Designing service
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Rotman Design Challenge 2013 - Keynote by the Dean

Roger Martin, Dean of the Rotman School of Management, gives a keynote address at the Rotman Design Challenge, which took place on March 2 and 3, 2013. Teams...
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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

  

Follow me on twitter: @serve4impact

 

Connect with me on linkedin http://www.linkedin.com/in/fredzimny

  

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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‘Beyond Advertising’: How Companies Can Build Better Customer Relationships - Knowledge@Wharton

‘Beyond Advertising’: How Companies Can Build Better Customer Relationships - Knowledge@Wharton | Designing  service | Scoop.it
A new book by Wharton’s Jerry Wind and Catharine Hays provides a roadmap for companies to effectively communicate with consumers through every possible touchpoint.
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The next 5 years: how technology will shape the future of content marketing

The next 5 years: how technology will shape the future of content marketing | Designing  service | Scoop.it
After surveying 300+ marketers & speaking w/8 top influencers, we've come up with a prediction for how technology will shape the future of content marketing

Via Mike Allton, massimo facchinetti
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Understanding the mobile customer journey | Search Engine Watch

Understanding the mobile customer journey | Search Engine Watch | Designing  service | Scoop.it
This is a brief guide to the definitions, distinctions, methods and use of some oft-confused, but very useful methodologies for understanding mobile customers.
Via massimo facchinetti, malek
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Visualizing the 4 Essentials of Design Thinking

Visualizing the 4 Essentials of Design Thinking | Designing  service | Scoop.it
A couple of days ago, I was looking for a visual illustration of Design Thinking to share with my colleagues and clients…
Via A. Kosuke, Marc Wachtfogel, PhD, Soraia Ferreira, massimo facchinetti
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Abel Linares's curator insight, May 24, 4:08 PM
HCD #HumanCenteredDesing IDEO method for creative problem solving and innovation. This  approach fuels the creation of products that resonate more deeply with an audience,  driving engagement and growth.
Raquel Oliveira's curator insight, May 27, 2:32 PM

Visualize as 4 Essências do Design Thinking

 

Uma ilustração "diamante" que consolida as etapas de Divergência e Convergência em suas respectivas fases.

#avancee

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Sleeping giant: Europe as a global software competitor | McKinsey & Company

Sleeping giant: Europe as a global software competitor | McKinsey & Company | Designing  service | Scoop.it
Software has an obvious home in the world of IT, and US tech firms are the most visible. Yet it’s increasingly critical to production and manufacturing--which gives Europe the opportunity to be a global software contender.
Via ronald scherpenisse
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From Game Design to Service Design

This article presents and describes the development of the Gamification Service Framework, an IT artifact designed to solve a class of problems related to the service field: the gamification of services. The central aim is to provide a new tool for service designers to use game design concepts in their practices, by structuring services in an analogous way to games.

Via Benj112358
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Rescooped by Fred Zimny from The Marketing Technology Alert
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Data Driven Digital Marketing Data - Portent

Data Driven Digital Marketing Data - Portent | Designing  service | Scoop.it
Imagine your company with a truly data driven marketing program. What would that look like? Data flowing freely and purposefully between teams and campaigns.

Via marketingIO
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marketingIO's curator insight, May 18, 8:05 PM

CT for a bit of a background on where this important and necessary function is headed.

 

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

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Learning at the speed of business | McKinsey & Company

Learning at the speed of business | McKinsey & Company | Designing  service | Scoop.it
What digital means for the next generation of corporate academies.

Via Marketing Colleges
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Farid Mheir's curator insight, May 17, 9:16 AM

McKinsey has indeed started to focus recently on the digital enterprise and the new ways of doing business it brings. This paper is valuable as it says digital really transforms the business, not just provides a technology solution for a specific problem.

 

Moreover, a whole series on "grow fast or die slow" explores how businesses can learn from digital corporations and digital startups, to change the way they do business. Must read.

 

http://www.mckinsey.com/industries/high-tech/our-insights/grow-fast 

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How E-commerce Sites can Prevent Pogosticking | SEJ

How E-commerce Sites can Prevent Pogosticking | SEJ | Designing  service | Scoop.it
Are your customers pogosticking from one page to another? Here's how your e-commerce site can easily maximize conversion rate.
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SEJ Annual Report: State of Digital Marketing 2016 | SEJ

SEJ Annual Report: State of Digital Marketing 2016 | SEJ | Designing  service | Scoop.it
Last November, we asked you to take Search Engine Journal's first annual digital marketing survey. And the results are in!
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Pierre Winkel's curator insight, May 26, 9:12 AM
A la Banque Privée 1818, nous nous sommes concentré sur le marketing content depuis le début de l'année. A découvrir sur notre site www.banqueprivee1818.com.

Rescooped by Fred Zimny from Relationships
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Like 2 Phones Passing in the Night: How to Fire Up Any Relationship

Like 2 Phones Passing in the Night: How to Fire Up Any Relationship | Designing  service | Scoop.it
Why do we prefer to text or email instead of calling people? Sure it is easier, but how does it impact our relationships in the long run?

Via Ari Sytner
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Rescooped by Fred Zimny from Customer Service: Aussen fächern-innen bündeln
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The Global State of Customer Experience 2016 

The Global State of Customer Experience 2016  | Designing  service | Scoop.it
This in-depth research report written by CX Network looks at the key customer experience trends, challenges and investments for the next 12 –18 months and the

Via Michael Sabah, Harald Henn
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Which Digital Technologies best support customer acquisition? [Chart of the Day] - Smart Insights Digital Marketing Advice

Which Digital Technologies best support customer acquisition? [Chart of the Day] - Smart Insights Digital Marketing Advice | Designing  service | Scoop.it
What do C-suite level managers think drives their growth? In our new Chart of the Day feature, we  will share insights to inform your approach to digital m. Marketing topic(s):Managing marketing technology. Advice by Robert Allen.
Via France Creative
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Report: Ignore Customers on Social at Your Own Peril

Report: Ignore Customers on Social at Your Own Peril | Designing  service | Scoop.it
Customers are adopting a "social-first" customer-service mentality. Unfortunately, brands are slow to respond, if at all.
Via Érica Ariano
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Rescooped by Fred Zimny from Customer Service: Aussen fächern-innen bündeln
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Selecting the Right Customer Loyalty Measures for your CX Efforts

Selecting the Right Customer Loyalty Measures for your CX Efforts | Designing  service | Scoop.it
Customer loyalty plays a key role in any customer experience management program.
Via Journifica, Harald Henn
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Roberto Nocera's curator insight, May 27, 4:38 AM

Customer Loyalty measurement approach #cxm #loyalty

Rescooped by Fred Zimny from Business DNA (Design-Thinking)
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HfS Webinar: Why Design Thinking Can Save the Services Industry From Obsolescence

HfS Webinar: Why Design Thinking Can Save the Services Industry From Obsolescence | Designing  service | Scoop.it
Design Thinking can help service providers and buyers step outside the current processes and engagements and shift the impact of outsourcing.
Via A. Kosuke
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Raquel Oliveira's curator insight, May 27, 7:49 PM

Por que Design Thinking pode salvar a indústria de serviços da obsolescência?

 

#avancee

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How technology will change the future of work

How technology will change the future of work | Designing  service | Scoop.it
How many of us can say, with certainty, what jobs we would choose if we were kids today?

Via Torsten Fell
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Becoming a better business technologist | McKinsey & Company

Becoming a better business technologist | McKinsey & Company | Designing  service | Scoop.it


There’s no silver bullet, but success requires being able to identify technologies, understand their implications, and deploy them in an effective, structured way in your organization.

Successful business technologists need more than pure technical skill: they must know how to solve strategic and operational problems in an integrated way, across multiple technology domains. In this episode of the McKinsey Podcast, principal James Kaplan talks with McKinsey’s Luke Collins about the skills companies are seeking from business technologists and how to acquire them, expanding on the themes identified in his article “Ten books to make you a better business technologist.” An edited transcript of their conversation follows.

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Why a Klout score may be an appropriate marketing metric ...

Why a Klout score may be an appropriate marketing metric ... | Designing  service | Scoop.it
[…] Klout has attracted it share of critics but it is also an undoubtedly useful tool for businesses trying to achieve a culture of content creation […]
Via Rami Kantari
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A (more) complete picture of Design

A (more) complete picture of Design | Designing  service | Scoop.it
In the last 15 years, design education has dramatically changed. Generally speaking, at the beginning of 2000s, design education was pretty much the job of art and design schools, and mostly had a learning-by-doing approach, involving hands-on studio-based assignments. It was rare to find a design course heavy on "lecture" format classes, unpacking the design process, or…

Via Rosário Durão
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Successful CIOs Are Evolving Into Digital Marketing Heroes

Successful CIOs Are Evolving Into Digital Marketing Heroes | Designing  service | Scoop.it
Career Management - Today's successful CIOs are very different from their predecessors. CIOs now play leading roles in considering, designing, and actualizing effective digital platforms.
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The role of artificial intelligence in customer communications

The role of artificial intelligence in customer communications | Designing  service | Scoop.it
Artificial Intelligence has been prominent in tech news recently, and was a hot topic at SXSW.
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Digital in 2016

We Are Social's comprehensive new Digital in 2016 report presents internet, social media, and mobile usage statistics and trends from all over the world. It co…
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Rescooped by Fred Zimny from Relationships
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Like 2 Phones Passing in the Night: How to Fire Up Any Relationship

Like 2 Phones Passing in the Night: How to Fire Up Any Relationship | Designing  service | Scoop.it
Why do we prefer to text or email instead of calling people? Sure it is easier, but how does it impact our relationships in the long run?

Via Ari Sytner
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Rescooped by Fred Zimny from UXploration
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Fundamentals of mapping experiences

Fundamentals of mapping experiences | Designing  service | Scoop.it
Learn the basics—touchpoints, moments of truth, and jobs to be done—and study examples of successful user experiences.

Via Mario K. Sakata
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David Hain's curator insight, May 14, 6:25 AM

Mapping - a practical collaboration tool with a team building twist!