Online, Mobile, & IT

  • Zopa: Peer-to-Peer Lender Celebrates 10 Years

    Spawned a Global Multibillion Industry; Still Going Strong

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    Over 50,000 British consumers have invested in providing loans to over 100,000 British consumers and small business owners via Zopa since 2005. Lenders have provided £770,000 of their money to their peers, in exchange for an average return of 5 percent.
    Mar. 20, 2015
    Strategies
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  • Creating Customer-Centric Websites

    Ensure that Your Customers Can Easily Accomplish What They Came to Do

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    Your web site should clearly demonstrate that you understand what it is that your customers are trying to do—their key scenarios—as they relate to your products and services. Are you putting your customers’ scenarios front and center? And are you allowing them to progress through their scenarios without any detours or obstacles?
    Mar. 5, 2015
    All Members
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  • How Good Is Apple Pay’s Ecosystem?

    How Well Does Apple Pay’s Ecosystem Meet Consumers’ and Partners’ Critical Needs?

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    How viable is the Apple Pay ecosystem? Will all 15 categories of players required to support mobile payments play together nicely? Will all of these partners align to support consumers’ four critical moments of truth for mobile payments?
    Oct. 31, 2014
    Strategies
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  • Where Are Your Clouds? Location Matters!

    Why Your Customer Data Belongs in the Cloud and Why You Need to Control Jurisdiction

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    Companies of all sizes are taking advantage of cloud computing. A lot of customer information is hosted in clouds. But personally identifiable information needs to be housed in the customer’s home country. Customer clouds should be country-specific.
    Mar. 7, 2014
    All Members
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  • Recovering from the Crisis of Missed Holiday Deliveries

    How Well Are Etailers and Shippers Dealing with Customers’ Anger?

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    With so many packages not delivered in time for the holidays, etailers and delivery companies had a lot of explaining to do and apologies to make. What can be done to avoid this type of customer experience disaster next holiday season?
    Jan. 10, 2014
    Strategies
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  • How Valuable and Sustainable Is Twitter’s Customer Ecosystem?

    What Is a Twitter End-Customer Worth to Investors?

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    Twitter is more than a company. It’s a customer ecosystem with seven layers of different types of players—each benefitting from their use of Twitter’s social media platform.
    Nov. 22, 2013
    All Members
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  • BuzzCar—Peer-to-Peer Car Rental

    Building a Platform for Participation for a “Peers Inc.” Business Model

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    Buzzcar is a peer-to-peer car rental company that started in France. Instead of leaving your car in driveway, rent it to a neighbor! Founded by Robin Chase, the co-founder of Zipcar, Buzzcar uses what Robin calls a “Peers Inc.” business model.
    Oct. 11, 2012
    Strategies
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  • The Mobile E-Wallet Customer Ecosystem

    What Types of Players Need to Partner and What Do They Need to Do to Gain Customers’ Trust?

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    The mobile e-wallet landscape is a 6-layered ecosystem of players, with e-wallet providers at the top and payment and financial institutions at the bottom. If all players aligned around customer-critical issues, mobile e-wallet adoption would accelerate.
    Sep. 14, 2012
    Strategies
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  • Who Are the Key Players in Mobile E-Wallets in the U.S.?

    Amazon, Apple, Google, PayPal (e-Bay), Mobile Phone Networks, Credit Card Companies, or Upstarts?

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    We predict the marketshare battle for mobile phone e-wallets will be waged in the U.S. in 2013. Here’s the landscape as we see it. We believe that Amazon and PayPal will throw their hats into this ring, along with Apple, Google, Microsoft, and Isis.
    Sep. 6, 2012
    Strategies
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  • Alaska Airlines’ Evolves Its Mobile Strategy

    Catering to Frequent Flyers Pays Off

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    Alaska Airlines has been delivering mobile apps since 2010. They chose to focus first on the functions needed for “day of travel” rather than online booking.
    Aug. 3, 2012
    Strategies
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  • Are You Tracking Your Customers’ Locations on Their Mobile Phones?

    Marketers Beware: Customers Don’t Want Their Locations to Be Tracked and Monitored

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    Do you know where you are? Everyone else might! Today’s smartphones are tracking devices that also happen to make phone calls. Your mobile apps are probably tracking your location and sharing that information without your permission.
    Jul. 19, 2012
    All Members
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  • When Do You Need an App for That?

    Do Mobile Apps Make It Easier for Customers to Do Business with You?

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    When do you need a mobile app for customer service and when is it better to provide mobile-friendly customer self-service portals or web sites?
    Jul. 6, 2012
    Strategies
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  • How to Think About Privacy and Managing Your Online Identity

    Use Your Head and Use Your Manners

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    How should you manage your online identity in an era in which all your communications and activities are being tracked both online and offline?
    Jun. 21, 2012
    Strategies
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  • Steps to Success for Personalizing Your Customer Experience

    A Roadmap for Personalization

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    See how pioneers in personalization, including Bakers Shoes and Netflix, use personalization to great advantage. Personalization varies among businesses and among customers, but we offer the specific steps you can take to set and accomplish personalization goals that enhance your business and your customer experience.
    Jun. 7, 2012
    All Members
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  • Managing Customer Innovation at Alaska Airlines

    Alaska Airlines Combines Customer Innovation with E-Commerce & Mobile

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    As Managing Director, AlaskaAir.com and Customer Innovation, Curtis Kopf combines ecommerce, mobile, and customer innovation in a single role focusing on giving information and control to customers in the areas of their lives they care about the most.
    May. 31, 2012
    Strategies
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  • How Well Does Staples Help a Small Company "Manage My Stuff?"

    Customer Experience Audit of Staple’s Capabilities to Let Small B2B Customers Manage Their Relationship

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    Staples has done a great job of making it easy for customers. But how does it do in a scenario in supporting a small business customer’s account management needs as he tries to “manage his stuff?”
    Jul. 21, 2011
    Strategies
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  • How Well Does Amazon.com Let Me "Manage My Stuff?"

    Customer Experience Audit of Amazon.com’s Capabilities to Let Customers Manage Their Relationship

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    Amazon.com is the role model for creating a great online customer experience. But how well does it do in helping loyal customers “manage their stuff.” In this customer experience audit, we see how Amazon does in a true-to-life customer scenario.
    Jul. 7, 2011
    Strategies
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  • Living and Working in "the Cloud"

    How Digital Services are Reshaping Our Lives

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    Are you addicted to digital services, mobile apps, cloud computing, SaaS, social media, and digital media? Here are some things to think about before it’s too late!
    Jun. 2, 2011
    Strategies
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  • Five Reasons to Put Your Business in the Cloud

    How SaaS Is Changing Ecommerce and the Software Industry, and What You Should Do About It

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    SaaS has democratized advanced capabilities that had been available only to top tier sites, signaling a revolution in how software is consumed. Learn why SaaS is so hot. Prepare your checklist for finding the right SaaS for your company.
    Apr. 14, 2011
    Strategies
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  • Nature's Scitable: Going Mobile

    Why Scitable Chose a Mobile Web Strategy Over a Mobile App Strategy for Its First Mobile Initiative

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    What’s the best mobile strategy to embrace if you want to reach mobile users around the world and get optimized search placement? Here’s what Nature Education’s Scitable division did.
    Mar. 31, 2011
    Strategies
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