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Edge online - Management - Performance - The smile factor: Positivity and productivity

Edge online - Management - Performance - The smile factor: Positivity and productivity | Designing design thinking driven operations | Scoop.it
New ILM research shows that being happy and positive has a direct impact on productivity.

Via Roger Francis, David Hain
Fred Zimny's insight:

Smile and even better laughter!

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David Hain's curator insight, March 1, 2013 11:33 AM

Not surprised but grateful for the evidence base to accompany my instinctive beliefs.

ThinDifference's curator insight, March 2, 2013 9:32 AM

Happiness matters!

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.
Curated by Fred Zimny
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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

 

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

  

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

 

 

 

 



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Employee Engagement: Strengthening Employee Relationships In The Digital Era | Altimeter Group

Employee Engagement: Strengthening Employee Relationships In The Digital Era | Altimeter Group | Designing design thinking driven operations | Scoop.it
Employees are disengaged at work, and organizations have been exploring how social and digital technologies can address this
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How books can open your mind

How books can open your mind | Designing design thinking driven operations | Scoop.it
What happens when a dream you've held since childhood … doesn't come true? As Lisa Bu adjusted to a new life in the United States, she turned to books to expand her mind and create a new path for herself.
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Five tech disruptions set to shape advertising in 2015 - Marketing magazine Australia (blog)

Five tech disruptions set to shape advertising in 2015 - Marketing magazine Australia (blog) | Designing design thinking driven operations | Scoop.it
Mitch Waters, ANZ director of Adap.tv, tells us what we should expect from disruptive advertising technology in the coming year.
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6 Principles of Service Design to Help You Reach Your Customers

6 Principles of Service Design to Help You Reach Your Customers | Designing design thinking driven operations | Scoop.it
One of the most commonly repeated messages in today's online marketing is that it's all about the users. In that respect, we have quite a bit to learn from the service industry, and this post offers six principles as your introduction to that lesson.
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Florence Rigneau's curator insight, December 11, 3:53 AM

Service design?  6 principes pour designer des services qui apportent une réelle valeur ajoutée à vos clients.

Marianne Falck's curator insight, December 12, 4:00 AM

How to include users and use data-driven design when you are making service design? A few simple principles.

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Why investing in customer experience is so important

Why investing in customer experience is so important | Designing design thinking driven operations | Scoop.it
Coming up with the best or cheapest product is no longer good enough for global success. Apple, among other companies, has shown that products offering the best user experience are the ones that succeed today. This is an area where real investment is necessary.

Via Karlo Jara
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Does A Designer's Opinion Mean More Than The User's?

Does A Designer's Opinion Mean More Than The User's? | Designing design thinking driven operations | Scoop.it
We explore, when it comes to UX, whether a designer's opinion really does means more than the user's.

Via Mario K. Sakata
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Carol Dweck: The power of believing that you can improve - YouTube

Carol Dweck researches “growth mindset” — the idea that we can grow our brain's capacity to learn and to solve problems. In this talk, she describes two ways...
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CX Journey™: The Secret to Customer Retention

CX Journey™: The Secret to Customer Retention | Designing design thinking driven operations | Scoop.it
In today's post I explore: What happens when companies spend huge sums of (marketing) dollars on customer acquisition when they can't even keep the customers they have because their products, services, and experience stink?

Via Eric_Determined / Eric Silverstein, Alama, Rosetta Carrington Lue
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Eric_Determined / Eric Silverstein's curator insight, December 17, 2:13 PM

"Customer retention is paramount to acquisition!"


Do you agree?


What are you doing to build and nurture your current customer relationships? 


Annette shares valuable facts:


1) A 5% reduction in the customer defection rate can increase profits by 25-95%. -Bain & Co/HBR


2) A 2% increase in customer retention has the same effect as decreasing costs by 10%. -Emmet and Mark Murphy


3) The probability of selling to an existing customer is 60-70%. The probability of selling to a new prospect is 5-20%. -Marketing Metric


4) Customer profitability tends to increase over the life of a retained customer. -Emmet and Mark Murphy


5) 55% of current marketing budget is spent is on new customer acquisition and only 12% on customer retention. -McKinsey


6) It is 6 to 7 times more expensive to acquire new customers than it is to keep a current one. -White House Office of Consumer Affairs


7) A 10% increase in customer retention levels result in a 30% increase in the value of the company. -Bain & Co


8) Most important marketing objectives? 29.9% think it should be customer acquisition, and 26.6% think it is customer retention; however, 62.2% admit that they concentrate on customer acquisition, with only 20.6% focusing on customer retention. –Emarketer


9) 80% of your future profits will come from just 20% of your existing customers. -Gartner


10) A 10% increase in customer retention yields a 30% increase in the value of the company. -Bain & Co


11) Repeat customers spend 33% more compared to new customers. -Laura Lake

John E Walsh's curator insight, December 18, 3:29 PM

Great piece with some some fantastic stats.

Rescooped by Fred Zimny from Data driven marketing and customer experiences
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Predictions 2015: Data-Driven Marketing And Sales | Lattice Engines

Predictions 2015: Data-Driven Marketing And Sales | Lattice Engines | Designing design thinking driven operations | Scoop.it
This ebook compiles 30 predictions on data-driven marketing and sales for 2015.

Via Jean-Michel Franco
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Rescooped by Fred Zimny from Pulse of the Collaborative Economy
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How the sharing economy will develop in 2015

How the sharing economy will develop in 2015 | Designing design thinking driven operations | Scoop.it
The sharing economy has grown exponentially in the past few years to the point where it has impacted nearly all industries.

Via jean lievens, LIsa Gansky
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Rescooped by Fred Zimny from New Customer - Passenger Experience
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Digital marketing trends – What to look out for in 2015! | Solocal Group

Digital marketing trends – What to look out for in 2015! | Solocal Group | Designing design thinking driven operations | Scoop.it
2014 has undoubtedly been an exciting year for multichannel marketing! As more and more brands start to recognise how important...

Via Eric_Determined / Eric Silverstein
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Denise Barbezani's curator insight, December 19, 6:35 AM

Check out the different trends shared by Bruno Berthezene. It is a #multichannel journey and automation plays and important part on the road to success.

 

kamola's curator insight, December 20, 7:03 PM

http://tasawk.com

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Where Do customers Come From? #slideshare

Where do customers come from? Where do views come from?

Via Brian Yanish - MarketingHits.com
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THE FUTURE OF MOBILE: 2014 [SLIDE DECK]

THE FUTURE OF MOBILE: 2014 [SLIDE DECK] | Designing design thinking driven operations | Scoop.it
The mobile industry is shifting. Mobile revenue is moving into software and services.
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Titans of Sales: Ted Coine and The Human Touch - Pipeliner CRM Blog

Titans of Sales: Ted Coine and The Human Touch - Pipeliner CRM Blog | Designing design thinking driven operations | Scoop.it
Ted Coine recounts the path that took him from September 11 to a top author on customer centricity and social business.
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How to Create an Emotional Connection With Design | Design Shack

How to Create an Emotional Connection With Design | Design Shack | Designing design thinking driven operations | Scoop.it
Reading an article entitled How to Create an Emotional Connection With Design on Design Shack.

Via Rosário Durão
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Intuit’s CEO on Building a Design-Driven Company - HBR

Intuit’s CEO on Building a Design-Driven Company - HBR | Designing design thinking driven operations | Scoop.it
Timothy Archibald When Scott Cook cofounded Intuit, in 1983, many other companies were already offering software to help people track their finances.
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How to Prevent the End of Economic Growth

How to Prevent the End of Economic Growth | Designing design thinking driven operations | Scoop.it
How the digital economy could lead to secular stagnation
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How to get the most from big data | McKinsey & Company

How to get the most from big data | McKinsey & Company | Designing design thinking driven operations | Scoop.it
Organizations need specialists, or “translators,” who can analyze, distill, and clearly communicate information of the greatest potential value. A McKinsey & Company article.
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15 Trends for 2015

15 trends ready to change the world in 2015 ... extracted from the new book "Gamechangers" ... including examples of the 100 disruptive innovators ... Explore …
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No middleman is safe in the digital economy

No middleman is safe in the digital economy | Designing design thinking driven operations | Scoop.it
Internet transactions require independent verification, and consumers need help deciphering the financial options available to them.
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The Best New Books On The Creative Economy

The Best New Books On The Creative Economy | Designing design thinking driven operations | Scoop.it
The Best New Books On The Creative Economy: The seven key questions to be asked of the exciting new books documenting the principles and practices of the emerging Creative Economy
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7 Predictions for 2015: How Design Will Impact Your Life

Today’s landscape of design and technology is impressive, to say the least. 2015 will be a hallmark year as more companies adopt the cloud allowing creatives a…
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David Hain's curator insight, December 20, 6:18 AM

Get ready for immersive storytelling!

donhornsby's curator insight, December 20, 6:32 AM

A great conversation starter about changes for next year. Are you ready for immersive storytelling? 

Comunicologos.com's curator insight, December 20, 10:27 AM

Diseño y Comunicación

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Accenture’s digital foresight continues to pay dividends

Accenture’s digital foresight continues to pay dividends | Designing design thinking driven operations | Scoop.it
Accenture continues to benefit from getting skin in the digital game earlier than some of its rivals.
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Market and competitive intelligence trends (2012 infographic)

Market and competitive intelligence trends (2012 infographic) | Designing design thinking driven operations | Scoop.it

Via Bonnie Hohhof, Karlo Jara
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