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  • There’s Gold in Those Customer Metrics!

    Mine Them Well and Reap the Benefits of Loyalty and Increased Business

    by Ronni Marshak

    What do your customers care about and how do they measure how well you help them succeed? The key is capturing Customer’s Success Metrics. Once you have, you can keep track of ...

    Oct. 23, 2014
    Strategies
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  • Framework for Evaluating Customer Service Software

    Delivering Answers and Solutions; Creating and Resolving Cases

    by Mitchell Kramer

    Use this new version of our Framework for Evaluating Customer Service Software Products to produce actionable evaluations, comparisons, and selection. It’s adaptable to every type of customer service application.

    Oct. 15, 2014
    All Members
    click to read more
  • How Apple Pay Stacks Up

    How Well Does Apple Pay Meet Consumers’ Critical Needs?

    by Patricia Seybold

    Our preliminary Customers.com report card on the Apple Pay customer experience focuses on consumers’ four customer-critical moments of truth. Apple Pay Mobile E-Wallet earns grades from B+ in security to D in ...

    Oct. 11, 2014
    Strategies
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  • Secure for “Your Own Good!”

    Cumbersome Security Measures Create Difficult Customer Experiences

    by Ronni Marshak

    Bank of America doesn’t streamline customers’ address changes across BoA product lines. Comcast sets long, arbitrary router passwords and discourages customers from changing them—using “security” as a flimsy excuse.

    Oct. 1, 2014
    All Members
    click to read more