Articles
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Planning a Theme Park Vacation around a Birthday
How Easy (or Difficult) Is It to Accomplish on the Parks' Web Sites?
by Ronni MarshakPlanning a vacation and event? See how well the Web sites for DisneyWorld, Six Flags, and Colonial Williamsburg help you achieve your goals. -
How Visionary Customer-Centric Execs Keep Innovation Alive
Take-Aways from Patty’s Visionaries' Spring 2009 Meeting
by Patricia SeyboldHow do Visionary Customer-centric Execs deal with the recession? By continuing to innovate! -
Google Wave
It’s “My” Design, but Will I Use It?
by Patricia SeyboldDid Google design Google Wave by watching customer behavior? If so, did they get it right? -
Customer Service Company and Product Update 1Q2009
After Seven Quarters of Growth, the Recession Catches Up to Customer Service
by Mitchell KramerThe recession slowed KM-based customer service in 1Q2009. Customer growth and financial performance slipped for all but two of our suppliers. -
How Customer-Centric Visionaries Make Information Valuable
Make Information Actionable and Connect People to People
by Patricia SeyboldVisionaries—ebusiness leaders—take content very seriously. They don't just post it; they make it multi-dimensional and actionable. -
Framework for Evaluating Online Community Platforms, Version 3
How to Evaluate Solutions that Enable Online Customer Communities
by Matthew LeesOnline communities can empower customers and strengthen relationships between them and your company. This happens via careful planning, sufficient resources, and using the right tools. This updated framework will help identify the one that’s best for you. -
How Customers Want to Plan for Retirement with Financial Security
Identifying and Measuring the Key Moments of Truth in the “Planning for Retirement” Customer Scenario® Pattern
by Ronni MarshakCustomer scenarios fall into patterns. It‘s valuable to know these patterns ahead of time so you can focus on how to differentiate the experience you offer. This report focuses on the outcome-based scenario of planning for retirement. -
Green Engineering: Cutting Energy Consumption in the Tropics
Create a Holistic Model; Monitor and Manage Inputs and Outputs in Real Time; Provide Visualization Tools
by Patricia SeyboldWhat are the current best practices in green engineering? Travel with us to Malaysia to learn how to cut energy costs by 60% when cooling buildings in the tropics. -
How Customers Want to Learn a New Skill
Identifying and Measuring the Key Moments of Truth in the Customer Scenario® Pattern of Acquiring a Skill
by Ronni MarshakCustomer scenarios fall into patterns. It‘s valuable to know these patterns ahead of time so you can focus on how to differentiate the experience you offer. This report focuses on the outcome-based acquiring a skill scenario. -
Business Week's Business Exchange
A Good Example of Crowd Sourcing and Social Networking
by Patricia SeyboldBusiness Week’s Business Exchange is a crowdsourcing adjunct to Business Week. Readers post links to interesting articles and blog posts they’ve found on other publishers’ sites or written themselves. Business Exchange uses three best practices in social media. -
Search Product and Company Update 2H2008
Surprisingly Successful Second Half Caps Economic Challenge of 2008
by Susan AldrichDespite the U.S. recession, the search vendors on my watch list performed quite well during the first half. -
Why Twitter Rules and What to Do About It
The Six Best Uses of Twitter for Your Organization
by Patricia SeyboldWhy should your company "tweet"? How and why should your team be monitoring twitter? Here are the six most powerful ways that companies can use Twitter to connect with customers and would be customers, along with plenty of real-life examples. -
Customer Service Company and Product Update 4Q2008
Still Growing and Going Strong!
by Mitchell Kramer4Q2008 was the 7th consecutive quarter of growth for KM-based customer service. Customer growth improved and good customer growth resulted in good financial performance. -
FiftyOne: Enabling International Customers to Buy from U.S. E-Tailers
E-Commerce Services that Extend Your Reach into Canada and Europe
by Mitchell KramerFiftyOne, from E4X, Inc., is a software and services offering that extends your existing ecommerce system with comprehensive support for checkout, fulfillment, and customer service to make it easy for international customers to do business you. -
Green Infrastructure
If We Build It, Will They Use It?
by Patricia SeyboldWhere is urban transportation going? Mobility on demand using green approaches is the next wave. -
Smart Transportation: Mobility-on-Demand
A Vision for CityCars and Smart Cities from MIT Media Lab's Smart Cities' Group
by Patricia SeyboldMIT Media Labs' Smart Cities' program is working on projects to reduce traffic congestion and greenhouse gases by offering "mobility-on-demand" through a combination of mass transit and electric vehicle-sharing. -
Ecommerce Search Evaluation: Omniture Merchandising
Ecommerce Search, Merchandising, and Marketing
by Susan AldrichOmniture Merchandising provides a very strong search, navigation, marketing, and merchandising platform for retailers, that should be on your short list. -
How Customers Want to Upgrade to a New "Model"
Identifying and Measuring the Key Moments of Truth in "Product/Service Upgrade" Customer Scenario® Patterns
by Ronni MarshakCustomer scenarios fall into patterns. It's valuable to know these patterns ahead of time so you can focus on how to differentiate the experience you offer. This report focuses on a typical upgrade scenario. -
What Belongs on Your Customer Dashboard?
Design Your Customer Dashboard to Monitor Performance on Customers' Moments of Truth
by Susan AldrichTracking customer KPIs may be the cheapest bottom line boost available this year. Here’s what you should track, and why. -
RightNow Service, a Solution for Organizations of All Sizes in a Wide Range of Industries
Review of RightNow Service November '08 Release
by Mitchell KramerRightNow Service, the KM-based customer service offering from RightNow Technologies, has been implemented by more than 1,700 organizations since 1997. We recommend current release RightNow November '08 to consumer-oriented organizations of all sizes.
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