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Identifying the Problems in Your Cross-Channel Customer Experience
Borrowing the “Mystery Shopper” Model from Retail
by Ronni MarshakWe recommend taking a cue from retailers—employ “mystery shoppers” who give your customer experience people and processes a thorough test drive!! -
IBM's Enterprise Content Management Strategy: Bigger than ERP?
Broader and Deeper; Redefines Both Content and Management
by Susan AldrichIBM's Enterprise Content Management (ECM) strategy is big—very big. And that’s good news for customers. -
Innovation in Education: School Children Improve Their Families' Livelihoods
At URDT, It Takes a Child to Raise a Village
by Patricia SeyboldWhy not educate children to become masterful in envisioning and creating a better life for themselves and their families? That’s the innovative approach to education that URDT has been practicing for almost a decade. -
Lithium Social CRM Suite
On-Demand Platform for Supporting Customer Communities
by Matthew LeesLithium Technologies’ Social CRM platform is an impressive set of SaaS applications interconnected via search, ratings and rankings, and many other integrated components. If your customer base is sizable enough, we recommend Lithium for your short list. -
Do's and Don'ts of Phone Support
Making It Easy to Navigate through IVR Hell!
by Ronni MarshakAre your customers stuck in the infinite loop of IVR hell? These do's and don'ts can help you create an effective phone support channel that can improve relationships instead of frustrating customers. -
An Unexpected Customer Experience with the Registry of Motor Vehicles
A Great Customer Experience Story
by Ronni MarshakThe Massachusetts Registry of Motor Vehicles provides an excellent customer experience when renewing your driver's license online. Obviously, whoever designed the site thought through the customer’s point of view! -
Google Android vs. Apple iPhone
Whose Application Ecosystem Will Win?
by Patricia SeyboldGoogle Android vs. Apple iPhone: Which mobile phone platform and ecosystem will attract more customers and applications? What should your company’s strategy be? -
Local Motors
Reinventing the Car Industry from the Outside In
by Patricia SeyboldLocal Motors is a new American car company with an innovative approach: get customers to design cars, manufacture them locally, and let customers help assemble their own cars Build-A-Bear style! -
Comparing Deployment Options for CX Apps
On-Premise, Hosted Single-Tenant, and Hosted Multi-Tenant
by Mitchell KramerHosted multi-tenant deployments offer huge advantages and benefits over on-premise and hosted single-tenant deployments for CX apps. Read this report to understand how you can capture those advantages and benefits for your CX. -
Enticed by Discounts; Impressed by Customer Experience
Providing a Great and Personal Experience Brings Customers Back for More
by Ronni MarshakA restaurant used discounts to bring the customers in. But the excellent service makes sure that customers will come back. -
Let Your Customers Be Part of the Solution
Work Together to Solve Problems, and Bond in the Process
by Ronni MarshakDon’t try to hide problems from customers—that never works. And don’t just tell them there is a problem without seeking their help in finding a work-around or an outright solution. -
Nature Reinvents Textbooks
Scitable: A NextGen Ecosystem for Learning & Teaching Science
by Patricia SeyboldNature Education has an innovative replacement for college textbooks. It’s an online resource and classroom with a network of subject matter experts. And it’s free to students and faculty. -
Customer Service Company and Product Update 2Q2009
KM-based Customer Service Rebounds in 2Q2009
by Mitchell KramerKM-based customer service rebounded in 2Q2009. Customer growth and financial performance improved over 1Q2009. Several suppliers made significant product announcements. Two suppliers did some M&A. -
Want Customer-Contributed Content?
Make It Easy for Your Customers to Multi-Post
by Patricia SeyboldDo you want customers to contribute content to your Web site? Customers are more likely to post or curate content in an environment that will "automagically" syndicate that comment or posting out to several other sites. -
The Customers.com Evaluation Framework for Campaign Management Applications
Speed and Simplify Your Selection of This Critical Customer Experience Component
by Mitchell KramerCampaigns are a critical customer experience component. The Customers.com Evaluation Framework for Campaign Management Applications will speed and simplify your selection of the campaign management offering best for your organization. -
How Well Do E-Tailers Handle Gift Giving?
A Customer Experience Framework and Customer Experience Test Drives
by Ronni MarshakCustomers are clear about the gift-giving features they want on e-tailing sites. We evaluate five sites, Amazon.com, Gifts.com, Lowes.com, MagicCabin.com, and Cafepress.com, against these criteria. -
How Citrix Evolved Its Online Community of Customer Advisors
How to Recruit and Manage a Private Customer Community—Patty’s Visionaries' Interviews' Series
by Patricia SeyboldAndrea Davidowitz tells the story of how and why she launched a private B2B online community of advisors in 2007 and what she has learned about running and managing a private customer community. Andrea manages strategic customer programs at Citrix. -
Self-Service CX Performance
Response Time and Availability for Key Customer Self-Service Activities
by Mitchell KramerFrom the customers’ standpoint, the most critical performance metrics are response time and availability at the customer user interface (UI). If you can’t respond within their timeframes, then they’re going to abandon you for the competition. -
Do Rewards Programs Foster Loyalty?
Only If You Address Customer Scenarios
by Ronni MarshakLoyalty programs have to do more than just offer discounts, or else customers will simply play “find the bargain.” -
Who "Owns" Your Medical Records
Whose Data Is It?
by Patricia SeyboldAn organization called Health Data Rights has published five principles for the basic human right to access and to understand your own healthcare data and information.
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