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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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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

 


Via Torsten Fell
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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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CRM Has Failed in the Past. What Should a CRM Really Be Today? - Pipeliner CRM Blog

CRM Has Failed in the Past. What Should a CRM Really Be Today? - Pipeliner CRM Blog | Designing  service | Scoop.it

What should a CRM application truly be in today's business landscape?

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The Website Is the New Customer Service Rep

The Website Is the New Customer Service Rep | Designing  service | Scoop.it
Is your business website doing everything it can to make the sale? Here's how to turn your website into an automated customer service rep.

Via Marylene Delbourg-Delphis
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Top 6 Predictions for Service Design in 2016 | Practical Service Design

Top 6 Predictions for Service Design in 2016 | Practical Service Design | Designing  service | Scoop.it
I've got 6 big predictions for service design in 2016. Some big, some small, and some a little provocative. Come see what I think is in store for the coming
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Design tools for design thinking - ..STBY...

Design tools for design thinking - ..STBY... | Designing  service | Scoop.it
Design tools for design thinking
STBY has been involved in the creation of toolkits for several clients, in sectors from education to international development to design. Recently we have finished a toolkit on innovation in emerging markets, and we are facilitating the development of an exciting design thinking toolkit for the care sector. Why are toolkits so popular? 
Clients consider tools and toolkits effective ways to capture the knowledge and skills of experts in a format that can easily be shared. Toolkits promise to make a complex process accessible to novice practicioners. However, a design thinking toolkit does not automatically make everyone a design thinker. 
With just a hammer and a saw you can’t build a house straight away, you need to learn how to use each device individually, and you can only get started if you have wood and nails. It really helps if a ‘master’ explains you the tips and tricks, so you don’t have to rely on reading the manual. If you use your tool over and over again you will be able to create stable and good looking objects. And finally, some day you’ll be able to build upon your ‘master’s’ advice and develop your own way of working. 
The risk of ’tool-ification’ is to reduce design thinking practice to a rote procedure, and in that way it can lose depth and creativity. Reflecting on our projects, toolkits are never designed in isolation. We develop artefacts, but we also design the way they will be used in practice. Sometimes tools form part of a course or training, in other cases they are used by experts to guide colleagues. It’s important to apply almost a service design approach to making toolkits, to keep in mind how they will function and be used in the broader ecosystem of an organisation, group, or class.
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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 ...

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How To Create An Effective Unique Value Proposition 

How To Create An Effective Unique Value Proposition  | Designing  service | Scoop.it

A step-by-step process for attracting, converting and monetising the most profitable customers in your market. Let’s start with a simple premise: all customers are not created equal.  Some are dramatically more profitable than others.


Via Daniel Watson, Pantelis Chiotellis
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Jean-Guy Frenette's curator insight, January 29, 8:59 AM

PDGPlan

Chuck Taylor's curator insight, February 7, 11:27 AM

Great Article

Alexandru Otelea's curator insight, Today, 4:58 AM

I found it very useful.

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Martin Gill: Introducing Forrester’s Digital Maturity Model 4.0

Martin Gill: Introducing Forrester’s Digital Maturity Model 4.0 | Designing  service | Scoop.it
For the past eight years, business leaders have used Forrester's eBusiness and digital marketing assessments to mature their firms toward excellence. In 2013, we introduced a comprehensive digital maturity model that consolidated our interactive marketing and eBusiness maturity models.Two years applying the model with clients have helped hone and focus it even further. Our latest report, the Digital Maturity Model 4.0 updates our 2014 digital maturity model into a single set of scoring criteria that today's cross-functional digital leaders can use to benchmark how well they use digital to drive competitive strategy, enable superior customer experiences, and create operational agility.

What’s new?

Digital maturity demands cross-functional collaboration. Digitally mature firms do so much more than deliver great technology. They understand that digital execution demands the right culture, organization, technology and insights. That’s why we define digital maturity across those four key dimensions. Our assessment outlines key best practices for how firms drive a digital culture, how they organize and resource digital teams, how they invest in technology and how they steer their strategy and execution with customer-driven insight.
Digitally mature firms operate differently. For the first time this year we’ve embedded the digital maturity questions into our Business Technographics surveys. This means we gather deep insights into how digital teams build strategies, budget, select software, collaborate with other teams, organize and go to market, and we can now cut all that data by maturity segment. We’ll be publishing more on this over the next few months to highlight what sets the digital differentiators apart from the sceptics and adopters
Retailers now lead the way. We segment firms into four levels of increasing maturity, from “Sceptics” who are just starting out on their digital journey, to “Differentiators” who are learning to leverage digital to drive personalized and contextually relevant customer experiences for their clients and customers. Retailers have surfaced as some of the most mature digital firms in 2016.
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Why BPM is the essential link between the IoT and CRM in the digital age | Information Age

Why BPM is the essential link between the IoT and CRM in the digital age | Information Age | Designing  service | Scoop.it

The service-led IoT economy needs orchestration, collaboration, and continuous optimisation for efficiency - this is where the role of BPM comes in

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The Digital Transformation is a Design Transformation — Year of the Atom — Medium

The Digital Transformation is a Design Transformation - Year of the Atom - Medium
When I look around at the billion dollar companies in 2015, I am impressed by just how many of them have hit their strid…

Via Jean-Luc Le Moal
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