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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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The Forrester Wave™: Web Content Management for Online Customer Experience, Q3, 2011

The Forrester Wave™: Web Content Management for Online Customer Experience, Q3, 2011 | Designing design thinking driven operations | Scoop.it
This white paper outlines Forrester Research Inc.'s evaluation of 10 WCM products. Topics include: analysis of software, key components, and current rankings. The evaluation report will cover 10 WCM products across approximately 115 criteria.
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Shareable: From Surplus to Sharing

Shareable: From Surplus to Sharing | Designing design thinking driven operations | Scoop.it
From surplus to sharing: capitalizing on collaborative consumption http://ow.ly/6vnwX...
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Infographic: The Collaborative Home - Collaborative Consumption Blog Posts

Infographic: The Collaborative Home - Collaborative Consumption Blog Posts | Designing design thinking driven operations | Scoop.it
What’s Mine Is Yours: The Rise of Collaborative Consumption (@nulpuntnul ga maar los op mobiel en nieuwe apps als je dit ziet: collaborative consumption: http://t.co/tLp8u31...)...
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Possible futures for digital customer service @ NixonMcInnes: Social media goodness. Translated. Created. Delivered.

Possible futures for digital customer service @ NixonMcInnes: Social media goodness. Translated. Created. Delivered. | Designing design thinking driven operations | Scoop.it
future customer service, holistic, control, outsource (RT @nixonmcinnes: (Blog post) What is the future of digital customer service?
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Design thinking as a lifestyle - Stabroek News - Guyana

Design thinking as a lifestyle - Stabroek News - Guyana | Designing design thinking driven operations | Scoop.it
Working hard to hone and develop inner character rewards one with a deep appreciation of life's beauty. But character strength must translate into.
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Experience Mapping – a useful tool to gain customer insights | Antrops blogg

Experience Mapping – a useful tool to gain customer insights | Antrops blogg | Designing design thinking driven operations | Scoop.it
Recently, I have been working in a couple of projects whose goal was to gain deep understanding of customers using a particular service.
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Want to Rent out That Spare Room? The Growing Popularity of 'Collaborative Consumption' - Arabic Knowledge@Wharton

Want to Rent out That Spare Room? The Growing Popularity of 'Collaborative Consumption' - Arabic Knowledge@Wharton | Designing design thinking driven operations | Scoop.it
METADESC (Want to Rent out That Spare Room?
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Sales Management: World Class Selling : The Crossroads of Customer, Sales, Marketing, and Technology : Sales Presentation Sales

Sales Management: World Class Selling : The Crossroads of Customer, Sales, Marketing, and Technology : Sales Presentation Sales | Designing design thinking driven operations | Scoop.it
Sell More!: Sales Management: World Class Selling : The Crossroads of Customer, Sales, Marketing,...
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Marty Neumeier's INNOVATION WORKSHOP: Brand Strategy + Design Thinking = Transformation: Safari Books Online

9780321683977 - Marty Neumeier's INNOVATION WORKSHOP: Brand Strategy + Design Thinking = Transformation - .
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tagged as ‘Service design’ | Edenspiekermann

tagged as ‘Service design’ | Edenspiekermann | Designing design thinking driven operations | Scoop.it
RT @edenspiekermann: on service design, an overview of our recent posts and writings: http://t.co/RKbDa2b #servicedesign #branding...
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Customer Service - The Great, the Bad, and the Ugly | The Social Customer

Customer Service - The Great, the Bad, and the Ugly | The Social Customer | Designing design thinking driven operations | Scoop.it
We recently read Peter Shankman’s raving experience report about Morton’s Steak Houses where essentially the management of the restaurant chain went out of their way to provide a loyal, valuable (and influential on the web) customer with a surprise...
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Midweekst top posts

Midweekst top posts | Designing design thinking driven operations | Scoop.it
Field Research and Design: "What is Design Thinkng?" by Deniss Boyle
The Evolution of CRM « Mitch Lieberman
The Elements of Design Thinking Trading Cards «
Forrester about The Extended CRM ...
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Added Value – Source » Design empowered innovation at ESOMAR Congress 2011

Added Value – Source » Design empowered innovation at ESOMAR Congress 2011 | Designing design thinking driven operations | Scoop.it
How can design thinking enrich marketing + business #innovation?
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Collaborative-Consumption Markets Create New Opportunities for Economic Inclusion | Blog

Collaborative-Consumption Markets Create New Opportunities for Economic Inclusion			 | Blog | Designing design thinking driven operations | Scoop.it
A leader in corporate responsibility since 1992, BSR works with its global network of more than 250 member companies to develop sustainable business strategies and solutions through consulting, research, and cross-sector collaboration.
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Customers Will Pay More (If You Treat Them Well)

ContactPoint increases sales and improves customer service with phone skills training and call recording (RESEARCH: Customers Will Pay More If you Treat Them Well http://ow.ly/6vgyc #customerservice...
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'Sharing' replacing 'owning'

'Sharing' replacing 'owning' | Designing design thinking driven operations | Scoop.it
Bill Ford, automobile giant Ford's executive chairman, admitted to CNN in 2009 that the "future of transportation will be a blend of things like Zipcar, public transportation, and private car ownership." (RT @DonnaChmura: RT @marketingwizdom: Very...
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Design Thinking at my school « Andrew B. Watt's Blog

Design Thinking at my school « Andrew B. Watt's Blog | Designing design thinking driven operations | Scoop.it
So… this summer I went to the Design Thinking Institute at the Nueva School in Hillsborough, CA. I did so at the behest of my boss, the head of school, and his bosses, the board of trustees. For the last year, my school — and ...
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The Persona Core Poster

The Persona Core Poster | Designing design thinking driven operations | Scoop.it
Since years I am working with personas from aspirational to reality. Most of the time I am following the same basic questions and approach while developing the personas.

Finally I found time to...
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thredUp.com: Using Collaborative Consumption

thredUp.com: Using Collaborative Consumption | Designing design thinking driven operations | Scoop.it
thredUp.com an online swapping site for kids clothes, books and toys.video.foxbusiness.com...
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Forrester Research Communities: Segmenting customer for better...

Forrester Research Communities: Segmenting customer for better... | Designing design thinking driven operations | Scoop.it
From the Forrester Communities: Segmenting customer for better relationship management | http://t.co/kPUrsgU...
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Simple Strategies to Win & Keep Customers Profitably

Simple Strategies to Win & Keep Customers Profitably | Designing design thinking driven operations | Scoop.it
Customer management for profit (RT @TheCustmerFrmwk: Want to make more profit from your customer management activity?
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Service Design Party London - Design Thinking Network

Service Design Party London - Design Thinking Network | Designing design thinking driven operations | Scoop.it
We worked hard. We deserve a party!! And we'll have one!
 
London Friday September 23rd 2011
 
A celebration of all we have achieved and will be achieving!
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Retailers top UK service charts: News from Warc.com

Retailers top UK service charts: News from Warc.com | Designing design thinking driven operations | Scoop.it
The largest source of intelligence on marketing, advertising, media and research.
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CRM: Does your business need customer relationship management? - Seattle Post Intelligencer (blog)

CRM: Does your business need customer relationship management? - Seattle Post Intelligencer (blog) | Designing design thinking driven operations | Scoop.it
CRM: Does your business need customer relationship management?
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Design Thinking Case Studies Needed Now - GovLoop - Social Network for Government

Design Thinking Case Studies Needed Now - GovLoop - Social Network for Government | Designing design thinking driven operations | Scoop.it
Greetings GovLoop Friends! I am conducting a global scan of trends and concrete cases using design thinking/service design within public organizations.  The sc… (@mattnathan looking for design thinking public sector case studies @christianbason for...
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