Make It Easy for Your Customers to Do Business with You
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Providing Consistent Customer Support
A Great Experience Shouldn’t Depend on the Luck of the Draw as It Does with Dell's Support Processes
by Ronni MarshakDell’s current support processes don’t appear to provide consistent answers nor one-touch problem resolution. How well does your company address customers’ moments of truth when resolving problems? -
Designing/Refining Your Mobile Strategy
Fourteen Approaches to Consider as You Reach Out to Customers Using Mobile Devices
by Patricia SeyboldMobile phones will soon surpass computers as the most prevalent way to do business online. Your business needs a mobile strategy. Here’s how to think about it. -
Treating Your Customers with Respect
Provide Concerned, Engaged, and Accurate Customer Service or Risk the Customer Relationship
by Ronni MarshakThe difference between a great customer experience and a disastrous one is how the customer is treated after presenting a problem. Here are three different examples. -
Customers.com Handbook
A Handbook for Your Customers.com® Initiatives—Parts 1 to 4
by Patricia SeyboldIn Customers.com Classic, we described the successful Internet Strategies of sixteen different best practices organizations. Those firms are still ahead of the pack in executing customer-centric strategies that keep customers loyal and empowered. There are eight core competencies that these early leaders adopted. Now, 12 years later, those same core competencies still stand the test of time. -
Dell Support Fails at Providing a 360-Degree View
Customer-Facing Employees Don’t Seem to Share Customer Context or Company Policy Information
by Ronni MarshakProviding a 360-degree view of all your customer interactions to your customers is vital. But you also have to provide a 360-degree of your internal policies and processes to all customer-facing employees. Dell didn't do that with unhappy results. -
Map Ideal Customer Experiences with Cross-Functional Teams
Why and When to Map Customer Scenarios with Internal Stakeholders
by Ronni MarshakThere’s great value in using the Customer Scenario Mapping technique internally as a tool that helps your employees become more customer-centric, even without direct customer engagement. -
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. -
Provide a 360-Degree View of Each Customer's Context
Making Complete Customer Information Available to Customers as They Address Their Scenarios
by Ronni MarshakOrganizations that allow customers to access, update, organize, and enhance all the information you have about them are primed to keep customers happy long term. -
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. -
An Unexpected Customer Experience with the Registry of Motor Vehicles
A Great Customer Experience Story
by Ronni MarshakThe Massachusetts Registry of Motor Vehicles provides an excellent customer experience when renewing your driver's license online. Obviously, whoever designed the site thought through the customer’s point of view! -
Do's and Don'ts of Phone Support
Making It Easy to Navigate through IVR Hell!
by Ronni MarshakAre your customers stuck in the infinite loop of IVR hell? These do's and don'ts can help you create an effective phone support channel that can improve relationships instead of frustrating customers. -
How Well Do E-Tailers Handle Gift Giving?
A Customer Experience Framework and Customer Experience Test Drives
by Ronni MarshakCustomers are clear about the gift-giving features they want on e-tailing sites. We evaluate five sites, Amazon.com, Gifts.com, Lowes.com, MagicCabin.com, and Cafepress.com, against these criteria. -
Planning a Theme Park Vacation around a Birthday
How Easy (or Difficult) Is It to Accomplish on the Parks' Web Sites?
by Ronni MarshakPlanning a vacation and event? See how well the Web sites for DisneyWorld, Six Flags, and Colonial Williamsburg help you achieve your goals. -
Keys to E-Merchandising Success in Troubled Economic Times
Help Customers Make Wise Buying Decisions and You Will Foster Loyalty
by Ronni Marshak, Martha FreyIn these hard economic times, you need to make it as easy for your customers to find, choose, and buy your products. Ten e-merchandising best practices are presented in this report. -
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. -
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. -
Best Practices in Customer Self-Service
Ten Ways to Make It Easy for Your Customers to Do Business with You
by Mitchell KramerThis report presents PSGroup’s 10 best practices in customer self-service. The 10 represent the current ideal based on our research on self-service technologies and on our consulting work with companies of all sizes across many industries. -
Research, Compare, and Select a New Retail Bank
Customer Experience Test Drive of: Bank of America, Citibank, and Wells Fargo
by Ronni MarshakWe apply the Product Select and Buy Customer Scenario pattern and its “I want to find the product or service that best addresses my requirements” Moment of Truth to a customer’s research, comparison, and selection activities for a new retail bank. -
A Customer Experience Journey
Signing Up for CitiCards Rewards Proves Daunting
by Ronni MarshakCitibank changed the rewards on my preferred credit card, offering a bonus for paying household utilities with the credit card. But signing up the various utilities to take advantage of this offer proved to be somewhat of an exercise in f(utility). -
How Visual Comfort Uses GroveSite's Collaborative Workspaces to Improve Time-to-Market
A Small Lighting Design and Manufacturing Firm's Innovative Use of Shared Workspace
by Ronni MarshakByron Wilson, account manager with Visual Comfort, designer of custom residential lighting products, describes his company’s use of GroveSite collaborative workspaces.
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