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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 services | 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 services
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 services

Designing services | Designing services | 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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Merging Service Design with User Experience Des...

Merging Service Design with User Experience Des... | Designing services | Scoop.it
A new design process is required to meet human needs in a world of exponential technological growth and a constant increase in customer expectations...
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Examples of customer journey mapping - Smart Insights Digital Marketing Advice

Examples of customer journey mapping - Smart Insights Digital Marketing Advice | Designing services | Scoop.it
This blog provides advice and guidance to marketing professionals on the key steps to mapping your customer’s journey with you.
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Hold space for complex problems

Hold space for complex problems | Designing services | Scoop.it

Harold Jarche

"Every one of the major challenges facing us is complex. But our organizations are not designed for complexity. Our education institutions do not teach an understanding of complexity. Our workplace training does not factor in complexity. While not all of our problems are complex, the simpler issues are being dealt with. We need to take what Clay Shirky calls the cognitive surplus, and use it to wrestle with complex problems. Understanding complexity must be part of any informed discussions on government policy or governance. We ignore it at our peril."


Via David Hain
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David Hain's curator insight, April 27, 7:25 AM

"We need structures to hold the space  so that our collective intelligence can deal with the wicked problems we face." ~ @hjarche

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Big Data Technology Is Key Strategic Tie That Binds

Big Data Technology Is Key Strategic Tie That Binds | Designing services | Scoop.it
“As head of strategy for a public company I work on a very diverse set of issues and they can be operational or strategic in nature,” explained Kumsal Bayazit, Chief Strategy Officer of  RELX Group in an extensive interview.
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Service Innovation Labs at Intersection’15 & DMI:DMCE

Service Innovation Labs at Intersection’15 & DMI:DMCE | Designing services | Scoop.it
Join us at this year’s Intersection & DMI:DMCE conference to discuss our
learnings and opinions on cross-cultural service design and design
education.
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7 Surprising Challenges of Implementing Big Data #bigdata #custsrv

7 Surprising Challenges of Implementing Big Data #bigdata #custsrv | Designing services | Scoop.it
Data is an asset. There is no question about that. The economics of data are based on the idea that the value of data can be extracted through analytics.

Via Tony Shan, Karlo Jara
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Great customer experience is an elusive goal

Great customer experience is an elusive goal | Designing services | Scoop.it
Many companies talk about it but few deliver, a Forrester study found
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The five disciplines of customer experience leaders - Bain Brief - Bain & Company

The five disciplines of customer experience leaders - Bain Brief - Bain & Company | Designing services | Scoop.it
Designing experiences that consistently impress and stand out from the crowd remains a difficult endeavor, and companies often falter after an initial burst of energy.

Via Eric_Determined / Eric Silverstein
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Eric_Determined / Eric Silverstein's curator insight, April 24, 7:57 PM

As you look to improve your #customer #experience, make sure you address each question thoroughly:


1. What do we want to stand for in the eyes of our customers?

2. Which handful of actions will generate the most impact with our target customers?

3. How can we use customer feedback to promote learning and behavior change among employees?

4. When we put ourselves in the customer's shoes, what aspects of the experience need to change?

5. How can we anticipate and mitigate the risks, in order to sustain the changes?


Leadership need to have those questions answered:


1. Which groups are the most critical in order to carry out the required changes?

2. How can we equip each group for success?

3. Who can best support and influence the groups?


Share a recent experience within your company undergoing such changes.

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The 6 Skills Marketing Managers Need to Become CMO #custsrv #digital

The 6 Skills Marketing Managers Need to Become CMO #custsrv #digital | Designing services | Scoop.it
Today’s marketing leadership appears quite a bit different than it might have a decade ago. Marketers today are required to be more agile, analytical, and customer focused than ever before.

Via Brian Yanish - MarketingHits.com, malek
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Why We're Excited About Service Design #servicedesign #custsrv #custexp

Why We're Excited About Service Design #servicedesign #custsrv #custexp | Designing services | Scoop.it

Service design humanizes the work of making money. What would happen if we put people first, and focused on value exchange instead of monetary gain?


Via Mario K. Sakata
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90% of Consumer Cars Will Have an Internet Connection by 2020 - Centric Digital

90% of Consumer Cars Will Have an Internet Connection by 2020 - Centric Digital | Designing services | Scoop.it
The Connected Car Leadership Network has spoken.
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Desiring Ecologies: Meaning-Making in the Network Wilderness #ias15

My talk from the 2015 Information Architecture Summit in Minneapolis on April 24th. Earlier versions of this talk were also presented as the keynote for the It…

Via Mario K. Sakata
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Deloitte University Press business ecosystems come of age

Moving beyond traditional industry silos and coalescing into richly networked ecosystems, creating new opportunities for innovation…
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Why Customer Experience Management is the Future of Marketing

Why Customer Experience Management is the Future of Marketing | Designing services | Scoop.it
Why Customer Experience Management is the Future of Marketing: Customer experience management is the...
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A 2011 HBR classic: The Future of Shopping? Redesigning shopping from scratch

A 2011 HBR classic: The Future of Shopping? Redesigning shopping from scratch | Designing services | Scoop.it
Successful companies will engage customers through “omnichannel” retailing: a mashup of digital and physical experiences.
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Rescooped by Fred Zimny from Business DNA (Design-Thinking)
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Designer and researcher: the new creative partnership

Designer and researcher: the new creative partnership | Designing services | Scoop.it
Why in the future researchers will be expected to sketch interaction ideas, and designers will feel able to offer their own interpretations of research.

Via A. Kosuke
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Seven questions to make sure your company is built around customers | London Business School

Seven questions to make sure your company is built around customers | London Business School | Designing services | Scoop.it
Is your company doing everything it possibly can to be useful and compelling to customers?
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Why learning is the only sustainable response to the increasing pressures of the Big Shift

Why learning is the only sustainable response to the increasing pressures of the Big Shift | Designing services | Scoop.it

This highlights the pitfalls of responding, or failing to respond, to the mounting performance pressures brought by the near-instant communication, rapidly changing technology, and empowered consumers that characterize the Big Shift

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Call-for-speakers for MarTech Europe — share your brain

Call-for-speakers for MarTech Europe — share your brain | Designing services | Scoop.it
The marketing technology industry — now affectionately called “martech” — is truly a global phenomenon. We’re seeing tremendous marketing innovation across every region of the world.
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Rescooped by Fred Zimny from Service Design, User Experience, Customer Satisfaction and many more
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Merging Service Design with User Experience Design – Pt. 1: The Idea

Merging Service Design with User Experience Design – Pt. 1: The Idea | Designing services | Scoop.it
A new design process is required to meet human needs in a world of exponential technological growth and a constant increase in customer expectations...

Via Benj112358
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Powerful Brands vs Customer Relationships #hbr #custsrv #crm #custexp

Powerful Brands vs Customer Relationships #hbr #custsrv #crm #custexp | Designing services | Scoop.it
Some have predicted that digital technologies will hasten the demise of brands because customers will have ready access to information they need to make purchase decisions, and “brand” will therefore become less relevant. Others have prophesied an increasing importance of brand as a simple way to evaluate choices in an era of information overkill.

Via Eric_Determined / Eric Silverstein
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Fabrizio Cappelli's curator insight, April 24, 12:03 PM

... .we are on the same page ... why not evaluating Customer as an Asset and put into the Balance Sheet ? Intangibles ... or more tangible of any other measure ?

Nedko Aldev's curator insight, April 27, 6:00 AM

 

681
malek's curator insight, April 27, 7:42 AM

dramatic shift in the strategic approach to marketing over the last 10 years. 

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How to Develop a Cohesive Customer Success Management Strategy #custsrv #custexp

How to Develop a Cohesive Customer Success Management Strategy #custsrv #custexp | Designing services | Scoop.it
"How to Develop a Cohesive #CustomerSuccess Management Strategy" by #Frontleaf50 thought leader @Trituns http://t.co/yFqwoCfRvR #SaaS
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Worth thinking about: Three key shifts in the #design industry

Worth thinking about: Three key shifts in the #design industry | Designing services | Scoop.it
Worth thinking about: Three key shifts in the design industry http://t.co/AsUc9mYQBp
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The Nonprofit #Job Skills You’ll Need by 2020 #career #design

The Nonprofit #Job Skills You’ll Need by 2020 #career #design | Designing services | Scoop.it
How the nonprofit job experience in 2020 will be different: More technology skills needed, more student loan debt, and more companies becoming social impact oriented.
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