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,  just do it. You can follow this me on Facebook, Pinterest, Twitter and my blog via email and RSS. It is up to you! In case you are interested to connect on linkedin, please feel free to do so.
Curated by Fred Zimny
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Creative People Say No

Creative People Say No | Designing  service | Scoop.it
A Hungarian psychology professor once wrote to famous creators asking them to be interviewed for a book he was writing.
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Free Gartner Research: Digital Marketing Transit Map

Free Gartner Research: Digital Marketing Transit Map | Designing  service | Scoop.it
Navigate the #digitalmarketing landscape with this free map from @Gartner_inc http://gtnr.it/14I0qh7

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The New Model for Innovation Is Social -- and Mobile: But Are Companies Ready? - Knowledge@Wharton

The New Model for Innovation Is Social -- and Mobile: But Are Companies Ready? - Knowledge@Wharton | Designing  service | Scoop.it
The New Model for Innovation Is Social -- and Mobile: But Are Companies Ready? by Knowledge@Wharton, the online business journal of the Wharton School.

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Marketing Analytics Drives the “New Four Ps”- Rand Schulman

Marketing Analytics Drives the “New Four Ps”- Rand Schulman | Designing  service | Scoop.it
Remember the old marketing Four Ps: product, promotion, place and price? Well, there’s a new set of Four Ps today: people, process, purpose and platform.
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CMOs Lack Knowledge To Measure Customer Experience - MediaPost Communications

CMOs Lack Knowledge To Measure Customer Experience - MediaPost Communications | Designing  service | Scoop.it
CMOs Lack Knowledge To Measure Customer Experience
MediaPost Communications
Once the domain of sales business units, the responsibility of the customer experience continues to migrate to marketing.
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The Highs and Lows of “Design Thinking”

The Highs and Lows of “Design Thinking” | Designing  service | Scoop.it
The buzzword going around these days is “Design Thinking.” Management just got a hold of its latest “holy grail.” Training programs are slowly popping up all over the place. The top American business schools seem to have ...

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Adapt or Lose: The New Face of the Contact Center Customer

Adapt or Lose: The New Face of the Contact Center Customer | Designing  service | Scoop.it
Boy has the world changed since 1995!  Every aspect of the customer experience from marketing and sales to customer service and support has been turned on its head.  Customer experience has changed...

Via Rosetta Carrington Lue
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No. 1 Position in Google Gets 33% of Search Traffic [Study]

No. 1 Position in Google Gets 33% of Search Traffic [Study] | Designing  service | Scoop.it

New data from online ad network Chitika looks at organic search rankings relative to traffic, and shows the importance of being on top in order to get the most clicks. This is the latest study to demonstrate the huge power of Page 1, Position 1.

 

Find Out More: http://searchenginewatch.com/article/2276184/No.-1-Position-in-Google-Gets-33-of-Search-Traffic-Study


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Brent Baltzer's curator insight, June 21, 2013 10:49 AM

New data that, again, shows the advantage of ranking number one for a search query.

Josie's curator insight, June 25, 2013 8:21 AM

Definitely worth knowing!

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How to keep up to date on UX Design

How to keep up to date on UX Design | Designing  service | Scoop.it
Links, blogs, books, podcasts and other useful tools to keep updated about what's happening in the amazing realm of User Experience Design.

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Study: Marketers struggle with customer mobile experiences - BtoB Magazine

Study: Marketers struggle with customer mobile experiences - BtoB Magazine | Designing  service | Scoop.it
Study: Marketers struggle with customer mobile experiences BtoB Magazine Armonk, N.Y.—While marketers say mobile is critical to their business objectives, two-thirds indicate they don't have a strong understanding of the mobile-user experience,...
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DMI Seminar: How to Build Great Internal Design Organizations

DMI Seminar: How to Build Great Internal Design Organizations | Designing  service | Scoop.it
Learn how to build a great internal design organization with @thomslockwood Chicago 9/26 & 27 - http://t.co/s7EX6N0Sin
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7 Marketing Lessons from Eye-Tracking Studies #CRO

7 Marketing Lessons from Eye-Tracking Studies #CRO | Designing  service | Scoop.it
Today we’re going to go over 7 important eye-tracking studies that give a sneak peek into common browsing patterns and elements of human behavior that all marketers need to know.
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Gartner's mind-blowing digital marketing transit map - Chief Marketing Technologist

Gartner's mind-blowing digital marketing transit map - Chief Marketing Technologist | Designing  service | Scoop.it
In the competition for the best visualization of the kaleidescopic marketing technology space — other entries include my marketing technology landscape from last year and the marketing technology LUMAscape from last month — I'd say...
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Institute of Customer Service - Supermarkets need to re-evaluate their value proposition to re-connect with customers

Institute of Customer Service - Supermarkets need to re-evaluate their value proposition to re-connect with customers | Designing  service | Scoop.it
The Institute of Customer Service is the professional body for customer service. Our main purpose is to lead customer service performance and professionalism.

Via Simon Raistrick, Ruud Verduin
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Ruud Verduin's curator insight, June 21, 2013 4:04 AM

Kort artikel dat de uitdaging voor supermarkten om een heldere waardepropositie te kiezen beschrijft. Ga je voor service of voor lage prijzen? Of probeer je allebei te doen en raak je 'stuck in the middle'?!

Jean-Michel Franco's curator insight, June 22, 2013 5:44 AM

Interesting study: we see more and more industries being pressured by customers the need to re-connect their customers/consumers and drive loyalty. All companies that compete with Amazon are an exemple, and Leisure and hospitability are another one (eg: the recent management shakeout at Accor Hotels)

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Newest Survey Reveals 70% of Employees are Disengaged

Newest Survey Reveals 70% of Employees are Disengaged | Designing  service | Scoop.it
The latest numbers from Gallup’s survey of 150,000 workers are in: Fewer than 1 in 3 (30%) American workers are committed to the success of their organization and are engaged in their work. Over ha...

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#CannesLions 2013 - Beyond Technology: Designing for People with Bill Buxton

#CannesLions 2013 - Beyond Technology: Designing for People with Bill Buxton | Designing  service | Scoop.it
Solving technology complexity for consumers may require a shocking level of transformation in terms of how we innovate and create for the future. Bill Buxton, Principal Researcher at Microsoft Research, columnist...
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Survey highlights consequences of mobile shopping mishaps - Retail Customer Experience

Survey highlights consequences of mobile shopping mishaps - Retail Customer Experience | Designing  service | Scoop.it
Convenience Store Decisions Survey highlights consequences of mobile shopping mishaps Retail Customer Experience The Skava Consumer Mobile Shopping Survey found that the trend toward shopping on smartphones is growing, with 71 percent of smartphone...
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Emerging Enterprise Architecture Drives 10 Trends for 2013

Emerging Enterprise Architecture Drives 10 Trends for 2013 | Designing  service | Scoop.it
2013 Enterprise Architecture Forecast: Cloud is the undercurrent for unusual, transformative synergies

Via Paul Aneja - eTrends
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Paul Aneja - eTrends's curator insight, June 20, 2013 11:23 PM

Innovation continues to evolve with increasingly intertwined uses of Cloud, Mobile, Social/Collaborative technologies, Devices, and Services, in transformative ways that herald new ways of doing business.

 

Development of personal Cloud ecosystems, with a requirement to integrate multiple devices and their data based on individual user requirements. This will become increasingly urgent in 2013, and will have a variety of consequences, including the need to maintain some separation between business and personal device Clouds.
By YE2013, Personal Clouds will need to be integrated into IT management and security offerings, which will create new markets, and result in a re-adjustment of requirements for software and services meant to provide unified solutions.
 
Increased emphasis upon the Velocity Component in Big Data, resulting in a shift in emphasis from Hadoop – and from and concentration upon volume alone – toward a more complex vision. The increasing velocity of business will require changes to data warehousing, and it will definitely favor Cloud deployment.
By YE 2013, we will see widespread business reliance on real-time predicative analytics within and across business functions and operations in all industries – which in turn will create new and unexpected business opportunities for user firms, and for the providers enabling those opportunities.
 
Significant move by telcos into mobile SaaS provisioning, as has started to happen, with a few missteps. This is being tried around the world as a way for the telcos to gain more margin. Since they have greater control over mobile networks than over fixed ones, they have special leverage here. Currently, they lack sophistication in this area, but that is likely to be temporary. This goes along with increasing channels for marketing SaaS solutions.
By 2015, telcos grow their share of the mobile SaaS market by at least 15 percent.
  
Rapid Evolution of IT organizational processes, and therefore IT’s organizational responsibilities, roles, and influence, will occur as a result of widespread use of multiple emergent, shifting, and unstable enterprise Cloud ecosystems.  
By YE 2014, this evolution will require significant change in the roles and responsibilities of IT, while becoming a major cost center in at least thirty percent of large enterprises.
By YE 2013, we will also see the beginnings of this with a transition of traditional enterprise systems integration into business process integration.

 

Cloud platforms and software suite offerings will expand quickly and substantially along industry verticals as customers realize the business value of integrative, industry / vertically-optimized Cloud solutions.
By YE 2013, at least one-quarter of new business software will be acquired and delivered as industry / vertically-optimized solutions, including “suites” integrated from multiple vendors via a single Cloud platform.

 

Analytics will be increasingly woven into Cloud-based offerings.
By YE 2013, at least fifty percent of major Cloud-based business management software offerings will include integrated Analytics to provide insights into usage of the offering (for vendors) and insights into value of the offering (for users).

 

Adoption of mobile commerce will be governed mostly by social factors, similar to those that governed the adoption of Smart Cards, rather than by technological factors.
Through at least 2014, Mobile commerce will be primarily a user-driven innovation despite attempts of technology providers and participating businesses to shape its adoption and usage.

 

Mobility will catalyze better integration and interaction between IT and LOB leaders to a level not previously seen. This will happen partly because of Mobility’s massive scale of use, partly because of its promise to deliver benefit through integration with Cloud, Mobile, Social/Collaborative and Analytics, and in part because of its exceptionally-accelerated pace of development and change.
By YE 2014, “Mobility” will be the leading force in all aspects of enterprise business and IT planning, budgeting, and management – and will be the pervasive force driving real Business and IT alignment as a result.

 

Mobility will dominate.
Through at least YE 2015, the single greatest driver in IT and Business org and operational change will be Mobility, based on its “90/90/90” influence factoring: 90 percent of business users in 90 percent of IT vendors’ targeted markets have a mobile device in reach or in use 90 percent of the time.

 

The strategic business benefits of Cloud IT will not be realized, until development and integration efforts/investments focus on optimizing Cloud for business workloads and vice-versa.
Until at least YE 2015, most Cloud implementations will exist as limited-scope, point-oriented and tactical paybacks, and will continue to increase IT and business management costs.

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17 Essential Content Templates and Checklists

17 Essential Content Templates and Checklists | Designing  service | Scoop.it
By far, the most popular post we have ever published at the Content Marketing Institute is "10 Must-Have Templates for Content Marketers." To that end, we wanted to provide a refresher on the most ...

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‘Public Service Design’ / Service Design Drinks | Facebook

‘Public Service Design’ / Service Design Drinks | Facebook | Designing  service | Scoop.it
What a great evening! Thank you all for joining yesterday’s meet-up on #public #servicedesign. Here a few pictures: https://t.co/bH6Coe443f
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The Many Forms of Transaction in the Collaborative Economy | Web Strategy by Jeremiah Owyang | Social Media, Web Marketing

The Many Forms of Transaction in the Collaborative Economy | Web Strategy by Jeremiah Owyang | Social Media, Web Marketing | Designing  service | Scoop.it

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MTD's curator insight, June 21, 2013 5:53 AM

Transactions have changed. The numbers of ways, channels and tools that you can use to move money about and get what you need has, like everything else, exploded. This has of course created not just a quantitative shift in speed, ease etc, but a qualitative shift of experience and the nature of the economy and consumer behaviour. 

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Attention, attention, my kingdom for attention!

Attention, attention, my kingdom for attention! | Designing  service | Scoop.it
Take it easy.
I am not suggesting that attention is unimportant.
But I am suggesting that our obsession with attention is misplaced, at best.
And the fact that major industries have evolved to feed this obsession, simply adds to the problem.
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Human-Focused Design Will Stop the Soulless Future of the Internet of Things - Motherboard (blog)

Human-Focused Design Will Stop the Soulless Future of the Internet of Things - Motherboard (blog) | Designing  service | Scoop.it
Human-Focused Design Will Stop the Soulless Future of the Internet of Things Motherboard (blog) The hope is that this kind of design thinking will preserve the nostalgic, sensory memory and human emotion we attach to our things—especially the...
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Seth's Blog: The confrontation waiting to happen

Seth's Blog: The confrontation waiting to happen | Designing  service | Scoop.it
It's not between you and your boss, your critics, your editor, your competition, your spouse or some other outsider. The essential confrontation, of course, is with yourself. You are your own biggest critic.
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