Designing service
329.3K views | +7 today
Follow
 
Rescooped by Fred Zimny from UUSI
onto Designing service
Scoop.it!

Digitizing the consumer decision journey

Digitizing the consumer decision journey | Designing  service | Scoop.it
In a world where physical and virtual environments are rapidly converging, companies need to meet customer needs anytime, anywhere. Here’s how.

Via ronald scherpenisse
more...
No comment yet.
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).  
Curated by Fred Zimny
Your new post is loading...
Your new post is loading...
Scooped by Fred Zimny
Scoop.it!

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 

 

 

 

 



more...
Sneaky's comment, June 25, 2015 10:42 AM
super article
Rescooped by Fred Zimny from Business DNA (Design-Thinking)
Scoop.it!

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
more...
No comment yet.
Rescooped by Fred Zimny from Digitale Business Transformation
Scoop.it!

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
more...
No comment yet.
Scooped by Fred Zimny
Scoop.it!

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.

more...
No comment yet.
Rescooped by Fred Zimny from Extreme Social
Scoop.it!

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
more...
No comment yet.
Rescooped by Fred Zimny from Professional Communication
Scoop.it!

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
more...
No comment yet.
Scooped by Fred Zimny
Scoop.it!

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.
more...
No comment yet.
Scooped by Fred Zimny
Scoop.it!

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.
more...
No comment yet.
Scooped by Fred Zimny
Scoop.it!

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…
more...
No comment yet.
Rescooped by Fred Zimny from Relationships
Scoop.it!

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
more...
No comment yet.
Rescooped by Fred Zimny from UXploration
Scoop.it!

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
more...
David Hain's curator insight, May 14, 6:25 AM

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

Rescooped by Fred Zimny from Service Design, User Experience, Customer Satisfaction and many more
Scoop.it!

Content Strategy in Service Design

Content Strategy in Service Design | Designing  service | Scoop.it
Yes, we said it: The two need each other. Even at the risk of sounding a bit cheesy, this is what we believe at Fjord. Considering the two disciplines are both focused on designing for the frontstage and backstage – coupled with the fact that we believe content is inherent in any service experience – it seems silly to not talk about them in the context of a symbiotic relationship.

Via Benj112358
more...
No comment yet.
Rescooped by Fred Zimny from Content Creation, Curation, Management
Scoop.it!

Adobe Livefyre Deal Underscores High Demand for Content Across All Marketing Disciplines - Gartner

Adobe Livefyre Deal Underscores High Demand for Content Across All Marketing Disciplines - Gartner | Designing  service | Scoop.it
How does Adobe’s acquisition position them in terms of meeting a marketing teams’ total content needs?

Creation — Original rendering of text, videos, images, infographics and e-books, for example. Creative Cloud is Adobe’s solution to this core marketing problem and has afforded them historical access to the design-minded marketer. Growing linkages between the creative and marketing cloud bode well for a unified approach to creation.Curation — Discovery, acquisition, organization and annotation of third-party content. The Livefyre acquisition adds these capabilities to the company’s arsenal from a UGC standpoint – but leaves room for the addition of common freelancer or vendor sourced content workflow features. The stated intention to integrate Livefyre into Adobe Experience Manager should provide marketers a seamless way to onboard UGC into a variety of publishing outlets and marketing channels.Cultivation — Invitation to the community to contribute content on your behalf. Lack of direct community management capability could be a gap, however many marketers use social tools to engage and invite their communities to participate on each respective channel, then using tools like Livefyre to aggregate and publish derivative works (e.g. Facebook, Instagram, Pinterest).

Via marketingIO, massimo facchinetti
more...
marketingIO's curator insight, May 9, 10:29 AM

marketingIO: One Source for All Marketing Technology Challenges. See our solutions.  

Rescooped by Fred Zimny from digital marketing strategy
Scoop.it!

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
more...
No comment yet.
Rescooped by Fred Zimny from Content Creation, Curation, Management
Scoop.it!

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
more...
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.
Rescooped by Fred Zimny from UUSI
Scoop.it!

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
more...
No comment yet.
Rescooped by Fred Zimny from Service Science Litterature
Scoop.it!

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
more...
No comment yet.
Rescooped by Fred Zimny from The Marketing Technology Alert
Scoop.it!

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
more...
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  

Rescooped by Fred Zimny from Cambridge Marketing Review
Scoop.it!

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
more...
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 

Scooped by Fred Zimny
Scoop.it!

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.
more...
No comment yet.
Scooped by Fred Zimny
Scoop.it!

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!
more...
No comment yet.
Rescooped by Fred Zimny from Relationships
Scoop.it!

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
more...
No comment yet.
Rescooped by Fred Zimny from Customer Service: Aussen fächern-innen bündeln
Scoop.it!

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
more...
No comment yet.
Rescooped by Fred Zimny from The Marketing Technology Alert
Scoop.it!

How Should You Calculate Customer Lifetime Value? - Sloan Review

How Should You Calculate Customer Lifetime Value? - Sloan Review | Designing  service | Scoop.it
Many marketers persist in subtracting acquisition costs before reporting CLV, which results in several ongoing problems. The majority of marketers we surveyed thought that customers with the same value going forward had the same CLV. However, this is not true when acquisition costs are subtracted from CLV before CLV is reported. A highly profitable customer can appear to have the same value as a less profitable customer if the highly profitable customer cost more to acquire.

Most marketers we surveyed also thought that you could calculate the financial value of a company’s customers by adding up the individual CLVs. However, this is not true if acquisition costs are subtracted before reporting CLV. When subtracting acquisition costs before reporting CLV, you do not report the current value of the company’s customers but their value less acquisition cost. To see why this matters, it helps to draw a parallel with other (noncustomer) company assets. Imagine that a company is selling an old machine. In this scenario, the company’s managers would expect to receive the machine’s current value, not the current value less what the company paid to buy the machine when new.

Via marketingIO
more...
marketingIO's curator insight, May 13, 11:51 AM

marketingIO: One Source for All Marketing Technology Challenges. See our solutions.  

Farid Mheir's curator insight, May 16, 9:17 PM

Very good explanation of the CLV and its calculation.

Rescooped by Fred Zimny from Humanizing Business
Scoop.it!

What drives Workplace Happiness? A Survey of 200,000 People

What drives Workplace Happiness? A Survey of 200,000 People | Designing  service | Scoop.it
One of the central tenets in Positive Psychology is "Other People Matter!” – coined by the late Prof. Chris Peterson. This is also true for the workplace. Hell may be other people, as Sartre famously said. But they are also heaven if companies manage to create asshole-free offices. I recently stumbled upon a study carried…

Via Nathalie Soeteman
more...
No comment yet.
Rescooped by Fred Zimny from Customer Experience
Scoop.it!

Should You Use Net Promoter Score as a Metric?

Should You Use Net Promoter Score as a Metric? | Designing  service | Scoop.it
Although the simplicity of net promoter score is appealing, the metric has limited support from academics.

Via CSL
more...
No comment yet.