Designing service
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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  service | 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  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

  

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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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Top 10 skills you need for success in digital marketing - The Economic Times

Top 10 skills you need for success in digital marketing - The Economic Times | Designing  service | Scoop.it
Even if you are not a graduate or have no understanding of technology, you can successfully acquire digital marketing skills as long as you are committed and passionate about digital media.

Via Russ Merz, Ph.D.
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Russ Merz, Ph.D.'s curator insight, September 24, 1:19 PM
Do you have the top 10 skills needed for success in digital marketing? See this article to find out.
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2016 State of Digital Transformation, are we there yet?

Can Digital Transformation Move Beyond Buzzwords? By  Noreen Seebacher   |   Sep 20, 2016 CHANNEL:  Digital Experience

Via Eric_Determined / Eric Silverstein
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Eric_Determined / Eric Silverstein's curator insight, September 23, 3:54 AM

Key best practice recommendations @BrianSolis:

  • DCX: Study and map the digital customer experience
  • MOBILE: Study and map the specifics of the mobile customer journey
  • RESEARCH: Invest in ongoing customer research to better understand digital/mobile behaviors
  • ROADMAP: Develop a digital transformation roadmap
  • TOUCHPOINTS: Update/innovate customer-facing technology in digital AND mobile
  • OMNICHANNEL: Drive strategies that engage and guide customers seamlessly through digital, mobile and real-world journeys
  • PROCESSES: Improve processes/operations that expedite change
  • IT: Build an agile, integrated and scalable technology infrastructure
  • LEADERSHIP: Executives appoint someone to lead and pave the way for digital initiatives (budget, resources, culture) as well as manage expectations among shareholders, stakeholders and the board
  • TASKFORCE: Form a working team to drive initiatives, coordinate activities/resources, and be accountable
  • METRICS: Establish new metrics that measure progress and track new outcomes
Pascale Philippe's curator insight, September 24, 9:22 AM

Key best practice recommendations @BrianSolis:

  • DCX: Study and map the digital customer experience
  • MOBILE: Study and map the specifics of the mobile customer journey
  • RESEARCH: Invest in ongoing customer research to better understand digital/mobile behaviors
  • ROADMAP: Develop a digital transformation roadmap
  • TOUCHPOINTS: Update/innovate customer-facing technology in digital AND mobile
  • OMNICHANNEL: Drive strategies that engage and guide customers seamlessly through digital, mobile and real-world journeys
  • PROCESSES: Improve processes/operations that expedite change
  • IT: Build an agile, integrated and scalable technology infrastructure
  • LEADERSHIP: Executives appoint someone to lead and pave the way for digital initiatives (budget, resources, culture) as well as manage expectations among shareholders, stakeholders and the board
  • TASKFORCE: Form a working team to drive initiatives, coordinate activities/resources, and be accountable
  • METRICS: Establish new metrics that measure progress and track new outcomes
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Six Ways to Drive a Radically Better Customer Experience | CustomerThink

Six Ways to Drive a Radically Better Customer Experience | CustomerThink | Designing  service | Scoop.it

At heart, customer experience improvement is all about finding those places in the experience where pain exists, and where customers feel that their expectations aren’t met. The art of finding these places and fixing them is at the heart of the discipline of customer experience improvement. After all, helping companies do this is what our business has been built on.


Via Pantelis Chiotellis
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Robot Assistants in Aisle 10: Will Shoppers Buy It? - Knowledge@Wharton

Robot Assistants in Aisle 10: Will Shoppers Buy It? - Knowledge@Wharton | Designing  service | Scoop.it
Retailers are experimenting with in-store robots to assist shoppers and take inventory. Will it enhance the customer experience?

Via Marc Wachtfogel, Ph.D.
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Twilio study: most consumers now want to use messaging to interact with businesses

Twilio study: most consumers now want to use messaging to interact with businesses | Designing  service | Scoop.it
Twilio, the developer-centric communications platform that successfully IPOed earlier this year, published a new study today about how consumers want to use..

Via Brian Yanish - MarketingHits.com, massimo facchinetti, malek
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Os Ishmael's curator insight, September 12, 6:15 PM
I agree but more at bottom of funnel for inbound marketing. Ppl still want to be treated like ppl.
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Can MOOCs Help You To Retrain If You Lose Your Job?

Can MOOCs Help You To Retrain If You Lose Your Job? | Designing  service | Scoop.it
As Coursera launch a new business offering, could MOOCs be invaluable in helping the unemployed find their way back into the job market?

Via Peter Mellow, ValerieMalaval
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Key Strategies To Wow Your Customers With A Winning Customer Experience

Key Strategies To Wow Your Customers With A Winning Customer Experience | Designing  service | Scoop.it

Consumers are willing to pay more for highly personalized experiences, and for those companies who are delivering, research shows they typically grow at...


Via Mario K. Sakata
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How social entrepreneurs can solve the talent problem | McKinsey & Company

How social entrepreneurs can solve the talent problem | McKinsey & Company | Designing  service | Scoop.it
The impact of social entrepreneurs—individuals who deploy innovation and market forces to fill social needs—is growing. Bringing light to Africa, mobile banking to Bangladesh, low-cost healthcare to Nepal, or even better school lunches to the American cafeteria: in all these cases, the private sector is a big part of the action.

That social entrepreneurs can make a difference is not in question. But there is plenty of potential left to unlock. What do these enterprises need to scale up? And how can they do it?

RippleWorks, a private foundation that supports promising social entrepreneurs around the world by providing them with leading Silicon Valley executives as advisers, asked those questions in a recent survey of 628 social entrepreneurs from all over the world. The research, conducted with analytical support from McKinsey and with funding from the Omidyar Network, included interviews with 37 investors and 10 social-enterprise leaders.

Via David Hain
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David Hain's curator insight, September 8, 2:51 AM

The talent challenge - critical for mature businesses. In the end, only people can take you further, sustainably!

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Think Less. Design Better. – Medium

Think Less. Design Better. – Medium | Designing  service | Scoop.it
Promoting better workflow in UI design through manageable decision-making and thought process.

Via Jean-Luc Le Moal
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Retooling AI for the workplace

Retooling AI for the workplace | Designing  service | Scoop.it
Given the massive chunk of our lives spent at work, shouldn’t we enjoy the tools we need to use for our jobs? Shouldn’t they feel more human and..

Via Marc Wachtfogel, Ph.D.
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AchhiKhabre's comment, August 29, 4:17 AM
Please visit www.achhikhabre.com for positive, inspirational and motivational news
Rescooped by Fred Zimny from Entrepreneurship, Innovation
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Why do big US companies take mobile less seriously than Chinese companies? | ClickZ

Why do big US companies take mobile less seriously than Chinese companies? | ClickZ | Designing  service | Scoop.it
All top Chinese retailers, banks and internet companies share mobile data in earning releases. None of the top 10 US retailers do, nor does Google. US banks and

Via Marylene Delbourg-Delphis
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Who Is Responsible for Marketing Technology Purchase Decisions?

Who Is Responsible for Marketing Technology Purchase Decisions? | Designing  service | Scoop.it
Sales - The role of the person who is ultimately responsible for deciding which marketing technologies to purchase varies widely from company to company, according to recent research from DataXu.

Via Russ Merz, Ph.D.
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Russ Merz, Ph.D.'s curator insight, August 24, 8:10 PM
Who is making marketing technology purchase decisions in your company? Compare to US and Global companies in this survey.
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Customer Experience Analysis: How to Retain Your Customers [Infographic]

Customer Experience Analysis: How to Retain Your Customers [Infographic] | Designing  service | Scoop.it
Customer Behavior - Studying your current customers can help you learn what to do today to retain more revenue tomorrow.

Via Russ Merz, Ph.D.
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Russ Merz, Ph.D.'s curator insight, September 26, 1:20 PM
How is your customer retention program working? If you are not analyzing your customer experiences then it is probably not working well--here's why.
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[RESEARCH REPORT] The 2016 State of Digital Transformation

Altimeter's benchmark study on the latest trends and best practices for companies undergoing a digital transformation.

Via Russ Merz, Ph.D.
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Russ Merz, Ph.D.'s curator insight, September 23, 7:57 PM
Latest research at Altimeter, a Prophet Company by Brian Solis finds customer experience is still the leading factor in digital transformation. Where is your company in the six stages of digital transformation?
Rescooped by Fred Zimny from digital marketing strategy
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Facebook Messenger adds group chat Polls and AI payment suggestions

Facebook Messenger adds group chat Polls and AI payment suggestions | Designing  service | Scoop.it
Facebook's chat app wants to help you and your friends decide where to go for dinner or what movie to see, then use machine learning to remind you to pay them..

Via malek
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malek's curator insight, September 23, 8:35 AM

Making payments a seamless part of the conversation experience could lure people away from siloed apps like Venmo, PayPal, and Square Cash which solely handle payments and not everyone has.

Rescooped by Fred Zimny from #innovation(s) } Food for Thoughts
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Chatbots: Your Ultimate Prototyping Tool – IDEO Stories

Chatbots: Your Ultimate Prototyping Tool – IDEO Stories | Designing  service | Scoop.it
How chatbots can teach us to learn what people need when designing products and services
Via Edouard Siekierski
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Corporate Culture and the Customer Experience: A Delicate Balance

Corporate Culture and the Customer Experience: A Delicate Balance | Designing  service | Scoop.it
Though the idea of culture has been around for centuries, it is only in recent decades that corporations have begun to speak of the notion of corporate culture. Probably the best way to define corpor…

Via Mario K. Sakata
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State of Inbound 2016 - HubSpot

State of Inbound 2016 - HubSpot | Designing  service | Scoop.it
Tracking the Future of Inbound Marketing and Sales
HubSpot's 8th Annual Report

Via marketingIO, massimo facchinetti
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marketingIO's curator insight, September 13, 9:32 AM

The annual is available.

 

NEW: Experience Remarkable Planning Accuracy With New, FREE Growth Hacking Tool. Go here: http://goo.gl/UjcA8x 

Rescooped by Fred Zimny from Interaction Design
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How to pretend you’re a great designer

How to pretend you’re a great designer | Designing  service | Scoop.it
Practical tips and principles to trick people into thinking you’re an industry thought leader.

Via Jean-Luc Le Moal
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Dave Wood's curator insight, September 12, 11:27 AM
Tongue in cheek tips with good use of graphics
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Organizing Your Thoughts With Note-Taking Apps

Organizing Your Thoughts With Note-Taking Apps | Designing  service | Scoop.it
Evernote, once the leader in the note-taking app category, now faces competition from options like Noteshelf, LectureNotes and Notebook.
Via SENAME Interactive
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One Third of CMOs Not Integrating Within Digital Channels

One Third of CMOs Not Integrating Within Digital Channels | Designing  service | Scoop.it
Steve Olenski
Via France Creative
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CRM gets smart with artificial intelligence technologies

CRM gets smart with artificial intelligence technologies | Designing  service | Scoop.it
Cloud CRM systems overcame security concerns to pave the way for artificial intelligence technologies to optimize big data.
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6 Perspectives on How Tech Is Transforming the Economy

6 Perspectives on How Tech Is Transforming the Economy | Designing  service | Scoop.it
In early 2015, Singularity Hub ran a series of articles on the Future of Work. Sveta McShane kicked the series off by asking (and answering) the following question: "Have we... read more

Via Marc Wachtfogel, Ph.D.
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AchhiKhabre's comment, August 29, 4:17 AM
Please visit www.achhikhabre.com for positive, inspirational and motivational news
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Too Many Executives Are Missing the Most Important Part of CRM

Too Many Executives Are Missing the Most Important Part of CRM | Designing  service | Scoop.it
Sales numbers are only part of the equation.

Via CSL
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CSL's curator insight, August 24, 6:07 PM

Are you missing the most important part of CRM?

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Calculating the #ROI of Customer Engagement !

Calculating the #ROI of Customer Engagement ! | Designing  service | Scoop.it
One challenge in looking at the ROI of engagement over time is that in new communities and networks, asking and answering does not happen right away. Most individuals need to feel comfortable and connected before they are willing to ask a question that might make them feel vulnerable. This means there is a lot of work for community managers to do to prime the culture of the community so that people do feel comfortable and connected. For this reason, the ROI of engagement is typically negative until the culture supports and rewards regular asking and answering.

Via Fouad Bendris, massimo facchinetti, Os Ishmael, malek
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Fouad Bendris's curator insight, August 20, 6:23 AM
How to measure the effectiveness of community management.
To calculate the ROI of engagement, you include the cost of generating that engagement – all of the program expenses (like software, content/programming and staff) related to community management or culture change ...