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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New customer experience mapping software announced - Retail Customer Experience

New customer experience mapping software announced - Retail Customer Experience | Designing  service | Scoop.it

"Touchpoint Dashboard is a powerful visual tool that provides companies the solid facts they need to make smart decisions and build a prioritized action plan for creating a...

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Top Retailers Score High with Mobile Experience

Top Retailers Score High with Mobile Experience | Designing  service | Scoop.it
While in New York for the Mobile Marketing Summit, I presented information on the first ForeSee Mobile Satisfaction Index, released today and available for free download on our website. This Retail...
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Company strategy: Viability and agility are imperative

Company strategy: Viability and agility are imperative | Designing  service | Scoop.it
Why is having an effective strategy so important to a company's competitiveness and overall operations? Directors in our Annual Corporate Directors Survey offer some insights.
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The Future of User Experience Design

The Future of User Experience Design | Designing  service | Scoop.it

The future is bright for User Experience Designers all over the world. We’re needed.


Via Mario K. Sakata
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Another excellent SideraWorks deck:Social media-to-social-business

Another excellent SideraWorks deck:Social media-to-social-business | Designing  service | Scoop.it
  Here are the slides from Matt Ridings’ keynote talk at the Expion Social Business Summit in Raleigh, NC on September 11, 2012.
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How the World’s Best Brands Use Crowdsourcing (Interactive Timeline)

How the World’s Best Brands Use Crowdsourcing (Interactive Timeline) | Designing  service | Scoop.it
eYeka is happy to present the first visualization of the use of crowdsourcing by brands over time. This interactive timeline, called Crowdsourcing by World’s Best Global Brands shows how the use of crowdsourcing has exploded since the early 2000′s.
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User Experience Balanced Scorecard

Using a Balanced Scorecard to See the Value of User Experience. Building Your Experience Balanced Scorecard demo on SlideShare. Interesting...


Via Michael Allenberg
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Innovation & the Customer Experience: Why it's Relevant | The eTail ...

Innovation & the Customer Experience: Why it's Relevant | The eTail ... | Designing  service | Scoop.it
why retail companies must use innovation to stay relevant when it comes to creating modern-day customer experiences.
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The Road to Customer Experience: Turning Data into Actions [Infographic] - CMSWire

The Road to Customer Experience: Turning Data into Actions [Infographic] - CMSWire | Designing  service | Scoop.it

To help us better understand the challenges that many businesses face on the road to improved customer experience, we compiled the following infographic that outlines...

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The Essential Channels for Modern Customer Service

The Essential Channels for Modern Customer Service | Designing  service | Scoop.it
I was interested to notice that The Huffington Post featured an op-ed this week on multichannel customer service channels. This is something that we are exploring every single day at Teleperformanc...
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IDSA-SF: Design & Thinking Documentary + Panel Discussion (Oct. 3)

IDSA-SF: Design & Thinking Documentary + Panel Discussion (Oct. 3) | Designing  service | Scoop.it
Mark your calendars! @idsasf presents Design & Thinking Documentary + Panel Discussion at #CCArts Oct.
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The State of Social Media Marketing 2012 | CustomerThink

The State of Social Media Marketing 2012 | CustomerThink | Designing  service | Scoop.it
The State of Social Media Marketing 2012 - Customer Think (blog): The State of Social Media Marketing 2012Custom...

Via Rami Kantari
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Semantic Foundry » The UX Canon: Essential Reading for the User Experience Designer

Semantic Foundry » The UX Canon: Essential Reading for the User Experience Designer | Designing  service | Scoop.it

Make no mistake: Will Evans and Dave Malouf have made a pithy yet vital list of books that will educate anyone attempting to retool or begin a career in interaction design, user experience (UX) design, information architecture (IA) or Usability.

 

The list is current, and Will can be found on twitter as @semanticwill, and is quite freely available for questions, comments and suggestions on following the path to greater connection between the user and the tool/site/application you wish to create.


Via Dean Meyers
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Edward de Bono on creative thinking

Edward de Bono, renowned expert on creative thinking, talks about creativity and about thinking outside the box. Be sure to check out more from Doctor de Bon...
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Savithri Seneviratne's comment, July 8, 2013 6:19 PM
Change for the sake of change..... All creativity has to have some value. Where do these values lead to?
Miep Carstensen's comment, July 8, 2013 6:22 PM
de Bono tells us that thinking is a skill not just about individual talent
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Wildervoices: John Kennedy on the Changing Role and Challenges of Today's CMO

Wildervoices: John Kennedy on the Changing Role and Challenges of Today's CMO | Designing  service | Scoop.it
CMOs today face a shifting landscape in terms of their roles within companies and the challenges inherent in creating better customer experiences in a multi-channeled, socially connected, data-driven world.
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The First Billion

The First Billion | Designing  service | Scoop.it
Report In the next few years, demand for social investment from charities and social enterprises could rise five-fold to £1bn, spurred by increased outsourcing of public spend to social providers and the growth of new and riskier...
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The Multichannel Maturity Mandate - Forrester | maxxonline:. passionate about E-Business & maturity models

The Multichannel Maturity Mandate - Forrester | maxxonline:. passionate about E-Business & maturity models | Designing  service | Scoop.it
Forrester: Multi-Channel Marketing Maturity Model A 2012 study of the marketing industry, titled ?The Multichannel Maturity Mandate?

Via zendreamer
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SAP CRM: SAP InnoJam 2012 'Design Thinking'

SAP CRM: SAP InnoJam 2012 'Design Thinking' | Designing  service | Scoop.it
After that we had an introduction on the Design Thinking process presented by Hester Hilbrecht (SAP InnoJam). She also introduced the rest of the program for the day. We were going to build a solution for one of the next ...
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75 Tips to Manage Your Social Media Efforts in 2012

75 Tips to Manage Your Social Media Efforts in 2012 | Designing  service | Scoop.it

With all of Google’s post-Penguin focus on natural link building and the increasingly high weight given to social performance by the company’s algorithms, it’s clear that social media marketing should be a priority for every business operating online these days.


H

 


Read More: http://www.quicksprout.com/2012/09/10/75-tips-to-manage-social-media-efforts-in-2012/


Via Antonino Militello, Michael Gray
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ShaluSharma's comment, September 11, 2012 12:36 PM
Thanks for this, very interesting about social media.
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Report: Retailers still conservative about investing in mobile ...

Report: Retailers still conservative about investing in mobile ... | Designing  service | Scoop.it
Retailers remain prudent in their financial investments when it comes to mobile objectives, showing tempered future plans for spending on mobile and tablet initiatives despite the industry buzz. According to the 2012 ...
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Report: Online experience superior to marketplace shopping - Chain Store Age

Report: Online experience superior to marketplace shopping - Chain Store Age | Designing  service | Scoop.it

A report released Tuesday by e-commerce marketplace technology provider Merchantry found that marketplace customer experience compares unfavorably to that of e-commerce...

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Design Thinking: History, Theory, Technology and Practice

Design Thinking: History, Theory, Technology and Practice | Designing  service | Scoop.it

Widely viewed as a father of the field of interaction design, a discipline that focuses on improving the human experience of digital products.Founding ...

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Designing for Growth: A Design Thinking Toolkit for Managers | Communication Skills

Designing for Growth: A Design Thinking Toolkit for Managers | Communication Skills | Designing  service | Scoop.it
RT @Design4people: RT rungchaiq: Designing for Growth: A Design Thinking Toolkit for Managers: http://t.co/bzASiZuR #designthinking...
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“Six Reasons Why You Should Develop a Customer Experience Strategy in 2012

“Six Reasons Why You Should Develop a Customer Experience Strategy in 2012 | Designing  service | Scoop.it

"1. Less than 1% of businesses are actively building relationships with their customers that lead to real loyalty and word of mouth referrals. The majority are using gimmicks and gimmicks don’t build lasting customer loyalty.

2 Less than 1% of businesses have a defined Customer Experience

 The result is inconsistent customer experiences. A business will never build customer loyalty on the delivery of inconsistent experiences

3. Less than 1% of businesses understand how much damage an unhappy customer is doing to their business. A Colmar Brunton survey found that on average a customer who is had a bad Customer Experience will tell 13 others.

4. Less than 1% of businesses are actively capitalising on the creativity that exists internally. Your people have ideas that will enhance your customer experience and give your business a sustainable competitive advantage

5. Less than 1% of businesses understand the vital part customer emotions play in a business interaction.• Think how you feel about organisations you do business with and the part those feelings play in your relationship on-going or otherwise

6. Less than 1% of businesses have a total focus on their customers."



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