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ANZ’s Customer Experience Strategy Reaps Lasting Rewards | Loyalty360.org
Bank #customer #experience case study focuses on easier banking; summarizes transformation process+results #cx
casestudy  banking  customer  experience  service  design  relationship  touchpoint  q4  2014  australia  2chcuo  2sbs  cco  strategy  asia 
september 2015
Do You Believe Customers are an Asset…Or a Cost Center? - Customer Bliss
[comment] Superb cases of how trusting #retail customers boosts business- w numbers- cycling+furniture in comments
customer  experience  casestudy  retail  cycling  furniture  statistics  trust  relationship  life  value  2chcuo  2sbs  csrblogcomment  cco 
september 2015
Journey Mapping the Customer Experience: A USA.gov Case Study
Excellent step-by-step description of gov't mapping for 1 persona + good pics, example #UX #CX #kudos
customer  experience  service  design  casestudy  government  journey  map  q3  2015  infographic  2chcuo  exceptional  website  call  center  email  interaction  cco 
september 2015
Oracle cross channel customer experience Celcom case study
2 #omnichannel case studies on Oracle; nice detail of customer journey incl. #socialmedia #retail #callcenter...
omni  channel  customer  experience  casestudy  oracle  enterprise  software  retail  call  center  website  mobile  social  media  2chcuo  cco 
september 2015
Why Customers Equate Your Brand With User Experience
[commented]Useful summary on #customer #experience considerations and scope
cco  brand  marketing  howto  customer  Experience  csrblogcomment  summary  touchpoint  service  design  Q3  2015  cmo  2chcuo 
september 2015
Service Design - Meetups
Service design meetups around the world
service  design  meetup  global  group  meeting  reference 
september 2015
CMU/Mayo Clinic Podcast on Service Design | Design for Service
Podcast (15 min) on service design in healthcare w/ CMU and Mayoclinic
podcast  service  design  healthcare  university  Q2  2009 
september 2015
Service Design Archives | Rosenfeld Media
The birth of Service Design: From Insight to Implementation - hosted by its publisher
service  design  blog  book  presentation  global  promotion 
september 2015
This is Service Design Thinking
A survey of opinion and guidance on practicing service design; 20+ authors
service  design  book  summary  practice  2012  reference  howto  pointofview  reflection 
september 2015
Service design: An interview with Andy Polaine | User Experience Podcast
Wide-ranging interview on #service #design: How it's developing, how it relates to other design+impact on #cx #ux
service  design  pioneer  podcast  interview  reference  audio  studio  enterprise  acquisition  reflection  Q4  2014  user  experience  comparison  customer  2cco 
september 2015
Going Viral is an Outcome not a Feature
[commented] Funny-yet-real cartoon about brands/agencies designing video (other content) for "virality"
marketing  csrblogcomment  advertising  video  viral  network  social  cartoon  humor  satire  media 
september 2015
Franki Chamaki » Blog Archive » List of great design and innovation companies
Great directory of design firms; more valuable b/c categorizes firms by type of design
service  design  innovation  firm  studio  list  directory 
september 2015
John Cacioppo
University of Chicago prof on human sociality & neuroscience
neuroscience  professor  university  chicago  primate  human  behavior  group  individual  research  reference  thought  leadership  social  network 
september 2015
Healthbox
#Healthcare #incubator in #Chicago West Loop co-founded by Sandbox/other execs; facilitates collaboration between healthcare & life science startups and enterprise corporate clients
healthcare  medical  chicago  incubator  entrepreneur  VCs.angels  medicine  life  science  startup  WestLoop  innovation  usa  pharma  Enterprise 
september 2015
Christian Grönroos - Wikipedia, the free encyclopedia
Leading thinker in transformation of marketing and service logic
service  design  pioneer  marketing  evolution  relationship 
september 2015
An Atlas of Strategy Traps
Deft entertaining treatment of patterns in business strategy
strategy  enterprise  history  model  pointofview  reflection  bcg 
september 2015
Apple 'isn't reinventing the world' anymore
Argues that Apple is in incremental development cycle with iphone
apple  iphone  innovation  pointofview  q3  2015  stock  smartphone  product  life  cycle 
september 2015
How Apple's new iPhone installment plan works
Apple uses finance to entice users to upgrade to 6S/+
apple  iphone  finance  feature  q3  2015  telecom  carrier 
september 2015
Service design - Wikipedia, the free encyclopedia
Useful first reference for Service Design definition, programs + orgs
service  design  reference  education  university  program  organization  history 
september 2015
In Case You Missed It: Yesterday, Apple Changed the World. Again.
Assigning a lot of value to changes that appear incremental
apple  pointofview  q3  2015  iphone  tv  ipad 
september 2015
'Customer success' software is getting hot - Fortune
Describes the "customer success" provider category and its niches
customer  success  market  vendor  news  adoption  q2  2014  category  competitor 
september 2015
The Definitive Guide to Buying a Customer Success Platform
Guide by one of the leading vendors; outlines feature set, some value prop
customer  success  howto  vendor  platform  solution  enterprise  guide  value  proposition  features 
september 2015
Sixty Percent of Your Colleagues Are Lying to You
Summarizes study on lying & shares how-to list to tell if you're being lied to (face2face)
body  language  lying  list  howto  communication  research 
september 2015
Hamburger Menu: Handy Tool or Useless Icon?
Hysterical: solid argument w testing BUT they have a hamburg in their logo! ;^)
ux  design  user  experience  mobile  web  menu  Q2  2015  2chcuo 
september 2015
This British man's email exchange with a scammer escalated hilariously
British comedian spends 2 years interacting with scammers, 30-some threads published in his book
improv  scam  book  q3  2015  comedian  uk  bank  death 
september 2015
Why Should B2C Companies Have All the Fun?
Creates a compelling argument for B2B firms to pursue #CX transformation, discusses valueprop, offers stats
cco  b2b  customer  client  Experience  comparison  value  proposal  strategy  model  analysis  2chcuo 
september 2015
How to Be a Great Chief Customer Officer
Great summary of CCO doyenne Bliss in which she outlines 5 ways to create value from CX transformation
cco  pointofview  howto  pioneer  organization  transformation  customer  Experience  strategy  2chcuo 
september 2015
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