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Designing design thinking driven operations
I blog about strategic and tactical service design and management.

Trying to explore how service design practices develop.

With a focus in developing strong conceptual work, supporting design decisions on research and enabling readers to create conversations with clients, colleagues and customers.

I also aim to support senior managers and professionals to reflect and improve their practices.
Curated by Fred Zimny
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Designing design thinking driven operations

Designing design thinking driven operations | Designing design thinking driven operations | 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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Intertwingled: Information Changes Everything :: UXmatters

Intertwingled: Information Changes Everything :: UXmatters | Designing design thinking driven operations | Scoop.it

“Culture is a powerful, hidden force, highly resistant to change. That’s why, to make systems better, we must start by mapping culture."


Via yannick grenzinger
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How Smart, Connected Products Are Transforming Competition

How Smart, Connected Products Are Transforming Competition | Designing design thinking driven operations | Scoop.it
Business management magazine, blogs, case studies, articles, books, and webinars from Harvard Business Review, addressing today's topics and challenges in business management.

Via Alama
Fred Zimny's insight:
Not limited to mereley products
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Infographic: opportunities and threats of omnichannel for B2B and B2C marketers

Infographic: opportunities and threats of omnichannel for B2B and B2C marketers | Designing design thinking driven operations | Scoop.it

B2B and B2C organisations are facing similar business challenges and opportunities in meeting increasingly omnichannel consumers' needs, according to research from Oracle. 

 

Loyalty and customer retention are the main focuses for B2C companies, while B2B companies are focusing on adopting techniques often used in B2C to deliver commerce capabilities and customer experiences.

 

The following infographic, created by Oracle Marketing Cloud, compares the priorities, challenges and areas of focus for B2


Via Russ Merz, Ph.D.
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Russ Merz, Ph.D.'s curator insight, October 19, 6:53 PM

A useful summary of the contrasts between B2C and B2B customers and the requirements of each regarding omnichannel trends. The infographic also contains some great summary #stats that highlight the differences.

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A World Gone Social: Truths Beneath the Trends w/ @TedCoine & @MarkSBabbitt - Kate Nasser

A World Gone Social: Truths Beneath the Trends w/ @TedCoine & @MarkSBabbitt - Kate Nasser | Designing design thinking driven operations | Scoop.it
A World Gone Social is a powerful new book by Ted Coiné and Mark S. Babbitt on embracing social media for maximum ROI. Interview by The People Skills Coach™
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Customer Experience Management Industry to grow at a CAGR of 17.3% to 2019 -

Customer Experience Management Industry to grow at a CAGR of 17.3% to 2019  - | Designing design thinking driven operations | Scoop.it
Customer Experience Management Market (VOC Analytics, Feedback Management, Web Analytics, Text Analytics, Speech Analytics) – Advanced Technologies, Touch Points, Adoption...
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Millennial Think: Millennial Expectations of Customer Service

Millennial Think: Millennial Expectations of Customer Service | Designing design thinking driven operations | Scoop.it
It was a bit of a raucous hangout this week as we tackled out Think Tank's expectation of customer service. As always, we came away with some fairly pr(...)
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Why You Should Apply Design Thinking To Your Life

Why You Should Apply Design Thinking To Your Life | Designing design thinking driven operations | Scoop.it
Through her workshops, Ayse Birsel coaches designers and non-designers alike to "design the life you love."
Fred Zimny's insight:
Weekend consideration
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Are you designing the right product?

A presentation given at the UK UXPA (@ukuxpa) #LeanUX event in October 2014
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Sketchnote Space — Service design with Jamin Hegeman, Design Director...

Sketchnote Space — Service design with Jamin Hegeman, Design Director... | Designing design thinking driven operations | Scoop.it
Service design with Jamin Hegeman, Design Director at Adaptive Path.
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Why Smashing Hierarchy And Driving Collaboration Is Essential To Customer Experience

Why Smashing Hierarchy And Driving Collaboration Is Essential To Customer Experience | Designing design thinking driven operations | Scoop.it
When Dr David Cooke was appointed managing director of Konica Minolta in Australia, he was faced with a culture of strict hierarchy, strong silos, and task-oriented behavior.

Via Thomas Faltin
Fred Zimny's insight:

Amongst other but true to create

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Important Lessons From @Google

Today we all live and work in the Internet Century, where technology is roiling the business landscape, and the pace of change is only accelerating. In their n…

Via Eric_Determined / Eric Silverstein
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wow-a2z's curator insight, October 18, 11:07 AM

Some valuable information for us all

B.L. Ochman's curator insight, October 19, 8:17 PM

reading the book. get it!

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Finding the ROI of Customer Experience: It's Out There If You Look for It

Finding the ROI of Customer Experience: It's Out There If You Look for It | Designing design thinking driven operations | Scoop.it
Finding the #ROI of #CustomerExperience: It's Out There If You Look for It. http://t.co/36NoRIbiuJ
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The digital CFO in Consumer Goods

Accenture’s 2014 High Performance Finance Research shows that CFOs are concentrating on cost-effectively serving a worldwide consumer base while reducing opera…
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Rescooped by Fred Zimny from Design Thinking & Servicedesign
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Positive Psychology meets Service Design

Positive Psychology meets Service Design | Designing design thinking driven operations | Scoop.it
On the 7th & 8th of October’14, Positive Psychology (PP) went to meet Service Design (SD), on the Service Design Global Conference’14 . The workshop presented by THINKING-BIG was part of the...

Via Andreas Fehr
Fred Zimny's insight:
Being there, I only recommend
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The content marketing trends your business should be implementing

The content marketing trends your business should be implementing | Designing design thinking driven operations | Scoop.it
JT Ripton is a business consultant and freelance writer. Through proper content marketing, businesses can build their brand, raise awareness, and engender trust.

Via ronald scherpenisse
Fred Zimny's insight:
Loved this overview of content marketing challenges
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How Do Consumers Perceive Corporate Social Responsibility? [Infographic]

How Do Consumers Perceive Corporate Social Responsibility? [Infographic] | Designing design thinking driven operations | Scoop.it

Some 84% of consumers are willing to pay more for a good or service from a company they feel is socially responsible, according to a a recent survey by Lab42.

 

In fact, "buying from a socially conscious brand" ranks in the top 5 drivers (after price, quality, customer service, and variety) that influence purchase decisions.

 

So, how do consumers view companies as socially responsible?

The biggest indicator for consumers is that the company offers high-quality products, according to 70% of respondents.

Some 69% mentioned the company's reputation for being employee-friendly and fair as an indication of social responsibility.

 

To find out more about the five most (and the five least) socially responsible brands, check out the infographic based on the survey, which was fielded among 500 adults, age 18 and older, in the United States from August 14-18, 2014.

 


Via Russ Merz, Ph.D.
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Russ Merz, Ph.D.'s curator insight, October 19, 7:35 PM

What are some of the key social responsibility factors that determine the perception of your brand's social responsibility? Here are some useful insights. How does your brand rank?

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Use it or lose it: How to put your customer journey map to good use | MyCustomer

Use it or lose it: How to put your customer journey map to good use | MyCustomer | Designing design thinking driven operations | Scoop.it
Once you've completed your map, how do you use it?
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Laila Bröcker's curator insight, October 19, 4:30 AM

Clear insight to customer map.

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How to Deal with Angry Customers

How to Deal with Angry Customers | Designing design thinking driven operations | Scoop.it
Whether you have an online or offline business, at some point, you will have to deal with angry customers.
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Design Thinking

Design Thinking | Designing design thinking driven operations | Scoop.it
5-Step Framework for Design Thinking. Len Netti/design service, service design...pinterest
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The Trouble With Design Thinking

The Trouble With Design Thinking | Designing design thinking driven operations | Scoop.it
In a new book, Fahrenheit 212's Mark Payne chides companies for their approach to design thinking--and suggests a different approach.
Fred Zimny's insight:
A book for your fall reading list
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MaGIC Academy: User Experience Design and Systems Thinking

MaGIC Academy: User Experience Design and Systems Thinking | Designing design thinking driven operations | Scoop.it
Presented on Day Four of the MaGIC Academy launch #designthinking Design presentation.
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Weekend watch Jose Cordeiro - The Future of Technology and the Technology of the Future Talks at Google

Abstract: Forget flying cars and robot butlers. If José Cordeiro has it his way the future will be a far more interesting place. What's more, it may be comin...
Fred Zimny's insight:

True, forget those  cars and robots.  Do you not remember Ford' faser horses?

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Brands use CMS for engagement and brand building ahead of sales: report

Brands use CMS for engagement and brand building ahead of sales: report | Designing design thinking driven operations | Scoop.it

Social media and content marketing are easy prey for those who believe that ROI can only be measured by a direct link between a customer interaction and a sale.

This obviously ignores the good work that content does in building a relationship with that customer, so that when they do eventually receive a sales email they’re primed and ready to make a purchase.

Thankfully a new survey conducted by Adobe and Econsultancy shows that marketers are broadly aware of the benefits of content marketing, which one might classify as soft metrics.

When asked which business goals content management should help with, 87% of marketers said ‘improving user and customer engagement’.

The second most-popular answer was ‘building the brand through positive experiences’ (80%), while ‘driving sales’ came third (60%).

The findings come from the latest Econsultancy/Adobe Quarterly Digital Intelligence Briefing which examines the challenges involved with Delivering Digital Experiences.

It is based on an online survey of 975 client-side and agency respondents carried out in July and August 2014.

Producing high quality content can certainly help build trust, provide context and therefore improve financial KPIs. 

 


Via Russ Merz, Ph.D.
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Russ Merz, Ph.D.'s curator insight, October 17, 3:33 PM

These research findings reported by eConsultancy should remind #brandmanagers that there is rarely or perhaps never a "direct" link between #contentmarketing and #ROI. The road to #ROI can take many paths and all of them need to be measured before #optimization of ROI can occur.

Rescooped by Fred Zimny from Customer Experience Best Practices & Issues
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Why Tracking Customer Experience Is Essential

Why Tracking Customer Experience Is Essential | Designing design thinking driven operations | Scoop.it
For all organisations, monitoring the voice of customers is an essential, in order to improve operations and remain competitive. But are current methodologies and systems delivering what we need?

Via beyondthearc
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Mark Jones's curator insight, Today, 4:24 AM

How do we make it simple though?

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Discussing Design Without Losing your Mind [Code and Creativity 10/7]

Getting feedback from clients, teams, and stakeholders can be terrifying. We’ve all had our designs berated during painful meetings that result in nothing acti…
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