Featured Forum Posts View All
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What's a Customer Ecosystem?
Patricia Seybold coined the term "Customer Ecosystem" in 2008. She defines it this way: "A customer ecosystem occurs when an entire network of individuals and organizations are intentionally (or serendipitously) aligned to ...
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Who Invented Customer Scenario Mapping?
Patricia Seybold and Ronni Marshak were the co-inventors of Customer Scenario Mapping. This method was co-designed with our customers in 1995 and has evolved since then. Unlike Customer Experience Mapping or Customer ... -
Looking for Customer Innovation in 2023
Which companies really practice customer innovation these days? Very few. New businesses and industries typically emerge based on an accurate perception of an unfilled customer need, or a great new transformative invention. ...
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Why is CX so Hard in Health Care?
In the health care field, we call it "Patient Experience" and we measure patients' health outcomes as well as wait times, costs, delays, and mis-diagnoses and/or inability to diagnose and heal conditions ...
Latest Articles View All
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The Evolution of African Rural University
Co-Designed by Its Faculty, Students, and End-Customers (People the Grads Will Serve)
Discover how 29 young Ugandan women helped shape a unique innovative educational institution. Learn how necessity led them to create a new profession. Find out how a university should measure its success.
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Identifying the RIGHT Customers for CABs
You Want Customers with Insights and Passion for the “Jobs” They Do
Whom should you invite to be on your Customer Advisory Board? The answers may surprise you. Try recruiting insightful, strategic thinking end-users rather than purchasers or decision-makers.
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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
When something breaks, customers want it fixed! And they want a common set of actions. Learn about this customer scenario pattern.
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Three Mistakes that Make Customer Co-Design a Waste of Time and Money
Don’t Bother If You Aren’t Going to Take Advantage of Your Customers’ Input
Not every customer co-design initiative nets improved customer relationships and financial gains. Avoid these costly errors to reap the rewards you and your customers want.
