Customer Requirements & Moments of Truth
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Selecting a Mobile Phone Family Plan for a Family in Transition
Moments of Truth in Consumer Telecommunications
by Ronni MarshakWhen 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. -
Research, Compare, and Select a New Retail Bank
Customer Experience Test Drive of: Bank of America, Citibank, and Wells Fargo
by Ronni MarshakWe 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. -
Outside In
What’s Beyond Web 2.0 and Enterprise 2.0? Biz 3.0!
by Patricia SeyboldTim O’Reilly got the world thinking in new ways about the Internet with his principles of Web 2.0. Expanding from these principles, we can define the next generation of business, or Biz 3.0. -
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 MarshakA 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. -
How to Get From Product 2.0 to BIZ 3.0
Redeploy your Product-related Web 2.0 Services to Help Customers Reach Their Goals
by Patricia SeyboldWeb 2.0 offers the ability to support each product lifecycle phase with Internet-enabled services. We call this approach: Product 2.0. -
Customer Innovation Guide: Taking the Fifth Step
Open Up Your Products and Engage Customers in Peer Production
by Patricia SeyboldA key to innovation is to assume that customers will want to roll up their sleeves and customize your products and services to meet their needs. Make it easy for them to do so. Provide customization and configuration tools. -
Customer Innovation Guide: Taking the Second Step
Provide Customers with Tools to Use to Reach Their Outcomes
by Patricia SeyboldThis guide provides a self-assessment to see how far along your company is in making these tools available to your lead customers. -
Move Over Portals; Prepare for Scenario Nets!
The Next E-Business Model: Task-Specific Cross-Company Workflows
by Patricia SeyboldWe’ve invented a new e-business model. We call it Scenario Nets—interlinked Web sites that help you complete a complex task. -
Customer Innovation Guide: Identify and Study Lead Customers
Have You Taken the First Step towards Customer-Led Innovation?
by Patricia SeyboldThis guide provides a self-assessment to see how far along your company is in the important first step towards customer-led innovation by identifying, interviewing, and engaging with your lead customers. -
Customer Innovation Guide: Five Roles Your Customers Should Be Playing
How Engaged Are Your Customers in Shaping the Future of Your Business?
by Patricia SeyboldThis guide explores the five different roles that customers can play and companies can leverage to become an outside innovation organization. -
A Customer Experience Journey
Signing Up for CitiCards Rewards Proves Daunting
by Ronni MarshakCitibank 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). -
GE ColorXpress® Services
Helping Customers Design Differentiated Products
by Patricia SeyboldBy making it easy—and exciting—for customers to become part of the color design team, GE Plastics has created an innovative business that brings customers back time and time again. -
Help Customers Do Their Jobs
Become a Vital Resource in Helping Your Customers Achieve Their Outcomes
by Ronni MarshakThe sixth critical success factor originally introduced in Customers.com is “Help customers do their jobs.” By helping them succeed in their jobs, you ensure that they will remain loyal to your products, services, and organization. -
Muji
Engaging Customers to Help with Product Design
by Patricia SeyboldMuji—a well-known retail brand in Japan—has integrated customer input and suggestions into its core business operations. Muji encourages customers to submit product design ideas and to comment and vote on each others' ideas. -
Staples
Customers Help Bring a Customer Experience Promise to Life
by Patricia SeyboldStaples, the office supplies retailer, has outpaced its competition by deeply understanding what its target customers—small business office supplies buyers—really care about. -
Customer Scenario® Design: An Approach for Outside Innovation
Co-Designing Your Business with Your Customers
by Patricia SeyboldHere are the fundamentals of Customer Scenario Mapping, our methodology for outside-in co-design. -
The History of Customer Scenario® Design
Co-Designed and Evolved with Customers
by Patricia SeyboldOur Customer Scenario® Mapping methodology was a long-term result of our first outside-in design session with customers, almost 20 years ago. -
Zopa Case Study: How Zopa Is Creating a New Financial Services Exchange
Peer-to-Peer Lending and Borrowing for “Freeformers”
by Patricia SeyboldHere’s a description of what the Zopa team did to meet their target audiences’ key scenarios and to design their business once they clearly understood those scenarios. -
Streamline Business Processes that Impact the Customer
Make Sure the Customer’s Point of View Is the Design Center for Continuous Process Improvement
by Patricia SeyboldThe third critical success factor originally introduced in Customers.com® is “Streamline the Business Processes that Impact the Customer.” -
Target the Right Customers
The First Step in Making It Easy for Customers to Do Business with You
by Patricia SeyboldOf the eight critical success factors originally introduced in Customers.com, “Target the right customer” is the first step towards making it easy for customers to do business with you.
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