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  • CSRs: The Face of Your Company by Ronni Marshak in Customer Experience
    In this week’s article, I document my trying experience with various customer service departments at Bank of America. But none of it really is the fault of the agents. Customer service is one of the most difficult, yet undervalued, jobs at a large organization. You aren’t creating products or marketing ...
    Apr. 17, 2014
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  • FIRST: Celebrating 25 Years of Training Young Innovators by Patricia Seybold in Innovation
    This month, Dean Kamen and Woodie Flowers’ amazing global organization celebrates its 25th anniversary. I highly recommend that you take your kids or grandkids and make the pilgrimage to St. Louis for the FIRST world championships on April 23-26th, 2014. Or at least watch the action via video. I’ve been ...
    Apr. 14, 2014
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  • Best of Our Innovation Articles by Patricia Seybold in Innovation
    This week, we’re celebrating innovation and innovative ways to be innovative. To that end, I’d like to recommend these particular articles: Why Chaos Is Important for Innovation How an Organization, Group, or Individual Can Foster Innovation by Patricia Seybold Jan. 17, 2014 How to Address “Wicked Problems” Use Dialogue Mapping ...
    Apr. 12, 2014
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  • See FIRST in Action April 11-12 in Boston! by Patricia Seybold in Innovation
    For those of you in the Boston/New England area, you have an opportunity to experience firsthand what a FIRST challenge looks like and to experience its gracious professionalism first-hand. The 2014 New England FIRST Robotics Competition Region Championship (Qualifying Championship) Boston is this weekend...April 11/12. The opening ceremony is TODAY, ...
    Apr. 11, 2014
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  • What’s the Problem with CABs? Too Little Listening; Too Many Presentations! by Patricia Seybold in Other
    What if you had a Customer Advisory Board meeting in which PowerPoint presentations were banned? What if your executives and product managers spent most of the first day listening deeply to their customers talk among themselves about how they do their jobs and comparing notes about the strategic issues they’re ...
    Apr. 4, 2014
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  • Can IBM Deliver Customer Clouds? by Patricia Seybold in Online, Mobile & IT
    We all walk around with the cloud in our pockets. Our mobile devices are our connection to the cloud. Computing resources, networking resources, storage, content, applications, and even business processes now run using cloud computing. That means that the actual data we’re accessing is sitting on one or more secure ...
    Apr. 3, 2014
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  • How We Co-Design Customer Co-Design by Patricia Seybold in Customer Experience
    Many of the articles we write and many of the consulting, training, and mentoring projects we do involve improving customer experience and/or designing new and/or improved products, services, and business models. Like all consultants, we have a set of methods and tools we use. We call ours Customer Co-Design, and ...
    Mar. 20, 2014
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  • Amazon Raising Fee for Prime Membership by Ronni Marshak in Customer Experience
    For those of us who are frequent Amazon.com shoppers, Prime Membership has been a great benefit. For $79 per year, you got free two-day shipping on most purchases (except ones sent directly from third-party partners who aren’t on board with Prime shipping). So many of us use Amazon Prime free ...
    Mar. 20, 2014
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  • Edward Snowden’s Call to Action by Patricia Seybold in Other
    Edward Snowden has mobilized the Tech and UX communities to improve and to rescue the Internet. This is a watershed event. It’s an irresistible and catalyzing challenge that I believe WILL produce results. This week, Snowden threw down a gauntlet: Save the Internet by designing easy-to-use end-to-end encryption. I believe ...
    Mar. 13, 2014
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  • What Matters Most in Customer Self-Service? by Patricia Seybold in Customer Service
    Both consumer and business customers rely heavily on Web self-service when they have a problem. Recent surveys of customers engaged in self-service activities have surfaced some interesting results. Here are a few highlights: Many customers have more than 11 different logins and passwords. Many customers change these frequently. Yet many ...
    Mar. 13, 2014
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  • Ten Years of Covering Customer Service Software Companies! by Patricia Seybold in Customer Service
    With this week’s report, the 4Q2013 Customer Service Update, Mitchell Kramer completes his tenth year of quarterly updates on the leading suppliers and products in customer service. That’s a pretty impressive accomplishment! What other analyst firm do you know that has provided the consistent, in-depth, objective analysis that Mitch Kramer ...
    Mar. 6, 2014
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  • Customer Clouds: The Next Big IT Battleground by Patricia Seybold in Online, Mobile & IT
    “Best of” Customer Cloud Articles We’ve been writing a lot recently about “Customer Clouds.” It’s a term we coined. And it’s a movement we’re fully behind. Most of you rely on us for thought leadership around customer-impacting technology trends. This time, we may be WAY out in front of the ...
    Mar. 6, 2014
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  • Customer Experience Priorities Should Drive Business Process Design by Patricia Seybold in Customer Experience
    “Why do companies invest in business process design if they don’t focus first on the processes that impact customer experience?,” Andrew Spanyi asked when we met by phone. Andrew Spanyi is a business process design, operational leadership, and performance management consultant. He has been helping large and mid-size organizations overhaul ...
    Feb. 27, 2014
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  • What Are Your CX Vital Signs? by Ronni Marshak in Customer Experience
    We define customers’ moments of truth as the showstoppers that keep customers from getting things done. These are the things that you need to proactively monitor to see how well you’re doing. Andrew Spanyi, a business process consultant and author, refers to these as your customer experience vital signs. Health ...
    Feb. 27, 2014
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  • Why CX Matters to the Bottom Line by Ronni Marshak in Customer Experience
    We’ve noticed an interesting pattern cropping up in Q1 of this year. All of a sudden customer retention is looming very high on companies’ radar. As a result, quite a few customer experience leaders now report directly to their CEOs.  This pattern is quite pronounced in services’ firms that are ...
    Feb. 20, 2014
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  • Open Letter to Microsoft’s New CEO by Patricia Seybold in Other
    I don’t believe I’ve met Satya Nadella, Microsoft’s new CEO. But I do know Bill Gates, Steve Ballmer, and John Thompson (the chairman of the board). I like the new management team. I’ve been disinterested in anything Microsoft does for almost a decade. Why? My clients—customer-centric, tech-savvy executives in both ...
    Feb. 13, 2014
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  • Best of Our Customer Co-Design Articles by Patricia Seybold in Customer Experience
    Here are our best recent articles to help you get your customers more engaged in your customer impacting projects this year: Four Things that Will Doom Your Customer-Centric Initiatives Setting Expectations for Customer Engagements What Customer Co-Design Options Fit Your Purview? In 2014: Deliver Breakthrough Customer-Centric Results What if you ...
    Feb. 6, 2014
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  • Online shopping website of different region by feemally Russia in Online, Mobile & IT
    What should we do before making the purchase of product on online shopping website of different country which is new for someone, when we don't know well about the website reliability?
    Feb. 6, 2014
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  • Can Apple be Trusted with our Thumbprints? by Peter Horne in Online, Mobile & IT
    So a friend asked me if Apple can be trusted with thumb prints? And can the govt ask apple to provide thumb prints? Interesting questions. Post NSA we know companies can be compelled to give what they would not prefer to provide... Thoughts?
    Feb. 1, 2014
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  • Do You Want Staid Customer Advisory Boards or Incubators for Innovation? by Patricia Seybold in Customer Experience
    We’d like you to raise the bar for your Customer Advisory Boards in 2014. If you already have ongoing CABs, it’s time to morph them into strategic think tanks for your internal lean start up activities. If you don’t have a CAB underway, start thinking about setting one up with ...
    Jan. 30, 2014
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