Customer Experience, Service Design, Design Thinking
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Optimizing Customer Experience: Key, Emerging Priorities for 2016 (and Beyond) | CustomerThink


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Colin Taylor TRG's curator insight, November 23, 2015 8:44 PM

Key Priorities for your #CX in 2016 - Emotions, Ambassadors and Complaint Management - #custserv #custexp

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What Will the Internet Look Like in the Next Century? - Marketing Technology Blog

What Will the Internet Look Like in the Next Century? - Marketing Technology Blog | Customer Experience, Service Design, Design Thinking | Scoop.it

To think that my children are growing up in an age where the Internet was always here is quite amazing. The fact that we’ve moved from simple dial-up to having dozens of devices in our homes that are connected, recording, and helping us navigate daily is incredible. Thinking 100 years from now is well-beyond my vision. With the explosion of mobile and our devices getting more and more powerful, I can only guess that displays will be everywhere and our mobile devices will be all we have aside from the cloud.

 

No doubt everything will be connected and optimized. Our refrigerators will automatically toss our food and get everything delivered, by recipe, for our planned meals. Our cars will be driving themselves. I can only imagine some of us will even have volunteered to be wired full times – perhaps with devices implanted for recording our visual and audio as needed. We’ll have some kind of projection device to bring up our applications or messaging wherever we are – with audio and video streaming without issue. Perhaps fold-up or rolled-up displays will be in our backpacks.

 

I suppose we’ll also have the bad, too. A black Internet that’s the very scariest of anonymous humanity waiting to provide you anything you need at the literal blink of an eye. Ok… I don’t want to think about this anymore.

 


Via Russ Merz, Ph.D.
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Russ Merz, Ph.D.'s curator insight, July 16, 2014 9:46 AM

A speculative glimpse at the internet of the future.

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The customer experience tech and trends that will define 2015

The customer experience tech and trends that will define 2015 | Customer Experience, Service Design, Design Thinking | Scoop.it
What trends will determine the customer experience successes and failures of the coming year?

Via Alama, Fred Zimny
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Colin Taylor TRG's curator insight, January 19, 2015 10:28 AM

#VOC and #AgentEngagement are 2 of the top trends for 2015. Is your #custserv #callcenter ready?

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Designing design thinking driven operations

Designing design thinking driven operations | Customer Experience, Service Design, Design Thinking | Scoop.it

 

 

Customer experience, customer service, design thinking, service design, service management

 

Mail me: fjg.zimny@serve4impact.com

  

Follow me on twitter: @FredZimny

 

Connect with me on linkedin http://www.linkedin.com/in/fredzimny

  

Even more good stuff at http://serve4impact.com 

 

 

 

 




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Sneaky's comment, June 25, 2015 10:42 AM
super article
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Do You Decide to Say “Sorry”? — Chief Customer Officer 2.0

Do You Decide to Say “Sorry”? — Chief Customer Officer 2.0 | Customer Experience, Service Design, Design Thinking | Scoop.it
An apology that repairs the emotion connection is a hallmark of companies we love.

Via Rosetta Carrington Lue, Fred Zimny
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Service design - taking the guesswork out of behaviour change | Industry Voice | Design Week

Service design - taking the guesswork out of behaviour change | Industry Voice | Design Week | Customer Experience, Service Design, Design Thinking | Scoop.it

Capita’s Joel Bailey looks at how service design helps improve user experiences.


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Integrating Design Thinking and Scientific Process | Innochat

Integrating Design Thinking and Scientific Process | Innochat | Customer Experience, Service Design, Design Thinking | Scoop.it
Tomorrow's #innochat is on a core topic "Integrating Design Thinking and Scientific Process" http://t.co/3dnR237sEo

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The Path To Customer Experience Differentiation...

The Path To Customer Experience Differentiation... | Customer Experience, Service Design, Design Thinking | Scoop.it
In a previous post, I wrote about speakers at Forrester’s Forum For Customer Experience Professionals EMEA who represented companies in the repair phase of customer experience (CX) maturity.

Via Fred Zimny
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The Power of Peer in Social Customer Care

The Power of Peer in Social Customer Care | Customer Experience, Service Design, Design Thinking | Scoop.it
As you plan your social customer experience program, think about the value of peer technology, of placing more control into the hands of your customers.

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The Why & How of Customer Experience (CX)

The Why & How of Customer Experience (CX) | Customer Experience, Service Design, Design Thinking | Scoop.it
Customer Experience has become a top business objective.

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The Future for #Customer #Experience in 2014

The Future for #Customer #Experience in 2014 | Customer Experience, Service Design, Design Thinking | Scoop.it
What does 2014 hold for us in the discipline of Customer Experience? Here are a few trends that I am seeing which I believe will become more important this year.

Via Eric_Determined / Eric Silverstein
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Eric_Determined / Eric Silverstein's curator insight, January 9, 2014 4:06 AM

Valuable insight from @ColinShaw_CX on the different CX components that will impact 2014.


Share your thoughts on the trends listed?


Does your company understand the emotional connection needed?

Roberto Nocera's curator insight, January 9, 2014 1:32 PM

Customer Experience Trends  of 2014

@HugoASaenz's curator insight, January 15, 2014 10:33 AM

Un buen comienzo para ver que va a pasar en #CustEx en el 2014!

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What Is #Customer #Experience?

What Is #Customer #Experience? | Customer Experience, Service Design, Design Thinking | Scoop.it
To get customer experience right, companies first need to get the definition right, according to an enlightening talk I had with Esteban Kolsky, the principal and...

Via Eric_Determined / Eric Silverstein
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Eric_Determined / Eric Silverstein's curator insight, January 12, 2014 4:47 PM


Vala Afshar and Esteban Kolsky share important insights into how Customer Experience is perceived vs what it is:


1. Customers are not listening to what you have to say


2. Customers know more about your business than you do


3. Customers create their own experience 


4. Customer interactions are complex and unpredictable


5. Customer communities are where the knowledge is


 It's an exciting time for brands to embrace change, and engage in those unique experiences with their customers. 


Share your thoughts?

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The Importance of Providing a Great #Customer #Experience - #Infographic

The Importance of Providing a Great #Customer #Experience - #Infographic | Customer Experience, Service Design, Design Thinking | Scoop.it
Check out our new infographic “The importance of providing a great customer experience" to understand what constitutes good customer experience, how providing good customer experience can help you to retain your customers and increase...

Via Eric_Determined / Eric Silverstein
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Eric_Determined / Eric Silverstein's curator insight, January 16, 2014 3:16 PM

Valuable statistics and trends that remind all companies what really matters.


With companies focused on new business, don't forget that it costs 7 times more to attract a new customer than to retain an existing customer!


Of the top elements that generate a great customer experience, any surprises in the data shared?


Which statistic do you value the most within this infographic?

JC Hubac's curator insight, January 17, 2014 10:02 AM

Interesting..

To a new CRM??

Jean-Marie Grange's curator insight, January 17, 2014 11:29 AM

Customer service is very important. Here is why...

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Storytelling With Wearable Technology | Monica Burns Blog | Edutopia.org

Storytelling With Wearable Technology | Monica Burns Blog | Edutopia.org | Customer Experience, Service Design, Design Thinking | Scoop.it

Wearable technology is incredibly exciting for educators and students of all ages. In the past few years, mobile devices have found an essential place in the classroom. If you've used smartphones and tablets as instructional tools, you know how powerful these devices can be in the hands of students. Will this also be true for wearable technology?

When we think of wearable technology, products like the Apple Watch and Google Glass might pop into your mind. Although there are teachers who have done exciting things with Google Glass -- and I'm sure many will find ways to bring the Apple Watch into the equation -- teachers are examining their options as they explore how wearables can transform their classroom.

So what does this have to do with storytelling?

 

Click headline to read more and access hot links--


Via Chuck Sherwood, Senior Associate, TeleDimensions, Inc
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The 5 Requirements of a Truly Innovative Company

The 5 Requirements of a Truly Innovative Company | Customer Experience, Service Design, Design Thinking | Scoop.it

Can you think of any business topic that’s been hotter for longer than innovation? Trouble is, it’s hard to think of any business challenge where real pro­gress has been harder to come by. By now, your company probably has a new busi­ness incubator, an idea wiki, a disciplined process for mining customer insights, an awards program for successful innovators, and maybe even an outpost in Silicon Valley—all fine ideas—and yet, most likely, it still struggles to meet its growth goals and seldom thrills its customers. And it’s not just your company. In a McKinsey poll, 94% of the managers surveyed said they were dissatisfied with their company’s innovation performance.

 

By comparison, think of the long strides many businesses have made in reengineering their supply chains, boosting product quality, and rolling out lean six sigma. These efforts have paid huge dividends. And yet when it comes to innovation, the gap between aspiration and accomplishment seems as big as ever. What’s the problem?

 


Via Russ Merz, Ph.D.
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Russ Merz, Ph.D.'s curator insight, April 28, 2015 7:24 PM

Do you know what it takes to be an innovative company? Here are 5 key requirements by Gary Hamel and Nancy Tennant. Definitely worth reading and saving for future reference.

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The Service Innovation Handbook: Action-oriented Creative Thinking Toolkit for Service Organizations: Amazon.co.uk: Lucy Kimbell: 9789063693534: Books

The Service Innovation Handbook: Action-oriented Creative Thinking Toolkit for Service Organizations

~ Lucy Kimbell (author) More about this product
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Buy The Service Innovation Handbook: Action-oriented Creative Thinking Toolkit for Service Organizations by Lucy Kimbell (ISBN: 9789063693534) from Amazon's Book Store. Free UK delivery on eligible orders.

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11 ways to boost your online store's credibility | Web design | Creative Bloq

11 ways to boost your online store's credibility | Web design | Creative Bloq | Customer Experience, Service Design, Design Thinking | Scoop.it
Catalin Zorzini Anyone who has built an ecommerce store before, knows this: credibility is one of the toughest things to achieve. 
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6 Interesting Insights from the Preliminary Customer Experience ...

6 Interesting Insights from the Preliminary Customer Experience ... | Customer Experience, Service Design, Design Thinking | Scoop.it
This is why research like The Customer Experience Management Benchmark Study (CEMBS) that sheds light on reaching and engaging connected consumers is so valuable. While the full findings of the CEMBS will be ...

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NRF 2014 opener: Retail stores 'meet a human need, not just a commercial one' - Retail Customer Experience

NRF 2014 opener: Retail stores 'meet a human need, not just a commercial one' - Retail Customer Experience | Customer Experience, Service Design, Design Thinking | Scoop.it
NRF 2014 opener: Retail stores 'meet a human need, not just a commercial one' Retail Customer Experience "But now more than ever, we need to focus on what has always been and will always be essential to our customer: creating an experience that is...

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Ali Anani's curator insight, January 15, 2014 3:21 PM

Good insights for retailers

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Five Must-Read Books on Design Thinking Methods

Five Must-Read Books on Design Thinking Methods | Customer Experience, Service Design, Design Thinking | Scoop.it
There are a lot of books on design thinking. A search on Amazon.com for the
term will yield thousands of results. So how do you know which books are
worthwhile?

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Customer Experience, Correlations and Predictions of the Future - Business 2 Community

Customer Experience, Correlations and Predictions of the Future - Business 2 Community | Customer Experience, Service Design, Design Thinking | Scoop.it

Recently I read very interesting article that explores role of intuition in data...


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Solving the Right Problem and Finding Your Own Solution: An Interview with Don Norman | UX Magazine

Solving the Right Problem and Finding Your Own Solution: An Interview with Don Norman | UX Magazine | Customer Experience, Service Design, Design Thinking | Scoop.it
"Solving the Right Problem and Finding Your Own Solution: An Interview with Don Norman" http://t.co/VsiUBhLjfV (http://t.co/rpm6BMJFjT)

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4 Ways to Fail and One Way to Win

4 Ways to Fail and One Way to Win | Customer Experience, Service Design, Design Thinking | Scoop.it
Success requires two things: goals and process. The tricky part is how you put those two things together.

Via Eric_Determined / Eric Silverstein
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Eric_Determined / Eric Silverstein's curator insight, January 6, 2014 3:02 PM

Time to win in 2014 with the right goals and process, with a clear focus on #Customer #Experience :)


Which of the following statements is correct:


1. Ignore both goals and process. 


2. Focus on process and ignore goals. 


3. Focus on goals and ignore process. 


4. Focus on both goals and process. 


None of the above!


The One Way to Win


Be inspired by goals then attentive to process.


Are you ready to win Gold this year?

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#Wearable gaming is the next big thing, but it must provide a unique interactive experience!

#Wearable gaming is the next big thing, but it must provide a unique interactive experience! | Customer Experience, Service Design, Design Thinking | Scoop.it
SAN FRANCISCO (Reuters) - Wearable computers like Google Glass and the Samsung Galaxy Gear watch may not have caught fire yet, but that hasn't stopped mobile game developers from rushing to create apps...

Via Eric_Determined / Eric Silverstein
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Eric_Determined / Eric Silverstein's curator insight, January 7, 2014 8:17 PM
@MalathiNayak correctly points out: "#Games and #Apps have often popularized new hardware, helping to familiarize consumers with the technology. Rovio's Angry Birds demonstrated the iPhone's easy swipe and touch features, and the card game Solitaire made using the mouse on Microsoft Corp's Windows operating software seem intuitive.

It's early days in wearables, but what are your thoughts over the next 5 to 10 years? Glasses, watches?

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Rules of Customer Engagement - TRUST!

Rules of Customer Engagement - TRUST! | Customer Experience, Service Design, Design Thinking | Scoop.it
As I mentioned above, 90 percent of buyers trust a network referral.  Leaving us as businesses to ask, who represents the network and how do I gain the support of those influencers to evangelize my business.

Via Eric_Determined / Eric Silverstein
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Debra Walker's curator insight, January 13, 2014 3:02 PM

Excellent article with "simple" common sense thoughts on connecting with customers.  Thank you. 

Local Search HQ's comment, January 14, 2014 7:04 AM
Thanks alot for this excellent blog. Very useful points shared.
Eric_Determined / Eric Silverstein's comment, January 14, 2014 11:43 AM
Hi Local Search HQ, thanks for your positive comment. Cheers, Eric