Intriguing deck: Customer experience program KLM (via Fredzimny’s CCCCC’s)
Posted on 2010/07/12, in Uncategorized. Bookmark the permalink. 6 Comments.
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Serve4Impact
Serving 4 impact in designing designed operations: contexts, constructs, connects, compacts, changes
Fred's bookshelf: read- Cindy Sherman Eva Respini
- Brand Together: How Co-Creation Generates Innovation and Re-energizes Brands Nicholas Ind
- The Marriage Plot Jeffrey Eugenides
- Engage!: The Complete Guide for Brands and Businesses to Build, Cultivate, and Measure Success in the New Web Brian Solis
- Socialnomics: How Social Media Transforms the Way We Live and Do Business Erik Qualman
- Open Leadership: How Social Technology Can Transform the Way You Lead Charlene Li
- Beyond Performance: How Great Organizations Build Ultimate Competitive Advantage Scott Keller
- Rineke Dijkstra A retrospective Blessing
- Uncommon Service: How to Win by Putting Customers at the Core of Your Business Frances Frei
- Brand Relevance: Making Competitors Irrelevant David A. Aaker
- Conversion Optimization: The Art and Science of Converting Prospects to Customers Khalid Saleh
- Implementing Beyond Budgeting: Unlocking the Performance Potential Bjarte Bogsnes
- We First: How Brands and Consumers Use Social Media to Build a Better World Simon Mainwaring
- A Visit from the Goon Squad Jennifer Egan
- Econovation: The Red, White, and Blue Pill for Arousing Innovation Steve Faktor
- Brassai, Paris Brassai
- Vivian Maier: Street Photographer Vivian Maier
- The Social Organization: How to Use Social Media to Tap the Collective Genius of Your Customers and Employees Anthony J. Bradley
- The Innovative University: Changing the DNA of Higher Education from the Inside Out Clayton M. Christensen
- Pull: The Power of the Semantic Web to Transform Your Business David S. Siegel
- Designing designed operations
- Sheryl Sandberg’s Inspiring Speech At Harvard Business School | Poets and Quants 2012/05/26When she graduated from HBS in 1995, Sandberg noted, Facebook founder Mark Zuckerberg was all of 11 years old...See it on Scoop.it, via Designing design thinking driven operations
- “Today, we’re never finished, and that’s okay.” 2012/05/26"If you want to, you can never be finished.” - Seth Godin...See it on Scoop.it, via Designing design thinking driven operations
- The Gen Y guide to collaborative consumption | MNN - Mother Nature Network 2012/05/26"@imJeremyR: The Gen Y guide to collaborative consumption #collcons http://t.co/KZnh7TQ4"...See it on Scoop.it, via Designing design thinking driven operations
- Customer Integration - Socializing the Help Desk – The Party Continues 2012/05/26"It’s impossible for an IT professional to go anywhere without hearing about the social media paradigm transforming the help desk function.See it on Scoop.it, via Designing design thinking driven operations
- Customer Integration - Learn from your customers with Google Consumer Surveys - The Dispatch 2012/05/26
- Extreme Social - Effective Social Media Strategies Begin With the Right Tone of Voice | Social Media Today 2012/05/26The ease of publishing content to the web has possibly created an attitude that forming an effective social media campaign involves merely gathering text and making it live with a simple click.See it on Scoop.it, via Extreme Social...See it on Scoop.it, via Designing design thinking driven operations
- Customer Service Innovation - How Consumers Respond to Bad Customer Service [Infographic ... 2012/05/26We're all aware of the importance of keeping customers happy. It costs significantly more to acquire a customer than keep one.See it on Scoop.it, via Designing design thinking driven operations
- Jason Duty, Director of Global Social Outreach Services at Dell, on Social@Scale 2012/05/26"You have to have a passionate work force..."...See it on Scoop.it, via Designing design thinking driven operations
- The Smartphone Psychology Manifesto 2012/05/26In Perspectives on Psychological Science (May 2012 vol.See it on Scoop.it, via Designing design thinking driven operations
- 5 Steps to Building Your Platform [Infographic] 2012/05/26I thought it would be cool to create an infographic for my new book, Platform: Get Noticed in a Noisy World. Thanks to Dave Whitlock of Principle Design for creating this for me. Click here to download the full-size PDF.See it on Scoop.it, via Designing design thinking driven operations
- Driving change - Taking Small Steps to Big Data 2012/05/26Big data can produce significant competitive advantages for companies in just about every kind of industry, panelists speaking at the MIT Sloan CIO Symposium this week agreed.See it on Scoop.it, via Driving change - Conduite du changement...See it on Scoop.it, via Designing design thinking driven operations
- Driving change - Leadership Is a Conversation 2012/05/26The command-and-control approach to management has in recent years become less and less viable.See it on Scoop.it, via Designing design thinking driven operations
- 5 Important Customer Service Statistics for Call Centers 2012/05/26Deliver a better customer service experience in your call center by understanding these five important customer support statistics.See it on Scoop.it, via Designing design thinking driven operations
- Doc Searls Weblog · After Facebook fails 2012/05/26Same old blog, brand new place (“@francesbell: Good read RT @euan: After Facebook fails http://t.co/t1q64VzV from @dsearls” service-dominant logic?See it on Scoop.it, via Designing design thinking driven operations
- Programm | Service Design Network Germany Conference 2012 2012/05/26See @markusedgar @adamstjohn of @WorkPlayX live at #sdnc2012 http://t.co/LMOkSlhU #servicedesign #theatertools...See it on Scoop.it, via Designing design thinking driven operations
- Service Design Daily 2012/05/26Daily news about Service Design from different opinion leaders, magazines, researchers and online sources. Enjoy! (Service Design Daily is out!See it on Scoop.it, via Designing design thinking driven operations
- Digital Customer Experiences: The Next Frontier For AD&D Pros | Forrester Blogs 2012/05/26RT @forrester: Digital customer experience has become a key business differentiator, but most firms don't treat it as…http://t.co/Lteyv6aZ...See it on Scoop.it, via Designing design thinking driven operations
- Amazon.com: Store Design and Visual Merchandising: Creating Store Space That Encourages Buying (9781606490945): Claus Ebster, Marion Garaus: Books 2012/05/26Amazon.com: Store Design and Visual Merchandising: Creating Store Space That Encourages Buying (9781606490945): Claus Ebster, Marion Garaus: Books (Store Design and Visual Merchandising: Creating Store Space That Encourages Buying: In an age of self-service...See it on Scoop.it, via Designing design thinking driven operations
- Customer Experience Leadership or Customer Service Management? | CustomerThink 2012/05/26
- IBM 2012 Global CEO Study - Australia 2012/05/26Register now for the fifth biennial IBM Global CEO Study to launch in May 2012. This newest IBM C-suite Study reveals how over 1,700 CEOs are responding to the connected economy.See it on Scoop.it, via Designing design thinking driven operations
- Sheryl Sandberg’s Inspiring Speech At Harvard Business School | Poets and Quants 2012/05/26
- Currently reading
- Design Thinking: Understanding How Designers Think and Workauthor: Nigel Cross name: Fred average rating: 3.12 book published: 2011 rating: 0 read at: date added: 2012/05/15 shelves: currently-reading review: […]Nigel Cross
- Web Analytics 2.0: The Art of Online Accountability & Science of Customer Centricity [With CDROM]author: Avinash Kaushik name: Fred average rating: 4.22 book published: 2009 rating: 0 read at: date added: 2011/08/18 shelves: currently-reading review: […]Avinash Kaushik
- Design Thinking: Understanding How Designers Think and Work
- Recommended (but not yet read)
- Talent Is Overrated: What Really Separates World-Class Performers from EverybodyElseauthor: Geoff Colvin name: Fred average rating: 3.91 book published: 2008 rating: 0 read at: date added: 2008/11/02 shelves: to-read review: […]Geoff Colvin
- Mindset: The New Psychology of Successauthor: Carol S. Dweck name: Fred average rating: 4.00 book published: 2006 rating: 0 read at: date added: 2008/11/28 shelves: to-read review: […]Carol S. Dweck
- Before Elvis there was nothingauthor: Nora Luttmer name: Fred average rating: 4.00 book published: 2009 rating: 0 read at: date added: 2008/12/25 shelves: to-read review: 50 Jahre nach Robert Franks „The Americans" begibt sich der Fotograf André Lützen auf eine Reise durch den Alltag der Amerikaner. Sein Roadmovie führt uns vom Colorado bis zum Mississippi, von der Wüste in die Subt […]Nora Luttmer
- Ed Templeton: The Golden Age of Neglectauthor: Ed Templeton name: Fred average rating: 4.58 book published: 2004 rating: 0 read at: date added: 2009/01/04 shelves: to-read review: […]Ed Templeton
- From Poverty to Prosperity: Intangible Assets, Hidden Liabilities and the Lasting Triumph over Scarcityauthor: Arnold Kling name: Fred average rating: 3.96 book published: 2009 rating: 0 read at: date added: 2010/04/18 shelves: to-read review: […]Arnold Kling
- Reorganize for Resilience: Putting Customers at the Center of Your Businessauthor: Ranjay Gulati name: Fred average rating: 3.00 book published: 2010 rating: 0 read at: date added: 2010/09/02 shelves: to-read review: […]Ranjay Gulati
- Customer Relationship Management and the Social and Semantic Web: Enabling Cliens Conexusauthor: Ricardo Colomo-Palacios name: Fred average rating: 0.0 book published: 2011 rating: 0 read at: date added: 2011/09/11 shelves: to-read review: […]Ricardo Colomo-Palacios
- Betterness: Economics for Humansauthor: Umair Haque name: Fred average rating: 4.46 book published: 2011 rating: 0 read at: date added: 2011/12/30 shelves: to-read review: […]Umair Haque
- Subject To Change: Creating Great Products & Services for an Uncertain World: Adaptive Path on Designauthor: Peter Merholz name: Fred average rating: 3.51 book published: 2008 rating: 0 read at: date added: 2012/02/01 shelves: to-read review: […]Peter Merholz
- Find Your Next: Using the Business Genome Approach to Find Your Company's Next Competitive Edgeauthor: Andrea Kates name: Fred average rating: 3.67 book published: 2011 rating: 0 read at: date added: 2012/02/14 shelves: to-read review: […]Andrea Kates
- Talent Is Overrated: What Really Separates World-Class Performers from EverybodyElse
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