Customer Experience Audits

  • 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
    All Members
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  • Robocalls: Annoying and Illegal

    Avoid This Customer-Unfriendly Practice Except for Appointment Reminders

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    So, how annoying are those automated marketing calls that interrupt you at dinner time? And they aren’t only annoying, they’re illegal. Still robocalling, as it is called, is proliferating. What can you do about it?
    Nov. 14, 2013
    All Members
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  • Why the Healthcare.gov Insurance Exchange Bombed

    Policy Makers Insisted on a Customer-Unfriendly Workflow

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    The long-awaited U.S. government Federal health insurance exchange, healthcare.gov, went live on October 1, 2013 and quickly proved impossible to use. Would-be customers were subjected to long delays. Here’s why.
    Nov. 7, 2013
    All Members
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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
    All Members
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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
    All Members
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  • Being Creative on Zazzle.com

    How Easy Is It to Create (and Sell) Your Own Customized Products?

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    Zazzle.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.
    Jan. 17, 2013
    All Members
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  • Career and Job Hunting Advice

    How Well Does Monster.com Help Prepare You for Your Job Hunt?

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    Customers often need preparation in order to value your offerings. We look at how Monster.com prepares members before they actively start searching for jobs. The lessons learned can apply to any organization.
    Apr. 26, 2012
    Strategies
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  • Customer Ecosystems: Meal Ordering Services

    Creating Customer Ecosystems Around a Specific Service

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    If there’s “a job” that customers need to get done, it’s relatively easy to foster an ecosystem of business partners to fulfill customers’ goals. What take-aways for your business will you get from our comparison of three competing meal ordering services?
    Mar. 15, 2012
    Strategies
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  • Getting the Most Out of Customer Visits

    How to Observe and Capture How Key Business Personas Make Decisions

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    There are valuable insights to gain when visiting customers and observing how people do their jobs. Here are some tips and techniques on how best to approach and maximize the value of visiting and studying customers.
    Feb. 16, 2012
    Strategies
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  • Is Sears.com Strong Enough to Help Save Sears?

    Customer Experience Audit of Sears.com’s Capabilities to Let Customers Find and Buy What They Want and Manage Their Relationships

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    Customer Experience Audit of Sears.com’s Capabilities to Let Customers Find and Buy What They Want and Manage Their Relationships
    Jan. 19, 2012
    All Members
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  • How Well Does Mint.com Help Me Keep Track of My Finances?

    Customer Experience Audit of Mint.com’s Free Online Application that Helps Customers Analyze and Manage their Personal Finance

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    How well does Mint.com, a free web-based personal financial management service, meet the scenario a 55 year old single working woman who wants to get a handle on her personal finances?
    Nov. 17, 2011
    Strategies
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  • How Well Does Bank of America Help Me Manage My Money Online?

    Customer Experience Audit of BoA's Capabilities to Help Customers with Financial Best Practices

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    Bankofamerica.com does a good job of helping customers manage their personal finances. It isn’t as good at helping them choose the right accounts for their needs. How does your company do at helping your customers choose and manage products and services?
    Aug. 18, 2011
    Strategies
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  • How Well Does Staples Help a Small Company "Manage My Stuff?"

    Customer Experience Audit of Staple’s Capabilities to Let Small B2B Customers Manage Their Relationship

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    Staples has done a great job of making it easy for customers. But how does it do in a scenario in supporting a small business customer’s account management needs as he tries to “manage his stuff?”
    Jul. 21, 2011
    Strategies
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  • How Well Does Amazon.com Let Me "Manage My Stuff?"

    Customer Experience Audit of Amazon.com’s Capabilities to Let Customers Manage Their Relationship

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    Amazon.com is the role model for creating a great online customer experience. But how well does it do in helping loyal customers “manage their stuff.” In this customer experience audit, we see how Amazon does in a true-to-life customer scenario.
    Jul. 7, 2011
    Strategies
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  • How Well Do E-Tailers Handle Gift Giving?

    A Customer Experience Framework and Customer Experience Test Drives

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    Customers 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.
    Aug. 12, 2009
    Strategies
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  • Planning a Theme Park Vacation around a Birthday

    How Easy (or Difficult) Is It to Accomplish on the Parks' Web Sites?

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    Planning a vacation and event? See how well the Web sites for DisneyWorld, Six Flags, and Colonial Williamsburg help you achieve your goals.
    Jun. 25, 2009
    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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  • I Need a New Car, Fast!

    How Vehix.com Rates in an Emergency Car Buying Scenario

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    Novice car buyer, Mia Driver, looks to Vehix.com to help her identify and locate the right car for her family.
    Oct. 18, 2007
    Strategies
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  • New Car Insurance for a Growing Family

    Customer Experience Test Drive of: Geico and Progressive

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    Just 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.
    Aug. 9, 2007
    Strategies
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  • Selecting a Mobile Phone Family Plan for a Family in Transition

    Moments of Truth in Consumer Telecommunications

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    When the kids go off to college, a family needs a new mobile phone plan to support multiple locations. In this Test-drive, we apply the Product Select and Buy Customer Scenario pattern and its key Moment of Truth.
    Jul. 5, 2007
    Strategies
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