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Malaysia Airlines
Can Digital Transformation Help the Turnaround?
by Patricia Seybold, Susan AldrichMalaysia Airlines embraced digital marketing from 2012 to 2014 by migrating to a unified marketing platform and partnering with experts. When twin disasters struck in 2014, marketing was able to communicate to customers in real time via social media. -
Suncorp Group Increases Online Revenues
A Digital Transformation Success Story
by Susan AldrichDigital Transformation can be a key to effective marketing. Learn how Suncorp Group’s digital strategy, combined with a digital marketing maturity model, is leading to impressive results. -
Angie’s List Doesn’t Arm Its Front-Line Troops
Don’t Ask for Customer Feedback if You Don’t Know What’s Going On
by Ronni MarshakA recent customer experience with Angie’s List went wrong on many levels simply because the company representative didn’t know what was going on! -
Unsubscribe Me!
How Easily Do You Let Customers Go, and How Well Do You Entice Them to Come Back?
by Ronni MarshakSuffering from email overload? Start using those unsubscribe links on most email communications. But you will find that it is easier to get off some companies’ lists than others. -
Zopa: Peer-to-Peer Lender Celebrates 10 Years
Spawned a Global Multibillion Industry; Still Going Strong
by Patricia SeyboldOver 50,000 British consumers have invested in providing loans to over 100,000 British consumers and small business owners via Zopa since 2005. Lenders have provided £770,000 of their money to their peers, in exchange for an average return of 5 percent. -
Creating Customer-Centric Websites
Ensure that Your Customers Can Easily Accomplish What They Came to Do
by Ronni MarshakYour web site should clearly demonstrate that you understand what it is that your customers are trying to do—their key scenarios—as they relate to your products and services. Are you putting your customers’ scenarios front and center? And are you allowing them to progress through their scenarios without any detours or obstacles? -
Oracle Service Cloud Virtual Assistant
A Good Solution for Oracle Service Cloud Subscribers
by Mitchell KramerHere’s our evaluation of Oracle Service Cloud Virtual Assistant. It bundles good virtual agent/virtual assistant capabilities “in the box” with the Web Customer Service offering. -
When Comcast Insults Customers
Who’s to Blame?
by Ronni MarshakWhen customers are treated badly by customer service, something is wrong. But just where does the buck stop? With the CSR? With the company and its priorities and policies? With the customer? There is probably enough blame to pass around! -
Co-Designing Health & Care with a Community
How a Prospective Provider in Boothbay Maine Is Gathering Customer Requirements
by Patricia SeyboldBoothbay Region Health Care is a start up non-profit chartered to provide primary healthcare for the residents and visitors in their region. They’re in the strategic planning stage of their project. Customer co-design is part of their planning process. -
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
by Ronni MarshakNot 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. -
Salesforce Service Cloud
Capabilities for Self-Service, Assisted-Service, and Social Customer Service
by Mitchell KramerSalesforce Service Cloud provides a broad and deep collection of customer service capabilities across self-service, assisted-service, and social customer service channels, earning an excellent evaluation. Read the specifics in our 50-page evaluation. -
CVS Makes It Easy to Reap the Value of Loyalty
Making Savings Relevant, Easy, and Obvious!
by Ronni MarshakDoes your organization offer a rewards program that encourages loyalty, spending, and makes customers feel good about doing business with you? You can learn some lessons from CVS! -
Designing Solutions for Aging in Place
Part 1: Boothbay’s Awesome Seniors’ Initiative—First Year
by Patricia SeyboldHow do seniors design services that will enable them to thrive in their own homes? They look at what they need. They look at what they have. They experiment. -
Unreasonable Customer Policy Stories from a Real Customer
Why Justified Indignation Can Lead to Losing Business
by Irene KopelHave you encountered customer-alienating policies from otherwise respected service providers? Our guest columnist, Irene Kopel, eloquently details her frustrations with ADT Security and PayPal. -
Educating a Generation of Change-Makers
Meet Some Graduates of URDT’s Breakthrough Curriculum
by Catherine Namwezi, Godliver BusingeFor over 25 years, Uganda Rural Development and Training (URDT) has evolved and refined an educational curriculum that empowers people to become creators, leaders, and entrepreneurs. These young women are changing our world. -
How Customers Want to Buy More of Your Products
Identifying and Measuring the Key Moments of Truth in Reorder/Renew/Replenish Customer Scenario® Patterns
by Ronni MarshakWhat happens when a customer runs out of the needed product he gets from you; or a values service expires? There is a common set of action that customers want to happen to reorder and ensure that they never run out again. Learn more about this customer scenario pattern! -
How Good Is Apple Pay’s Ecosystem?
How Well Does Apple Pay’s Ecosystem Meet Consumers’ and Partners’ Critical Needs?
by Patricia SeyboldHow viable is the Apple Pay ecosystem? Will all 15 categories of players required to support mobile payments play together nicely? Will all of these partners align to support consumers’ four critical moments of truth for mobile payments? -
There’s Gold in Those Customer Metrics!
Mine Them Well and Reap the Benefits of Loyalty and Increased Business
by Ronni MarshakWhat do your customers care about and how do they measure how well you help them succeed? The key is capturing Customer’s Success Metrics. Once you have, you can keep track of how well you’re doing and identify new opportunities for your company. -
Framework for Evaluating Customer Service Software
Delivering Answers and Solutions; Creating and Resolving Cases
by Mitchell KramerUse this new version of our Framework for Evaluating Customer Service Software Products to produce actionable evaluations, comparisons, and selection. It’s adaptable to every type of customer service application. -
How Apple Pay Stacks Up
How Well Does Apple Pay Meet Consumers’ Critical Needs?
by Patricia SeyboldOur preliminary Customers.com report card on the Apple Pay customer experience focuses on consumers’ four customer-critical moments of truth. Apple Pay Mobile E-Wallet earns grades from B+ in security to D in where you can use it.
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