Best Practices & How-Tos

  • Secret to Successful Customer Engagements

    Beware of These Four Things that Will Doom Your Customer-Centric Initiatives

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    If you want to involve customers in co-designing products, services, and/or customer-impacting business processes, you should know about, and avoid, these four common pitfalls.
    Sep. 27, 2013
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  • Customer Co-Design and Customer Scenario Mapping

    A Philosophy for Customer-Centric Organizations and a Method for Instilling It

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    Customer-centric organizations should deliver on their mission by co-designing with customers. And the best method for realizing this goal is to work together to map out your customers’ important scenarios.
    Sep. 12, 2013
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  • Good Service, but Missed Opportunity for Greatness

    A Recommendation for Peapod Grocery Delivery Service

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    Peapod grocery delivery service does a fine job of customer service, but a recent experience revealed a barrier between what they know about a customer and the customer service department.
    Aug. 30, 2013
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  • Owning the Customer’s Total Experience

    A Success Story for a Company that Didn’t Let a Customer Down in a Time of Need

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    When you fail to make sure that your customers have a great and successful experience, whether or not you are in control, you risk losing their business and hurting your brand. But ensuring your customers are successful reaps rewards!
    Aug. 15, 2013
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  • Defining the Customer-Centric Organization

    What Are the Attributes and Behaviors that Define True Customer-Centricity?

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    Is yours a truly customer-centric organization? See how well you stack up to the attributes and behaviors that characterize an organization that holds customers at the core.
    Jul. 25, 2013
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  • Improving Wretched Customer Service

    Beyond Giving CSRs Authority—Giving Them the Ammunition to Provide Great Service

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    What makes well-intentioned customer service so bad? Martha Brooke of Interaction Metrics offers four common mistakes, and we look at how to empower CSRs to avoid these mistakes.
    Jul. 3, 2013
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  • Customer Co-Design for Elder Independence

    Approach for Elders to Age in Their Homes

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    Dr. Allan Teel's new book  tells the remarkable story of an innovative “virtual assisted-living” program that was co-designed with 40 elders in Maine and is now rolling out across the country. 
    Jun. 13, 2013
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  • Tackling a Wicked Problem: Water Issues!

    How the Delta Dialogues Project Is Using Dialogue Mapping to Build Shared Understanding

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    The Sacramento–San Joaquin Delta Conservancy wanted to engage key stakeholders in planning the future of California’s fresh water supply. They used CogNexus Group’s Dialogue Mapping™ to build shared understanding among polarized players.
    May. 30, 2013
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  • How to Address “Wicked Problems”

    Use Dialogue Mapping to Build a Shared Understanding and Evolve a Group’s Thinking

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    Jeff Conklin’s book, Dialogue Mapping: Building Shared Understanding of Wicked Problems, is a “must read” for people in groups grappling with intractable issues and/or for people who are designing products or solutions. Here’s why.
    May. 23, 2013
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  • Exploring the Five Customer-Centric Habits

    Necessary Qualities for Executives and Organizations

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    What are the habits that successful customer-centric executives share? Rob Thompson of CustomerThink has identified 5, and we add our Customers.com perspective.
    May. 16, 2013
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  • Boston Globe Masters Social Media in a Crisis

    How the Boston Globe Covered the Boston Marathon Bombing

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    What 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.
    Apr. 25, 2013
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  • The Evolution of African Rural University

    Co-Designed by Its Faculty, Students, and End-Customers (People the Grads Will Serve)

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    Discover 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.
    Apr. 11, 2013
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  • Collaborating with Customers

    Working Together with Customers to Achieve Their Goals

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    Collaboration 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!
    Apr. 4, 2013
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  • What Constitutes a Customer Community?

    Hint: It Isn’t a Bunch of Facebook “Likes”

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    What constitutes a “true” customer community? A shared sense of purpose and ownership and a distinctive, often well-guarded culture.
    Feb. 28, 2013
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  • Apple and/or Verizon: How Should Partners Provide Customer Support?

    What Each Did Right and What Needs Improvement When Helping Shared Customers in Need

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    Providers who together satisfy customer scenarios are part of a customer ecosystem. And the customer's experience should be seamless, as shown in this story.
    Feb. 14, 2013
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  • 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

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    Read the best (and worst) practices demonstrated by NStar and National Grid as they help customers deal with a repair.
    Jan. 31, 2013
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  • VOC: Using Customers’ Interviews to Inform Decision-Making

    How the Residents of a Small Community Are Shaping the Future of Healthcare

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    We used interviews of residents on the Boothbay peninsula to help keep cherished St. Andrews Hospital, which Maine Health wants to turn into a walk-in clinic. I interviewed 48 patients and published verbatims. The result: a stay of execution.
    Dec. 13, 2012
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  • Assigning Emotions to Moments of Truth

    Enhancing Customer Scenario® Mapping by Capturing Feelings

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    Capturing how customers might feel depending on how well you help them achieve their goals can enhance a line of site from customer priorities through your bottom-line opportunities based on how they are feeling while doing business with you.
    Nov. 15, 2012
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  • Profile of Lead Users in Systems Architecture

    What Can We Learn from Patty’s Pioneers that Will Help Us Identify Lead Users

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    Lead users are the people who want to design their own products and services because yours don’t fit the bill. To identify true lead users, you need to know what to look for. Use this example from info tech when you’re recruiting lead users in any domain
    Nov. 8, 2012
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  • The Emotional Rollercoaster within Customer Scenarios

    Most Customer Scenarios Bring Out Mixed Customer Emotions; Are You Prepared to Respond to Them?

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    What emotions are customers feeling as they get things done? How can you anticipate and respond to customers’ negative emotions?
    Nov. 1, 2012
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