Articles

  • There’s Gold in Those Customer Metrics!

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

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    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 how well you’re doing and identify new opportunities for your company.
    Oct. 23, 2014
    Strategies
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  • Framework for Evaluating Customer Service Software

    Delivering Answers and Solutions; Creating and Resolving Cases

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    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
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  • How Apple Pay Stacks Up

    How Well Does Apple Pay Meet Consumers’ Critical Needs?

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    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 where you can use it.
    Oct. 11, 2014
    Strategies
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  • Secure for “Your Own Good!”

    Cumbersome Security Measures Create Difficult Customer Experiences

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    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
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  • Building an Innovation Culture

    Learnings and Take-Aways from Patty’s Pioneers – Fall 2014 Meeting

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    For over 20 years, Patty Seybold has gathered a group of “Pioneers” with amazing track records in creating new platforms, products, and businesses. Here are practices they have in common that you can adopt to achieve similar success.
    Sep. 25, 2014
    All Members
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  • How Customers Want to Get Their Products Fixed and Problems Resolved

    Identifying and Measuring the Key Moments of Truth in "Break/Fix" Customer Scenario® Patterns

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    When something breaks, customers want it fixed! And they want a common set of actions. Learn about this customer scenario pattern.
    Sep. 18, 2014
    Strategies
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  • 10 Requirements for Personal Information in Health & Fitness Apps and Patient Portals

    Personal Health Records Will Flip Control in the Healthcare Industry from Payers to Patients

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    Customers want control over their health and medical information. What’s needed for a new wave of health & fitness apps? 
    Sep. 11, 2014
    All Members
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  • Contractor Do’s and Don’ts

    Why Customer Experience Is So Important When Choosing a Contractor

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    There are a lot of missteps that service providers can make when trying to win someone’s business. Here are tips on what to do and what not to do.
    Sep. 3, 2014
    Strategies
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  • Desk.com from Salesforce.com

    Customer Service for Small and Growing Businesses

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    Desk.com, from Salesforce.com, provides case, account, and knowledge management capabilities across assisted-service, self-service, and social customer service channels for very-small, small, and mid-sized businesses. Read our evaluation in this report.
    Aug. 22, 2014
    Technologies
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  • A Community Fights for Its Right to Healthcare

    Customers Enlist Regulators to Preserve Services In Boothbay, Maine

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    Elderly healthcare customers on the Boothbay peninsula in Maine are seeking help from Maine’s Health & Human Services’ regulators to keep 24-hour services local. MaineHealth requires seniors to drive dangerous roads at night for help.
    Aug. 22, 2014
    All Members
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  • How Customers Want to Find and Purchase Your Products/Services

    Identifying and Measuring the Key Moments of Truth in "Select & Buy" Customer Scenario® Patterns

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    Each customer’s context is different, but there are patterns to what they care about in common scenarios. Measure how well you meet these customer priorities to ensure success.
    Aug. 14, 2014
    Strategies
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  • The CaringBridge Customer Ecosystem

    Millions of People and Hundreds of Companies Align around Patients’ Health Journeys

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    CaringBridge.org’s apps and tools help to provide emotional support during a health crisis. Using an online journal and guest book, each patient can provide updates for friends and family to track.
    Aug. 8, 2014
    All Members
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  • Are Your Daily Deal Customers Just One-Night Stands?

    How Might You Convert Them to Loyal, Repeat Customers?

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    Merchants who invest in daily deal discounts to court new customers need to follow up with planned marketing campaigns or the new customers might just be a “one-night stand.”
    Jul. 31, 2014
    All Members
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  • Apple/IBM Enterprise MobileFirst Partnership

    Will Enterprise IT Execs & Mobile App Developers Embrace IBM’s MobileFirst iOS Offerings?

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    This partnership to support mobile devices and apps in the enterprise is significant.  IBM will sell, support, and manage iDevices and apps that can integrate into back-end systems.
    Jul. 24, 2014
    Strategies
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  • 10 Characteristics of Customer-Centric Execs

    How Many Do You Embody?

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    Here are 10 characteristics that every customer-centric executive should demonstrate. They range from having a customer vision to monitoring what matters to customers. How well do you stack up?
    Jul. 17, 2014
    All Members
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  • Ten Steps that May Save (or Improve) Your Life

    Prepare Now to Engage as a Patient and/or Advocate for Someone You Love

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    Let Patients Help! by Dave deBronkart with Dr. Danny Sands is a valuable patient engagement handbook. This little book should be a key resource for you and your family. You’ll learn about important steps in taking charge of your own health.
    Jul. 10, 2014
    All Members
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  • IBM Watson Engagement Advisor

    Addressing Customer Support Using Cognitive Technology

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    Through its use of cognitive technology, IBM Watson Engagement Advisor is an innovative and visionary virtual assisted-service offering, an offering that can (almost) think and learn.
    Jul. 10, 2014
    Technologies
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  • We’ll Get Back to You

    Callback Technology Can Give Customers Back the Time They Spend Waiting to Talk to You

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    We all hate waiting on hold. With automated callback technology, we may never have to again! But you have to make sure that you manage your implementation well so customers are never stuck waiting for a call that never comes.
    Jul. 3, 2014
    Strategies
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  • How Amazon’s Fire Phone Enhances Its Customer Ecosystem

    Firefly Lets You Manage the “Internet of Things”

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    Amazon’s Fire Phone is a significant boost to Amazon’s customer ecosystem. Mayday—24x7 customer service on your phone—sets a new bar. Firefly—identify an object and take actions—puts control of the “Internet of Things” in Fire users’ hands.
    Jun. 27, 2014
    All Members
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  • Do You See What I See?

    Why Customer Service Reps Need to Be Able to Access What Customers Actually Saw

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    When customers can see information within their account pages on your website that your support agents can’t see, how can they trust your CSRs to really help when there are problems?
    Jun. 19, 2014
    All Members
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