Deliver Seamless Customer Experience
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Don’t Blindside Your Customers
Bankofamerica.com Neglects to Warn Customers of a Glitch that Requires Customer Attention
by Ronni MarshakWhen there is an emergency service interruption to your customer experience, it’s important to have processes in place to remedy the situation. Bank of America missed that opportunity and was deluged with calls from frustrated and annoyed customers. -
Setting Expectations for Customer Co-Design and Other Customer-Facing Engagements
The New CSM Guidebook: Part 4: Setting Expectations
by Ronni MarshakNo matter how well prepared you are for your customer-facing events, you won’t be completely successful if the expectations of participants haven’t been clearly set. Here are tips for setting the expectations of customers, partners, and internal stakeholders. -
Managing Customer Innovation at Alaska Airlines
Alaska Airlines Combines Customer Innovation with E-Commerce & Mobile
by Patricia SeyboldAs 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. -
Handling the Logistics of a Customer Scenario® Mapping Session
The New CSM Guidebook: Part 2: Logistics Check List
by Ronni MarshakPreparing a customer-facing engagement can be a logistics nightmare. Here is a checklist of the details required to run a successful Customer Scenario® Mapping session, which is a superset of all the logistics required for a great customer engagement. -
What's Your Customer Cloud Strategy?
Twelve Customer Requirements to Include as Your Firm Migrates to Cloud Computing
by Patricia SeyboldA “customer cloud” is the virtual project space where your customers can securely access, keep track of, and manage the assets they’ve bought from you as well as any related projects in which they’re engaged. -
Build Community Around "My Stuff"
How Will Online Communities and Social Networks Evolve?
by Patricia SeyboldOnline customer support communities and social networks need to be integrated into the tools that customers use to manage their stuff. -
Developing Applications to Improve Customer Experience
Bridging the Arbitrary Product Line and Channel Silos that Drive Your Customers Crazy
by Patricia Seybold, Ronni MarshakCustomers are annoyed when they don’t encounter a seamless experience as they interact across touchpoints or product lines. Learn how to approach developing applications that are seamless for customer, partners, and employees. -
Brand Loyalty
The Direct Path to Customer Satisfaction, Referrals, and Revenue
by Ronni MarshakThe combination of great products and a great customer experience will keep customers loyal to your brand. -
Apple Sacrifices Customer Experience for Revenue
Lowering Customer Satisfaction by Adding Friction to a Seamless Experience
by Ronni MarshakApple is exacting a higher commission on digital media purchased from within publishers’ own iPhone apps, forcing them to modify the seamless customer experience. The result is angry customers and a potential hit to the Apple brand. -
Key Role: SVP of Cross-Channel Customer Experience (or Equivalent)
Patty's Dream Team: Roles and Responsibilities You'll Need for Your Customer-Centric Organization
by Patricia SeyboldWhat’s the one role that makes the most difference in a company’s ability to “make it easy for your customers to do business with you”? An SVP of customer experience (or equivalent). -
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. -
Living and Working in "the Cloud"
How Digital Services are Reshaping Our Lives
by Patricia SeyboldAre 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! -
End-to-End Customer Experience
Do You Have Someone to Hold Your Customers’ Hands All the Way to Success?
by Ronni MarshakCustomers hate complexity! What they really want is for someone else—whether it is your organization or a third party—to manage the complexity for them! Learn what makes a good customer project/account manager. -
What Can Damage Apple's Amazing Customer Experience and Brand?
Network Congestion Will Be a Challenge Even to Steve Jobs
by Patricia SeyboldApple always offers a great customer experience. Yet it has chosen partners who fall down on the job. And, as you can do more with Apple products, network congestion can make the experience less than ideal. -
How to Approach Customer Experience Management
An Overview of Patricia Seybold Group’s Recommended Game Plan
by Patricia SeyboldIn this report, you’ll learn how the Patricia Seybold Group defines and approaches customer experience management. -
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. -
Identifying the Problems in Your Cross-Channel Customer Experience
Borrowing the “Mystery Shopper” Model from Retail
by Ronni MarshakWe recommend taking a cue from retailers—employ “mystery shoppers” who give your customer experience people and processes a thorough test drive!! -
Rethinking CRM: Provide Customers the Information They Care about in a Seamless Fashion
Customers Don’t Want to Be Managed; They Do Want Good Experiences and Outcomes
by Patricia SeyboldThe secret to a successful CRM strategy is a seamless cross-touchpoint, cross-channel and cross-lifecycle experience. Let your customers manage their relationships with you, not vice versa. Focus first on customer service, not on sales or marketing. -
Provide a 360-Degree View of the Customer Relationship
Leading the Way to Customer Loyalty and Profitability
by Patricia SeyboldThe fourth critical success factor originally introduced in Customers.com is “Provide a 360-degree view of the customer relationship.” -
Own the Customer’s Total Experience
Taking Responsibility Leads to Customer Loyalty
by Patricia SeyboldThe second critical success factor originally introduced in Customers.com is “Own the Customer’s Total Experience.”
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