Service 2.0 Hub

(via andrew sea james)Via Scoop.itDesigning design thinking driven operations

A blog for Service 2.0 research project in Service Innovation & Design at Laurea University of Applied Sciences. I envision agile, wiki, open, remixible, crowd-sourced and long-tail future services.
Via blog.service2.org

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Human Design Action’s User Focused Guide to Design Research

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<p>design [buttons magee]” />Found at <a href=Human DesignA User Focused Guide to Design Research.

A User Focused Guide to Design Research

Posted by  in Design For People

A User Focused Guide to Design Research

Designing For Your User

Being a good Interaction Designer means

Read all at Human DesignA User Focused Guide to Design Research.

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The future of learning preparing for change

(via Juliet Elliot | Sunday By The Thames | Nov 2011)For the sake of full disclosure: i am project manager at the Open University

Via Scoop.itServe4impact: designing design driven operations

For the sake of full disclosure: i am project manager at the Open University

Authors: Christine Redecker, Miriam Leis, Matthijs Leendertse, Yves Punie, Govert Gijsbers, Paul Kirschner, Slavi Stoyanov and Bert Hoogveld Editors: Christine…
Via www.slideshare.net

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Recommended: Temkin Group’s 1st Anniversary

Recommended: #CRM #C Temkin Group’s 1st Anniversary Thanks! – We are very happy to announce that Temkin Group is now… http://ow.ly/1cqFW4

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TEDxFlint – Peter Bregman – Living With Your Hands Off Your Ears

A few weeks ago, Peter wrote The Big Test: How to Handle Performance Pressure, about his struggles preparing for a big speech he gave at the TEDx conference in Flint, Michigan. The week after that post, he wrote another one, How to Teach Yourself to Trust Yourself, about struggling to find his own voice so that speech reflected the things he felt were important.

The final speech, Living With Your Hands Off Your Ears, has now been posted on the web, and you can watch it. I hope you enjoy it.

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How Consumers Killed Customer Service Business

Yes, it is true. You get what you reward.

Found at How Consumers Killed Customer Service Business – Technorati.

A recent Brandweek article titled “Retail Customer Service Stinks” reported that the service received by shoppers in over 1000 retail interactions in the study rated 48.2 out of a possible 100 points – a flunking grade. The study, conducted by the research firm The Salt and Pepper Group, examined retail interactions in 73 stores over a four-month period. 

Read more: http://technorati.com/business/article/how-consumers-killed-customer-service/#ixzz1187YyvfG

Photocredit: Amsterdamize

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A business case for user-centered design

Design + Thinking
Image by suzannelong via Flickr

Preparing a desktop research for our company I realized the importance of acknowledging needs and associated emotions. And accordingly designing functionality and experience.  Deck supported me in my professional research. Great to read!
Photocredit: manganite
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Resolutions 2011 Metrics for marketeers

Marketing Priority | Premium Microsoft Templates and Tools – Demand Metric Blog.

Accessing and Understanding Customer Experience Data Is Life or Death

In May and June 2010, Aberdeen surveyed 270 executives regarding their Marketing agendas for the second half of 2010 and the remainder of calendar 2011. The results were compelling: Marketers’ agendas for the next 12 months are focused on delivering a clear ROI from their investments. And to demonstrate strong program results, one area reigns supreme – access and understanding of customer experience data. Having and using customer and prospect information is driving agenda deliverables around programs and technology solutions into 2011. Failing to leverage customer experience data from the myriad sources covered in this research brief, including demand generation campaigns, social media efforts, web interactions will be the difference between success or failure.

Featured Insight of the Day

While all programs deliver customer experience data, some will produce better data and results than others. This is especially relevant when multi-channel programs are implemented. Focus your agendas on programs and the technology that improve your ability to rapidly track and report ROI results. There is substantial room to leverage technology given that 70% of all non Best-in-Class respondents do not include marketing automation as a top priority for future agendas. These programs and their supporting technology allow marketing organizations to do more of what is working faster and not waste time or resources on what’s not. See Figure 5: Technologies that Deliver Customer Experience Data.

How Demand Metric Can Help

Photocredits neloqua

To be continued at http://blog.demandmetric.com/2010/09/20/marketing-priority/

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