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Designing design thinking driven operations
I blog about strategic and tactical service design and management.

Trying to explore how service design practices develop.

With a focus in developing strong conceptual work, supporting design decisions on research and enabling readers to create conversations with clients, colleagues and customers.

I also aim to support senior managers and professionals to reflect and improve their practices.
Curated by Fred Zimny
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Improve customer service: Eliminate bureaucracy! » More ...

Improve customer service: Eliminate bureaucracy! » More ... | Designing design thinking driven operations | Scoop.it
It is not enough to only be friendly with your customers. True customer orientation also means not irritating the customer with bureaucratic processes.
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Managing And Measuring Social Media

Managing And Measuring Social Media | Designing design thinking driven operations | Scoop.it

The figures here call for a thorough look at our current practice.

"New research from Econsultancy and Adobe found that two-thirds of businesses (67%) agree that social media is integral to their marketing mix, while 66% say social is integral to their overall business strategy".

The survey of 650 marketing professionals also found that 64% of businesses use social for brand awareness, 44% for marketing campaigns and a quarter (25%) for customer service.

This Infographic includes some of the other interesting findings from the research.

 

By David Moth. http://bit.ly/Si8lY9

Source. http://bit.ly/RT8DuE


Via maxOz, malek
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Mithuhassan's comment, September 26, 2012 2:14 PM
Thanks a lot :-)
maxOz's comment, September 26, 2012 8:47 PM
Mithu Thank You for your support x
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Why I'm writing UX 101: A Primer on User Experience Design | Blog ...

Why I'm writing UX 101: A Primer on User Experience Design | Blog ... | Designing design thinking driven operations | Scoop.it
So, what is user experience design? User Experience, or “UX” Design is a discipline focused on understanding users needs, wants and desires and applying that understanding in product and service design.


Photocredit via serve4impact.com

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Outside In: The Power of Putting Customers at the Center of Your ...

Outside In: The Power of Putting Customers at the Center of Your ... | Designing design thinking driven operations | Scoop.it
Outside In: The Power of Putting Customers at the Center of Your Business is a solid book on the increasingly important subject of the customer experience. Harley Manning and Kerry Bodine provide a comprehensive view of ...
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Service Disciplines: Who does What, When, Where and How? | Service Design Network

Service Disciplines: Who does What, When, Where and How? | Service Design Network | Designing design thinking driven operations | Scoop.it
Service Design Network is an international network of organisations & businesses working in and developing the Service Design domain (RT @blogdeai: Service Disciplines: Who does What, When, Where and How?
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Three Touchpoints that Reveal How Customer-Centric You Really Are | Business 2 Community

Three Touchpoints that Reveal How Customer-Centric You Really Are | Business 2 Community | Designing design thinking driven operations | Scoop.it
There are three key touchpoints that, regardless of industry, reveal if a company is just talking the “customer-centric” talk or if they are walking the (RT @b2community: Three Touchpoints that Reveal How Customer-Centric You Really Are
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29 WAYS TO STAY CREATIVE

Motion Graphics: TO-FU web http://www.to-fu.tv twitter http://twitter.com/tofu_design Facebook http://www.facebook.com/TOFU.design Reference: http://paulzii.tumblr.com/post/3360025995 Music:…...

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Time to Deliver Real Results | Customer Experiences

Time to Deliver Real Results | Customer Experiences | Designing design thinking driven operations | Scoop.it
It has been abundantly clear for a number of years now that just focusing on the customer service development of frontline staff is not the way to improve visitor service and experience levels across the industry according to ...
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Does Customer Service Through Social Channels Make Sense In Banking? - The Financial Brand

Does Customer Service Through Social Channels Make Sense In Banking? - The Financial Brand | Designing design thinking driven operations | Scoop.it

The Financial BrandIs it wise for financial institutions to use Twitter and Facebook to resolve customer issues?

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Personalized, intimate experience key to drawing customers - National Post

Personalized, intimate experience key to drawing customers - National Post | Designing design thinking driven operations | Scoop.it

National PostPersonalized, intimate experience key to drawing customersNational PostChristine Hellstrom had her “aha” moment driving up Toronto's Don Valley Parkway last summer after quitting her job downtown.

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How to Understand Customer Needs

How to Understand Customer Needs | Designing design thinking driven operations | Scoop.it
If you don't ask the right questions, you won't get the best answers--and you can't position your solution properly.
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How Design Thinking Can Help Save Movie Theaters - Co.Design

How Design Thinking Can Help Save Movie Theaters - Co.Design | Designing design thinking driven operations | Scoop.it

Design thinking is really just about asking customers why, and listening. Not investors, not industry experts, but the customers you're building products for.

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Attributes of Innovation | UX Magazine

Attributes of Innovation | UX Magazine | Designing design thinking driven operations | Scoop.it
the digital sphere, customer- and service-oriented products are in the midst of a great many innovations right now #ux http://t.co/dL9vDqRO...
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MBA Applications: Use Design Thinking to Find Insight Kaplan ...

MBA Applications: Use Design Thinking to Find Insight Kaplan ... | Designing design thinking driven operations | Scoop.it
Kaplan's GMAT blog offers all you need to know about GMAT test preparation, your GMAT score, and business school admissions.
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The ROI of Digital Channel Shift - CMSWire

The ROI of Digital Channel Shift - CMSWire | Designing design thinking driven operations | Scoop.it

Channel shift moves customer transactions to the most effective and efficient channel of engagement, creating satisfying customer experiences while delivering savings and increasing revenue.

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Using social marketing intelligence to enhance customer experience (commentary) - Fast Casual

Using social marketing intelligence to enhance customer experience (commentary) - Fast Casual | Designing design thinking driven operations | Scoop.it

When restaurants deliver a great experience, their customers will come back, increase their spending, and more than ever before - through social media –...

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Design Is Thinking Made Visual - bvs

Design Is Thinking Made Visual - bvs | Designing design thinking driven operations | Scoop.it
Design Is Thinking Made Visual http://t.co/RH8bWNp5...
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Don’t Innovate, Imitate - Tim Devaney & Tom Stein

Don’t Innovate, Imitate - Tim Devaney & Tom Stein | Designing design thinking driven operations | Scoop.it

   Could the growing acceptance of the Samwer brothers be due to the fact that people in the tech industry are finally admitting in public that imitation is good business? We decided to find out. We called up Oded Shenkar, the man who wrote the book on the business of clones: Copycats: How Smart Companies Use Imitation to Gain a Strategic Edge.

   “We have this reverence for innovation, but imitation is often the key to success," Shenkar explained. "Imitation was critical to human evolution, and today imitation is more critical than ever - because it’s much cheaper and more feasible than previously.

   When imitators execute well, they usually succeed better than the first movers, because they study the errors of the innovators and learn from them, as Facebook learned from the mistakes of MySpace.

 


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The New War Between People and Machines

The New War Between People and Machines | Designing design thinking driven operations | Scoop.it

"So far in the evolution of the Web we've seen a tug of war between whether we need people to find and accomplish what we want online, or whether we only need machines" writes Sarah Lacy on Pandodaily.





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Full NEXT Service Design Programme now available 8/10/12 Berlin

Full NEXT Service Design  Programme now available 8/10/12 Berlin | Designing design thinking driven operations | Scoop.it
Find the complete programme at NEXT SD Programme | NEXT Berlin. And for those who will be attending, I will be blogging from the event. And yes, we can always have an informal chat. Main Stage Blun...
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Dreamforce 2012: A Few of Our Favorite Tweets #DF12

Dreamforce 2012: A Few of Our Favorite Tweets #DF12 | Designing design thinking driven operations | Scoop.it
Customer service is a team sport. #socbiz #leadership #DF12“. — Astrid F. Kowlessar (@AstridBijou) September 21, 2012. On Company Culture: @jeffimmelt #DF12Live Organizations need to think of 3 words-Openness, ...


Photocredit via serve4impact.com

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build a breakthrough brand: touchpoint alignment and cohesive customer ... - Business Insider

build a breakthrough brand: touchpoint alignment and cohesive customer ... - Business Insider | Designing design thinking driven operations | Scoop.it

How to Create a Cohesive Customer Experience” then shows how to optimize, prioritize, and unify your customer experiences across channels with a Customer...

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USPS: New Service May Not Be Beneficial to Marketers or Consumers - Huffington Post (blog)

USPS: New Service May Not Be Beneficial to Marketers or Consumers - Huffington Post (blog) | Designing design thinking driven operations | Scoop.it
USPS: New Service May Not Be Beneficial to Marketers or ConsumersHuffington Post (blog)EDDM may "simplify your mailing process", but only per the same convoluted logic that eliminating call centers "helps automate customer service".
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