Blog Archives

Service Design for Intranets by Maish Nichani

500px / Photo “Stories.” by Remy Perthuisot

From the author:

Better services lead to better lives. We see it all around us. An online money transfer service, for example, saves us a drive to the bank (and the wait time there).

The dependence on information and the availability of new channels such as mobile phones and tablets has opened up the space for offering better, more personalized services. This holds true for the intranet as well.

How can we discover new services for staff? How can we design them better? How can we make use of the different channels? In this talk, I’ll show how principles and methods from the emerging discipline of Service Design can be applied to discover new services or fix existing ones, all with the aim of helping staff get their job done in a faster, smarter way.

Bringing Drama to Service Design (design-transitions.com)
Delighting our students ” Service Design, Marketing and Innovation … (serve4impact.com)
DESIGN Thinking Review – Service Design for Intranets (scoop.it)
Are social intranets more “lovable?” (socialmediatoday.com)

Posted in Front Office and Customer Service Operations, Knowledge management, Performance management, Vision, visionaries, vision things, trends

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Tags: App Store, Apple, Business, Customer, Design, enterprise-it, Financial Services, it-security, Mobile, Remy Perthuisot, Service design, Technology

Digital Customer Experiences: The Next Frontier For AD&D Pros | Forrester Blogs

May 26

Posted by fredzimny

See on Scoop.it – Designing design thinking driven operations

RT @forrester: Digital customer experience has become a key business differentiator, but most firms don’t treat it as…http://t.co/Lteyv6aZ...

See on blogs.forrester.com

Forrester’s 10-Step Program On Mastering The Service Experience … (serve4impact.com)
Customer Experience and Outside In thinking (and our book about it) (forrester.typepad.com)
The Eight Questions To Ask Before You Buy A CRM Solution | Forrester Blogs (serve4impact.com)

Posted in Because i like to share again and again, CRM, Enterprise 2.0, Social Media, Web 2.0 and Information Technology,

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Tags: blogs.forrester.com, Business, Customer, Customer experience, Customer Management, Customer service, Design thinking, Forrester Research

Dear [insert Business Name], What’s Your Promise?

May 26

Posted by fredzimny

Not only functional but also emotional. And not only business but also as a professional or as a person.

See on Scoop.it – Designing design thinking driven operations

“You say you want to get closer to customers, but your actions are different than your words.

You say you want to “surprise and delight” customers, but your product development teams are too busy building against a roadmap without consideration of the 5th P of marketing…people.”

If we are to truly change, we must find purpose. We must uncover the essence of our business and the value it delivers to traditional and connected consumers. We must rethink the spirit of today’s embrace and clearly articulate how transformation is going to improve customer and employee experiences and relationships now and over time.

What’s Your Promise? Your promise to me as your consumer, stakeholder, and partner.

An Inspirational Post by Brian Solis – http://bit.ly/w1AGy8 , Read Entire Article Here: http://bit.ly/LxjGnM

See on www.briansolis.com

Posted in Because i like to share again and again, Recovery and the way out of the crisis, recession and depression, Vision, visionaries, vision things, trends

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Tags: Articles, Brian Solis, Business, business value, Customer, Design, Design thinking, Geschwisterliebe, Strategic management

The Eight Questions To Ask Before You Buy A CRM Solution | Forrester Blogs

May 23

Posted by fredzimny

The Eight Questions To Ask Before You Buy A CRM Solution | Forrester Blogs.

During the last five years, the customer relationship management (CRM) solutions market has experienced considerable growth and turmoil. Quickly evolving technologies like multichannel digital customer engagement, real-time decisioning, social computing, business process management (BPM), and mobility are creating new ways for organizations to deliver differentiated customer experiences. There has been a rapid rise in the popularity of solutions deployed through the cloud, and vendors have acquired direct competitors or snapped up companies in adjacent spaces to broaden their customer management offerings. As a result, business and IT leaders are often confused about which solution to choose.

I have just finished Forrester’s Wave™ evaluation of the leading CRM solutions. We evaluated 18 solutions against 411 criteria and will publish our findings in June. While every CRM solution has its strengths and weaknesses, here are the key questions you need to ask to pin down the right solution:

1. Will the solution help us deliver great customer experiences

t The Eight Questions To Ask Before You Buy A CRM Solution | Forrester Blogs.

aosakana:

WHEN GREEN GRASS WAS YELLOW ON PICTURES | BY NADINE DREXLER: The truth lies

Customer Integration – It’s all about the conversation…or is it? Customer Experience (cuzziol.blogspot.fr)

Posted in Because i like to share again and again, CRM, Enterprise 2.0, Social Media, Web 2.0 and Information Technology,, Vision, visionaries, vision things, trends

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Tags: BPM, Business, Business process management, Customer, Customer relationship management, Customer service, June, Marketing

When Customers Say Yes

May 21

Posted by fredzimny

See on Scoop.it – Designing design thinking driven operations

When customers say yes — when they’re engaged — continue listening and talking; in other words, continue the conversation.
This may seem counterintuitive for people who grew up thinking that when your customer says yes, you should quit talking.

See on www.conversationagent.com