Designing service
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Six benefits of combining digital data with traditional CRM to enhance the customer experience

Six benefits of combining digital data with traditional CRM to enhance the customer experience | Designing  service | Scoop.it
Putting the customer at the heart of your organisation’s strategy has long been the elixir to business success. It seems obvious, doesn’t it, especially as we’ve had CRM systems in place for more than 10 years now?
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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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Understanding the Customer Technology Stack 2.0 - Prof

Understanding the Customer Technology Stack 2.0 - Prof | Designing  service | Scoop.it
Six broad categories have emerged over the last decade in response to specific needs.

The broadest category in the customer technology stack is Customer Relationship Management (CRM). Customer Communication solutions simplify conversations between vendors and customers, and make it easier to communicate. Customer Satisfaction solutions enable companies to get answers to specific questions. Customer Experience solutions are a more focused variant of the previous category. They take the pulse of customers and objectively capture their experience with a product or service. They are typically embedded within the product and emphasize simplicity and ease of use over detail.Customer Loyalty solutions make it easier for companies to reward their customers for specific actions that they perform. The newest category on the block, Customer Success, has significant new investments and has been featured in Mary Meeker's 2015 Internet Trends Report as one of the disruptive new enterprise technologies to watch. 

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marketingIO's curator insight, July 26, 9:52 PM

I buy into this far more than just CX, as these tools come with built-in analytics. I just don't know how to reconcile with the marketing stack.

 

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

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86% of Marketers Will Own the Customer Experience by 2020 – Here’s What You Need to Know

86% of Marketers Will Own the Customer Experience by 2020 – Here’s What You Need to Know | Designing  service | Scoop.it
86% of marketers say they will own the end-to-end customer experience by 2020, meaning that they will become responsible for the entire customer journey.
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Implementing Digital Architecture | thoughtleadership.liquidhub.com

Implementing Digital Architecture | thoughtleadership.liquidhub.com | Designing  service | Scoop.it

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CMO Survey: Which Emerging Technology Will Transform the Customer Experience?

CMO Survey: Which Emerging Technology Will Transform the Customer Experience? | Designing  service | Scoop.it
Marketing Strategy - Senior marketers say Big Data is the emerging technology that will have the biggest impact on the customer experience, according to recent research from the CMO Council and SAP Hybris.

Via Russ Merz, Ph.D.
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Russ Merz, Ph.D.'s curator insight, July 20, 1:15 PM
What emerging technologies do you think will impact customer experience the most? See how global senior marketing execs ranked them in this survey report.
Mohamed Amine Lakaab's curator insight, July 21, 5:01 AM
Big Data driven engagements & intelligence (smart recommendations, marketing automation) are the future !
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Something has happened for the first time ever in the US workforce

Something has happened for the first time ever in the US workforce | Designing  service | Scoop.it
A new report says that 11.5 million of the 11.6 million jobs in the US created during the post-2008 recovery went to workers with at least some college education.

Via Marc Wachtfogel, Ph.D.
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Our global institutions are not fit for purpose. It’s time for reform

Our global institutions are not fit for purpose. It’s time for reform | Designing  service | Scoop.it
The Brexit vote and the candidacy of Donald Trump are not exceptional developments. They are symptoms of a wider global phenomenon – a pervasive distrust in the political class, an expression of alienation and anger by those who have been bypassed by globalization, and an awareness that our institutions, designed in the 20th century, are not fit for purpose, that is to say, they cannot address the problems of the 21st century.

The paradox is that at the very moment when we need to construct the building blocks of global governance, institutions like the European Union and the United Nations are under attack from the rising tide of populism and xenophobia.

Via David Hain
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David Hain's curator insight, July 15, 4:44 AM

There has never been a greater need for developing common purpose! We are surely at a bifurcation point!

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Introducing the "Influencer Marketing Technology Landscape" - Marketing Land

Introducing the "Influencer Marketing Technology Landscape" - Marketing Land | Designing  service | Scoop.it

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marketingIO's curator insight, July 15, 1:57 PM

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Executive’s Guide to Customer Experience

Executive’s Guide to Customer Experience | Designing  service | Scoop.it
Do you want to improve your organization's customer experience? It takes more than making some superficial changes. This page will help executives understand what it takes to create significant, sustainable improvements. Start by watching this three minute video. It explains that customer experience is a reflection of the company's culture and operating processes, which means the sustainable improvements will…

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Orlando Delgado's curator insight, July 13, 7:16 AM
The customer experience is the key...
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CMOs, Your Role Is Evolving . . . Are You Keeping Up? - Forrester

CMOs, Your Role Is Evolving . . . Are You Keeping Up? - Forrester | Designing  service | Scoop.it
The research clearly shows that evolved CMOs who commit to understanding customers and to driving that philosophy throughout the organization are those who can take charge in the C-suite. Here’s how:

●     Act as a true business leader on par with C-suite peers. CMOs are moving beyond brand, communications, and marketing execution to better quantify the impact of marketing’s work in business terms. Tasked with delivering against profit-and-loss metrics, our survey results show that CMOs are increasingly partnering with their peers to drive business and brand results. 

●     Assume responsibility for firmwide customer experience. Evolved CMOs recognize that delivering on the brand promise means ensuring that all customer experiences align to a common brand vision. With this in mind, not surprising is that two-thirds of CMOs tell us that they now have responsibility for CX, and 44% would like to further grow their influence in customer experience.

●     Prepare the organization for digital disruption. Forty-two percent of CMOs recognize the importance of building strong peer relationships with the head of product and research and development to build an innovation pipeline that helps the enterprise prepare for and respond to digital disruption.

●     Enhance influence into transformative areas of the company. As they get comfortable with their expanded CX responsibilities, evolved CMOs are eager for even more influence in their firms’ transformation. Our survey results show that 18% seek greater involvement in business strategy 18% while 12% focused on business unit/P&L strategy.

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marketingIO's curator insight, July 6, 9:15 PM

You'll need to CT to get the full flavor. Just don't get charmed by CX.

 

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

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The Fourth Industrial Revolution: what it means and how to respond

The Fourth Industrial Revolution: what it means and how to respond | Designing  service | Scoop.it
We stand on the brink of a technological revolution that will fundamentally alter the way we live, work, and relate to one another. In its scale, scope, and complexity, th

Via Peter Thompson
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Peter Thompson's curator insight, July 7, 4:38 AM
The World Economic Forums view on the disruption facing virtually every industry. Sections on the impact on Business, Government & People.
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Five questions boards should ask about IT in a digital world | McKinsey & Company

Five questions boards should ask about IT in a digital world | McKinsey & Company | Designing  service | Scoop.it
In our experience, board directors are more likely to gain such fluency if they routinely ask these five critical questions relating to the IT organization’s performance: To what degree does technology permit core business activities to happen? What value is the business getting from its most important IT projects? How long does it take the…
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The potential impact of Brexit on advertising regulation - Committee of Advertising Practice

The potential impact of Brexit on advertising regulation - Committee of Advertising Practice | Designing  service | Scoop.it

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The Paperless Office 101: Making a Seamless Conversion to Digital | Sustainable Brands

The Paperless Office 101: Making a Seamless Conversion to Digital | Sustainable Brands | Designing  service | Scoop.it
It is not easy to convert an office to paperless practices; what stops the process in most firms is inertia at the institutional level.
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Why We All Need Design Thinking

Why We All Need Design Thinking | Designing  service | Scoop.it

Rather than being a creative activity, problem-solving sessions for many businesses are nothing more than an exercise in analytics.


Via Eric_Determined / Eric Silverstein, Rosário Durão
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Astrid F. Kowlessar's curator insight, July 25, 8:10 PM

By meeting customer needs through creative problem solving, technological possibilities, and consumer-based strategies, it's possible for any company in any industry to excel.

 

Here are key reasons you need to consider Design Thinking:

 

Design Thinkers Are Problem Solvers

Design Thinking Leads To Innovation

Leaders Should Be Design Thinkers

Cross-Functional Training Leads To Design Maturity

 

Are you ready to embrace Design Thinking to stay competitive in today's fast-moving business and consumer driven climate?

 

tonnytran's comment, July 25, 10:46 PM
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AcrobaticDesigns's curator insight, July 26, 12:35 AM
#DesignThinking: here creativity takes over problem solving, leads to innovation which could benefit customer in the long run.
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Forrester 3 E's of Customer Experience

Forrester 3 E's of Customer Experience | Designing  service | Scoop.it

Emotions play an important role to the overall customer experience. Have you ever created an empathy map?


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Eric_Determined / Eric Silverstein's curator insight, July 24, 5:44 PM

Forrester's 3 E's:

 

1. Emotion

2. Effectiveness

3. Ease

 

How are you elevating the emotional connection between your brand and your customers?

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Surge in bot creation leads to rise of bot directories - VentureBeat

Surge in bot creation leads to rise of bot directories - VentureBeat | Designing  service | Scoop.it
Bots.directory covers all the messaging platforms mentioned above. It also supports filtering by categories. You choose a platform and category and the bots will be sorted by the defined parameters.

BotFinder is another chatbot store. Apart from the abovementioned platforms, it also includes Skype bots.

BotPages offers a long list of bots that work with the most popular messaging platforms including Twitter, WhatsApp, Viber, Line, and others.

Botlist provides bots that fit every taste. In addition to the above platforms, it supports Android, iOS, email, SMS, and others. This means that the store is not limited to text messengers only, but spills over to bots that can function far beyond what you can do in a chat.

Telegram Bot Store offers a variety of bots for its platform. You can sort them by categories, looking at recently added bots, the best new bots, or the bots that are at the top of the charts.

Via marketingIO
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marketingIO's curator insight, July 20, 7:07 PM

Directories where you can find bots, and where you can make bots available.

 

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

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How marketers can use new tech to deliver meaningful brand experiences

How marketers can use new tech to deliver meaningful brand experiences | Designing  service | Scoop.it
According to the Future of Experience report by Adobe, produced in collaboration with Goldsmiths, the customer journey no longer exists.Instead of concentrating on the traditional path to purchase, brands need to consider the customer’s experience as a whole. And to truly connect, this experience must be meaningful.That's easier said than done, so here's a look at five ways in which the report suggests brands can create meaningful experiences.
Via Brian Yanish - MarketingHits.com
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Raise the Bar on Customer Experience with Maturity Models

Raise the Bar on Customer Experience with Maturity Models | Designing  service | Scoop.it
Gone are the days when a brand could get away with a mobile experience that's a miniaturized version of the desktop website. Gone too are the days when it was acceptable to forget a logged in customer

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Poor at 20, Poor for Life

Poor at 20, Poor for Life | Designing  service | Scoop.it
Overall, the probability of someone starting and ending their career in the same decile has gone up for every income rank. “For whatever reason, there was a path upward in the earnings distribution that has been blocked for some people, or is not as steep as it used to be,” Carr said.

Carr and Wiemers’ findings highlight a defining aspect of being middle class today, says Elisabeth Jacobs, the senior director for policy and academic programs at the Washington Center for Equitable Growth, the left-leaning think tank that published Carr and Wiemers’ paper. “If you’re in the middle, you’re stuck in the middle, which means there’s less space for others to move into the middle,” she said. “That suggests there’s just a whole bunch of insecurity going on in terms of what it means to be a worker. You can’t educate your way up.”

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David Hain's curator insight, July 15, 4:37 AM

This s depressing news, and likely, in part, for the rise of Trump and the vote for Brexit. Much todo!

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The Marketing Stacks from 10,000 Most Popular Websites in the World - Datanyze

The Marketing Stacks from 10,000 Most Popular Websites in the World - Datanyze | Designing  service | Scoop.it

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marketingIO's curator insight, July 13, 8:27 PM

Tremendous insight. Granted it's across the board, but you get the picture.

 

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

VoiceOfFriends's curator insight, July 15, 3:09 AM
Share your insight
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Are chatbots faster than a Google search? This designer says ‘no way’

Are chatbots faster than a Google search? This designer says ‘no way’ | Designing  service | Scoop.it
One of the issues facing chatbot developers, one which is particularly important given how popular some of the existing bots are and the number of bots already on Facebook Messenger, is that their bots will also have to compete directly with Google. This is a two-pronged problem. The first prong is that Google is making its own messaging apps with its own chatbot. The search giant already has a lock on making artificial intelligence work for everyday people, drivers, and smartphone users, so this move makes a lot of sense. The other prong is Google’s claim on simple search. Users are sophisticated enough these days to know that they can search for “movie” to get instant showtimes or search for “fuel prices” to get results without much effort.

Via THE *OFFICIAL ANDREASCY*, Jenne, malek
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THE *OFFICIAL ANDREASCY*'s curator insight, July 11, 4:58 AM

But what if Google made a chatbot?

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How Italian And Spanish Startups Are Taking Advantage Of European Funding And Innovation Programs - Forbes

How Italian And Spanish Startups Are Taking Advantage Of European Funding And Innovation Programs - Forbes | Designing  service | Scoop.it
Unemployment rates in Spain and Italy have improved in recent months, but are still among the highest in the eurozone: 19.8% and 11.5% respectively in May, according to the latest Eurostat data. Youth unemployment is also definitely significant in those countries (43.9% and 36.9%), suggesting that the younger generations are [...]

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Digital Marketing: How to Get Ahead of the Competition

Digital Marketing: How to Get Ahead of the Competition | Designing  service | Scoop.it
Digital marketing isn’t just a way to do business; it is the way to do business for any B2B sales organisation. We all know that digital marketing is necessary for your organisation, but in reality…
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tecknicalsuport's comment, July 7, 4:17 AM
good
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Forrester: Differentiate through business technology (report download after registration)

Forrester: Differentiate through business technology (report download after registration) | Designing  service | Scoop.it
Technology is not just about technology anymore. Technology is now about driving growth — it is about harnessing data and digital to anticipate and delight your customers. It is about staying ahead of rapidly evolving customer expectations and digital disruptors bent on destroying your hard-won customer relationships. It is about using technology to win your…
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Tips to Design a Strategy for Successful Digital Marketing in 2016

Tips to Design a Strategy for Successful Digital Marketing in 2016 | Designing  service | Scoop.it
Traditional marketing is making a shift toward digital and the trend is getting stronger every year. According to premier research agencies, digital ad spending will overtake ad spending on traditional media such as TV etc. in 2017. So, the next year the total ad spend by the businesses on TV ads and Internet ads would be around $72 billion and $77 respectively – which clearly sends the message that we are heading towards “a digital future”.

Via Brian Yanish - MarketingHits.com
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