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Content Curation Evaluation Framework, Version 3
What to Consider When Evaluating Content Curation Platforms for Marketing
by Susan McKittrickContent curation enables marketers to associate a brand with the best thinking on an issue, monitor competitor activity, facilitate social media engagement, and foster community. -
America's First Responders Need Your Help!
Support Legislation that Would Allocate the D Block Spectrum to Public Safety!
by Public Safety AllianceA white paper published by the Public Safety Alliance describing why the U.S. Congress should support legislation to allocate wireless spectrum to public safety. -
How Well Does Bank of America Help Me Manage My Money Online?
Customer Experience Audit of BoA's Capabilities to Help Customers with Financial Best Practices
by Ronni MarshakBankofamerica.com does a good job of helping customers manage their personal finances. It isn’t as good at helping them choose the right accounts for their needs. How does your company do at helping your customers choose and manage products and services? -
Apple Sacrifices Customer Experience for Revenue
Lowering Customer Satisfaction by Adding Friction to a Seamless Experience
by Ronni MarshakApple is exacting a higher commission on digital media purchased from within publishers’ own iPhone apps, forcing them to modify the seamless customer experience. The result is angry customers and a potential hit to the Apple brand. -
Recommendation Solution Market Recap: 1Q2011
Mobile, UI, and Algorithm Enhancements Lead the Product News
by Susan AldrichBased on company reported data, we recap product, customer, and company activity for recommender systems providers Adobe, Avail, Baynote, iGoDigital, Locayta, MyBuys, PredictiveIntent, and Strands. -
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
by Patricia SeyboldWhat’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). -
Why Customer Experience Shouldn't Report to Marketing
Operations May Be a Better Home for Your Top Customer Experience Exec
by Patricia SeyboldWhere should your top Customer Experience executive sit in your organization? Don’t make customer experience a marketing position. The person responsible for your organization’s CX should ideally have purview over your entire company’s operations. -
How Well Does Staples Help a Small Company "Manage My Stuff?"
Customer Experience Audit of Staple’s Capabilities to Let Small B2B Customers Manage Their Relationship
by Ronni MarshakStaples has done a great job of making it easy for customers. But how does it do in a scenario in supporting a small business customer’s account management needs as he tries to “manage his stuff?” -
Optimizing the Airline Passenger Experience
Putting Customer Experience First Often Seems Impossible in a Complex Real World Setting
by Patricia SeyboldWith so many interdependent moving parts, priorities, and seemingly “out of our control” events (like bad weather and mechanical failures), it’s supremely difficult for airlines to deliver a great customer experience, yet there are ways to do it. -
How Well Does Amazon.com Let Me "Manage My Stuff?"
Customer Experience Audit of Amazon.com’s Capabilities to Let Customers Manage Their Relationship
by Ronni MarshakAmazon.com is the role model for creating a great online customer experience. But how well does it do in helping loyal customers “manage their stuff.” In this customer experience audit, we see how Amazon does in a true-to-life customer scenario. -
RightNow CX May 2011
Cross-Channel Case Management, Knowledge Management, and Account Management
by Mitchell KramerRightNow CX May 2011 is the current release of the CRM Suite from RightNow. Its customer service capabilities comprise facilities for case, knowledge, and account management. Its support for process-oriented assisted-service is its strongest feature. -
Why Apple's iCloud Service Will Be Successful
iCloud Service Provides Much-Needed Seamless Synchronization of Digital Media and Applications
by Patricia SeyboldApple’s iCloud offering is misunderstood. It’s not a streaming audio/video service. It’s a “keep my life in synch across my devices” service. -
How to Think About Your Customer Experience and User Experience Design Strategy
Make CX and UX Design “The Unique Way We Design Products and Experiences for Customers”
by Patricia Seybold, Ronni MarshakCustomer experience (CX) and user experience (UX) design are strategic differentiators. We advocate creating a unified CX/UX strategy and elevating it to one of your three top initiatives. Here are some guidelines. -
A Best Practice Example of Applying UX Principles to Product Design and Development
Koko Fitness Demonstrated How to Do It Right Back in 2005!
by Patricia Seybold, Ronni MarshakKoko Fitness, a small company that designs and sells interactive workout systems, has been a shining example of best practices in incorporating customer experience and user experience methods into their product design and development lifecycle. -
Customer Service Supplier and Product Update 1Q2011
A Good 1Q2011 for Customer Service
by Mitchell Kramer1Q2011 was a good quarter in customer service across customer growth, financial performance, products, and company activity. Three of our suppliers—Attensity Group, KANA, and Salesforce.com—earned Customers.com Customer Service Stars for the quarter. -
Thoughts on Innovation
How a World-Class Inventor and Innovator Thinks About Innovation
by Olof SöderblomWhat can you learn from a true innovator? A lot! Olof Söderblom, a world-class innovator whose inventions, such as Token Ring networking, have transformed industries, presents his thoughts on invention and innovation. -
Living and Working in "the Cloud"
How Digital Services are Reshaping Our Lives
by Patricia SeyboldAre you addicted to digital services, mobile apps, cloud computing, SaaS, social media, and digital media? Here are some things to think about before it’s too late! -
Survey Shows Data-Driven Marketing Improves Sales Productivity and Market Share…Yes!
What Does It Take to Become Data Savvy?
by Susan Aldrich, Susan McKittrick, Julie Schwartz, Christopher KochSurvey on the impact of data-driven marketing on business performance shows improved sales productivity and market share. Read what it takes to become a data-driven marketing organization. -
Providing Consistent Customer Support
A Great Experience Shouldn’t Depend on the Luck of the Draw as It Does with Dell's Support Processes
by Ronni MarshakDell’s current support processes don’t appear to provide consistent answers nor one-touch problem resolution. How well does your company address customers’ moments of truth when resolving problems? -
SDL BeGlobal 1.1
Real-Time, Automated Translation for Knowledgebase Content
by Mitchell KramerSDL BeGlobal 1.1 from SDL plc is a content translation platform that provides cloud-based, automated, real-time translation between 85 pairs of source and target languages. Learn how you might use the product to localize your customer service content.
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