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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  services | 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  services
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 services

Designing services | Designing  services | Scoop.it

 

 

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

 

Mail me: fjg.zimny@serve4impact.com

  

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

 

 

 

 



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Sneaky's comment, June 25, 10:42 AM
super article
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State of the Customer Experience Industry

State of the Customer Experience Industry | Designing  services | Scoop.it
A look at the state of the customer experience landscape from the perspective of CX industry vendors, analysts, and professionals.
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CSL's curator insight, September 2, 6:37 PM

Interesting article on the current landscape of the customer experience industry.

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5 Questions to Help Improve Customer Experiences

Learn more about your customers than ever before and provide them with a better customer experience. Start by asking these 5 questions.
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Is Your Brand Making Promises Your Experience Can’t Deliver? - Brand Quarterly

Is Your Brand Making Promises Your Experience Can’t Deliver? - Brand Quarterly | Designing  services | Scoop.it
A brand makes a promise to its customers, your customer experience keeps that promise – but the issue is many times it doesn’t, as the branding team and the operations team are in different silo’s.  Brand managers know that making ...
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Another Internet of Things (IoT) Market Ecosystem Map

Another Internet of Things (IoT) Market Ecosystem Map | Designing  services | Scoop.it
I wanted to gain a better understanding of the Internet of Things market and how all of the different players fit togeth…

Via Mario K. Sakata, Michael Allenberg
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Big Data Analytics, Mobile Technologies And Robotics Defining The Future Of Digital Factories

Big Data Analytics, Mobile Technologies And Robotics Defining The Future Of Digital Factories | Designing  services | Scoop.it
47% of manufacturers expect big data analytics to have a major impact on company performance making it core to the future of digital factories.
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Amazon Kindle: A Highlight and Note by christian from Big Data, Analytics, and the Future of Marketing & Sales

Amazon Kindle: A Highlight and Note by christian from Big Data, Analytics, and the Future of Marketing & Sales | Designing  services | Scoop.it
"Customer Lifecycle Management (CLM), allows retailers to target their marketing efforts to get much greater ... http://t.co/t0EwcuvJ89
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Digital Economy Is Not Just Customer-Centric; It’s Customer-Driven

Digital Economy Is Not Just Customer-Centric; It’s Customer-Driven | Designing  services | Scoop.it
Giuseppe “Joe” Carella is Adjunct Lecturer and Managing Director at the University of Arizona, where he focuses on executive education. His work of late has centered on how executives can lead th…
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Samuel Kotak's comment, August 31, 9:15 AM
The best way to handle it though is by hiring a consultant
http://pinc.co.in/services/insurance-advisory.aspx
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Microinteractions: Q&A with Dan Saffer

Microinteractions: Q&A with Dan Saffer | Designing  services | Scoop.it
Microinteractions may be small, but they can have a dramatic effect on the adoption and perception of a product, service or brand.
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This Explains Everything » Lesson 6: Designing Habit-Forming Products

This Explains Everything » Lesson 6: Designing Habit-Forming Products | Designing  services | Scoop.it
Great resource: "FREE lessons on User Behavior, hand picked" http://t.co/rDv6Nazz0X (http://t.co/xWdpIMm0wy)
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Building a future-ready customer experience ecosystem is now easy with HCL | HCL Technologies

Building a future-ready customer experience ecosystem is now easy with HCL | HCL Technologies | Designing  services | Scoop.it
How can companies successfully set up a digital channel delivery model? While many experts will advocate firms to enhance their delivery methods, few tell you how to actually do it.
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Why your company's CMO might be its next CEO

Why your company's CMO might be its next CEO | Designing  services | Scoop.it
Data-savvy CMOs are taking the reins at more organizations
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The CMO's Urgent Quest to Improve the Customer Experience

The CMO's Urgent Quest to Improve the Customer Experience | Designing  services | Scoop.it
As CMOs try to satisfy the digitally demanding consumer and enhance the customer experience, a digital marketing record will show them the path forward.
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Hard Facts About the Soft Side of Customer Experience: Emotion | MyCustomer

Hard Facts About the Soft Side of Customer Experience: Emotion | MyCustomer | Designing  services | Scoop.it
Understanding what your customers feel and why they do gives you an advantage that will be very difficult for competitors to copy.
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Gartner Survey Shows Digital Business Leaders Are Pulling Ahead of the Pack

Gartner Survey Shows Digital Business Leaders Are Pulling Ahead of the Pack | Designing  services | Scoop.it
A widening gap is forming between organizations already undertaking digital business initiatives versus those only in the planning stage, according to a recent study by Gartner, Inc.
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Overcoming obstacles to digital customer care | McKinsey & Company

Overcoming obstacles to digital customer care | McKinsey & Company | Designing  services | Scoop.it
Providing superior digital customer care, or e-care, can lower costs and increase customer satisfaction. Yet it’s easier said than done. A McKinsey & Company article.
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Stefano Manca's curator insight, September 1, 8:32 AM

The secret for a true digital customer care is to make a better use of technology that is already here:

Analytics

Automation

Artificial intelligence 

 

Xerox Services has a solution for Breaking the Cusomer Care model 

see at URL

https://www.xerox.com/en-us/services/customer-care/insights/models

CSL's curator insight, September 1, 8:01 PM

Although e-care can lower costs and increase customer satisfaction, there are still many obstacles for companies to adopt this version of customer care. This article is a great description of the benefits, as well as the obstacles, for companies adopting e-care. 

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Continuum – 5 Traits of Seinfeld’s “Hipster Service” and What it Says about Service Design

Continuum – 5 Traits of Seinfeld’s “Hipster Service” and What it Says about Service Design | Designing  services | Scoop.it
.@thinkers50 No choice but to bring out the #hipsterservice content: http://t.co/LxUgsD0NaS
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The Company Cultures That Help (or Hinder) Digital Transformation

The Company Cultures That Help (or Hinder) Digital Transformation | Designing  services | Scoop.it
The five toughest obstacles.
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How Social Media Impacts Customer Experience (and Vice Versa!)

How Social Media Impacts Customer Experience (and Vice Versa!) | Designing  services | Scoop.it
Dan Gingiss, who presented this talk on social customer service at The Social Shake-Up this year, currently co-hosts a podcast with Dan Moriarty on Social Media Today called “Focus on Customer Service...
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Stefano Manca's curator insight, August 31, 4:45 AM

By 2020 analysts say there will be only one differentiator

Forget about product, forget about price...

It's alla bout Customer Experience

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3 Technology Trends That Are Transforming The C...

3 Technology Trends That Are Transforming The C... | Designing  services | Scoop.it
To stay ahead of the competition, it’s important for marketing leaders to have an eye on trends that have the potential to accelerate—or disrupt—your business. At Opticon 2015, Mary Hamilton, Ma...
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Feyzi Erdem's comment, August 30, 3:41 PM
Sahne perdesi, tiyatro perdesi, balon perdesi, kulis perdesi, fon perdesi, friz perdesi, valans perdesi, sahne perdeleri, sinema perdesi, sahne perde çeşitleri mevcuttur.
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Roberto Nocera's curator insight, September 1, 9:04 AM

3 Technology Trends That Are Transforming The Customer Experience #cxm #trends

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The Return Of Social Media Engagement

The Return Of Social Media Engagement | Designing  services | Scoop.it
Social media engagement as we know it now is NOT more likes on Facebook. It's about that human conversation and enhanced brand loyalty with connectivity.
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mamun's curator insight, August 30, 11:55 AM
Victor Frankenstein is an American horror/ science fiction for Universal films 2015. This film based on contemporary adaptationsof Mary Shelley's 1818 novel Frankenstein. It is directed by Paul McGuigan and written by Max Landis. There are many Starring in this film. Daniel Radcliffe, James McAvoy, Jessica Brown and many others actors. James McAvoy as the title character and Daniel Radcliffe as Igor, the film is expected to be released by 20th Century Fox on 25 November 2015.
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Designercise: A Creative Thinking Game and Ideation Toolkit

Designercise: A Creative Thinking Game and Ideation Toolkit | Designing  services | Scoop.it
Brain-activating tools & games for professional play. Flex your brain and boost creativity with these fun, fast & energizing exercises!
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How organizations are winning trust through employee advocacy

How organizations are winning trust through employee advocacy | Designing  services | Scoop.it
Consumer trust is eroding. One of the best ways to win that trust back is through employee advocacy programs, but there are pitfalls. New diginomica contributor Barb Mosher Zinck assesses the latest research.
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Productivity Is Soaring at Top Firms and Sluggish Everywhere Else

Productivity Is Soaring at Top Firms and Sluggish Everywhere Else | Designing  services | Scoop.it
The gap between the most and least innovative companies is growing.
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wimi-teamwork.com's curator insight, August 30, 7:27 PM

What's the reason for this massive disparity?

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Improve Your Customer Experiences by Learning from Past Mistakes | SDL

Improve Your Customer Experiences by Learning from Past Mistakes | SDL | Designing  services | Scoop.it
Learn from your customer experience failures to deliver speedy resolutions that retain customers & strengthen your brand. Free eBook series, research & infographic.
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3 Technology Trends That Are Transforming The Customer Experience

3 Technology Trends That Are Transforming The Customer Experience | Designing  services | Scoop.it
To stay ahead of the competition, it’s important for marketing leaders to have an eye on trends that have the potential to accelerate—or disrupt—your business.

At Opticon 2015, Mary Hamilton, Ma...
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sharon lewis's curator insight, September 1, 9:29 PM

"According to Gartner, 89% of executives believe that customer experience will be their primary mode of competition by the end of 2016" This means finessing the balance between a sequence of personalized experiences while avoiding the data creep factor.