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Five lessons I learned at Snook - Snook: We are the how

Five lessons I learned at Snook - Snook: We are the how | Designing  service | Scoop.it
Five lessons you need to learn when you are a service designer! http://t.co/zr2vrpOdwu #servicedesign #design via @wearesnook
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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
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…
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Level 3: Top Five #Digital Transformation Trends In Health Care

Level 3: Top Five #Digital Transformation Trends In Health Care | Designing  service | Scoop.it
No one can dispute technology’s ability to enable us all to live longer, healthier lives. From surgical robots to “smart hospitals,” the digital transformation is revolutionizing patient care in new and exciting ways. That’s not all. National health expenditures in the United States accounted for $3.2 trillion in 2015 – nearly 18% of the country’s total…
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Directing #digitalisation guidelines for #boards and #executives

Directing #digitalisation guidelines for #boards and #executives | Designing  service | Scoop.it
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Forrester: US #Digital #Marketing Spend Will Near $120 Billion By 2021

Forrester: US #Digital #Marketing Spend Will Near $120 Billion By 2021 | Designing  service | Scoop.it
This time, the key finding from our research is that over the next five years, marketers will invest in quality over quantity. What does this mean specifically for digital marketing budgets? US digital marketing spend will near $120 billion by 2021. Investment in paid search, display advertising, social media advertising, online video advertising and email…
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The Washington Post: Retailers look past apps to the next frontier of digital shopping: Chatbots 

The Washington Post: Retailers look past apps to the next frontier of digital shopping: Chatbots  | Designing  service | Scoop.it
Artificial intelligence is being touted as a tool for addressing some of humanity’s most pressing problems, including climate change and cancer. But starting this week, you can put it to work for something a little more prosaic: ordering a hoagie.On Tuesday, Mastercard announced it has partnered with Subway and two other major merchants to launch “chatbots,” which are robots that simulate…
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Indeed, #UX Studies & App Redesigns You Shouldn’t Miss

Indeed, #UX Studies & App Redesigns You Shouldn’t Miss | Designing  service | Scoop.it
As product designers, we look around for ideas and inspiration. To make it easy for fellow designers, I gathered a list of case studies that have been done on several apps. These studies provide great insights on usability for different features. The list is sorted alphabetically. Don’t forget to bookmark this as I’ll continue adding…
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That essential: How #Service Companies Can Earn #Customer #Trust and Keep It

That essential: How #Service Companies Can Earn #Customer #Trust and Keep It | Designing  service | Scoop.it
Being perceived as unreliable or unfair is a sure way for a service company to lose the trust of its customers. I’ve learned that truth from 40 years of conducting research in the fields of services marketing, service quality, and health services. Read all: How Service Companies Can Earn Customer Trust and Keep It
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INSEAD Knowledge: A Framework for Driving #Digital #Transformation |

INSEAD Knowledge: A Framework for Driving #Digital #Transformation | | Designing  service | Scoop.it
Leading an organisation’s digital transformation requires simultaneously tackling three questions. With digital disruption no longer a question of “if” but “when”, CEOs are increasingly focused on transforming their organisations to reap the benefits, and meet the challenges brought by the successive waves of technological innovations. Over the last two decades, disruptions have taken various forms:…
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How Customer Behavior Can Be Used to Value Your Company

How Customer Behavior Can Be Used to Value Your Company | Designing  service | Scoop.it
Companies with non-contractual business models have a tough time predicting future customer activity, and subsequently using it as a measure of firm value. New Wharton research aims to determine what data can help. Source: How Customer Behavior Can Be Used to Value Your Company
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Improving Customer Experience Through Customer Data

Improving Customer Experience Through Customer Data | Designing  service | Scoop.it
Customer experience. User experience. Data and analytics. What do these things really have to do with improving the bottom line? Today, more and more companies are realizing that true competitive advantage lies in creating an engaging customer experience — one that is personal, fast, easy, and useful. The only problem: many companies are not quite…
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The New York Times: Imagining your #Retail Store of the Future

The New York Times: Imagining your #Retail Store of the Future | Designing  service | Scoop.it
What will the store of the future look like? Will we be served by fleets of gleaming robots, using built-in facial recognition technology to adjust each sales pitch to a person’s current mood or past spending preferences? Will there be voice-activated personal assistants, downloading the availability, color and fit of any and every garment to…
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Webinar Research Findings: Analytics as a Source of Business #Innovation #bigdata

Webinar Research Findings: Analytics as a Source of Business #Innovation #bigdata | Designing  service | Scoop.it
In this webinar, the authors of MIT Sloan Management Review ’s new research report, “ Analytics as a Source of Business Innovation ,” shared the findings and insights from their research into the changing landscape for companies looking to embed data and analytics into their strategies, processes, and operations. Register at the Source: Research Findings:…
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INSEAD Knowledge: When #Advertising is Just a Waste of Money

INSEAD Knowledge: When #Advertising is Just a Waste of Money | Designing  service | Scoop.it
Why so much repetition? Theory has it that consumer response to repetition follows an inverted-U shape. That is, initially, consumer response increases with repetition, as consumers learn about the brand, but then declines, as repeatedly watching a brand’s advertising becomes boring and irritating. The point at which additional exposure has a negative impact depends on the…
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Megan Miller’s Journey to #ServiceDesign

Megan Miller’s Journey to #ServiceDesign | Designing  service | Scoop.it
  One year ago I set out on a path to become a service designer. In my journey from pixels to product to service, I have developed a deeper understanding of what it means to be a designer, and what I carry with me as I transition into the landscape of business and leadership. In…
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Poster: Design is thinking made visual

Poster: Design is thinking made visual | Designing  service | Scoop.it
See on Scoop.it - Designing design thinking driven operations Design is thinking made visual. (Design is thinking made visual. http://t.co/a0416WBO5x) See on pinterest.com Photocredit: Cora Keegan for Lee Australia Fall 2013 Campaign | Photoshoot Related articles Service Design Thinking - Copy of Design Thinking: An Overview Service Design Thinking - Design Thinking: BMW Service Design Thinking…
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McKinsey & Company: Building #omnichannel excellence #custexp #digital

McKinsey & Company: Building #omnichannel excellence  #custexp #digital | Designing  service | Scoop.it
As consumers move more of their shopping online, consumer-goods companies need to meet service and efficiency challenges across multiple channels. That calls for a new approach to the supply chain. Competition in the consumer-goods sector has always been intense. Today, that competition is coming from a host of new directions. Retailers face competition from companies…
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What Generations X, Y and Z Want from #Work #Technology | INSEAD Knowledge

What Generations X, Y and Z Want from #Work #Technology | INSEAD Knowledge | Designing  service | Scoop.it
Future employees expect a seamless virtual office and new levels of flexibility. Only three percent of working professionals currently use any kind of virtual reality (VR) applications in their workplaces. But 30 percent say VR will revolutionise their work in the coming decade, according to the second part of a three-part study conducted by the…
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INSEAD Knowledge: 11 Leadership Guidelines for the #Digital Age

INSEAD Knowledge: 11 Leadership Guidelines for the #Digital Age | Designing  service | Scoop.it
The old ways of running a company won’t cut it in a digital world. Ten years ago, when we would ask senior executives or company directors what “digital” meant to them, their response would usually be something related to social media. Today, it might be apps, Big Data, 3D printing, “the cloud” or another current…
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2017: word-of-mouth is arguably the most effective form of #marketing,

2017:  word-of-mouth is arguably the most effective form of #marketing, | Designing  service | Scoop.it
People like to share their experiences; make sure they’ve got positive ones to spread I was attending a conference last month and forgot my credit card at the hotel I’d been staying in. Upon finding it, the hotel concierge not only called to let me know, they also arranged for it to be delivered to…
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What Most Companies Miss About Customer Lifetime Value #clv #customermanagement

What Most Companies Miss About Customer Lifetime Value #clv #customermanagement | Designing  service | Scoop.it
For managers and marketers alike, the power to calculate what customers might be worth is alluring. That’s what makes customer lifetime value (CLV) so popular in so many industries. CLV brings both quantitative rigor and long-term perspective to customer acquisition and relationships. “Rather than thinking about how you can acquire a lot of customers and…
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Knowledge@Wharton Why the Best ‘Customer Journeys’ Place #Mobile at the Center #custexp

Knowledge@Wharton Why the Best ‘Customer Journeys’ Place #Mobile at the Center #custexp | Designing  service | Scoop.it
Industry leaders are transforming their businesses by making the user experience on mobile devices the center of their marketing strategies, according to this opinion piece by Gopi Kallayil, Google’s chief evangelist for brand marketing and Bhaskar Ramesh, head of industry, consumer packaged goods, India. The automobile industry has long thrived in a world where cars…
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Get Simpler, Stay Simpler 

Get Simpler, Stay Simpler  | Designing  service | Scoop.it
At Apple, Steve Jobs was famous for asking his deputies a simple question: “How many times did you say ‘no’ today?” By asking it, Jobs was sending a clear message to focus and take control. Jobs didn’t want leaders coming to him for sign-offs on every decision. He didn’t want them to be scared to…
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David W. Deeds's curator insight, April 23, 9:31 PM

Thanks to John Rudkin. 

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10 Principles for Leading the Next Industrial Revolution #disruption #digital

10 Principles for Leading the Next Industrial Revolution #disruption #digital | Designing  service | Scoop.it
It isn’t often that the broad infrastructure that underlies industrial civilization undergoes a dramatic transformation. But just such a change appears to be happening now. As sensors spread through factories and warehouses, software predicts the need for maintenance before it is manifest, power grids and loading docks become intelligent, and custom-designed parts are produced on…
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Bain & Company: How #Digital #Technology Supercharges Zero-Based #Redesign

Bain & Company: How #Digital #Technology Supercharges Zero-Based #Redesign | Designing  service | Scoop.it
Zero-based budgeting is back, and interest has never been higher. Companies that take this radical approach to budgeting can reawaken their ownership mindset and align resource allocations closer to strategic goals. Some go further, undertaking what we call zero-based redesign (ZBR), a blank-sheet approach that realigns the operating model, reengineers processes and workflows, and unlocks…
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McKinsey & Company: Design for #value and #growth in a new world #digital #disruption

McKinsey & Company: Design for #value and #growth in a new world #digital #disruption | Designing  service | Scoop.it
Customer choice has never been greater, so terrific design is essential for outstanding products and services—and to build lasting customer relationships. Because customers demand compelling experiences, successful companies create products with a “hook”—a certain look or unique features that meet customer desires and build brand loyalty. At a time when demand is restrained in many…
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