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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Inter-Departmental Customer Service Surveys

Inter-Departmental Customer Service Surveys | Designing  service | Scoop.it
Inter-Departmental Customer Service Surveys Quality Tools, Improvement and Analysis (#QSE Inter-departmental customer service surveys: Management would like to obtain satisfaction levels of departm...)...
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Change by Design: How Design Thinking Transforms Organizations and Inspires Innovation | Ebooks Bestseller Amazon

Change by Design: How Design Thinking Transforms Organizations and Inspires Innovation | Ebooks Bestseller Amazon | Designing  service | Scoop.it
New blog post : Change by Design: How Design Thinking Transforms Organizations and Inspires Innovation http://t.co/1EH5ctvP...
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Unishared - Design Thinking for Social Inno - lessons full of sense by Trech - Google Documents

Unishared - Design Thinking for Social Inno - lessons full of sense by Trech - Google Documents | Designing  service | Scoop.it
Design thinking from la mutinerie shared by @leilahoballah : http://t.co/9EmAxkqB via @UniShared...

 

Photocredit: EXSS SS 2012 - josefinabietti

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Organic, bought - what’s the difference?

Organic, bought - what’s the difference? | Designing  service | Scoop.it
Like the great doers of our past did it, focus on the organic, engagement-oriented approach. It’s truly more customer-centric and adds far greater substance to your relationship with your fans.
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7 Content Marketing Lessons from Napoleon Hill

7 Content Marketing Lessons from Napoleon Hill | Designing  service | Scoop.it

Napoleon Hill’s classic Think and Grow Richwas first published back in 1937. Now, in its 75th anniversary year, Mr. Hill’s lessons are still extremely relevant and valuable, even today.I had the opportunity to dust off my version of Think and Grow Rich (from 1960, with dog-eared and coffee-stained pages) last week during a brief golf holiday. In its relation to content marketing, I noticed some clear takeaways that most corporate marketers simply do not embrace. In the book, there are 15 powerful chapters that are helpful to all individuals, but seven chapters were spot-on relevant to content marketing. Here they are with my notes.

Desire

“Whatever the mind can conceive and believe it can achieve.”


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Nicholas Christakis: The hidden influence of social networks | Video on TED.com

Nicholas Christakis: The hidden influence of social networks | Video on TED.com | Designing  service | Scoop.it

 

We're all embedded in vast social networks of friends, family, co-workers and more. Nicholas Christakis tracks how a wide variety of traits -- from happiness to obesity -- can spread from person to person, showing how your location in the network might impact your life in ways you don't even know.


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Top Reasons Cultural Transformations Fail

Top Reasons Cultural Transformations Fail | Designing  service | Scoop.it
Our Linked 2 Leadership group on LinkedIn (connect with me) is having a lively and insightful discussion on the question, “What are the top reasons why cultural transformations fail?

 

Photocredit: Regia, NY - josefinabietti

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Staff ‘deluded’ over standard of customer service - People Management Magazine Online

Staff ‘deluded’ over standard of customer service - People Management Magazine Online | Designing  service | Scoop.it
Research has revealed a huge mismatch between how employees view customer service and what customers really think, suggesting staff are 'deluded' about their behaviour.
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"Sharing Economy" (Collaborative Consumption): Trend Overview

Campbell Mithun created this depiction of collaborative consumption while exploring implications of the trend for marketers. View related content, including ...
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Amazon.com: Service Design Book (Itil) (9780113310470): Colin Rudd; Vernon Lloyd: Books

Service Design Book (Itil)

~ Colin Rudd; Vernon Lloyd (author) More about this product
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Amazon.com: Service Design Book (Itil) (9780113310470): Colin Rudd; Vernon Lloyd: Books (Service Design Book (Itil) (Paperback): Service Design Book (Itil) (Paperback) http://t.co/PS04rAm5...)...
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Industry Details for 2012 Temkin Experience Ratings

Industry Details for 2012 Temkin Experience Ratings | Designing  service | Scoop.it
I’ve now completed posts covering all 18 industries in the 2012 Temkin Experience Ratings. Here are links to all of the industry-specific posts: >Airlines >Appliance makers >Auto d... (How do you feel you stack up against other Industry stalwarts?
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WE DON’T NEED (more) CLOTHES / by @agalorda

WE DON’T NEED (more) CLOTHES / by @agalorda | Designing  service | Scoop.it
Related articles Collaborative consumption: Rent those clothes, don’t buy (serve4impact.com) Like this:LikeOne blogger likes this post.
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New York Collaborative Consumption: Shared Squared

New York Collaborative Consumption: Shared Squared | Designing  service | Scoop.it
Are you interested in collaborative consumption, the commons, sharing, or just meeting interesting people? We'll stretch it and let you share a drink or story.
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Design thinking

Design thinking
cirou's photo on Instagram (Design thinking @ Mutinerie coworking http://t.co/40OLyHfp...)...
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Wendy Lea, CEO, Get Satisfaction: “Service is the new marketing”

Wendy Lea, CEO, Get Satisfaction: “Service is the new marketing” | Designing  service | Scoop.it
How will Get Satisfaction follow its stellar 2011? And how does it compete with Lithium and Jive? (@neilcdavey Special thanks for the great coverage!

 

Photocredit: The World Looks Red: First day of spring

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How Innovation Happens and Why You Should Care

How Innovation Happens and Why You Should Care | Designing  service | Scoop.it
Everyone knows that Thomas Edison invented the phonograph. Well, sort of. Actually, he improved a device to record and reproduce sound in 1877 that others (including Alexander Graham Bell) made better.
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Integral Design Thinking, Guessing the Future

Integral Design Thinking, Guessing the Future | Designing  service | Scoop.it

What is design thinking and how might theories of design relate to and contribute to integral leadership capacities? I will offer answers from various contextual frames throughout this article. Design artifacture, the cultural ...


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The Rise of Digital Influence - Report

The Rise of Digital Influence - Report | Designing  service | Scoop.it

We live in a time when social networks such as Facebook, Twitter, Google+, et al., not only connect us, they become part of our digital lifestyle.

 

But it’s not just about how these networks help us connect and communicate with others. Whether we know it or not, our social activity now contributes to our stature within each network.

 

New services such as Klout, PeerIndex among many others not only measure who you know, what you say, and what you do, they attempt to score or rank your ability to influence those to whom you’re connected.

 

As a result, social network users are now starting to rethink how they connect and communicate to improve their stature within each network. And at the same time, brands are taking notice as these services also help organizations identify individuals who are both connected and relevant to help expand reach into new media and markets.

 

Brands extend their reach into new networks and consumers earn recognition and reward for their online status. These new paradigms also present a number of unforeseen challenges as businesses and digital consumers alike come to grips with what influence is and isn’t.

 

The Rise of Digital Influence  - http://bit.ly/GKZZrJ [PDF] - takes a deep dive into digital influence. It explores the emerging landscape for digital influence to provide businesses with a lens into how it’s earned and spent in social networks.

 

The Report lays out an Influence Framework and an Influence Action Plan to identify connected consumers and to define and measure digital influence initiatives using an included step-by-step process. Through examples and a review of the digital influence tools available, businesses will posses a stronger grasp of how to develop effective engagement strategies and supporting processes

 

By Brian Solis - http://bit.ly/GL0phG ;


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Influence Measurement To Gain Traction: Brian Solis Explains Why

Influence Measurement To Gain Traction: Brian Solis Explains Why | Designing  service | Scoop.it

Robin Good: Online services like PeerIndex and Klout re not really yet trusted indicators of your true influence, but things may change quite rapidly o this front.

 

In a written report packaged as a presentation deck entitled: "The Rise of Digital Influence", Brian Solis has released a report that breaks down the top 14 influence measuring services

(Appinions, eCairn, Empire Avenue, Klout, Kred, mPACT, PeerIndex, PROskore, Radian6, Traackr, TweetLevel, TweetReach, Twitalyzer, and TwitterGrade) explaining what they are good for.

 

Here a few highlights from Techcrunch own review of Brian Solis' presentation: 

 

"Brian Solis believes that rather than sending out a flurry of tweets in hopes of boosting your score now, you should think about your short- and long-term goals with social media.

 

It’s not worth trying to game the system. I think services like Klout should inspire you to think critically about how to use Twitter, Facebook, LinkedIn and other social media.

 

That way you can increase your real-world influence and let your scores rise to reflect that, instead of the reverse."

 

"A lot of people think that nobody gives a damn about your Klout score, and that those from other services are equally useless. I disagree. They may not be very accurate yet, but they’re getting better quickly."

 

Insightful. 8/10

 

Full presentation by Brian Solis: http://www.slideshare.net/Altimeter/the-rise-of-digital-influence ;

 

Original article: http://techcrunch.com/2012/03/21/klout-kred-peerindex-radian6/ ;


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Zeus, Janus and Customer Experience | Freeman Christie ...

Why customer experience people need to stand outside their organisations and look in - rather than staying inside looking out.
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Collaborative Consumption: New business models speaker interviews - NESTA

Collaborative Consumption: New business models speaker interviews - NESTA | Designing  service | Scoop.it
NESTA promotes innovation in the UK. We are the UK’s foremost independent expert on how innovation can solve some of the country’s major economic and social challenges. (Interested in collaborative consumption & co-creation?
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Sharemystorage: Collaborative Consumption Comes To The Garage

Sharemystorage: Collaborative Consumption Comes To The Garage | Designing  service | Scoop.it
We’ve had car-sharing, house-swapping, and fashion-exchanging. What’s next for collaborative consumption? How about storage?
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Business schools are doing more design thinking....

Business schools are doing more design thinking.... | Designing  service | Scoop.it
“Business schools are doing more design thinking.
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