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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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Social media analysis: what data can teach us

Social media analysis: what data can teach us | Designing design thinking driven operations | Scoop.it
TweetAt SXSW 2012 Gilad Lotan from SocialFlow spoke about the “math that matters”.
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Pretium Solutions Partners with Philips Consumer Lifestyle to Boost NPS & Customer Loyalty by Pretium Solutions

Pretium Solutions Partners with Philips Consumer Lifestyle to Boost NPS & Customer Loyalty by Pretium Solutions | Designing design thinking driven operations | Scoop.it
Pretium Solutions Partners with Philips Consumer Lifestyle to Boost NPS & Customer Loyalty, Pretium Solutions partners with Philips Consumer Lifestyle to boost and sustain Net Promoter Score and customer loyalty in the Philips call center customer.

 

Photocredit: millie clinton.

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Collaboration is an Infant. Sharing is for risk takers, rule breakers & rebels. | NickKellet.com

Collaboration is an Infant. Sharing is for risk takers, rule breakers & rebels. | NickKellet.com | Designing design thinking driven operations | Scoop.it
Sharing is for people who need big results on small budgets. Sharing content is unique and valuable, especially in a world where collaboration and crowd-sourcing are on the rise.
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How sticky research drives Service Design Thinking « Service Design Netwerk Nederland

RT @designbusiness: Good insights: How sticky research drives #ServiceDesignThinking http://t.co/qVS0q8IY #servicedesign #designthinking...
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What’s New And Differentiating For CIOs In The Age Of The Customer? | Forrester Blogs

What’s New And Differentiating For CIOs In The Age Of The Customer? | Forrester Blogs | Designing design thinking driven operations | Scoop.it
If you really want to get this question answered, you’d better join Forrester's CIO Forum 2012 in Las Vegas, on May 3-4, 2012. But for now, let me share with you what I intend to present at the Forum.
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Why You Empowered = Better World (+4 Exclusive Social Empowerment Tips)

Why You Empowered = Better World (+4 Exclusive Social Empowerment Tips) | Designing design thinking driven operations | Scoop.it
Until now, the powers-that-be have had no compelling reason to listen to the people. That is until enough people come together—in sufficient numbers and in public—to force the change. That’s what social media does.
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Responsive-Ready Content

Responsive-Ready Content | Designing design thinking driven operations | Scoop.it
The nice folks at A List Apart published a piece from me last week called Future-Ready Content, which I wrote...
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Your Customer’s Perspective | kellyazevedo.com

Your Customer’s Perspective | kellyazevedo.com | Designing design thinking driven operations | Scoop.it
when I experience bad customer service I share to teach entrepreneurs how to do better.
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The Anatomy of an Experience Map - Adaptive Path

The Anatomy of an Experience Map - Adaptive Path | Designing design thinking driven operations | Scoop.it

Experience maps have become more prominent over the past few years, largely because companies are realizing the interconnectedness of the cross-channel experience. It's becoming increasingly useful to gain insight in order to orchestrate service touchpoints over time and space.


Via Michael Allenberg
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Nearly 1 in 10 Mobile Users to Pay Bills Via Their Mobile by 2016

Nearly 1 in 10 Mobile Users to Pay Bills Via Their Mobile by 2016 | Designing design thinking driven operations | Scoop.it
A new report from Juniper Research finds that a growing user acceptance of push mobile banking and a sharp rise in smartphone adoption will drive users of transactional mobile banking services up from 185 million in 2011 to over 550 million in 2016.

Via Henri Lefèvre
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The entrprise20coil - Social Business Success Factors

The entrprise20coil - Social Business Success Factors | Designing design thinking driven operations | Scoop.it
Social Media Inside the Firewall...See it on Scoop.it, via The entrprise20coil...
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Retail squeeze puts customer service centre stage « The Eptica ...

Retail squeeze puts customer service centre stage « The Eptica ... | Designing design thinking driven operations | Scoop.it
The Eptica Customer Experience Blog. The latest ... Make sure the experience and answers customers receive are the same whether they are online, in the shop or on the phone with a centralised knowledgebase.
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Mount Vernon To Host Design Thinking Summit Today | Mount ...

Mount Vernon To Host Design Thinking Summit Today | Mount ... | Designing design thinking driven operations | Scoop.it
Presented by the Mount Vernon Institute for Innovation, this 1-day Design Thinking Summit on March 23, 2012, will be an engaging and collaborative gathering that explores the integration of design thinking into a 21st century ...
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Call Center Identity Crisis: What is Your Call Center Trying to Tell You About Your Brand? (Part 1) | Business 2 Community

Call Center Identity Crisis: What is Your Call Center Trying to Tell You About Your Brand? (Part 1) | Business 2 Community | Designing design thinking driven operations | Scoop.it
Help!!! I have an identity crisis. You keep calling me a Call Center, and that’s not really what I am. I believe I am your Brand Solution Profit Center.
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Is Social Loyalty the Next Big Thing in Social Commerce? 500Friends & $4.5M Thinks So [Infographic] | Social Commerce Today

Is Social Loyalty the Next Big Thing in Social Commerce? 500Friends & $4.5M Thinks So [Infographic] | Social Commerce Today | Designing design thinking driven operations | Scoop.it
How do you Amazon-proof your e-commerce business?  Social loyalty software company 500Friends has just received an extra $4.5M in funding to show you how.

Via Gianluigi Cuccureddu
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Swap Shuffle Share joins the Collaborative Consumption Movement

Swap Shuffle Share joins the Collaborative Consumption Movement | Designing design thinking driven operations | Scoop.it
Dear Swap, Shuffle and Sharers,  did you know that you are part of a growing global movement...
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Social business - BNJ Invents Target Profile Posters | Babcock & Jenkins

Social business - BNJ Invents Target Profile Posters | Babcock & Jenkins | Designing design thinking driven operations | Scoop.it
Like how B&J approach the customer journey with their target profile posters (persona's)See it on Scoop.it, via Social business...
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Turning Unprofitable Customers into Profitable Relationships - Destination CRM

Turning Unprofitable Customers into Profitable Relationships - Destination CRM | Designing design thinking driven operations | Scoop.it
Turning Unprofitable Customers into Profitable RelationshipsDestination CRMBy Reza Soudagar Earlier this month, I was part of a team that hosted a Customer Experience Innovation Workshop for a group of business executives from large corporations in...

 

Photocredit: KRISTIANA VASARINA: Today’s outfit

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Customers 1st: Idea Gathering: Customer Experience News

Customers 1st: Idea Gathering: Customer Experience News | Designing design thinking driven operations | Scoop.it
The Total Customer Experience Leaders Summit provides both B2B and B2C case studies and translating these innovations and insights is a huge part of the value of the conference. Our unique idea gathering wrap-ups ...
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2012 Edelman Trust Barometer: Key Findings For Internal Communicators

2012 Edelman Trust Barometer: Key Findings For Internal Communicators | Designing design thinking driven operations | Scoop.it
Photocredit: DIANA SCHEUNEMANN Related articles Edelman Trust Barometer 2012: Analysis (wearesocial.net) Like this:LikeBe the first to like this post.
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Six Factors that Shape Customer Satisfaction - E-Myth Worldwide

Six Factors that Shape Customer Satisfaction - E-Myth Worldwide | Designing design thinking driven operations | Scoop.it
RT @emyth: Read about the six factors that will make-or-break your customers' experience with your business http://t.co/YVtX8eue...
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Prospects Don't Care About Your Products - They Want Solutions

Prospects Don't Care About Your Products - They Want Solutions | Designing design thinking driven operations | Scoop.it

It comes down to offering valuable content and building a trusted relationship as key elements to your sales and marketing strategy.

 

People have very short attention spans, and businesses that understand this are producing a frictionless way for their customers to get the solutions they seek.

 

It's a whole new approach that can barely even be called "selling" at all. It can be thought of in terms of helping customers to find solutions that will help them achieve their objectives and delivering them valuable content in doing so.

 

Temporarily leave your objectives, your sales goals, and your quotas at the door.

 

Today's customers are overflowing with information, and they are tired of slick, product-focused presentations. As their preferences evolve  -  http://bit.ly/GJYLbB - so too does the savvy business who's offering solutions to customers in lieu of touting products.

 

For today's discerning customer, the convenience of a solution-based approach translates to greater value.

 

By Andre F Bourque - http://bit.ly/GJYRQd ;


Via maxOz
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Designing with Agile Workshop (Half Day)

Designing with AgileFast, Effective Methods that Work @ANDERSRAMSAY / DESIGNINGWITHAGILE.COM #IASUMMIT / MAR 21 2012...


Via Mario K. Sakata
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The entrprise20coil - Download free ebooks: Web 2.0: A Strategy Guide: Business thinking and strategies behind successful Web 2.0 implementations

The entrprise20coil - Download free ebooks: Web 2.0: A Strategy Guide: Business thinking and strategies behind successful Web 2.0 implementations | Designing design thinking driven operations | Scoop.it
A network for WHO enjoy reading books...| Web 2.0: A Strategy Guide: Business thinking and strategies behind successful Web 2.0 implementationsSee it on Scoop.it, via The entrprise20coil...
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5 customer service trends you can't ignore - SmartPlanet.com (blog)

5 customer service trends you can't ignore - SmartPlanet.com (blog) | Designing design thinking driven operations | Scoop.it
5 customer service trends you can't ignoreSmartPlanet.com (blog)By Heather Clancy | March 23, 2012, 3:44 AM PDT Every one of us can relate to a good or bad customer service experience.
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