Align around Customer Outcomes

  • Identifying the RIGHT Customers for CABs

    You Want Customers with Insights and Passion for the “Jobs” They Do

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    Whom should you invite to be on your Customer Advisory Board? The answers may surprise you. Try recruiting insightful, strategic thinking end-users rather than purchasers or decision-makers.
    Aug. 21, 2015
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  • How Customers Want to Buy More of Your Products

    Identifying and Measuring the Key Moments of Truth in Reorder/Renew/Replenish Customer Scenario® Patterns

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    What happens when a customer runs out of the needed product he gets from you; or a values service expires? There is a common set of action that customers want to happen to reorder and ensure that they never run out again. Learn more about this customer scenario pattern!
    Nov. 6, 2014
    Strategies
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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
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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
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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
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  • Getting the Desired Outcome Right

    Citizens Bank Did a Good Job Selling a Prospect, but Couldn’t Meet the Ultimate Goal

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    Do you consider a prospective customer’s scenario when pitching them? Do you understand the desired outcome, the priorities, and the emotional concerns they have? If you do, you can sell much more effectively.
    May. 29, 2014
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  • Can a Contest Improve the “Production of Health”?

    How Esther Dyson Is Using the Way to Wellville Challenge to Promote Collaborative Innovation

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    The Way to Wellville is a community health innovation contest among five communities in the U.S. The towns will have five years to dramatically improve health outcomes by focusing on the determinants of health, rather than on the treatment of disease.
    May. 9, 2014
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  • Amazon Covers the “Last Mile”

    Can the Etailer Improve on UPS, et al. to Create a Customer-Delighting Delivery Service?

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    Amazon will deliver packages the “Last Mile.” How can they improve on what UPS, FedEx, and the USPS are doing to delight customers?
    May. 1, 2014
    Strategies
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  • Interviewing End-Customers

    Tips and Sample Questionnaires

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    Interviewing customers is the best way to understand what they do, what they need, and what they care about. But effective interviewing is an art and a skill to be nurtured. Here are tips and samples to help you get the most out of customer interviews.
    Feb. 6, 2014
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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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  • Why I Am No Longer a Sears Customer

    Sears.com Fails to Deliver on Promises

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    Sears has failed this shopper for the last time! Read the sad, sad story of hours wasted, responses not received, and powerless customer service agents following self-serving customer service practices.
    Dec. 5, 2013
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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
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  • Lumosity Harnesses 45 Million Brains

    A Customer Ecosystem Focused on Improving Our Brains’ Performance

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    Lumos Labs’ Lumosity is more than a set of brain-training games. It’s an ecosystem aligned around one customer-centric goal: helping people improve their brains’ performance.
    Sep. 6, 2013
    Strategies
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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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  • 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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  • Turn Customer Co-Design Insights into Action

    How to Gain Momentum by Turning Customer Scenarios into Operational Scorecards, Recommendations, and Action Items

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    After 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.
    May. 10, 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
    Strategies
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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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  • Tips for Interviewing Customers, Partners, and Stakeholders

    How to Most Effectively Find Out what Customers Want and Need

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    In over 25 years of interviewing customers, we have some insights to share about what makes an interview valuable. This report provides tips and techniques.
    Dec. 20, 2012
    Strategies
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