Customer Experience Audits

  • Research, Compare, and Select a New Retail Bank

    Customer Experience Test Drive of: Bank of America, Citibank, and Wells Fargo

    by Ronni Marshak
    We apply the Product Select and Buy Customer Scenario pattern and its “I want to find the product or service that best addresses my requirements” Moment of Truth to a customer’s research, comparison, and selection activities for a new retail bank.
    May. 3, 2007
    Strategies
    0 comments
    click to read more

  • Dealing with a Moment of Truth in a “Purchase a Gift” Scenario

    The Case of the Purple Flip Flops: Test Drive of Linda Anderson.com

    by Ronni Marshak
    A failed shopping experience at lindaanderson.com demonstrates the importance of meeting and measuring your customers’ moments of truth. It also shows the importance of empowering support staff to fix a broken relationship.
    Mar. 15, 2007
    Strategies
    0 comments
    click to read more

  • A Customer Experience Journey

    Signing Up for CitiCards Rewards Proves Daunting

    by Ronni Marshak
    Citibank changed the rewards on my preferred credit card, offering a bonus for paying household utilities with the credit card. But signing up the various utilities to take advantage of this offer proved to be somewhat of an exercise in f(utility).
    Oct. 5, 2006
    All Members
    0 comments
    click to read more

  • Self-Service Resolution: Cable TV Companies

    Comparing Charter Communications, Comcast, Cox Communications, Time Warner Cable, and Verizon Search Experiences

    by Susan Aldrich
    The search experiences at five cable TV companies, Charter Communications, Comcast, Cox Communications, Time Warner Cable, and Verizon are compared in light of a problem resolution scenario.
    Sep. 21, 2006
    All Members
    0 comments
    click to read more

  • Bloomingdales.com

    Merchandising and Customer Experience

    by Susan Aldrich
    Bloomingdales.com achieves a high score when measured against Patricia Seybold Group’s E-Merchandising Framework.
    Apr. 27, 2006
    Strategies
    0 comments
    click to read more

  • Macys.com

    Merchandising and Customer Experience

    by Susan Aldrich
    Macys.com achieves a high score when measured against Patricia Seybold Group’s e-merchandising framework.
    Apr. 13, 2006
    Strategies
    0 comments
    click to read more

  • American Customer Satisfaction Suffers Its Biggest Drop in Seven Years

    What Are the Implications of the ACSI Decline?

    by Brenda Michelson
    The 4Q 2004 American Customer Satisfaction Index suffered its largest drop since 1997. Since customer satisfaction drives consumer spending, almost $50 billion is at stake. Read about the ACSI and learn how to keep your share of the consumer pie.
    Mar. 3, 2005
    All Members
    0 comments
    click to read more

  • Cross-Channel Shopping Shines in the 2004 Holiday Season

    Search Plays a Big Role in Steering Sales to Both Niche and Mainstream Retailers

    by Patricia Seybold
    More buyers used cross-channel shopping in 2004—searching online and buying in the store, or browsing in the store and buying online. Search and product findability were keys to success.
    Jan. 6, 2005
    All Members
    0 comments
    click to read more

  • Learning about Emergent Learning, Part 3

    From Post Mortem to Living Practice and Emergent Learning in Action

    by Marilyn Darling
    How do you transform your organization into a change master? Instill After Action Reviews (AARs) as an iterative learning practice. Don’t focus on “lessons learned;” analyze the ground truth in mid-task and at the end of each iteration. Hypothesize about
    Feb. 26, 2004
    All Members
    0 comments
    click to read more

  • Learning about Emergent Learning, Part 2

    Early Civilian Adopters of After Action Reviews: Shell Oil, Harvey-Davidson, Geerlings & Wade

    by Marilyn Darling
    How do you transform your organization into a learning organization? Shell Oil, Harley-Davidson, and Geerlings & Wade are three companies that have been early adopters in the use of After Action Reviews (AARs) to foster organizational learning.  This art
    Feb. 19, 2004
    All Members
    0 comments
    click to read more

  • Learning about Emergent Learning, Part 1

    The Evolution of After Action Reviews (AARs) at the U.S. Army

    by Marilyn Darling
    If you want to master organizational change, we recommend that you unleash the power of emergent learning in your organization. Start with After Action Reviews.
    Feb. 12, 2004
    All Members
    0 comments
    click to read more

  • The Amazon/Office Depot Relationship for Selling Computer Components

    Offering a Seamless Customer Experience across Multiple Business Partners

    by Geoffrey Bock
    Amazon and its business partners are raising the bar in multi-party-merchandising of commodity products. Amazon, Tech Depot, and Viking Components each provide essential content to create a seamless customer experience.
    Oct. 10, 2002
    All Members
    0 comments
    click to read more

  • Get Better with Help from Your Customers:

    The Right Survey Can Help You Improve the Quality of Customer Experience You Deliver

    by Susan Aldrich
    A well-run customer survey is a gold mine. Here is the question set that will reveal you need to know.
    Jan. 3, 2002
    All Members
    0 comments
    click to read more