After having read Qin Han’s excellent Practices and Principles in Service Design, I still wonder that there is an urgent need to emphasize Knowledge Management in Service Design, CEM and customer journey. That is why this post in included here!.
Companies with savvy marketers spend lots of time determining how to market a piece of compelling “thought leadership” content, especially one based on deep primary research. What blog posts can we create, and what bloggers should we contact? What about a webinar series? What opinion articles can we craft, and which publications should we target? Is there a worthy Harvard Business Review or Sloan Management Reviewsubmission here? Perhaps even the basis for a book?
But I rarely see companies spending a similar amount of time determining how to use that content in their services.
Photocredit: Anna Grapes
- Innovating customer oriented services (fredzimny.wordpress.com)
- All Look Same? A Comparison of Experience Design and Service Design (fredzimny.wordpress.com)
- Designing Innovative Services Begins with Four Questions – Lance Bettencourt – Harvard Business Review (fredzimny.wordpress.com)
- Qin Han’s summary Practices and Principles of Service Design (slideshare.net)
- Designing Innovative Services Begins with Four Questions (blogs.hbr.org)
- The challenge of testing innovative services (fredzimny.wordpress.com)
- Thought Leadership Success Factor No. 5: Fueling Service Innovation, Not Just Marketing (gabrielcatalano.com)
- How Do Customers Experience Your Service? (blogs.hbr.org)
- The Role of Design in Service Innovation (fredzimny.wordpress.com)
- Three Innovation Lessons from the Gillette Guard (blogs.hbr.org)
- People-Centric vs. Content-Centric: The Copernican Revolution to become a Social Business – The Collaboration Soapbox (www-950.ibm.com)