Articles
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Exploring the Five Customer-Centric Habits
Necessary Qualities for Executives and Organizations
by Ronni MarshakWhat are the habits that successful customer-centric executives share? Rob Thompson of CustomerThink has identified 5, and we add our Customers.com perspective. -
IntelliResponse Virtual Agent
Virtual Agents that Are Fast and Easy to Deploy and that Deliver One Right Answer to Customers’ Questions
by Mitchell KramerIntelliResponse VA’s virtual agents deliver accurate answers on web, contact center, mobile, and social channels. They’re multilingual, and they support speech on mobile devices. Most significantly, they’re fast and easy to deploy. Read our evaluation. -
Turn Customer Co-Design Insights into Action
How to Gain Momentum by Turning Customer Scenarios® into Operational Scorecards, Recommendations, and Action Items
by Patricia Seybold, Ronni MarshakAfter your get your marching orders from customers during a co-design session, how do you trigger action? And Operational Debrief. Learn how to conduct one and how it overcomes organizational obstacles. -
Designing Effective Group Meetings
Using Concepts and Techniques of Liberating Structures
by Lisa KimballHere are some easy-to-follow facilitation techniques that you can try out in your next meetings to promote continuing conversations based on Lisa Kimball’s framework of Liberating Structures. See if they work in your organization. -
Boston Globe Masters Social Media in a Crisis
How the Boston Globe Covered the Boston Marathon Bombing
by Patricia SeyboldWhat does it take to beat all the major news and cable networks in news coverage? An amazing team and a commitment to getting it right! Learn how the Boston Globe became the trusted source of information during the Boston Marathon crisis. -
CX Audit: JCP.com
Is Jcp.com Strong Enough to Help Save JC Penney?
by Ronni MarshakJC Penney is in crisis. Can the 15 year-old etailing site, jcp.com, help turn around this failing American brand? -
The Evolution of African Rural University
Co-Designed by Its Faculty, Students, and End-Customers (People the Grads Will Serve)
by Patricia SeyboldDiscover how 29 young Ugandan women helped shape a unique innovative educational institution. Learn how necessity led them to create a new profession. Find out how a university should measure its success. -
Collaborating with Customers
Working Together with Customers to Achieve Their Goals
by Ronni MarshakCollaboration is a method of working together to reach a goal; it isn’t the goal itself. But when you collaborate with customers to reach a goal, the results can be very powerful! -
Clarabridge Analyze, Collaborate, and Engage
Voice of the Customer Monitoring, Analysis, and Interaction
by Mitchell KramerClarabridge's Analyze, Collaborate, and Engage monitor and analyze customer conversations on internal and social channels. NLP-based monitoring and analysis are the key strengths. Read our evaluation. -
How We Learn and How to Change
Use Conversations for Collaborative Reflection about Complex Adaptive Systems
by Lisa KimballLisa Kimball offers invaluable advice and methodologies about the best ways to make change in a complex system, like an organization, or a multi-player system such as healthcare. Change the conversation! -
Marketing Offer Overload
Customers Are Drowning in Repeat and Inappropriate Offers
by Ronni MarshakMarketing success comes down to hitting the customer with an offer of something they want or need at the moment they want or need it. Some best practices will help you avoid overwhelming your customers with offers. -
Will Klarna Become a Major Player?
Invoicing for Consumers Who Want to Pay After Receipt of Goods
by Patricia SeyboldKlarna is a deferred payment solution that lets online shoppers buy now and pay within 14 days. Klarna boosts conversion rates by removing consumers’ fear of online transactions. And Klarna removes the risk of fraud for online merchants. -
Customer Service Supplier and Product Update 4Q2012
4Q2012 Was a Very Good Quarter for Customer Service
by Mitchell Kramer4Q2012 was a very good quarter for customer service. Customer growth was the driver. Very good financial performance resulted. Product activity was up. M&A was big news as Nuance acquired VirtuOz. -
New Metaphors Spur Innovation
How We Describe Things Impacts How We Think about Using Them
by Peter HorneHow do we think about computer technology? We use analogies and metaphors to describe technical approaches that are invisible and irrelevant to most technology users. But the metaphors we use limit our ability to innovate. -
What Constitutes a Customer Community?
Hint: It Isn’t a Bunch of Facebook “Likes”
by Ronni MarshakWhat constitutes a “true” customer community? A shared sense of purpose and ownership and a distinctive, often well-guarded culture. -
Why Alaska Airlines Considers Mobile Development a Core Competency
Speed Up Improvements in Customer Experience through Mobile
by Patricia SeyboldWith Curtis Kopf, Managing Director, AlaskaAir.com, and Customer Innovation at Alaska Airlines, we look at how he and his team are mastering agile development and making mobile technology a core competency. -
Apple and/or Verizon: How Should Partners Provide Customer Support?
What Each Did Right and What Needs Improvement When Helping Shared Customers in Need
by Ronni MarshakProviders who together satisfy customer scenarios are part of a customer ecosystem. And the customer's experience should be seamless, as shown in this story. -
What Makes Amazon Tick?
Understanding the Levers that Amazon Uses to Run Its Business
by Patricia SeyboldAmazon’s strategic intent is to be the most customer-centric company and to offer the earth’s biggest selection of products. But what are the underlying goals and strategies the company uses to deliver on those promises? -
Utility Customer Experiences: Stark Contrasts in Dealing with NStar and National Grid
What Each Did Right and What Needs Improvement When Helping Customers in Need
by Ronni MarshakRead the best (and worst) practices demonstrated by NStar and National Grid as they help customers deal with a repair. -
Salesforce.com Service Cloud Winter ’13
Cross-Channel Case, Knowledge, Account, and Social Network Management
by Mitchell KramerSalesforce CRM Winter ’13 offers a broad and deep array of customer service capabilities anchored by the Ser-vice Cloud. Read our in-depth evaluation.
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