Blog Archives

Reading bcg.perspectives: The Road to Service Excellence

Service dominant logic applicable to manufacturing. What about health care, logistics or even education?

See on Scoop.it – Designing design thinking driven operations

Winning in services matters more than ever for industrial goods companies as customers increasingly demand solutions, not just products.

See on www.bcgperspectives.com

Succeeding in Uncertain Times (serve4impact.com)
Mount Vernon To Host Design Thinking Summit Today | Mount … (serve4impact.com)
Innovating User Value – The Interrelations of Business Model Innovation, (Service) Design Thinking and the Production of Meaning | Service Design Network (serve4impact.com)
The Rise of Cross-Channel UX Design :: UXmatters (serve4impact.com)

Posted in Vision, visionaries, vision things, trends, Front Office and Customer Service Operations, Knowledge management, Performance management, Recovery and the way out of the crisis, recession and depression, Because i like to share again and again

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Tags: Business, Business and Economy, Business Services, Design, Industrial design, Service design, Design thinking, Computers and Internet

Survey finds a single customer view is supporting growing consumer expectations

May 16

Posted by fredzimny

See on Scoop.it – Designing design thinking driven operations

As multi-channel consumers are growing used to a tailored customer experience from online and social media channels, implementing a single customer view (SCV) can help meet growing expectations.

Photocredit: DeadFix

See on www.mycustomer.com

Forrester’s 10-Step Program On Mastering The Service Experience … (serve4impact.com)
VoC: What’s Wrong With VoC and How Do You Get it Right? (Part I) (business2community.com)
Margot Bloomstein’s Driving a Multichannel Experience From a Single Message (serve4impact.com)
The New Reality of Customer Care | Business 2 Community (serve4impact.com)
VoC:What’s Wrong With VoC and How Do You Get It Right? (Part III) (futurelab.net)

Posted in Because i like to share again and again, CRM, Enterprise 2.0, Social Media, Web 2.0 and Information Technology,, Front Office and Customer Service Operations, Knowledge management, Performance management

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Tags: Business, Business Services, Consulting, Customer experience, Customer Management, Customer service, Design thinking, Social media

Customer Service Agent Collaboration Helps Move The Needle On FCR and Customer Satisfaction | Forrester Blogs

May 12

Posted by fredzimny

See on Scoop.it – Designing design thinking driven operations

@forrester Customer Service Agent Collaboration Helps Move The Needle On FCR and Customer Satisfaction http://t.co/r6o6drB4 #leadership…

See on blogs.forrester.com

Sorry NPS, I’m not buying (it).. (wimrampen.com)
It is time to move on to ‘How’ – Where the Rubber Meets the Road for Customer Service (mjayliebs.wordpress.com)
Forbes: Customer Satisfaction (theopenforce.com)
Definition of Customer Satisfaction – Redux and Mea Culpa (customerthink.com)

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Tags: Business, Business Services, Consulting, Customer Management, Customer Satisfaction, Customer service, Customer Support, Education and Training

PAS As a Launchpad for Improved Customer Experience – Insurance & Technology

May 12

Posted by fredzimny

See on Scoop.it – Designing design thinking driven operations

A modernized policy administration platform provides the necessary launch pad for carriers to offer a variety of highly differentiated customer experiences and better respond to complex market demands.

See on www.insurancetech.com