anymore -- today, it's capable of far more complex applications, like grading essays and diagnosing diseases. With these advances comes an uneasy question: Will a robot do your job in the future?

Via Rosário Durão
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Designing news products with empathy: How to plan for individual users’ needs and stresses

Designing news products with empathy: How to plan for individual users’ needs and stresses | Designing  service | Scoop.it
"Identifying stress cases helps us see the spectrum of varied and imperfect ways humans encounter our products, especially taking into consideration moments of stress, anxiety, and urgency."

Via Johan Sundström
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Design Is Mainly About Empathy — Track Changes

Design Is Mainly About Empathy — Track Changes | Designing  service | Scoop.it
It’s really interesting when a professional tries to explain their complex work to a layperson. Here’s a good example — watch theoretical…

Via Michael Allenberg
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Rescooped by Fred Zimny from UXploration
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Mindsets, Tools and Terminology of Experience Design

Mindsets, Tools and Terminology of Experience Design | Designing  service | Scoop.it
There is even “experience design,” which is surely the most imperial, most gaseous, most spectral form of design yet invented. Experience…

Via Mario K. Sakata
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The Evolution of Digital Marketing Strategy In The Enterprise — Medium

The Evolution of Digital Marketing Strategy In The Enterprise — Medium | Designing  service | Scoop.it
Since the early days of Prodigy, AOL, CompuServe, and into the 21st Century, Digital Marketing has evolved at an increasing high velocity…

Via Russ Merz, Ph.D.
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Russ Merz, Ph.D.'s curator insight, August 15, 9:14 AM
Looking for a concise historical timeline of digital marketing evolution? See this article.
SupremeBrandz's curator insight, August 15, 10:47 AM
@SupremeBrandz
Rescooped by Fred Zimny from Business: Economics, Marketing, Strategy
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The New York Times Insights - The Psychology of Sharing

The New York Times Insights - The Psychology of Sharing | Designing  service | Scoop.it

Why do people share? The Psychology of Sharing reveals groundbreaking research conducted by The New York Times Customer Insight Group, that fills this knowledge gap.


Via Pantelis Chiotellis
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Customer journey mapping an assortment of case study's and templates

Customer journey mapping an assortment of case study's and templates. How to start with customer journey mapping.

Via Michael Sabah, Marc-Andre Berclaz
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How Mobile Has Redefined the Consumer Decision Journey for Shoppers

How Mobile Has Redefined the Consumer Decision Journey for Shoppers | Designing  service | Scoop.it
A shopper's smartphone is now their go-to assistant and advisor. Here are the consumer trends shaping retail and why they matter.

Via Russ Merz, Ph.D., Rosetta Carrington Lue
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Russ Merz, Ph.D.'s curator insight, July 25, 1:59 PM
Do you know how mobile capabilities have reshaped the multichannel shopping experiences of consumers? See this new Think With Google article for details.
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Understanding the Customer Technology Stack 2.0 - Prof

Understanding the Customer Technology Stack 2.0 - Prof | Designing  service | Scoop.it
Six broad categories have emerged over the last decade in response to specific needs.

The broadest category in the customer technology stack is Customer Relationship Management (CRM). Customer Communication solutions simplify conversations between vendors and customers, and make it easier to communicate. Customer Satisfaction solutions enable companies to get answers to specific questions. Customer Experience solutions are a more focused variant of the previous category. They take the pulse of customers and objectively capture their experience with a product or service. They are typically embedded within the product and emphasize simplicity and ease of use over detail.Customer Loyalty solutions make it easier for companies to reward their customers for specific actions that they perform. The newest category on the block, Customer Success, has significant new investments and has been featured in Mary Meeker's 2015 Internet Trends Report as one of the disruptive new enterprise technologies to watch. 

Via marketingIO
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marketingIO's curator insight, July 26, 9:52 PM

I buy into this far more than just CX, as these tools come with built-in analytics. I just don't know how to reconcile with the marketing stack.

 

NEW: Experience Remarkable Planning Accuracy With New, FREE Growth Hacking Tool. Go here: http://goo.gl/UjcA8x 

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86% of Marketers Will Own the Customer Experience by 2020 – Here’s What You Need to Know

86% of Marketers Will Own the Customer Experience by 2020 – Here’s What You Need to Know | Designing  service | Scoop.it
86% of marketers say they will own the end-to-end customer experience by 2020, meaning that they will become responsible for the entire customer journey.
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Implementing Digital Architecture | thoughtleadership.liquidhub.com

Implementing Digital Architecture | thoughtleadership.liquidhub.com | Designing  service | Scoop.it

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