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Integrated Customer Experience Q&A: ElisaDBI Shares U.K. Analytics

Integrated Customer Experience Q&A: ElisaDBI Shares U.K. Analytics | Designing services | Scoop.it
Michael Potts, founder and managing director at the U.K-based online marketing firm, shares analytics and insights about multi-screen behavior overseas. (RT @UIE: What’s the 1 mistake companies should avoid when integrating UX across devices?
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Lily Tran's curator insight, August 14, 2013 4:31 AM

Integration is the collaboration of many things to improve or enhance a product/service. In marketing it is the combination of strategy, online marketing and offline marketing. According to Sarah Etter’s article, Michael Potts believes that integration of customer experience and touch technology is very important to modern society since we have begun to become so reliant on having access to the net and other mobile services in our everyday lives. Companies have also combined the features of a desktop computer and mobile phone in a tablet that allows tablets to product documents as well as some being able to receive phone calls! He states that companies need to have a strategy in place that will allow programs to work on all devices so consumers can have the ultimate experience. Since people are using their mobile phones more, developers need to be sure their applications and such are compatible with phones as well as tablets such as emails and current events. To do this, Michael believes it is vital for companies to understand consumers, how they think, what they know, and what they want in a product. For example, the New Zealand Herald has an app available on the ipad and other tablets as well as mobile phones. They understand their customers have busy lives and decided to offer a feature that allows them to integrate it into their daily lives.

DavidShin's comment, August 14, 2013 9:43 PM
@lily Tran:
This is very interesting as I myself have chubby fingers and sometimes find it difficult to click the buttons i want without zooming in on my S3. I agree that integration is the collaboration of many things to improve or enhance a product/service because in the present time from kids to adults to even some old folks, majority use technology sources to research whatever they demand in the sense of a consumers behavior. Companies must understand that some people are more knowledgeable than others with technology so they must simplify apps and a perfect example would be New Zealand Harold (as stated by the article and Lily), It suits a busy person that has minimal time to stop and read the news paper also it understands the consumers attitude of what they demand from this app, to keep updated with the current society but with a tight time frame.
Very interesting article!
Danielle Petersen's comment, August 15, 2013 12:15 AM
@Lily Tran
I think and agree that is is important for companies to integrate themselves across different mediums to ensure that they are able to retain their market share. These days marketing is more about fitting in to the lives of customers rather than customers trying to work you (the company) in to their busy schedule. With todays technology, similarly to how you used the example of the New Zealand Herald app, it is important to reach people where ever they are, whenever they are wanting the information that you hold. We are becoming more technology dependent and wanting to constantly be aware of what is happening around us in the wider world.
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.
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Designing services

Designing services | Designing services | Scoop.it

 

 

Customer experience, customer service, design thinking, service design, service management

 

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The Value of IoT in Service Transformation - YouTube

Through research with Oxford Economics, PTC validated the existence of a Service Continuum; a predictable model of service transformation that companies foll...
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The Five Elements Of A 'Simply Irresistible' Organization

The Five Elements Of A 'Simply Irresistible' Organization | Designing services | Scoop.it
New Deloitte Global Human Capital Research shows that organizations today must work hard to create a meaningful, humanistic work environment to drive engagement, performance, and a magnetic attraction in the market. And this is good business. The Great Place to Work Institute has published studies which show that the “100 best places to work” outperformed [...]

Via Nathalie Soeteman
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Algorithms vs People? A Customer Experience Perspective

Algorithms vs People? A Customer Experience Perspective | Designing services | Scoop.it
During the last few months I've seen a significant increase in a number of articles warning about the onslaught of automation in workforce. A lot of very
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Protecting student data in a #digital world | McKinsey & Company #bigdata

Protecting student data in a #digital world | McKinsey & Company #bigdata | Designing services | Scoop.it
Proponents of data-enabled education can learn from other industries that have faced concerns about the risks of using personal information. A McKinsey & Company article.
Fred Zimny's insight:

Let us not confuse personal data with status, progress or process information. 


Photocredit: fashiongorouge

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Customer value determinants? Economic, emotional and symbolic value in B2B context

Customer value determinants? Economic, emotional and symbolic value in B2B context | Designing services | Scoop.it

By Jukka Hemilä (jukka.hemila@vtt.fi) The ongoing “Determinants of value and vulnerability in customer-oriented service network” CUSTOR-project aims to identify customer value determinants and thei...

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Design Thinking: A useful Tool In A Changing Publishing Market #designthinking #marketing

Design Thinking: A useful Tool In A Changing Publishing Market #designthinking #marketing | Designing services | Scoop.it
For publishers, design thinking can be a useful tool. In considering the future of news media models, maintaining a human face can be a strong lever.
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Gartner Predicts a Customer Experience Battlefield - Smarter With #Gartner #UX

Gartner Predicts a Customer Experience Battlefield - Smarter With #Gartner #UX | Designing services | Scoop.it
Will organizations be able to deliver transformational customer experience? According to Gartner, digital disrupters point the way.
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A fine deck: Method's Customer journey framework #marketing #ux

This is a foundational tool for experience design that lets business and design audit, ideate on, and fine-tune the overall set of experiences that a customer …
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Weekend Read: #Disruption Is Not About Slaying Giants but about Serving New #Customers

Weekend Read: #Disruption Is Not About Slaying Giants but about Serving New #Customers | Designing services | Scoop.it
Mark W. Johnson, co-founder and senior partner at Innosight: Disruption has been so abused and misapplied that it sometimes seems that we’ve forgotten what the original theory of disruptive innovation really was about. As someone who co-founded a...
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Peter Thompson's curator insight, Today, 4:54 AM

Getting back to basics - what is disruption!

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The #Talent Dividend | MIT Sloan Management Review #hr

The #Talent Dividend | MIT Sloan Management Review #hr | Designing services | Scoop.it
The 2015 Data & Analytics Report by MIT Sloan Management Review and SAS finds that talent management is critical to realizing analytics benefits.
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Hyper Island - Changes of Tomorrow

Hyper Island - Changes of Tomorrow | Designing services | Scoop.it
At Hyper Island, we're constantly identifying relevant trends to decide how the might impact us, our clients and our students. What follows is a collection of the most compelling trends and changes we discovered in our most recent Industry Forum.
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Future cities: Driving growth through the #creative economy

Future cities: Driving growth through the #creative economy | Designing services | Scoop.it
What five dynamic cities are emerging as global creative capitals? A special feature from Prudential Investment Management, produced by The Economist Intelligence Unit
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"The problem is we don't understand the problem": Problem Framing as …

Held April 30th at "Design to Align", DMI / Intersection15 conference for Strategic Enterprise Design, Berlin http://2015.intersectionconf.com The purpose …
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The Redesign of the Design Process

The Redesign of the Design Process | Designing services | Scoop.it
It wasn’t that long ago that we believed in a romanticized notion of the power of the talented solo designer. This indiv…

Via UX Goeroe, Terry Patterson
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Terry Patterson's curator insight, Today, 10:08 AM

I like articles that have a lot of "truth" in them. This is one of those articles. It is amazing how much the design process has changed from the time I started designing. It does take a lot more than intuition and graphic talent to put a digital product out there today. 

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! SDN launches The #ServiceDesign Award. Don’t miss the chance to present your work at #SDGC15 in NYC!

! SDN launches The #ServiceDesign Award. Don’t miss the chance to present your work at #SDGC15 in NYC! | Designing services | Scoop.it
Exiting news! SDN launches The #ServiceDesign Award. Don’t miss the chance to present your work at #SDGC15 in NYC! http://t.co/Jjjz1P3iuD
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3 Ways to Win with Digital in 2015

3 Ways to Win with Digital in 2015 | Designing services | Scoop.it
Online communication and marketing tactics are staples of modern business. With the onset of a new year, it is always exciting to look ahead at new trends that will enhance our digital return on investment.
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The Internet of Everything: #IoT Boring, But So Important #bigdata

The Internet of Everything: #IoT Boring, But So Important #bigdata | Designing services | Scoop.it
When we are just getting used to Twitter and Facebook, Email and SPAM, along comes "The Internet of Everything" (IoE) where everything -- well almost everything -- is connected to everything else....
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How to Create a Customer Persona | Touchpoint Dashboard

How to Create a Customer Persona | Touchpoint Dashboard | Designing services | Scoop.it
In today's post, we explain what customer personas are and aren't and outline the steps to create a persona.
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Customer Lifetime Value Prioritizes Customer Experience Management #clv #marketing

Customer Lifetime Value Prioritizes Customer Experience Management #clv #marketing | Designing services | Scoop.it
Customer Lifetime Value Prioritizes Customer Experience Management
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Richard Guha's curator insight, Today, 9:18 AM

I have been relying on this for 45 years. It always seemed so self-evident!

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The Design Economy primer: how design is revolutionising health, business, cities and government

The Design Economy primer: how design is revolutionising health, business, cities and government | Designing services | Scoop.it
This article is part of The Design Economy series.

Asked recently what she saw as the single greatest driver of social change, Melinda Gates of the Gates Foundation replied: “Design.”
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2 Perspectives From Harvard on #Startup Leadership - #Entrepreneur

2 Perspectives From Harvard on #Startup Leadership - #Entrepreneur | Designing services | Scoop.it
Two graduates of the esteemed Harvard School of Business have divergent views on leadership principles.
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New Tech #Trends at Adobe Summit 2015 #marketing

The Adobe Summit EMEA, held at the ExCel Centre 29-30 April and attended by 4,200 participants, featured a Thought Leadership and Innovation track, for which I gave a keynote on New Tech Trends Worldwide.
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SMACT the final countdown..#DigitalTransformation #digirati #IoT @sogeti @Capgemini pic.twitter.com/qfxreDqqEr

SMACT the final countdown..#DigitalTransformation #digirati #IoT @sogeti @Capgemini pic.twitter.com/qfxreDqqEr | Designing services | Scoop.it
SMACT the final countdown..#DigitalTransformation #digirati #IoT @sogeti @Capgemini pic.twitter.com/qfxreDqqErSMACT the final countdown..#DigitalTransformation #digirati #IoT @sogeti @Capgemini pic.twitter.com/qfxreDqqEr
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Closing the gap between executives and digital transformation | ZDNet

Closing the gap between executives and digital transformation | ZDNet | Designing services | Scoop.it
The two groups that must come together and bring their organizations into the digital future -- technology and business leadership -- tend to have divergent priorities and inclinations. How can we resolve this?
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FRANK FEATHER ~ Business Futurist's curator insight, May 2, 10:25 AM

MUST READ article by Dion Hinchcliffe on digital transformation and the C-Suite.

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The eight essentials of #innovation | McKinsey & Company

The eight essentials of #innovation | McKinsey & Company | Designing services | Scoop.it
Strategic and organizational factors are what separate successful big-company innovators from the rest of the field. A McKinsey Quarterly article.
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