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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Could a Social-Media Tool Increase Kindness?

Could a Social-Media Tool Increase Kindness? | Designing  service | Scoop.it
When I lived in downtown Boston, I was surprised by how standoffish everyone in my apartment building was. We would see each other twice a day in the elevator but we'd rarely exchange a word of greeting or acknowledgment.
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Global Leaders - Social Media, Inbound Marketing & Mobile - 6 B2B Marketing #Infographics #EUROPE

Global Leaders - Social Media, Inbound Marketing & Mobile - 6 B2B Marketing #Infographics #EUROPE | Designing  service | Scoop.it
The B2B marketing landscape continues to evolve. Social media, inbound marketing, mobile marketing, and globalization all are becoming more prevalent in the B2B marketing mix.
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Social-Business-Marketing - How To Enjoy Radical Commitment Through Four Simple Steps

Social-Business-Marketing - How To Enjoy Radical Commitment Through Four Simple Steps | Designing  service | Scoop.it
Commitment, now there’s a word filled with trouble.For so many the idea of commitment, while generally seen as a good thing, also contains elements of sacrifice, hard work, repetition, and even pain.
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CRM best practices - How airlines can learn from other industries to improve the customer ...

CRM best practices - How airlines can learn from other industries to improve the customer ... | Designing  service | Scoop.it
Expectations of airline passengers are not only shaped by how well an airline performs versus its direct competitors, they are also fuelled by standards set by other industries.
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Sharing is not delivering

Sharing is not delivering | Designing  service | Scoop.it
Summary : one of the most counterproductive usage of email is upward delegation. A polite way to say “passing the monkey to a colleague”. People kick into touch, send the problem, spare time and, in the end, all the work is being slowed down.
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Live chat inrichten? Denk aan je bezoeker!

Live chat inrichten? Denk aan je bezoeker! | Designing  service | Scoop.it
Je gaat live chat inrichten voor jouw organisatie. Je bent begonnen met het opstellen van doelstellingen. Waarschijnlijk zijn zaken als conversieverhoging, het aantal leads, klanttevredenheid en customer loyalty aandachtspunten hierbij.
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CIOs Are Critical to Improving Customer Experience

CIOs Are Critical to Improving Customer Experience | Designing  service | Scoop.it
While the telephone will always be an option, many customers want experiences where chat, social media, video and self-service are also part of the norm. Download a new white paper from ZK Research to learn how using ...
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3 Major Customer Experience Trends In Retail Banking

3 Major Customer Experience Trends In Retail Banking | Designing  service | Scoop.it


"An US Retail Banking Satisfaction Study finds there are three main trends, and all have direct implications on the customer experience. 1. Attrition will rise, loyalty will decline, 2. Generating fee income gets even harder, and 3. Cost containment will become the primary lever for improving the bottom-line."


Via Metrinomics
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Flow, Mastery and Ease-of-Use - Boxes and Arrows: The design behind the design

Flow, Mastery and Ease-of-Use - Boxes and Arrows: The design behind the design | Designing  service | Scoop.it

Recently the web design community has been eating up the secrets of game design. The Gamification trend merely borrowed simple game mechanics, from badges to progress bars. But now designers are looking more closely at core game design principles like design for flow and mastery, blending them with our old friend, ease of use. But how many of these techniques are relevant for more everyday sites, like ecommerce and productivity apps?


Via yannick grenzinger, tobibiko
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Whatever the problem, community is the answer!

Whatever the problem, community is the answer! | Designing  service | Scoop.it
I attended the first in the new series of events for the Centre for Confidence and Well Being’s Ideas Academy last week, entitled “Whatever the Problem, Community is the Answer” led by Margaret Wheatley.  The day kicked off with an introduction...
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How to Give Every Employee Customized Leadership Advice

How to Give Every Employee Customized Leadership Advice | Designing  service | Scoop.it
Virtually every corporate and academic leadership development program is founded on the same model — we call it the formulaic model.
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An In-Depth Look at How to Create and Use B2B Buyer Personas with Ardath Albee

An In-Depth Look at How to Create and Use B2B Buyer Personas with Ardath Albee | Designing  service | Scoop.it
After seeing Ardath present her smart, insightful content at Content Marketing World ’11, I was very excited to get the chance to do this interview with her for Content Marketing 360 Radio Show.
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Understanding online customer experience: four key trends - Econsultancy (blog)

Understanding online customer experience: four key trends - Econsultancy (blog) | Designing  service | Scoop.it
Understanding online customer experience: four key trendsEconsultancy (blog)Mobile is becoming a focal point as companies invest more time in understanding the multichannel customer experience, according to research published today.
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Social Insurance- Getting Back To The Basics Of Relationships

Social Insurance- Getting Back To The Basics Of Relationships | Designing  service | Scoop.it
From blogs about understanding gas price inflation to discussion with other customers about going green, this online community is leading the charter on thought leadership and getting ahead of the issues that affect ...
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Social-Business-Marketing - Multitasking - Myth or Fact?

Social-Business-Marketing - Multitasking - Myth or Fact? | Designing  service | Scoop.it
Multitasking is a useful and extremely powerful skill for monitoring multiple sources of information in our information-saturated lives for e.g.
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CRM best practices - Reinventing Relationships with Social Business - Elsua

CRM best practices - Reinventing Relationships with Social Business - Elsua | Designing  service | Scoop.it
Interesting piece on social crm, with accompanying youtube video. The video says the same as the article.
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AtDotCom Social media - Cooler Insights: Sealing the Sale with Social Media

AtDotCom Social media - Cooler Insights: Sealing the Sale with Social Media | Designing  service | Scoop.it
Tips, thoughts and tales on business, management, marketing, branding, public relations, social media and lifestyle. Opinions expressed are my own. Tuesday, June 12, 2012. Sealing the Sale with Social Media.
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MADE4YOU

MADE4YOU | Designing  service | Scoop.it
Last week, MAK in Vienna, saw an opening of a much-acclaimed exhibition in the Industrial Design sphere.
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Sofia Design Week 2012: Exhibitions and Events at Fabrica 126

Sofia Design Week 2012: Exhibitions and Events at Fabrica 126 | Designing  service | Scoop.it
Reporting by Temenouzhka Zaharieva. Above Image courtesy of Mariana Sarbova
Fabrica 126 is an old factory near the Central Railway Station in Sofia.
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Exhibition exploring relationship between designers and manufacturers

Exhibition exploring relationship between designers and manufacturers | Designing  service | Scoop.it

"Shared-Practice will be curating a groundbreaking exhibition of contemporary design at NeoCon 2012, Relationship by Design: Exploring the creative relationship between the designer and the manufacturer Enhanced research capabilities, new distribution channels and crowdfunding encourage many designers to produce their own work, bypassing traditional licensing models. Relationship by Design explores the relationship formed between designer and manufacturer during these self-initiated projects. Innovations in materials, processes and typologies are often the result of designers working closely with manufacturers. Shared-Practice.com is curating this groundbreaking exhibition of contemporary design at NeoCon 2012, exploring the relationship between designers and manufacturers with the works of 14 internationally known, Chicago based design studios. The selection will include a wide range of objects from furniture to tabletop products."


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Numbers May Be Falling, But the Social Commerce Sky is Not | SocialCommerceToday

Numbers May Be Falling, But the Social Commerce Sky is Not | SocialCommerceToday | Designing  service | Scoop.it

Fewer shoppers are flocking to social media Web sites in search of deals and coupons says a new study from National Retail Federation as reported in the Chicago Tribune. According to the 2012 Social and Mobile Commerce Study, the numbers reveal a seven percent decline between 2011 and 2012.


Via Gianluigi Cuccureddu, tobibiko
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How Social Human Capital Management Can Benefit the Enterprise

How Social Human Capital Management Can Benefit the Enterprise | Designing  service | Scoop.it
Is the point of becoming a Social Business really just about supporting Millennials and breaking down silos or is there more to it than that?.

Via Sebastian Thielke
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Unleash Creativity – Combine Social Innovation with Intelligent Things

Unleash Creativity – Combine Social Innovation with Intelligent Things | Designing  service | Scoop.it
There are many examples where Intelligent Things embrace open innovation paths and collaborative design approach. One might actually ask: does Intelligent Thing have Social Innovation in its DNA, and what are the reasons for this relationship?
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Pepsi Installs Its First-Ever Chief Design Officer. Can He Deliver? - Co.Design

Pepsi Installs Its First-Ever Chief Design Officer. Can He Deliver? - Co.Design | Designing  service | Scoop.it
Co.DesignPepsi Installs Its First-Ever Chief Design Officer. Can He Deliver?Co.DesignMauro Porcini, formerly of 3M, has a keen understanding of how to integrate design-thinking into a big company. He'll need it at Pepsi.
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Design is also a Recursive Activity

Design is also a Recursive Activity | Designing  service | Scoop.it
When we iterated in a Design Process, it is actually a refinement activity where one evolution gives way to the next evolution.
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