Make It Easy for Your Customers to Get Things Done

  • 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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  • Top 12 CX Issues for Business Customers

    How to Improve Customer Experience thru your Customer's Lifecycle

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    What does it take to satisfy your business customers? A lot. First, you need to understand who they are, what jobs they are doing, and where your products and services fit in. Next, you need to know where the pitfalls are likely to be in the customer journey as they engage with your firm and your products throughout the lifecycle of their relationship with you. We have worked with thousands of businesses and their customers over the past three decades. We have identified recurring customer experience expectations and patterns from these co-design sessions. In this article, we summarize the dozen customer-critical customer experience issues that are cuurently the most prevalent in B2B accounts. Then we report on what customers' expectations are and suggest ways you could meet those expectations.
    Aug. 8, 2015
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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
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  • When Comcast Insults Customers

    Who’s to Blame?

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    When customers are treated badly by customer service, something is wrong. But just where does the buck stop? With the CSR? With the company and its priorities and policies? With the customer? There is probably enough blame to pass around!
    Feb. 5, 2015
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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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  • We’ll Get Back to You

    Callback Technology Can Give Customers Back the Time They Spend Waiting to Talk to You

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    We all hate waiting on hold. With automated callback technology, we may never have to again! But you have to make sure that you manage your implementation well so customers are never stuck waiting for a call that never comes.
    Jul. 3, 2014
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  • Customer Journey Mapping

    How to Ensure that Your Customer Experience Journey Map Reflects Your Customers’ Scenarios

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    Here’s how to create a Customer Experience Journey Map. Map the ideal experience for key customer segments. Identify the customers’ Moments of Truth in each Customer Scenario. Combine these as the backbone of your end-to-end customer journey.
    May. 23, 2014
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  • Do’s and Don’ts of Telephone Support

    Making It Easy to Navigate through IVR Hell and Get a Positive Telephone Support Experience

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    Think you provide great customer service? When did you last check out what your customers experience when they call your support line? Are they stuck in an infinite IVR loop? And, when they get to a real person, are their issues resolved?
    May. 15, 2014
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  • Inconsistent Customer Service Information from Bank of America

    Four Different CSRs; Four Different Responses

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    Trying to sign up to automatically pay my new Bank of America credit card balance each month turned into a long, frustrating mess because of inconsistent processes and the fact that not all CSRs knew what could be done!
    Apr. 17, 2014
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  • My 2013 Holiday Customer Experience Heroes

    Lessons to be Learned from Customer Support at Small Companies: Standing Stone Farms and Geoff & Drew’s

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    Small businesses often provide the best customer experience because they offer a personal experience. What can your organization learn from these small companies?
    Dec. 19, 2013
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  • Cloud Computing in 2015

    End-Customers’ Priorities Will Drive Companies’ Customer Cloud Implementations

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    Customers want access to their information from anywhere and from any device. The best way to provide that access is via the cloud. By 2015, we predict that customer clouds will abound. Will you be ready?
    Dec. 13, 2013
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  • Defining the Customer-Centric Organization

    What Are the Attributes and Behaviors that Define True Customer-Centricity?

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    Is yours a truly customer-centric organization? See how well you stack up to the attributes and behaviors that characterize an organization that holds customers at the core.
    Jul. 25, 2013
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  • Customizing Greeting Cards Online

    How Well Did American Greetings and Hallmark Meet My Customer Scenario?

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    Going through a card-buying scenario identified some important lessons for all businesses about keeping promises and providing a seamless experience throughout your customer ecosystem.
    Jun. 20, 2013
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  • Exploring the Five Customer-Centric Habits

    Necessary Qualities for Executives and Organizations

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    What are the habits that successful customer-centric executives share? Rob Thompson of CustomerThink has identified 5, and we add our Customers.com perspective.
    May. 16, 2013
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  • CX Audit: JCP.com

    Is Jcp.com Strong Enough to Help Save JC Penney?

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    JC Penney is in crisis. Can the 15 year-old etailing site, jcp.com, help turn around this failing American brand?
    Apr. 18, 2013
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  • What Makes Amazon Tick?

    Understanding the Levers that Amazon Uses to Run Its Business

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    Amazon’s strategic intent is to be the most customer-centric company and to offer the earth’s biggest selection of products. But what are the underlying goals and strategies the company uses to deliver on those promises?
    Feb. 7, 2013
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  • Utility Customer Experiences: Stark Contrasts in Dealing with NStar and National Grid

    What Each Did Right and What Needs Improvement When Helping Customers in Need

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    Read the best (and worst) practices demonstrated by NStar and National Grid as they help customers deal with a repair.
    Jan. 31, 2013
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  • Amazon’s Next Moves

    It’s a Customer Ecosystem Poised to Become an Increasingly Important Part of Our Lives

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    Amazon isn’t “just” an online retailer; it’s a vibrant and layered customer ecosystem designed to help you get things done faster and cheaper. Amazon phones will bring added convenience. Amazon’s ads will be more relevant than Google’s or Facebook’s.
    Jan. 3, 2013
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  • The Emotional Rollercoaster within Customer Scenarios

    Most Customer Scenarios Bring Out Mixed Customer Emotions; Are You Prepared to Respond to Them?

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    What emotions are customers feeling as they get things done? How can you anticipate and respond to customers’ negative emotions?
    Nov. 1, 2012
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  • MySears Community Gets a Facelift

    Community and Commerce Are Still Too Separate!

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    Your customer community should be an integral part of your business and web presence. How well does the improved MySears Community do on integrating community with commerce?
    Oct. 18, 2012
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