Designing service
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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).  
Curated by Fred Zimny
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How Customer Experience Management Can Improve Marketing Integration

How Customer Experience Management Can Improve Marketing Integration | Designing  service | Scoop.it
RT @smorris75: How Customer Experience Management Can Improve Marketing Integration http://t.co/kB43luEt5D via @cmo_com
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How To Design A Customer Experience Survey That Tells You What Customers (Honestly) Think Of Your Service

How To Design A Customer Experience Survey That Tells You What Customers (Honestly) Think Of Your Service | Designing  service | Scoop.it
How to design a survey to capture a clear view of your customers' experience and the quality of your customer service, whether you design it yourself or collaborate with a firm of customer experience consultants.
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The Future of Retail: 6 Ways the Cloud Will Reinvent the Sales Floor

The Future of Retail: 6 Ways the Cloud Will Reinvent the Sales Floor | Designing  service | Scoop.it
New systems can empower associates and managers to better manage inventory and boost profits.

Via The Mann Group
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Micro Content, Maxi Effect — How Shifts Toward Visual Content Will Impact Marketers

Micro Content, Maxi Effect — How Shifts Toward Visual Content Will Impact Marketers | Designing  service | Scoop.it

The written word seems to be on the decline, at least in the online space. Articles and white papers have morphed into blog posts and status updates. Hashtags, acronyms and emoticons stand in for sentences.


Via Russ Merz, Ph.D.
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Russ Merz, Ph.D.'s curator insight, March 18, 2014 11:42 PM

The increased usage of mobile devices is driving the move toward greater emphasis in visual #content by marketers. Allows for more efficient communications.

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Redefining the Customer Experience and the Customer Journey

Redefining the Customer Experience and the Customer Journey | Designing  service | Scoop.it
Avanade’s recent research found that 56% of enterprise customers pay more for a product because the customer experience was better than cheaper options.
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Service Design: Setting The Stage For The Consummate Experience

Service Design: Setting The Stage For The Consummate Experience | Designing  service | Scoop.it
Service design & Marketing - the same thing or different things? And how can we see the difference? The both creat great user experiences to.
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Temkin Group Defines Blueprint for Great Customer Experience in Complimentary eBook People-Centric Experience Design - The Business Journals

Temkin Group Defines Blueprint for Great Customer Experience in Complimentary eBook People-Centric Experience Design - The Business Journals | Designing  service | Scoop.it


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a (#EBooks Temkin Group Defines Blueprint for Great Customer Experience in Complimentary e...

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The High Price of Customer Satisfaction

The High Price of Customer Satisfaction | Designing  service | Scoop.it
Niche brands, such as the Five Guys chain of restaurants specializing in burgers and French fries, often have higher customer satisfaction levels than their larger mass-market competitors. Image courtesy of Flickr user mike fabio.
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The Everyday Bank Infographic

The Everyday Bank Infographic | Designing  service | Scoop.it
Banks must tune their ‘engine’ for the digital age by becoming an Everyday Indispensable Bank
Fred Zimny's insight:
How Digital is Revolutionizing Banking 
and the Customer Ecosystem

As the digital revolution drives changes in consumer behaviors and expectations, banks must become the indispensable Everyday Bank-positioned to fulfill their customers' financial and non-financial need

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5 Rules for Turning Data into Action for a Better Customer Experience

5 Rules for Turning Data into Action for a Better Customer Experience | Designing  service | Scoop.it
Transform your big data into insights to transform the customer experience into one that will delight your customers.

Via Rosetta Carrington Lue
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DESIGN THINKING AND METHOD « MindBlog

DESIGN THINKING AND METHOD « MindBlog | Designing  service | Scoop.it

How can a magic straw be a tool for Service Innovation? - Prototyping as a method in Service Design. Putting what we do not know into words can be a challenge, and can mean exposing on our blind spots.


Via A. Kosuke
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Report: Sharing is the New Buying, Winning in the Collaborative Economy | Web Strategy by Jeremiah Owyang | Digital Business

Report: Sharing is the New Buying, Winning in the Collaborative Economy | Web Strategy by Jeremiah Owyang | Digital Business | Designing  service | Scoop.it
RT @jowyang: Latest report on the Collaborative Economy: Links to reviews, and you can download yourself http://t.co/qLH9Nj9if2
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IBM's infographic The Customer-activated Enterpris Insights from the Global C-suite Study

IBM's infographic The Customer-activated Enterpris Insights from the Global C-suite Study | Designing  service | Scoop.it
Fred Zimny's insight:

In an era of abundant connectivity, endless information and ubiquitous digitization, the new economic equation favors transparency. More than half of CxOs expect to open up their enterprises – bringing down barriers to extend collaboration inside and outside. Their most radical shift may be a new view on what it means to collaborate with customers.

In fact, CEOs told us that customers come second only to the C-suite in terms of the strategic influence they wield. When asked, “Who has the most influence on your strategic vision and business strategy?” 55 percent of interviewed CEOs cited customers.

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Are Stores Becoming Commoditized?

Are Stores Becoming Commoditized? | Designing  service | Scoop.it
Are Stores Becoming Commoditized? : Gene Pressman, the grandson of the founder of the iconic New...
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The multi-challenge journey to multi-channel retail

The multi-challenge journey to multi-channel retail | Designing  service | Scoop.it
Research suggests that 55% of  retailers investments have been driven by customers already expecting mature omni-channel capabilities and the need to play catch-up with their competitors. But how many of them can actually deliver?
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6 ways to rethink corporate knowledge sharing

The quest to effectively share knowledge within a company is one that still appears elusive. How do you keep on top of your competitors’ developments? How do you monitor articles that mention your brand? How do you make sure your teams get the information they need to make decisions and to learn? 

While we never had more ways to disseminate intelligence and knowledge within companies, it's easy to feel overwhelmed so that we're still often perceiving a lack of communication in the corporate world.


Via Guillaume Decugis
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malek's curator insight, March 19, 2014 10:22 AM

How to move from knowledge hoarding to knowledge sharing in  organizations?

José Antônio Carlos - O Professor Pepe's curator insight, March 19, 2014 10:54 AM

O uso da curadoria para auxiliar a gestão do conhecimento corporativo.

Terry Yelmene's curator insight, March 20, 2014 8:05 AM

This is a simple breakdown of the problem-prospective solution mechanics involved in organizational information sharing - nice!

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Dan Saffer: How to Lie With Design Thinking

Interaction Designer and Author of Designing for Interaction and Designing Gestural Interfaces.
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Las 6 W's del Service Design

Las 6 W's del Service Design | Designing  service | Scoop.it
Service design: What, why, who, how, when, where (En mi delicious... Las 6 W's del Service Design: http://t.co/QZNbLS6JgS)
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Customer Experience Matrix: Marketing Automatio...

Customer Experience Matrix: Marketing Automatio... | Designing  service | Scoop.it
Intermediate/ Excerpt... The results are open to interpretation but one figure jumped out at me: 25.9% of the respondents cited “missing needed features” as a top-three challenge in successfully using their systems.
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What Unhappy Customers Want

What Unhappy Customers Want | Designing  service | Scoop.it
When Apple customers have problems with products, employees working in stores’ Genius Bars provide the kind of efficient, expert guidance that many customers like. Image courtesy of Flickr user DaveMN.
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From the Editor: How Important Is the Customer’s Voice?

From the Editor: How Important Is the Customer’s Voice? | Designing  service | Scoop.it
Facebook founder and CEO Mark Zuckerberg attracted media attention when he wore an informal hooded sweatshirt to a meeting with investors.
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10 things I hate about narrow CIO vs. CMO arguments

10 things I hate about narrow CIO vs. CMO arguments | Designing  service | Scoop.it
Last night, Vala Afshar and Michael Krigsman announced on Twitter that I would be their guest on CxO Talk show this Friday. A harmless enough promotional tweet, I thought.
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Only 28% Brands Can Measure Content Marketing ROI

Only 28% Brands Can Measure Content Marketing ROI | Designing  service | Scoop.it

Almost two-thirds (63 per cent) of brands now have a dedicated content marketing budget, research from Bite has found, with 43 per cent of those surveyed saying content marketing was a board priority for their company


Via John van den Brink
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Martin (Marty) Smith's curator insight, March 17, 2014 8:59 PM

Yep, this infographic sounds and feels right to me. Fact I was surprised it was as high as a third :). Marty

Tim Mustill's curator insight, March 18, 2014 6:16 AM

No worse than print media imho!

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Service Dominant Logic in 10 do's and don'ts

Service Dominant Logic in 10 do's and don'ts | Designing  service | Scoop.it
Service Dominant Logic (SDL) is one of the most significant vision of the future of marketing and strategy of the last 10 years. Its basic premises is that all economies are service economies and m...
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Notes from the New Normal – 17th March | NEXT Berlin

Notes from the New Normal – 17th March | NEXT Berlin | Designing  service | Scoop.it
Leading. European. Digital (Teenagers with multiple online identities, a digital bill of rights, iBeacons and robot fish - this is the #newnormal http://t.co/xuVYyzOgc9)...
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