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Exploring the Fifth and Sixth P of Marketing - Brian Solis

Exploring the Fifth and Sixth P of Marketing - Brian Solis | Designing  service | Scoop.it


 


Via k3hamilton
Fred Zimny's insight:

Read the excellent post to gain true insight!

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Anthony Burke's curator insight, January 31, 2013 3:46 AM

When Brian Solis speaks on a topic, it is usually worth listening to/reading. Has always proved to be a knowledgeable source of future thinking

Tom Hood's curator insight, February 9, 2013 12:35 PM

I am a big fan of Brian Sollis and his book, End of Business. The addition of peopkle and purpose to the "old 4 P's" is spot on in my opinion.

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
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The Internet of Things: Why Success Lies in Services - Knowledge@Wharton

The Internet of Things: Why Success Lies in Services - Knowledge@Wharton | Designing  service | Scoop.it

Businesses are adopting new business models as a result of Internet of Things-enabled devices in cyber-physical systems.

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Today’s Automation Anxiety Was Alive and Well in 1960

Today’s Automation Anxiety Was Alive and Well in 1960 | Designing  service | Scoop.it
Electronic data processing, or EDP, rose to prominence in 1950s American business as a way to automate simple and regular tasks that involved large amounts of data. It was fast (comparatively), accurate, and transformative. And, like any new technology making its entrance into office life, it was met with profoundly mixed feelings.

Ida Russakoff Hoos, a renowned sociologist and a critic of systems analysis, noted in her 1960 HBR article (aptly titled “When the Computer Takes Over the Office”) that EDP’s sudden presence in the workplace provoked polar reactions that were “often wishful and sometimes biased.” On one hand, “the machine is seen as the master of men unless firm government control or a workers’ revolt intervenes” (it was the ’50s, after all); on the other, those who believed “that the innovations are simply a phase of technological progress which begin with the invention of the wheel.”

Marxism aside, I don’t need to call your attention to the parallels we’re experiencing today. Robots have already started taking over our jobs — unless you’re a programmer, in which case you can work for a $1,000 an hour on a boat. Everything is going to be ok, unless everything is going to be terrible.

But behind the fear, excitement, and macroeconomics of it all are the people and places that are deeply affected by new and different technology, day in and day out. That is where Hoos focused her research and her observations are remarkably prescient.
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Columbia Business School: The Digital Transformation Playbook

Columbia Business School: The Digital Transformation Playbook | Designing  service | Scoop.it
Rethink your business for the digital age.
Every business begun before the Internet now faces the same challenge: How to transform to compete in a digital economy?
Globally recognized digital expert David L. Rogers argues that digital transformation is not about updating your technology but about upgrading your strategic thinking. Based on Rogers's decade of research and teaching at Columbia Business School, and his consulting for businesses around the world, The Digital Transformation Playbook shows how pre-digital-era companies can reinvigorate their game plans and capture the new opportunities of the digital world.
Rogers shows why traditional businesses need to rethink their underlying assumptions in five domains of strategy—customers, competition, data, innovation, and value. He reveals how to harness customer networks, platforms, big data, rapid experimentation, and disruptive business models—and how to integrate these into your existing business and organization.
Rogers illustrates every strategy in this playbook with real-world case studies, from Google to GE, from Airbnb to the New York Times. With practical frameworks and nine step-by-step planning tools, he distills the lessons of today's greatest digital innovators and makes them usable for businesses at any stage.
Many books offer advice for digital start-ups, but The Digital Transformation Playbook is the first complete treatment of how legacy businesses can transform to thrive in the digital age. It is an indispensable guide for executives looking to take their firms to the next stage of profitable growth.
ABOUT THE AUTHOR
David L. Rogers is faculty director of Columbia Business School's executive education programs in Digital Business Strategy and Digital Marketing and founder of the BRITE (brands, innovation, and technology) conference. He advises global companies such as Google, GE, Toyota, Visa, China Eastern Airlines, Kohler, and Macmillan on digital strategy and has led strategic workshops for executives in hundreds of companies from 64 countries. His most recent book is The Network Is Your Customer (2011).
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No job is safe from automation and robotization

No job is safe from automation and robotization | Designing  service | Scoop.it
See how susceptible your industry is torobotic takeover.

Via Farid Mheir, Marc Wachtfogel, PhD
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Jean-Simon Venne's curator insight, February 2, 9:39 PM

Thanks Farid for this interesting analysis, to be followed.

Russell R. Roberts, Jr.'s curator insight, February 5, 1:51 AM

Thanks to reporter Farid Mheir for this warning.  In the months ahead, many formerly "secure" jobs will be staffed with robots, artificial intelligence, and sophisticated data processing equipment. Those of us who have been "downsized" (I'm one) from the communications, entertainment, and broadcast engineering career fields understand how devastating this trend will be.  It's the old argument:  people are too expensive and unreliable.  Machines don't get sick, take vacations, or complain.  Everything is bottom line these days.  No job or position is immune.  Those who still have jobs will be servicing and programming the machines that replaced people.  Be careful what you wish for--you may get it.  Aloha, Russ.

Johan Sundström's curator insight, February 8, 2:22 PM

Media 24%...

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100-day plan for Building a Questing Culture - Tomorrow Trends

100-day plan for Building a Questing Culture - Tomorrow Trends | Designing  service | Scoop.it

Questers look at the world differently. They examine markets and rather than think how can I create a better product, app or service; they look at complete systems, and identify what is broken. This is a subtle but important difference.

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Hacking Marketing: Rethinking Marketing Management in a Software World

Hacking Marketing: Rethinking Marketing Management in a Software World | Designing  service | Scoop.it

What can marketers learn from software developers to harness — rather than struggle against — the dynamics of a digital world?

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Tools needed to capture new digitization opportunities.

Tools needed to capture new digitization opportunities. | Designing  service | Scoop.it

Digitization trends are reshaping the industrial world. The risk of disruption brings with it significant opportunities. BCG’s Digitization Strategy Framework provides companies with the tools needed to capture new digitization opportunities. The framework consists of a diagnosis phase that helps industrial organizations set the basis for strategy development through understanding global trends, customer needs, and competitors' activities, and to evaluate current capabilities and gaps. Organizations can then employ a set of building blocks to develop a successful digitization strategy:

 

Via Farid Mheir, ValerieMalaval
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Farid Mheir's curator insight, January 30, 1:48 AM

Looks much like the Capgemini framework http://sco.lt/9Gn3A1 but always good to have different models to choose from.


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Internet Of Things (IoT) Predictions From Forrester, Machina Research, WEF, Gartner, IDC - Forbes

Internet Of Things (IoT) Predictions From Forrester, Machina Research, WEF, Gartner, IDC - Forbes | Designing  service | Scoop.it

 

Research firms predict the future of the Internet of Things

 


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Design thinking Methods

A summarized presentation from the book: Design Thinking; BUSINESS INNOVATION

Via Michael Sabah, Marc-Andre Berclaz
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Smart Cities - Digital Agenda for Europe - European Commission

Smart Cities - Digital Agenda for Europe - European Commission | Designing  service | Scoop.it

A smart city is a place where the traditional networks and services are made more efficient with the use of digital and telecommunication technologies, for the benefit of its inhabitants and businesses.

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Are You Brainstorming the Right Way for Innovation? - Knowledge@Wharton

Are You Brainstorming the Right Way for Innovation? - Knowledge@Wharton | Designing  service | Scoop.it

The right way to brainstorm is to combine diversity with expertise to truly innovate, according to the Mack Institute's Sarah Kaplan.

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Organizing for the future | McKinsey & Company

Organizing for the future | McKinsey & Company | Designing  service | Scoop.it
The best way to organize corporations—it’s a perennial debate. But the discussion is becoming more urgent as digital technology begins to penetrate the labor force.

Although consumers have largely gone digital, the digitization of jobs, and of the tasks and activities within them, is still in the early stages, according to a recent study by McKinsey Global Institute (MGI). Even companies and industries at the forefront of digital spending and usage have yet to digitize the workforce fully

Via David Hain
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David Hain's curator insight, Today, 7:40 AM

Building the HUMAN digital enterprise - McKinsey.

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The Modern-Day CMO: 7 Trends That Will Drive Digital Marketing Success

The Modern-Day CMO: 7 Trends That Will Drive Digital Marketing Success | Designing  service | Scoop.it

Columnist Jim Yu takes a look at the shifting digital landscape and discusses the key trends that marketers will need to embrace if they want to stay ahead.

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Slack, Yammer & Facebook: Who’ll win the collaboration battle?

Slack, Yammer & Facebook: Who’ll win the collaboration battle? | Designing  service | Scoop.it

No digital job advert is complete without mention of collaborative working; a skills shortage means businesses are finally fixing their broken windows.

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How to Read a Book a Week

How to Read a Book a Week | Designing  service | Scoop.it
t was the late 1980s and I was sitting in a university lecture hall listening to Abbie Hoffman, an author and an activist, ranting about my generation’s indifference. Next to me was Gloria Emerson, a brilliant and eccentric journalist and author. We were discussing Hoffman’s talk when I told her how much I loved being in the thick of all these ideas.

“It’s such a unique opportunity to be here,” I said to her, “to be part of these conversations with smart, thoughtful people.”

“Oh, don’t be silly,” she responded. “Anybody can be part of these conversations. Just read some books!”

Ironically, as a history major, I was reading three to four books a week. And Gloria was right: through these books, I had a seat at the table. I was part of a cutting-edge conversation that was going on between great minds.

Flash forward too many years, and I am now back in that conversation. Since I started my podcast, I read as many nonfiction books as I can — at least one a week. It’s a requirement, first, to decide if I want to speak with an author and share their ideas, and, second, to make the conversation valuable if I do decide to have them on as a guest. (This may seem obvious, but you might be surprised at how many times I have been interviewed by people who have not read any of my books.)

I am richer for all this reading. I know more and take more risks as I apply what I’m learning. I also feel more confident in my own views and actions, as well as empathize and understand others better, since I have more context
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Why the Best Technology Isn’t Always the Winner - Knowledge@Wharton

Why the Best Technology Isn’t Always the Winner - Knowledge@Wharton | Designing  service | Scoop.it
Sometimes when new and improved technologies hit the market, they displace the old ones at breakneck speed. But when they don’t, the reasons may have little to do with which one is really “better.”
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Critiquing the Gartner BI and analytics MQ - diginomica

Critiquing the Gartner BI and analytics MQ - diginomica | Designing  service | Scoop.it

Gartner is once again in the middle of a fierce discussion around BI.

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The end of service encounters and customer relationships

The end of service encounters and customer relationships | Designing  service | Scoop.it

I'm currently reading Service Design for Business: A Practical Guide to Optimizing the Customer Experience by Ben Reason, Lavrans Løvlie and Melvin Brand Flu of Livework.

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Why The API Economy Is Exploding - Scott Saldinger

Why The API Economy Is Exploding - Scott Saldinger | Designing  service | Scoop.it

APIs (known as application program interfaces) have been around for decades. The technology essentially allows software to move data across systems. Kind of prosaic, right?Perhaps so.

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Digital CRM Solutions: For Your Tech to Be Digital-Centric, Your CRM Should Be Human-Centric

Digital CRM Solutions: For Your Tech to Be Digital-Centric, Your CRM Should Be Human-Centric | Designing  service | Scoop.it

For Your Tech to Be Digital-Centric, Your CRM Should Be Human-Centric

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Touchpoint: Selling service design

Touchpoint: Selling service design | Designing  service | Scoop.it
Despite the growth of service design as a discipline, it still faces a difficult challenge: How does one sell service design? It’s a so-called wicked problem, made of intertwining questions that often have no clear answers. Who are the right people to speak to on the client side? How can potential ROI be measured and justifiably presented as part of the sales process? What can trigger an interest in service design when it is unfamiliar to the prospect? What does a project proposal consist of? And can service design projects be ‘pitched’ in the same way as other design projects? These challenges and more are at the heart of this issue of Touchpoint.
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Got These On Your 2016-2019 Service Roadmap?

Got These On Your 2016-2019 Service Roadmap? | Designing  service | Scoop.it

Right now I can see three genuinely transformational technologies on offer for forward-thinking contact centres.

  1. The first is Interaction Analytics, which provides credible evidence of what goes on day in, day out. Its range of application is impressive – 100% compliance management, advisor dashboards for self development, a key input to Voice of the Customer initiatives and customer journey mapping. And finally it’s a forensic bloodhound able to sniff out demand failure
  2. The second is Visual IVR. Smartphone-addicted customers increasingly use their ‘third hand’ for all engagement touch points, including customer service. Visual IVR becomes the GUI of choice: delivering omni-channel fluency together with an infinitely more intuitive way of engaging with service options, relative to its audio equivalent. More importantly, it heals the false divide between so-called digital and voice services with click-to-anything functionality.
  3. The third is Intelligent Assistance – a hybrid experience for customers that sits between live assistance and self service. Service access becomes instant, which conforms to expectation. It is also smart enough to feel easy to use. It’s the way we will navigate our digital day-in-the-life-of. Finding stuff, buying stuff, fixing stuff. Personal assistants continually engaging with enterprise assistants will become the new version of letting ‘my people talk with your people’

Blend all that together and we can glimpse how contact centres will be reinventing themselves over the next few years.

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The 10 skills you need to thrive in the Fourth Industrial Revolution

The 10 skills you need to thrive in the Fourth Industrial Revolution | Designing  service | Scoop.it

These are the top 10 skills you will need in the workplace in 2020.

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Carlos Silva's curator insight, February 6, 12:01 PM

añada su visión ...