Measure What Matters to Your Customers

  • There’s Gold in Those Customer Metrics!

    Mine Them Well and Reap the Benefits of Loyalty and Increased Business

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    What do your customers care about and how do they measure how well you help them succeed? The key is capturing Customer’s Success Metrics. Once you have, you can keep track of how well you’re doing and identify new opportunities for your company.
    Oct. 23, 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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  • How Customers Want to Find and Purchase Your Products/Services

    Identifying and Measuring the Key Moments of Truth in "Select & Buy" Customer Scenario® Patterns

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    Each customer’s context is different, but there are patterns to what they care about in common scenarios. Measure how well you meet these customer priorities to ensure success.
    Aug. 14, 2014
    Strategies
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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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  • Assessing Customer Experience from the Outside In

    What Are Your Customer Experience Vital Signs?

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    To truly achieve a customer-centric focus, you must look from the outside-in. Consultant Andrew Spanyi says you must focus on measuring what matters to customers and link those metrics to the processes you monitor.
    Feb. 26, 2014
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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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  • How to Use VOC to Create Fitness Fans for Life

    Blair McHaney Uses Daily VOC to Improve Customer Experience and Front-Line Engagement at Gold’s Gyms in Washington

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    Meet visionary customer advocate Blair McHaney. He uses customer metrics and methods in daily operation, leveraging a customer-centric culture and Medallia VOC software.
    Jan. 23, 2014
    Strategies
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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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  • Assigning Emotions to Moments of Truth

    Enhancing Customer Scenario® Mapping by Capturing Feelings

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    Capturing 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.
    Nov. 15, 2012
    All Members
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  • Getting at Customers’ Moments of Truth

    The New CSM Guidebook: Part 6: Identifying and Measuring Moments of Truth

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    Understanding your customers’ scenarios and the potential showstoppers to customer success should be part of your customer experience strategy. Learn how we identify these “Moments of Truth” as a part of Customer Co-Design.
    Sep. 20, 2012
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  • Measure What Matters to Customers

    The New CSM Guidebook: Part 5: The Vital Importance of Metrics

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    Measuring things is easy. Figuring out what to measure is hard! Here are guidelines for defining metrics that matter to customers and how you should measure your organization's performance and bottom-line opportunities based on these measurements.
    Aug. 9, 2012
    All Members
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  • How To Monitor Your Return on Customer Experience

    Develop and Use a Quality of Customer Experience (QCESM) Operational Scorecard

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    How do you measure a return on investment for your customer experience initiatives? Connect real-time operational execution on the things that matter most to customers to actual bottom-line impact. Here’s how.
    Sep. 29, 2011
    All Members
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  • 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

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    What’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).
    Jul. 28, 2011
    Strategies
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  • How to Think About Your Customer Experience and User Experience Design Strategy

    Make CX and UX Design “The Unique Way We Design Products and Experiences for Customers”

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    Customer experience (CX) and user experience (UX) design are strategic differentiators. We advocate creating a unified CX/UX strategy and elevating it to one of your three top initiatives. Here are some guidelines.
    Jun. 23, 2011
    Strategies
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  • A Best Practice Example of Applying UX Principles to Product Design and Development

    Koko Fitness Demonstrated How to Do It Right Back in 2005!

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    Koko Fitness, a small company that designs and sells interactive workout systems, has been a shining example of best practices in incorporating customer experience and user experience methods into their product design and development lifecycle.
    Jun. 16, 2011
    Strategies
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  • The Not So Friendly Route to Flying the Skies

    Lessons Learned from Customers’ Moments of Truth in Multi-Leg Travel Planning

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    There 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.
    Apr. 1, 2010
    Strategies
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  • Five Steps to Success in Designing a Customer-Centric Business

    Chapter 1 – Customers.com 2.0

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    A 5-step prescription for customer-centric executives to design new businesses or re-focus existing organizations and win customers for life.
    Feb. 4, 2010
    Strategies
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  • 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

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    Customer 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.
    May. 14, 2009
    Strategies
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  • How Customers Want to Learn a New Skill

    Identifying and Measuring the Key Moments of Truth in the Customer Scenario® Pattern of Acquiring a Skill

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    Customer 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 acquiring a skill scenario.
    Apr. 30, 2009
    Strategies
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  • How Customers Want to Upgrade to a New "Model"

    Identifying and Measuring the Key Moments of Truth in "Product/Service Upgrade" Customer Scenario® Patterns

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    Customer 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 a typical upgrade scenario.
    Feb. 26, 2009
    Strategies
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