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Designing design thinking driven operations
I blog about strategic and tactical service design and management.<br><br>Trying to explore how service design practices develop.<br><br>With a focus in developing strong conceptual work, supporting design decisions on research and enabling readers to create conversations with clients, colleagues and customers.<br><br>I also aim to support senior managers and professionals to reflect and improve their practices.
Curated by Fred Zimny
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Services Blueprinting Seminar

Services Blueprinting Seminar | Designing design thinking driven operations | Scoop.it
The Services Blueprinting Seminar introduces you to a powerful and practical tool to visualize service processes within a company.
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5 management tools that will shape innovation - Related Stories - SmartBrief on Leadership

A recent survey of chief technology officers and chief information officers identifies five management tools that will determine the course of innovation.
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Research Roundup: Online Product Reviews, Happiness and Choice, CEO Stock Options and the Hunger for Distinctiveness

Research Roundup: Online Product Reviews, Happiness and Choice, CEO Stock Options and the Hunger for Distinctiveness | Designing design thinking driven operations | Scoop.it
Online product reviews have become ubiquitous -- but does the text of these critiques tell a story that a star system can't? How does a consumer's definition of happiness affect buying habits?
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Brand Disloyalty: Recession-weary Consumers Take Discounts to the Extreme

Brand Disloyalty: Recession-weary Consumers Take Discounts to the Extreme | Designing design thinking driven operations | Scoop.it
As food prices rise and the economy continues to sag, grocery shoppers are turning their backs on brand or chain loyalty in favor of finding the best bargains around. The shift has been a boon for warehouse chains, which sell items in bulk.
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Intimate View of Customer

Intimate View of Customer | Designing design thinking driven operations | Scoop.it
We often hear about ‘Single View of Customer’ whenever there is discussion on topics related to Master Data Management and Customer Data Integration.

I stumbled upon a new phrase recently, w...
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Drive Fear out of the Workplace

Drive Fear out of the Workplace | Designing design thinking driven operations | Scoop.it
As I understand it, Peter Drucker (world class management guru) was totally committed to driving fear out of the workplace.
He knew (as you do, on a good day) that you cannot have a successful business if fear is running the show.
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Amazon.com: SugarCRM For Dummies eBook: Karen S. Fredricks: Kindle Store

Amazon.com: SugarCRM For Dummies eBook: Karen S.
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5 Best Practices to Improve Customer Service

5 Best Practices to Improve Customer Service | Designing design thinking driven operations | Scoop.it
Your whole enterprise depends on them... but if your front-line service people feel like they're on the low end of the totem pole, your customers are going to feel that way, too. It is never too late to change that dynamic!
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Where Human Workers Can Still Beat Robots (at Least for Now)

Where Human Workers Can Still Beat Robots (at Least for Now) | Designing design thinking driven operations | Scoop.it
In jobs from the retail floor to the developers' office, workers are losing the race against machines. Who can still compete against androids -- and for how long?
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Social Media versus Knowledge Management - Anthony J. Bradley and Mark P. McDonald - Harvard Business Review

Social Media versus Knowledge Management - Anthony J. Bradley and Mark P. McDonald - Harvard Business Review | Designing design thinking driven operations | Scoop.it
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Implementing Design Thinking 1: Focus on the Outcome not the Process | Design Sojourn

Implementing Design Thinking 1: Focus on the Outcome not the Process | Design Sojourn | Designing design thinking driven operations | Scoop.it
Strategies for Good Design and Design Leadership...
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Future Consumers & Internet - Roope Mokka @ Telecom Forum

Roope Mokka's presentation on human centric megatrends – narritive structures that move the world – for Aalto Universty's Telecom Forum.
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Is Customer Experience Optimization Included in your Marketing ...

Is Customer Experience Optimization Included in your Marketing ... | Designing design thinking driven operations | Scoop.it
Post navigation. Retail Customer Experience | RetailCustomerExperience.com · HR Magazine – How can organisations improve employee engagement, customer satisfaction and business performance? ...
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The 21st century will be defined by collaborative consumption

If the 20th century was defined by hyper consumption, the 21st century will be defined by collaborative consumption, according to Rachel Botsman speaking at Wired recently. Botsman defines collaborative consumption as ...
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Can Banks Delight Customers? - Forbes

Can Banks Delight Customers? - Forbes | Designing design thinking driven operations | Scoop.it
The new bottom line of business, customer delight, is something I have discussed in relation to various sectors including: Retailing (Apple) Food industry (Kraft, Sara Lee) Conglomerates (GE) Clothing (Li & Fung) Supermarkets (Wal-Mart) Customer...
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Is Going to College Worth the Investment?

Is Going to College Worth the Investment? | Designing design thinking driven operations | Scoop.it
The value of a college education is under attack. While more U.S.
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“Social Media” is a bad term that is hindering progress

“Social Media” is a bad term that is hindering progress | Designing design thinking driven operations | Scoop.it
"Social media" is one of those terms that means different things to different people. Some history: it was originally associated with Web 2.0, the Web’s shift from publishing to a platform for the masses to share content and opinions.
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Media, information and the promise of new technologies in Knowledge Transfer (KT) practices*

Media, information and the promise of new technologies in Knowledge Transfer (KT) practices* | Designing design thinking driven operations | Scoop.it
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Innovation Managers Should Focus on Value

Innovation Managers Should Focus on Value | Designing design thinking driven operations | Scoop.it
What does every innovation manager need to know about value creation?
Let’s start with something simple…
What is value creation?
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3 Steps to Exceptional Customer Feedback Management, Part 3

3 Steps to Exceptional Customer Feedback Management, Part 3 | Designing design thinking driven operations | Scoop.it
customer, service, feedback management, #custserv (3 Steps to Exceptional Customer Feedback Management, Part 3 http://t.co/kbiVAG3s from @PhaseWare...)...
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Emerald | European Journal of Marketing | A Dynamic Model of Customer Complaining Behaviour from the Perspective of Service-Dominant Logic

Emerald | European Journal of Marketing | A Dynamic Model of Customer Complaining Behaviour from the Perspective of Service-Dominant Logic | Designing design thinking driven operations | Scoop.it
RT @EmeraldMkting: #mktg #european A Dynamic Model of Customer Complaining Behaviour from the Perspective of Service-Dominant Logic http://t.co/8zCjhpk1...
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How the Digital Revolution is Affecting Employment – Improvisations - MIT Sloan Management Review

How the Digital Revolution is Affecting Employment – Improvisations - MIT Sloan Management Review | Designing design thinking driven operations | Scoop.it

Brynjolfsson and McAfee’s new book was released this week
Race Against the Machine, a new book by MIT Sloan’s Erik Brynjolfsson, director of the MIT Center for Digital Business, and Andrew McAfee, principal research scientist at the center, has a long but descriptive subtitle: “How the Digital Revolution is Accelerating Innovation, Driving Productivity, and Irreversibly Transforming Employment and the Economy.”

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mo: Flexible Bike Share and Urban Mobility System - Core77

mo: Flexible Bike Share and Urban Mobility System - Core77 | Designing design thinking driven operations | Scoop.it
Industrial Design content and community site - articles, discussions, interviews and resources.
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The Six Cultural Attitudes Towards Social Media. Where do you stand?

The Six Cultural Attitudes Towards Social Media. Where do you stand? | Designing design thinking driven operations | Scoop.it
Slowly but surely, org cultures are shifting in attitude toward social media — from seeing it as a threat to discovering its very real opportunities. And attitude matters, a lot. Social media is about people, not technology.
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