Apps, culture and customer journeys


Photocredit: Personal

Photocredit: Personal

It is too dark in this office.

I have an app to measure the lumen.

Feel a little bit stressed.

There is an app for that.

My blood pressure is too high

There is an app for that.

May be a resolution for 2015 might be to consider how apps are supporting your customer journey. And even more import, how to include this opportunity in your customer service operations


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Some classic consumer decks @Serve4impact

(by Farbenflut)


Customer are changing, buying power is shifting.  Social Networks are replacing ads and promotion


In developed nations we live in an unprecedented world of super-consumption. Our economy demands that we consume to keep it growing healthily. Marketing campaigns whisper “buy-me, buy-me”, and before we know it our homes are filled with ‘stuff’. We love to consume and it is firmly engrained as a social norm – a (sometimes) fun, (mostly) daily activity the majority of us partake in. Globally we already consume 30% more resources each year than our planet can replenish. But if everyone consumed at European rates we would need three planets, and Americans have a five-planet lifestyle.



Sharing matters even more than before! My top ten from SlideShare

McKinsey The consumer decision j…

Gartner Magic Quadrant social cr…

Slide deck by Roger Martin The d…

Carlota Perez Growth after the f…

Practical Access To Service Design

Design methods for developing se…

KPMG’s rethinking human-re…

Berenschot rijksuniversiteit gro…

Mary Meeker’s internet-tre…

Stanford’s Design thinking…

My point of view?

  1. These are the top-10 decks from 2012. Some very, very classics still relevant (like Carlota Perez, Roger Martin or McKinsey). Number of views of some documents are five digits, the lower positions four digits. Quite impressive numbers.
  2. I love SlideShare. It is a very effective way to keep up with developments in any professional field.
  3. I really appreciate everybody who is willing to share documents on the internet. Whether we can call this collaborative consumption, sharing economy or access economy, it is an excellent way to transfer knowledge, opinions, insights and data. Thanks to all institutions, organizations, professionals and persons who were willing to upload the documents somewhere in the internet. And also thanks to those who have a fine nose for picking up relevant content.
  4. Being a Dutchman, I include Dutch decks and papers. For the first time, a Dutch paper from Berenschot and Rijksuniversiteit Groningen (i studied management and marketing of services at the RUG, which is merely coincidence) is included in the annual top ten.
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Fieldstudio social design methods menu by Luciy Kimbell and Joe Julier

See on Scoop.itDesigning design thinking driven operations

[slideshare id=15451201&doc=fieldstudiosocialdesignmethodsmenu-121202085739-phpapp02]

Written and edited by Lucy Kimbell and Joe Julier, it is a resource for social innovators and entrepreneurs who want to use approaches based in design and ethnography.

Sharing this menu is an intervention into current debates about the extent to which toolkits can really help communicate practices based in design and ethnography and make them available to non-specialists. Other recent toolkits and resources to support design and innovation include Frog Design’s Collective Action Toolkit, and NESTA’s Prototyping Framework, and IDEO’s Human Centred Design Toolkit, as well as other resources which focus more on products such as the d-school’s Bootcamp Bootleg.

Where the Social Design Methods Menu is distinctive is
– its combination of approaches from design, management and the social sciences
– its testing and iterating in the field in particular through teaching MBA students at Said Business School as well as social innovators and entrepeneurs
– its view that a toolkit probably can’t do much on its own, without new behaviours, cognitive frameworks and new values, and an attention to leadership and collective action, accompanied by a recognition that using tools changes the user and vice versa

This document is in perpetual beta – we welcome feedback and may eventually release a future version, should resources allow. In the meantime please share with us your uses and modifications and criticisms.

Lucy Kimbell

Fred Zimny‘s insight:

Recommended! On my slideshare account of the hottest downloads documents

See on

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