Business Processes

  • 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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  • Unreasonable Customer Policy Stories from a Real Customer

    Why Justified Indignation Can Lead to Losing Business

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    Have you encountered customer-alienating policies from otherwise respected service providers? Our guest columnist, Irene Kopel, eloquently details her frustrations with ADT Security and PayPal.
    Nov. 19, 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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  • 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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  • 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
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  • Oracle Service Cloud Social Experience

    Built-In Social Monitoring, Analysis, and Interaction

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    Oracle Service Cloud Social Experience provides social customer service by monitoring and analyzing social posts and interacting with social posters. Social Experience is an integral component of Oracle Service Cloud in packaging, pricing, and functionality. See the details in the full report.
    Sep. 27, 2013
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  • Secret to Successful Customer Engagements

    Beware of These Four Things that Will Doom Your Customer-Centric Initiatives

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    If you want to involve customers in co-designing products, services, and/or customer-impacting business processes, you should know about, and avoid, these four common pitfalls.
    Sep. 27, 2013
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  • Customer Co-Design and Customer Scenario Mapping

    A Philosophy for Customer-Centric Organizations and a Method for Instilling It

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    Customer-centric organizations should deliver on their mission by co-designing with customers. And the best method for realizing this goal is to work together to map out your customers’ important scenarios.
    Sep. 12, 2013
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  • Salesforce Radian6: An Insight Ecosystem

    The Social Monitoring, Analysis, and Interaction Application of Salesforce Marketing Cloud

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    Radian6 is the Salesforce Marketing Cloud component that does social monitoring, analysis, and interaction. It’s easy to learn and use; its analytics are powerful and flexible; and it integrates tightly with Salesforce Service Cloud.
    Aug. 1, 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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  • 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

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    In 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).
    Jun. 6, 2013
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  • Collaborating with Customers

    Working Together with Customers to Achieve Their Goals

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    Collaboration 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!
    Apr. 4, 2013
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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
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  • What Do I Do Now?

    When Customers Are in Crisis, How Well Do You Support Them?

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    Crises are great opportunities to gain customer loyalty for life. How your brand and your organization rally to help customers in crisis is often the make or break point in any customer relationship!
    Jun. 28, 2012
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  • KANA Experience Analytics

    Powerful Analytics, Tight Integration with KANA Service Experience Management

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    KANA Experience Analytics monitors, analyzes, and acts on customer conversations on the social web and customer conversations on internal channels. Analytics that categorize customer conversations and classify their sentiment are its key strength.
    May. 24, 2012
    Technologies
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  • Attensity Analyze and Attensity Respond

    Multi-Channel Monitoring, Analysis, and Interaction

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    Attensity Analyze and Attensity Respond provide multi-channel (social web and internal channel) monitoring, analysis, and interaction. Powerful, patented text analytics are the offerings’ key characteristic, strength, and differentiator.
    Mar. 1, 2012
    Technologies
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  • Manage My Stuff and Coordinate Around Our Stuff

    What Tools and Information Do Customers Need and Value for Personal and Professional Use?

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    Customers want help keeping track of things. If you can help them manage and improve their use of your products and services to get things done, it’s a win/win. And they’ll keep doing business with you.
    Oct. 20, 2011
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  • Developing Applications to Improve Customer Experience

    Bridging the Arbitrary Product Line and Channel Silos that Drive Your Customers Crazy

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    Customers 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.
    Oct. 13, 2011
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  • Knova 8.0 from Consona

    Knowledge Management, Customer Service Process Support, and Analytic Functionality

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    Knova 8.0 is a strong customer service offering that provides case management and knowledge management capabilities across assisted-service, self-service, and social-service channels for on-premise or cloud deployment.
    Oct. 6, 2011
    Technologies
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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
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