Designing services One of the misunderstandings of these days is that a designer has an artist or artisan background. In that approach designers are idea generators, visualizers and prototypers. That is not our point of view. Our adagium comes from the management writer Herbert Simon, who stated that “Everyone designs who devises courses of action aimed at changing existing into preferred ones”. As stated by others, this version of design tends to abstraction and general expertise. The focus of this blog is service and services. In our world service is exchanged for service. All firms are service firms; all markets are … Continue reading What is designing services? Aiming to make services better and better.
Understanding what your customers feel and why they do gives you an advantage that will be very difficult for competitors to copy. Sourced through Scoop.it from: http://www.mycustomer.com Continue reading Hard Facts About the Soft Side of Customer Experience: Emotion | MyCustomer
A widening gap is forming between organizations already undertaking digital business initiatives versus those only in the planning stage, according to a recent study by Gartner, Inc. Sourced through Scoop.it from: http://www.gartner.com Continue reading Gartner Survey Shows Digital Business Leaders Are Pulling Ahead of the Pack
A look at the state of the customer experience landscape from the perspective of CX industry vendors, analysts, and professionals. Sourced through Scoop.it from: infocus.emc.com Continue reading A fascinating look at the State of the Customer Experience Industry
Learn more about your customers than ever before and provide them with a better customer experience. Start by asking these 5 questions. Sourced through Scoop.it from: … Continue reading 5 Questions to Help Improve Customer Experiences
Providing superior digital customer care, or e-care, can lower costs and increase customer satisfaction. Yet it’s easier said than done. A McKinsey & Company article. Sourced … Continue reading Overcoming obstacles to digital customer care | McKinsey & Company