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Engine Service Design

Engine Service Design | Designing  services | Scoop.it
Engine is a service design consultancy helping organisations to evolve and innovate services that attract and keep customers, increase revenue and build brand equity.
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Designing  services
One of the misunderstandings of these days is that design has an artist or artisan background. So 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 Designing services 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).
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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The death of #marketing leadership #digital

The death of #marketing leadership #digital | Designing  services | Scoop.it
There has been a significant and exciting shift in the tone of the debate about Marketing and its role… Marketing is on the ascent, and its influence is growing everywhere.
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Why Bad Customer Experiences Happen - #Infographic

Why Bad Customer Experiences Happen - #Infographic | Designing  services | Scoop.it
It’s inevitable that customer service experiences will sometimes fail. No organization is immune from bad customer service happening at point in time. Fact of the matter is that customer service is an intensely human experience subject to humanity’s faults and shortcomings.

Via Eric_Determined / Eric Silverstein
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Darcy Bevelacqua's curator insight, May 19, 9:37 AM

A great customer experience is dependent on understanding the customer needs and responding quickly to solve problems. Every organization has some bad customer experiences -take care of them and customers will forgive you and stay around. 

Maurice Couture's curator insight, May 19, 10:12 AM

Ces résultats démontrent encore une fois l'importance d'un bon service à la clientèle, notamment de répondre bien et rapidement aux demandes des clients. Les avis en ligne sont de plus importants et les avis les plus longs sont associées à des clients insatisfaits. 

Sun Social SEO's curator insight, Today, 8:56 AM

Online reviews are one of the "Four Pillars" of digital presence.

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The Rise of the 4th Platform: Pervasive Community, Data, Devices, and ... - Enterprise Irregulars #smact #digital

The Rise of the 4th Platform: Pervasive Community, Data, Devices, and ... - Enterprise Irregulars #smact #digital | Designing  services | Scoop.it
These days it’s still pretty common to talk about social business, mobility, analytics (especially when it’s called big data), cloud, and the Internet of Things — SMACT is the current acronym for all this — as on the agenda of key digital...
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Interesting Will Service Design suit up? « #Accenture BlogPodium #servicedesign #digital

Interesting Will Service Design suit up? « #Accenture BlogPodium #servicedesign #digital | Designing  services | Scoop.it
How management consulting and service design is evolving together, @Lunar and @fjord http://t.co/yCbLR6L0L0 http://t.co/PdLfuLVrJX
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Accenture Digital: 7 Digital Business Transformation Lessons and the elements of #digital business #innovation

Accenture Digital: 7 Digital Business Transformation Lessons and the elements of #digital business #innovation | Designing  services | Scoop.it
Digital transformation is changing the way we work and live, yet for many people the term digital transformation is still widely misunderstood. "As businesses transform by trying to understand how to deliver better products and services, digital steps in with the set of tools and techniques to get it done," says Mike Sutcliff, (Twitter: @MikeSutcliff) one of the top digital business thought leaders and group chief executive of Accenture Digital. Sutcliff says that digital transformation, defined by Altimeter Group as a "formal effort to renovate business vision, models and investments for a new digital economy", is all about restructuring industries and keeping up with blurring lines between businesses because even if you are not doing it, people in your industry are.

Via David Hain
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David Hain's curator insight, May 19, 9:11 AM

Great resource on where it's at with digital transformation, via @ValaAfshar

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How Disruptive Power Lies at the Intersections #smact #digital

How Disruptive Power Lies at the Intersections #smact #digital | Designing  services | Scoop.it

“ When I first started using the term “Combinatorial”, people thought I was making words up. Although I’d like to take credit for the word, I first came across it when reading The Second Machine Age,...”


Via Frank Diana, Torsten Fell
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Empowerment through mobile #technology #and co-design - MIT News #digital #smact

Empowerment through mobile #technology #and co-design - MIT News #digital #smact | Designing  services | Scoop.it
MIT students improve the quality of life, safety, and independence of The Boston Home residents with InstaAid mobile application.
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Gartner Reveals 2015 Cool Vendors Are Delivering Digital Innovation

Gartner Reveals 2015 Cool Vendors Are Delivering Digital Innovation | Designing  services | Scoop.it
The Internet of Things (IoT) is driving a new era of innovation with sensors and controllers that support digitalization and digital business.
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4 Things You Should Know About #Platforms #digital #ecosystems

4 Things You Should Know About #Platforms #digital #ecosystems | Designing  services | Scoop.it
Steve Jobs didn’t want to build an app store.  As Walter Isaacson describes in his biography of Apple’s founder, the famously controlling Jobs was wary of the “bandwidth” needed to police a veritable army of third party developers.  At first, he wouldn’t even discuss it.

Yet eventually, even Jobs had to relent and the App store has become an enormous success.  Last year, developers reaped $15 billion on the platform.  In fact, third party apps have become so central to the iPhone, it’s hard to imagine it without them.  Increasingly, products are becoming platforms.

It’s become kind of a Joy’s Law for the networked era—the best resources and capabilities always lie somewhere else.  So unless you can pull in people outside your company to improve your product, you’re going to be at a distinct disadvantage.  Yet for all the talk about platforms, there’s little guidance about what makes them tick. Here’s what you need to know.

Via David Hain
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David Hain's curator insight, May 18, 3:14 AM

It is no longer control of assets and resources that determines capability, but access to ecosystems, and platforms. Forbes

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Free #Gartner Research: #Digital Marketing Transit Map #martech

Free #Gartner Research: #Digital Marketing Transit Map #martech | Designing  services | Scoop.it
Navigate the #digitalmarketing landscape with this free map from @GartnerDigital

Via Cambridge Marketing Colleges
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Next Stop on your #Design Thinking Journey: Creating a #UX Center of Excellence #custsrv

Next Stop on your #Design Thinking Journey:  Creating a #UX Center of Excellence #custsrv | Designing  services | Scoop.it
A major shift is under way – within software vendors and IT departments alike – in how organizations view enterprise software. Time was, the decision to buy a piece of software was made by the head of...
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Fine line-up at WHAT DESIGN CAN DO! 2015

Fine line-up at WHAT DESIGN CAN DO! 2015 | Designing  services | Scoop.it
the 2015 conference is a diverse programme which includes presentations by: stefan sagmeister, bompas & parr, cameron sinclair and the campana brothers.
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How Dogs Became Our Best Friends

How Dogs Became Our Best Friends | Designing  services | Scoop.it
A leading scientist explains why they are uniquely suited to be our companions
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Beyond design thinking: Part of the “Business ecosystems come of age” report #smact #digital

Beyond design thinking: Part of the “Business ecosystems come of age” report #smact #digital | Designing  services | Scoop.it
Design thinking without deep analysis and synthesis can be reckless. Leading companies are seeking to do both recursively and in integrated new ways to…
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The death of marketing leadership

The death of marketing leadership | Designing  services | Scoop.it
There has been a significant and exciting shift in the tone of the debate about Marketing and its role… Marketing is on the ascent, and its influence is growing everywhere.
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When to Offer Fewer Customer Service Channels #servicedesign #custsrv #ux

When to Offer Fewer Customer Service Channels #servicedesign #custsrv #ux | Designing  services | Scoop.it
Quality is more important than quantity.

Via CSL
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CSL's curator insight, May 20, 12:04 PM

Customers value omni-channel service experience, but only if you can deliver the service they expect across all the channels. If it's not possible, then it's better to focus on proven channels and branch out slowly. 

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Gartner Says Customer Relationship Management Software Market Grew 13.3 Percent #gartner #crm #marketing

Gartner Says Customer Relationship Management Software Market Grew 13.3 Percent #gartner #crm #marketing | Designing  services | Scoop.it
Worldwide customer relationship management (CRM) software totaled $23.2 billion in 2014, up 13.3 percent from 20.4 billion in 2013, according to Gartner, Inc.
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Fine deck: KISD Conference / Bringing Service Design In-House #servicedesk #digital

Companies need to learn how to apply Service design themselves – instead of relying only on external experts. The session at KISD Conference on 2015 followed a…

Via Andreas Fehr
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Andreas Fehr's comment, May 19, 2:00 PM
Always a pleasure to share cool stuff from the awesome crew of SD Berlin ;-)
Raquel Oliveira's curator insight, May 20, 4:36 PM

Conferência em Berlin discute sobre desenho de serviços "dentro de casa". #avancee 

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4 Ways to Deliver Outstanding Customer Experiences (or 72% of Them May Leave) #custsrv #marketing #ux

4 Ways to Deliver Outstanding Customer Experiences (or 72% of Them May Leave) #custsrv #marketing #ux | Designing  services | Scoop.it
Research confirms and we know this intuitively, positive customer experiences will keep our customers coming back. No one wants to continue doing business with a company after a bad experience, poor customer service, wrong product shipments that aren’t quickly rectified, or for any number of other reasons that can ruin a consumer’s attitude towards a brand.
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What Is Industrie 4.0 and What Should CIOs Do About It? #gartner #smact #bigdata

What Is Industrie 4.0 and What Should CIOs Do About It? #gartner #smact #bigdata | Designing  services | Scoop.it
Industrie 4.0 is a German-government-sponsored vision for advanced manufacturing. However, the scope of coverage and increasing awareness in other regions spurs confusion. So what is it, and what do CIOs need to do about it?
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Keynote deck Enterprise #UX: The Journey and Opportunity Ahead #digital #business

Keynote from the 2015 Enterprise UX Conference. http://enterpriseux.net/

Via Mario K. Sakata
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How Chief #Digital Officers Continue Global Explosion alongside the digital transformation

How Chief #Digital Officers Continue Global Explosion alongside the digital transformation | Designing  services | Scoop.it
The chief digital officer (CDO) role emerged alongside the digital transformation, and companies are rapidly making room for the position. According to recent research, the number of CDOs worldwide will double between 2014 and 2015, from 1,000 to 2,000.
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Social by #design, from advertising to UX #marketing #digital #custsrv

Social by #design, from advertising to UX #marketing #digital #custsrv | Designing  services | Scoop.it

In this presentation titled 'Social by design, from advertising to UX', Thomas Marzano, global creative director for Digital Brand Design at Philips discusses how brands should connect with consumers in a digital world where brand perception is...

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How different is your organisation from #design firms? #business #innovation

How different is your organisation from #design firms? #business #innovation | Designing  services | Scoop.it
Established organisations have a tough time being innovative. Years of ample, dependable profits often leave companies weighed down by bureaucratic processes that are difficult to shed. Shareholders’ quarterly expectations seem more urgent to them than changes that may, or may not, disrupt their industry years down the road. Additionally, “innovation” itself is a somewhat vague concept, and many incumbents lack a clear idea of what it might mean for them. All these factors argue for inertia.
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Hot take: The Bifurcation of Design Services (McKinsey acquires Lunar)

Hot take: The Bifurcation of Design Services (McKinsey acquires Lunar) | Designing  services | Scoop.it
[This is a 'hot take' hastily scribed while trying to get my household moving in the morning. Forgive typos and other lapses] Management consulting firm McKinsey has just acquired Lunar Design, an ...
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