Customer-Centric Culture
- « previous
- Page 3 of 8.
- next »
-
Defining the Customer-Centric Organization
What Are the Attributes and Behaviors that Define True Customer-Centricity?
by Ronni MarshakIs 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. -
Peer-to-Peer Business Models
Facilitating “Matchmaking” between Individuals for Fun and Profit
by Ronni MarshakLyft helps individuals who need a ride match up with people who have a car and want to earn a few bucks by giving them rides, a great example of a p2p business. Is there something in this p2p model for your company? -
Improving Wretched Customer Service
Beyond Giving CSRs Authority—Giving Them the Ammunition to Provide Great Service
by Ronni MarshakWhat makes well-intentioned customer service so bad? Martha Brooke of Interaction Metrics offers four common mistakes, and we look at how to empower CSRs to avoid these mistakes. -
DuckDuckGo Respects Our Privacy
Fast, Simple Search with an Open Customer-Friendly Ecosystem
by Patricia SeyboldPeople who are concerned about online privacy are switching to search engine DuckDuckGo. Users are pleasantly surprised by, and engaged in, its rapid evolution. -
Customizing Greeting Cards Online
How Well Did American Greetings and Hallmark Meet My Customer Scenario?
by Ronni MarshakGoing through a card-buying scenario identified some important lessons for all businesses about keeping promises and providing a seamless experience throughout your customer ecosystem. -
Customer Co-Design for Elder Independence
Approach for Elders to Age in Their Homes
by Patricia SeyboldDr. Allan Teel's new book tells the remarkable story of an innovative “virtual assisted-living” program that was co-designed with 40 elders in Maine and is now rolling out across the country. -
Supporting the Demand (Customer) Chain
Start with the End-Customers, but Make Sure You’re Making It Easy for Every Stakeholder Between You and Them
by Ronni MarshakIn order to delight your end-customer, you have to understand the needs and scenarios of every participant in your demand chain (or, as we like to think of it, the customer chain). -
Tackling a Wicked Problem: Water Issues!
How the Delta Dialogues Project Is Using Dialogue Mapping to Build Shared Understanding
by Patricia SeyboldThe Sacramento–San Joaquin Delta Conservancy wanted to engage key stakeholders in planning the future of California’s fresh water supply. They used CogNexus Group’s Dialogue Mapping™ to build shared understanding among polarized players. -
How to Address “Wicked Problems”
Use Dialogue Mapping to Build a Shared Understanding and Evolve a Group’s Thinking
by Patricia SeyboldJeff Conklin’s book, Dialogue Mapping: Building Shared Understanding of Wicked Problems, is a “must read” for people in groups grappling with intractable issues and/or for people who are designing products or solutions. Here’s why. -
Exploring the Five Customer-Centric Habits
Necessary Qualities for Executives and Organizations
by Ronni MarshakWhat are the habits that successful customer-centric executives share? Rob Thompson of CustomerThink has identified 5, and we add our Customers.com perspective. -
Turn Customer Co-Design Insights into Action
How to Gain Momentum by Turning Customer Scenarios into Operational Scorecards, Recommendations, and Action Items
by Patricia Seybold, Ronni MarshakAfter 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. -
Designing Effective Group Meetings
Using Concepts and Techniques of Liberating Structures
by Lisa KimballHere are some easy-to-follow facilitation techniques that you can try out in your next meetings to promote continuing conversations based on Lisa Kimball’s framework of Liberating Structures. See if they work in your organization. -
Boston Globe Masters Social Media in a Crisis
How the Boston Globe Covered the Boston Marathon Bombing
by Patricia SeyboldWhat does it take to beat all the major news and cable networks in news coverage? An amazing team and a commitment to getting it right! Learn how the Boston Globe became the trusted source of information during the Boston Marathon crisis. -
Collaborating with Customers
Working Together with Customers to Achieve Their Goals
by Ronni MarshakCollaboration is a method of working together to reach a goal; it isn’t the goal itself. But when you collaborate with customers to reach a goal, the results can be very powerful! -
How We Learn and How to Change
Use Conversations for Collaborative Reflection about Complex Adaptive Systems
by Lisa KimballLisa Kimball offers invaluable advice and methodologies about the best ways to make change in a complex system, like an organization, or a multi-player system such as healthcare. Change the conversation! -
Why Alaska Airlines Considers Mobile Development a Core Competency
Speed Up Improvements in Customer Experience through Mobile
by Patricia SeyboldWith Curtis Kopf, Managing Director, AlaskaAir.com, and Customer Innovation at Alaska Airlines, we look at how he and his team are mastering agile development and making mobile technology a core competency. -
Apple and/or Verizon: How Should Partners Provide Customer Support?
What Each Did Right and What Needs Improvement When Helping Shared Customers in Need
by Ronni MarshakProviders who together satisfy customer scenarios are part of a customer ecosystem. And the customer's experience should be seamless, as shown in this story. -
What Makes Amazon Tick?
Understanding the Levers that Amazon Uses to Run Its Business
by Patricia SeyboldAmazon’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? -
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
by Ronni MarshakRead the best (and worst) practices demonstrated by NStar and National Grid as they help customers deal with a repair. -
Being Creative on Zazzle.com
How Easy Is It to Create (and Sell) Your Own Customized Products?
by Ronni MarshakZazzle.com makes it easy for people to create and sell customized products. Here’s our review of Zazzle’s tools for customizing products, creating storefronts, and merchandising custom designs.
- « previous
- Page 3 of 8.
- next »
