Metrics, Scorecards, ROI

  • How Customers Want to Buy More of Your Products

    Identifying and Measuring the Key Moments of Truth in Reorder/Renew/Replenish Customer Scenario® Patterns

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    What happens when a customer runs out of the needed product he gets from you; or a values service expires? There is a common set of action that customers want to happen to reorder and ensure that they never run out again. Learn more about this customer scenario pattern!
    Nov. 6, 2014
    Strategies
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  • How Good Is Apple Pay’s Ecosystem?

    How Well Does Apple Pay’s Ecosystem Meet Consumers’ and Partners’ Critical Needs?

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    How viable is the Apple Pay ecosystem? Will all 15 categories of players required to support mobile payments play together nicely? Will all of these partners align to support consumers’ four critical moments of truth for mobile payments?
    Oct. 31, 2014
    Strategies
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  • There’s Gold in Those Customer Metrics!

    Mine Them Well and Reap the Benefits of Loyalty and Increased Business

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    What do your customers care about and how do they measure how well you help them succeed? The key is capturing Customer’s Success Metrics. Once you have, you can keep track of how well you’re doing and identify new opportunities for your company.
    Oct. 23, 2014
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  • 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
    Strategies
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  • How Customers Want to Find and Purchase Your Products/Services

    Identifying and Measuring the Key Moments of Truth in "Select & Buy" Customer Scenario® Patterns

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    Each customer’s context is different, but there are patterns to what they care about in common scenarios. Measure how well you meet these customer priorities to ensure success.
    Aug. 14, 2014
    Strategies
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  • 10 Characteristics of Customer-Centric Execs

    How Many Do You Embody?

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    Here are 10 characteristics that every customer-centric executive should demonstrate. They range from having a customer vision to monitoring what matters to customers. How well do you stack up?
    Jul. 17, 2014
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  • Can a Contest Improve the “Production of Health”?

    How Esther Dyson Is Using the Way to Wellville Challenge to Promote Collaborative Innovation

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    The Way to Wellville is a community health innovation contest among five communities in the U.S. The towns will have five years to dramatically improve health outcomes by focusing on the determinants of health, rather than on the treatment of disease.
    May. 9, 2014
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  • The History of Customer Scenario Design

    Co-Designed and Evolved with Customers

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    Hear the story of how we co-designed our Customer Scenario Mapping methodology with our lead customers.
    Mar. 20, 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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  • Agilent’s Virtuous Circle of Personalization

    Customer Experience, Content Strategy, and Marketing Automation Create a Machine that Drives Customer Engagement

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    Agilent offers lessons on achieving a highly personalized experience for customers of all stripes at all phases of engagement.
    Aug. 7, 2013
    Strategies
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  • Turn Customer Co-Design Insights into Action

    How to Gain Momentum by Turning Customer Scenarios into Operational Scorecards, Recommendations, and Action Items

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    After 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.
    May. 10, 2013
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  • What Makes Amazon Tick?

    Understanding the Levers that Amazon Uses to Run Its Business

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    Amazon’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?
    Feb. 7, 2013
    Strategies
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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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  • The Next Big Thing: Customer Ecosystems

    Six Secrets for Designing Business Networks Aligned To Help Customers Get Things Done

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    Customer ecosystems are business networks that are aligned to help customers get things done—both the things they want to accomplish and the things they want to manage. We’ve found six keys to designing successful customer ecosystems.
    Jan. 12, 2012
    Strategies
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  • What Stands in the Way of Successful Customer-Centric Projects?

    The Five “Gotcha’s” that Plague Most Initiatives

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    Most customer projects encounter five obstacles to success: lack of resources, lack of access to the right customers, no buy-in from execs, inadequate execution, and no tangible results. Here is advice on how to overcome these internal showstoppers.
    Jan. 5, 2012
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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
    All Members
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  • Customer (and Partner) Segment Advocates

    Patty's Dream Team: Roles and Responsibilities You'll Need for Your Customer-Centric Organization

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    One key to success in becoming a customer-centric organization is to have strong customer and partner advocates with clout. Here are some role models and suggested responsibilities that may help you build or refine these roles for your company.
    Sep. 13, 2011
    Strategies
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  • Key Role: SVP of Cross-Channel Customer Experience (or Equivalent)

    Patty's Dream Team: Roles and Responsibilities You'll Need for Your Customer-Centric Organization

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    What’s the one role that makes the most difference in a company’s ability to “make it easy for your customers to do business with you”? An SVP of customer experience (or equivalent).
    Jul. 28, 2011
    Strategies
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  • Five Steps to Success in Designing a Customer-Centric Business

    Chapter 1 – Customers.com 2.0

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    A 5-step prescription for customer-centric executives to design new businesses or re-focus existing organizations and win customers for life.
    Feb. 4, 2010
    Strategies
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  • Building a Customer-Centric Company: Lessons Learned

    Advice to Customer Experience Executives from Aisling Hassell

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    Tips from the trenches on how to succeed as a Customer Experience executive.
    Jan. 21, 2010
    All Members
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