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
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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@gmail.com

  

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Even more good stuff at http://fredzimny.wordpress.com

 

 

 

 



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Sneaky's comment, June 25, 2015 10:42 AM
super article
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Where is data-driven marketing headed in 2017? | Econsultancy

Where is data-driven marketing headed in 2017? | Econsultancy | Designing  service | Scoop.it

'Data-driven' is one of those terms which seems unnecessary for marketing. Surely all marketing uses data to some extent, so why does there need to be a distinction? As marketing increasingly moves to digital platforms, however, the concepts behind the term 'data-driven marketing' have become distinguished from more traditional marketing and even have their own…

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Let’s not forget: Call Length Is the Worst Way to Measure #CustomerService

Let’s not forget: Call Length Is the Worst Way to Measure #CustomerService | Designing  service | Scoop.it
Practitioners and pundits alike have long debated which metric is best for assessing the performance of a service organization. Is the silver bullet customer satisfaction, net promoter score, customer effort score , or some other measure? Source: Call Length Is the Worst Way to Measure Customer Service My point of view: it depends on the…
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A Better Metric for the Value of a Worker Training Program

A Better Metric for the Value of a Worker Training Program | Designing  service | Scoop.it
The United States has thousands of workforce development and training programs, run by the public, social, and private sectors. Some are excellent; others, not so much. The problem is that we don’t know which are which. That lack of knowledge is costly.
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Econsultancy: Are brands failing to properly promote their new chatbots?

Econsultancy: Are brands failing to properly promote their new chatbots? | Designing  service | Scoop.it
Here’s a bit more info on this issue and how brands can combat it.
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Design Thinking: What It Is (And How To Implement It Into Your Business)

Design Thinking: What It Is (And How To Implement It Into Your Business) | Designing  service | Scoop.it

Design thinking ultimately comes down to starting with a set of objectives and passionately exploring how to develop a solution based on those goals. While this approach is becoming popular in the business world (particularly the startup world), it’s incredibly difficult to implement. Unless you invest in educating your staff, getting managers on board and…

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Roland Berger’s New realities in central banking: The rise of cryptocurrency

Roland Berger’s New realities in central banking: The rise of cryptocurrency | Designing  service | Scoop.it

Minting a central bank digital currency: Roland Berger envisions the emerging digital future. 2017 is heralded as the dawn of digital currencies in the financial services industry. Amid all the hype, it is important to sift through and identify the key messages relevant in the world of finance. In our previous THINK ACT edition, New…

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McKinsey & Company: Improving the #customer #experience to achieve government-agency goals #cx

McKinsey & Company: Improving the #customer #experience to achieve government-agency goals #cx | Designing  service | Scoop.it

The benefits of a customer-centric strategy aren’t limited to private-sector businesses. Government agencies at every level can gain by putting the needs and wants of citizens first.Across the business landscape, savvy executives are increasingly asking the same question: What do my customers want? They are coming to realize that, whatever they offer, they are in…

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Kuudes’study – The Informed Consumer

Kuudes’study – The Informed Consumer | Designing  service | Scoop.it

Understanding the customer is a crucial part of our work at Kuudes. We accordingly decided to conduct a thorough study of the motives and most recent trends underlying consumer choices and tour the whole of Sweden to interview people Read all: Swedish study - The Informed Consumer

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GDS design notes: Building an international group of government designers

GDS design notes: Building an international group of government designers | Designing  service | Scoop.it

The UK was recently named as the world’s leading digital government. But it is far from the only digital government.The D5 member countries – Estonia, Israel, New Zealand and South Korea, alongside the UK – all have well-developed digital organisations in government. The US has two government digital organisations, while Australia’s Digital Transformation Office was…

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Rethinking Design Thinking |

Rethinking Design Thinking | | Designing  service | Scoop.it

Design Thinking has become one of the most visible and promising innovation movements in recent history, yet all design thinking is not the same, especially in practice. The current proliferation of a one-size-fits-all approach is not only ineffective, it could ultimately doom its future. We see this all the time: workshops filled with post-it notes…

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Cute: Kuudes’ Finnish study The Informed #Consumer #customerservice

Cute: Kuudes’ Finnish study The Informed #Consumer #customerservice | Designing  service | Scoop.it

Understanding the customer is a crucial part of the work at Kuudes. We accordingly decided to conduct a thorough study of the motives and most recent trends underlying consumer choices and tour the whole of Finland to interview people. Read akk Finnish study - The Informed Consumer

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Key #CX charts from Adobe’s #Digital Trends 2017 Report

Key #CX charts from Adobe’s #Digital Trends 2017 Report | Designing  service | Scoop.it
Last year, the Adobe Digital Trends report showed data-driven marketing to be the top priority for marketers, with 90% of survey respondents citing it as their number one choice. Fast forward to 2017 and the tables have turned. Read more... Source: Four key CX charts from our Digital Trends 2017 Report
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Read or listen” What’s new—and what’s next—in #consumer behavior around the world?

Read or listen” What’s new—and what’s next—in #consumer behavior around the world? | Designing  service | Scoop.it

Recent survey results offer a snapshot of how global consumers are feeling. Tracking these data can help companies to understand the shifting landscape and improve the customer experience. Taking the pulse of consumers is a perennial challenge, and the behavior of shoppers changes quickly amid broader trends. So how are companies to keep pace in…

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Bain & Company: Don’t Miss the Moment on #Mobile #Marketing

Bain & Company: Don’t Miss the Moment on #Mobile #Marketing | Designing  service | Scoop.it
A look at how marketers can capture the mobile opportunity.
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Not that crazy: Really? Consumers in Western Europe Willing to Exchange Info for Personalized Offers

Not that crazy: Really? Consumers in Western Europe Willing to Exchange Info for Personalized Offers | Designing  service | Scoop.it
In privacy-alert Western Europe—a surprising finding. Some 82% of internet users surveyed by Retail Week and Osborne Clarke said they are comfortable receiving personalized offers and pricing based on their online search and purchase history. Read all: Article: Really? Consumers in Western Europe Willing to Exchange Info for Personalized Offers
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PWC Global #retail survey feb 2016 They say they want a revolution

PWC Global #retail survey feb 2016 They say they want a revolution | Designing  service | Scoop.it

This year, over 23,000 online shoppers in 25 different territories participated in our 2016 Total Retail Survey, which asks consumers about the world about issues ranging from mobile shopping to social media influence to innovation at retailers. It unveils eight insights of the next retail revolution: To understand future global shopping behavior, look to China…

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The 2017 Deloitte millennial survey 2017

The 2017 Deloitte millennial survey 2017 | Designing  service | Scoop.it
Deloitte’s latest millennials study looks at their world view and finds many, especially in developed economies, are anxious about their future. They are concerned about a world that presents numerous threats and question their personal prospects. By JFK’s measure, at least, many millennials are not sure they can trust the promises of their respective countries.…
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Deloitte’s latest millennials study looks at their world view and finds many, especially in developed economies, are anxious about their future. They are concerned about a world that presents numerous threats and question their personal prospects. By JFK’s measure, at least, many millennials are not sure they can trust the promises of their respective countries.…

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The Economist: What employers can do to encourage their workers to retrain

The Economist: What employers can do to encourage their workers to retrain | Designing  service | Scoop.it

David Deming of Harvard University has shown that the labour market is already rewarding people in occupations that require social skills. Since 1980 growth in employment and pay has been fastest in professions across the income scale that put a high premium on social skills (see chart). Read all What employers can do to encourage their…

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2017 CIO Agenda: A #Retail Perspective – Robert Hetu

2017 CIO Agenda: A #Retail Perspective – Robert Hetu | Designing  service | Scoop.it

Every year, Gartner surveys CIOs and IT executives drawn from the membership of its executive program and other sources to identify key priorities, opportunities and issues. The 2017 Gartner CIO Survey includes responses from 2,598 overall participants. This research examines the specifics of the retail segment of the 2017 CIO survey results from 133 retail…

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Adrian Swinscoe: How the customer experience vision gap is holding many organisations back

Adrian Swinscoe: How the customer experience vision gap is holding many organisations back | Designing  service | Scoop.it

In a world that is moving faster and faster and where it seems like we have less and less time to think, there is better way to approach problems, particularly when it comes to those associated with improving and developing the customer’s experience. Doing so will allow organisations to develop an increased ability to deliver…

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From disrupted to disruptor: Reinventing your business by transforming the core | McKinsey & Company #digital #madonna

From disrupted to disruptor: Reinventing your business by transforming the core | McKinsey & Company #digital #madonna | Designing  service | Scoop.it

Companies must be open to radical reinvention to find new, significant, and sustainable sources of revenue. When Madonna burst onto the scene in the early 1980s, there was little reason to suspect that she’d have more than her allotted 15 minutes of fame. But in the three decades since her debut album, she has managed…

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This is why user experience is more important than price

This is why user experience is more important than price | Designing  service | Scoop.it

When was the last time you went into a store and purchased something? Perhaps you were just running into the store to pick up a quick snack. Chances are that prior to even the simplest of shopping decisions, you consulted the internet. Whether shoppers are looking for information on prices, reviews, quality or the general…

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McKinsey & Company: Are you really listening to what your customers are saying?

McKinsey & Company: Are you really listening to what your customers are saying? | Designing  service | Scoop.it

Too many companies squander the treasure that is customer feedback. The solution is systematically measuring the customer’s voice and integrating it into a culture of continuous feedback. Customer-experience metrics have proliferated over the past decade, and chances are that your business relies heavily on one or more of them. But many companies struggle with metrics.…

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McKinsey & Company: The case for #digital reinvention

McKinsey & Company: The case for #digital reinvention | Designing  service | Scoop.it
According to our research, digitization has only begun to transform many industries. Its impact on the economic performance of companies, while already significant, is far from complete.
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The business case for #digital transformation | ZDNet

The business case for #digital transformation | ZDNet | Designing  service | Scoop.it
Forrester recently researched the impact of digital adoption on CX and ROI and some of our key takeaways are below:
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