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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 design thinking driven operations | Scoop.it


 


Via k3hamilton
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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 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.
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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

 

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

 

 

 

 



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How to Give Half of Your Work Away for Free

How to Give Half of Your Work Away for Free | Designing design thinking driven operations | Scoop.it

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a book that aims to open-source the 50% pro-bono business model invented by Matthew Manos known as the “double-half” methodology. The toolkit is broken into four primary sections that each aim to represent the inner-working of the model, as well as best practices in pro-bono at large, from drastically different perspectives. The origins of this business model reside in verynice, a global design and innovation consultancy that gives over half of its work away for free, but components of the methodology have now been leveraged by hundreds of service-providers across the globe who, together, are re-defining “philanthropy.” #GiveHalf - See more at: http://givehalf.co/#sthash.BSci7NlO.dpuf

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The Customer Experience Management Cheat Sheet

The Customer Experience Management Cheat Sheet | Designing design thinking driven operations | Scoop.it
Experience management requires the right combination of customer feedback insight and actions that result in the positive experiences for customers.
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SogetiLabs webinar #6 "SMACT and the City"

SogetiLabs Fellow Menno van Doorn presents VINT's last report on the Internet of Things: "SMACT and the City - New Technologies in Urban Environments".
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VALUING DESIGN: mapping design impact and value in six public & 3rd sector projects


Via Rosário Durão
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Stanford Webinar - Apply Design Thinking in Your Work

Transform the way you think about innovation and how to go to market with new ideas. Design Thinking is a widely recognized practice you can use to integrate design, technology and business...

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6 Astonishingly Easy Ways to be Happier

6 Astonishingly Easy Ways to be Happier | Designing design thinking driven operations | Scoop.it
The pursuit of happiness is an unalienable right—and one that’ll improve your productivity, too. Here are the 6 best hacks from books on happiness.
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Take It From an Expert: Design Is More Important Than Ever | WIRED

Take It From an Expert: Design Is More Important Than Ever | WIRED | Designing design thinking driven operations | Scoop.it
John Maeda has delivered the data to prove it: Design is more integral to good business than ever before.
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HR analytics “stuck in neutral”, warns Deloitte

HR  analytics “stuck in neutral”, warns Deloitte | Designing design thinking driven operations | Scoop.it
Deloitte HR study reveals dearth of analytics ability, but it’s the shortfall in the soft skills of engagement and leadership which are biting organizations hardest.
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The 6 Personas of CMOs -- Which One Are You?

The 6 Personas of CMOs -- Which One Are You? | Designing design thinking driven operations | Scoop.it
A recent study by Forbes Insights, "The Growth CMO: Personas and Potential," conducted in association with SAP and gyro, sheds light on the role of the CMO by clustering them into six distinct "personas," each one distilling a particular approach...
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John Maeda of Kleiner Perkins Caufield & Byers says shift to mobile has accelerated design's rise in tech - San Francisco Business Times

John Maeda of Kleiner Perkins Caufield & Byers says shift to mobile has accelerated design's rise in tech - San Francisco Business Times | Designing design thinking driven operations | Scoop.it
"[Tech] needs to incorporate good design into mobile products from the early stages of development." —@SVBizLeia http://t.co/lTCYu13vak
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3 Reasons Customer Experience Management Fails | Business2Community

3 Reasons Customer Experience Management Fails | Business2Community | Designing design thinking driven operations | Scoop.it
If you have nothing better to do sometime, pour a nice glass of wine and curl up with Arizona State’s Rage Study. The most recent edition is from 2013 and it tells us that almost $76-billion in rev…

Via BirdEye
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Michelle Batt's curator insight, March 18, 2:08 PM

This rage study is interesting, especially the shared chart. Some of these line items show that it's not just about process and technology. Sometimes, companies just don't do the simple things, like say "I'm sorry for your x trouble" or "Thank you" or… I am in the midst of an experience now with a large insurance company. The process has been horrible, passed around between claims folks, confusing messages, nothing is consistent, and it has made me feel the emotion of "rage" that as I explain what has happened along the way, nobody has even shown empathy and said a simple "I'm sorry." If we take a look at this list and take some kind of action, I bet we could see an impact!   

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The internet of things and big data: Unlocking the power | ZDNet

The internet of things and big data: Unlocking the power | ZDNet | Designing design thinking driven operations | Scoop.it
The IoT will massively increase the amount of data available for analysis by all manner of organisations. However, there are significant barriers to overcome before the potential benefits are fully realised.
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Bringing Design Innovation to the Public Sector

Bringing Design Innovation to the Public Sector | Designing design thinking driven operations | Scoop.it
Public services need to be simpler to use, better at meeting people’s needs and at the same time they need to do this more efficiently than ever before.

It is with this in mind that we run our Greenhouse training programme at PDR in Cardiff. The Greenhouse has been created in order to up-skill designers and policy makers in the delivery and management of service design projects in the public sector.

Designers and civil servants from Northern Ireland came over to PDR in February to take part in this intensive, three-day course to learn how to run design-led innovation projects.

Innovating the public services

Cuts in public services have forced service providers to think differently about how they deliver their services. Design-led service innovation is a creative and user-centred approach to solving the problems that organisations face when trying to develop new services.

There is an obvious need for innovation across the public services. The public sector faces a number of complex challenges such as an ageing population, high unemployment and higher expectations from citizens.

If services operating within the public sector are able to use design processes to engage their users in the innovation process it can often deliver higher quality services at a much lower cost.

Re-designing care services

Over the three days participants received training in service design tools and techniques and also got the chance to work on a live project set by a public authority.

The brief for the live project was set by Rondel House in the Vale of Glamorgan. Rondel House is a day centre that caters for older people, many of which have dementia.

Across Cardiff and the Vale of Glamorgan, the numbers of people with dementia are predicted to increase by 53% over the next 15 years, so designing better services for people with dementia is a pressing issue that has the opportunity to create real positive change for NHS staff, people with dementia and their carers.

The group visited Rondel House and had the chance to think about how they could improve the environment, use of resources, connections to the wider community and activities that were currently being provided.


Public sector organisations can often struggle to come up with ideas as they often focus on what won’t work rather than what could. By using service design tools and processes our group was able to come up with lots of ideas within an extremely short space of time.

These ideas were then pitched to council staff. The reaction from staff to the pitches was really positive and it was great to see such a wide variety of ideas and prototypes put forward.


“The group quickly grasped the challenges to design an inclusive day service fit for the 21st century. They put forward a number of creative ideas to provide an improved and welcoming environment, staff involvement and ownership, and stimulating activities, to engage and motivate both service users, family carers and staff."

ANNE LINTERN
RESOURCE CENTRE MANAGER

By providing participants with a practical introduction to service design it hopefully equipped them with a wide variety of skills and practical tools so that they are able to run design-led innovation projects back in Northern Ireland.

It’s clear from how engaged everyone was with the course that by providing designers and civil servants with the skills, tools and techniques used in service design that we can look to improve the way public services are currently being delivered. We can strive for more effective, responsive public services that most importantly help improve people’s lives.

Find out more about the Greenhouse training workshops we provide at PDR.
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7 Data-Driven Ways to Improve the User Experience

7 Data-Driven Ways to Improve the User Experience | Designing design thinking driven operations | Scoop.it
With four math and computer science degrees from MIT, including a PhD, under his belt, Chief Technology Officer of KAYAK, Giorgos Zacharia is a leading expert at applying the hot topics of data, analytics and machine learning to the real world of...
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Knowledge Workers Need an Industrial Revolution

Knowledge Workers Need an Industrial Revolution | Designing design thinking driven operations | Scoop.it
Tools and processes for taking back the work week.
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kelvinsmim's curator insight, Today, 5:36 AM

nissan maxima alternator

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Accelerating Projects by Encouraging Help | MIT Sloan Management Review

Accelerating Projects by Encouraging Help | MIT Sloan Management Review | Designing design thinking driven operations | Scoop.it
Making it safe to be honest about when projects are getting off track can promote cooperative behavior.
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European Growth by Design

European Growth by Design | Designing design thinking driven operations | Scoop.it
European Growth by Design is a high-level summit focussing on how design can boost innovation and create economic growth across Europe.
The event will be a chance to hear the European Commission’s plans to unleash Europe’s potential and ensure global competitiveness. It’s also an opportunity to learn first-hand from business leaders how to use design to create better products and services, increasing profits and improving customer experience.
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The Infrastructure Needs of the Digital Economy

The Infrastructure Needs of the Digital Economy | Designing design thinking driven operations | Scoop.it
There will be more than 1 billion new Internet users by 2020. Will the digital infrastructure be able to keep up with demand?
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Our response to the 2015 budget

Our response to the 2015 budget | Designing design thinking driven operations | Scoop.it
George Osborne’s final budget before the general election covered much ground, from science and innovation to public services. Design Council specifically welcomes the government’s further investment in UKTI as a move to boost UK export.
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The New World of Work

The New World of Work | Designing design thinking driven operations | Scoop.it
/figcaption> How are improvements in digital technology changing the nature of human work? A team of researchers from the MIT Sloan School of Management and the Masdar Institute in Masdar City, Abu Dhabi, have taken a close look at that question.
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John Maeda says design is winning in Silicon Valley

John Maeda says design is winning in Silicon Valley | Designing design thinking driven operations | Scoop.it
John Maeda says we're in the golden age of design for tech products designed to be used by millions.
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Young People Don't Really Care About the News

Young People Don't Really Care About the News | Designing design thinking driven operations | Scoop.it
Welcome to the age of the accidental news junkie.
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The CMOs Role in Delivering Omnichannel Customer Experiences

The CMOs Role in Delivering Omnichannel Customer Experiences | Designing design thinking driven operations | Scoop.it
Omnichannel is all about shifting from channel-centric to customer-centric – much more customer-centric than you are today.

Via Eric_Determined / Eric Silverstein
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Michelle Batt's curator insight, March 17, 11:40 AM

Totally agree. #CX is NOT a project - it's about transformation. Driving the entire organization to know customers well and collaborating across business units to deliver the experience through desired channels. It won't work if everyone stays in their "own silo." Also love the Hyatt quote at the end!

Darcy Bevelacqua's curator insight, March 17, 12:16 PM

the most important part of the business transformation is educating customer facing employees and enabling them to do a superior job by consolidating the information they need in one place. Your organization needs to know their customer's better than the competition and serve them utilizing that knowledge. 


Guislain d'Hauteville's curator insight, March 18, 10:55 AM

According to a recent report, Gartner’s Executive Summary for Leadership Accountability and Credibility within the C-Suite, a high percentage of CEOs expect CMOs to lead the integrated cross-functional customer experience....

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Kerry Bodine's Blog

Kerry Bodine's Blog | Designing design thinking driven operations | Scoop.it
Back in October, I traveled to Berlin and Cambridge, Mass., to attend the annual conferences of the Service Design Network, an international organization for professionals and academics working in the field of service design.
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