Align around Customer Outcomes
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Tips for Interviewing Customers, Partners, and Stakeholders
How to Most Effectively Find Out what Customers Want and Need
by Ronni MarshakIn over 25 years of interviewing customers, we have some insights to share about what makes an interview valuable. This report provides tips and techniques. -
Assigning Emotions to Moments of Truth
Enhancing Customer Scenario® Mapping by Capturing Feelings
by Ronni MarshakCapturing 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. -
Creating Customer Advisory Boards that Your Customers Will Love!
How to Design a Successful “Outside In” CAB Program for Your Customers and Top Executives
by Patricia SeyboldThe most successful CABs follow a customer-empowered model in which customers’ issues and priorities are the focal point for the meeting. Don’t show off your ideas; let customers strut their stuff and see how well it meshes with your roadmap. -
What Do I Do Now?
When Customers Are in Crisis, How Well Do You Support Them?
by Ronni MarshakCrises are great opportunities to gain customer loyalty for life. How your brand and your organization rally to help customers in crisis is often the make or break point in any customer relationship! -
Career and Job Hunting Advice
How Well Does Monster.com Help Prepare You for Your Job Hunt?
by Ronni MarshakCustomers often need preparation in order to value your offerings. We look at how Monster.com prepares members before they actively start searching for jobs. The lessons learned can apply to any organization. -
Customer Ecosystems: Meal Ordering Services
Creating Customer Ecosystems Around a Specific Service
by Ronni MarshakIf there’s “a job” that customers need to get done, it’s relatively easy to foster an ecosystem of business partners to fulfill customers’ goals. What take-aways for your business will you get from our comparison of three competing meal ordering services? -
Groupon's New Consumer Programs
How Do They Benefit Consumers? And What Do They Offer Merchants?
by Ronni MarshakGroupon is trying new programs to win the loyalty and wallets of existing and new customers. But do the programs offer enough to attract customers to join? And what’s in it for the merchants? -
Getting the Most Out of Customer Visits
How to Observe and Capture How Key Business Personas Make Decisions
by Ronni MarshakThere are valuable insights to gain when visiting customers and observing how people do their jobs. Here are some tips and techniques on how best to approach and maximize the value of visiting and studying customers. -
The Next Big Thing: Customer Ecosystems
Six Secrets for Designing Business Networks Aligned To Help Customers Get Things Done
by Patricia SeyboldCustomer ecosystems are business networks that are aligned to help customers get things done—both the things they want to accomplish and the things they want to manage. We’ve found six keys to designing successful customer ecosystems. -
Turning Protests Into Realizable Visions
URDT Institute Is Transforming Unemployed Youth Into Job Creators in Uganda
by Patricia SeyboldWhat if young people in poor villages could create prosperous businesses and careers in their home towns instead of flocking to cities to contribute to the overcrowding and unemployment? That’s the solution promulgated by the URDT Institute in Uganda. -
Manage My Stuff and Coordinate Around Our Stuff
What Tools and Information Do Customers Need and Value for Personal and Professional Use?
by Patricia SeyboldCustomers want help keeping track of things. If you can help them manage and improve their use of your products and services to get things done, it’s a win/win. And they’ll keep doing business with you. -
Optimizing the Airline Passenger Experience
Putting Customer Experience First Often Seems Impossible in a Complex Real World Setting
by Patricia SeyboldWith so many interdependent moving parts, priorities, and seemingly “out of our control” events (like bad weather and mechanical failures), it’s supremely difficult for airlines to deliver a great customer experience, yet there are ways to do it. -
Survey Shows Data-Driven Marketing Improves Sales Productivity and Market Share…Yes!
What Does It Take to Become Data Savvy?
by Susan Aldrich, Susan McKittrick, Julie Schwartz, Christopher KochSurvey on the impact of data-driven marketing on business performance shows improved sales productivity and market share. Read what it takes to become a data-driven marketing organization. -
How to Transform the Quality of Life in African Rural Communities
Educate Young People to Be Entrepreneurs and Leaders
by Patricia SeyboldIn western Uganda, URDT’s Vocational Institute addresses unemployment by training young people to be job creators—not job seekers—in their local communities. -
The Not So Friendly Route to Flying the Skies
Lessons Learned from Customers’ Moments of Truth in Multi-Leg Travel Planning
by Ronni MarshakThere are lessons to be learned from the complex customer scenario of planning a multi-leg trip. These lessons can help you make complex transactions less daunting for customers. -
Streamline Customers' Critical Scenarios
The Key to Making It Enjoyable for Customers to Get Things Done
by Ronni MarshakA customer’s goal isn’t to spend money with you. He wants to get his stuff done! By figuring out his scenarios, you help him be successful and win his loyalty in the process. -
Innovation in Education: School Children Improve Their Families' Livelihoods
At URDT, It Takes a Child to Raise a Village
by Patricia SeyboldWhy not educate children to become masterful in envisioning and creating a better life for themselves and their families? That’s the innovative approach to education that URDT has been practicing for almost a decade. -
How Customers Want to Plan for Retirement with Financial Security
Identifying and Measuring the Key Moments of Truth in the “Planning for Retirement” Customer Scenario® Pattern
by Ronni MarshakCustomer scenarios fall into patterns. It‘s valuable to know these patterns ahead of time so you can focus on how to differentiate the experience you offer. This report focuses on the outcome-based scenario of planning for retirement. -
Managing Customer Advisory Board Programs
How Do Companies Structure, Manage, and Profit from Their B2B Customer Advisory Boards?
by Patricia SeyboldThis report provides a summary of the current practices in managing B2B CABs. -
New Car Insurance for a Growing Family
Customer Experience Test Drive of: Geico and Progressive
by Ronni MarshakJust how quick and easy is it to get an online insurance quote from Geico and Progressive? In this test drive, we see if the two auto insurers live up to their advertising promises.
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