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Research, Compare, and Select a New Retail Bank
Customer Experience Test Drive of: Bank of America, Citibank, and Wells Fargo
by Ronni MarshakWe apply the Product Select and Buy Customer Scenario pattern and its “I want to find the product or service that best addresses my requirements” Moment of Truth to a customer’s research, comparison, and selection activities for a new retail bank. -
Research, Compare, and Select Running Shoes
Customer Experience Test Drive of: Dick's Sporting Goods, Roadrunner Sports, RunningShoes.com, and Runners Warehouse
by Mitchell KramerIn this Test-drive, we apply the Product Select and Buy Customer Scenario pattern and its Moment of Truth to retail for a customer’s research, comparison, and selection activities for a pair of running shoes. -
Outside In
What’s Beyond Web 2.0 and Enterprise 2.0? Biz 3.0!
by Patricia SeyboldTim O’Reilly got the world thinking in new ways about the Internet with his principles of Web 2.0. Expanding from these principles, we can define the next generation of business, or Biz 3.0. -
High Technology Search and Navigation Test Drive
Finding Specific Information about FAST ESP, Google Search Appliance, IBM OmniFind Edition and Oracle Secure Enterprise Search
by Susan AldrichHow well do search vendors do at delivering information to their customers? Check out our test drive of FAST, Google, IBM and Oracle. -
Customer Innovation Guide: Core Competency 2
Mastering the Second Core Competency: Effective Community Building
by Patricia SeyboldCustomer communities are a bountiful source of innovative ideas and an excellent opportunity to create lasting relationships with your most loyal customers. But you have to do more than just set up a community and say “go.” -
Research, Compare, and Select a Travel Rewards Credit Card
Customer Experience Test Drive of: American Express, Bank of America, Capital One, Citi, and Discover
by Mitchell KramerIn this report, we apply the Customer Scenario pattern and its “I want to find the product or service that best addresses my requirements” Moment of Truth to financial services for a customer’s research, comparison, and selection of a credit card. -
Community Surfing
What You Can Learn from Communities You Don’t Own
by Matthew Lees“Community Surfing” is learning from external communities which you don’t own. These communities contain a wealth of information that can be a source of insights, provide a glimpse into industry trends, and give you ideas to use in your own community. -
Publishing 2.0/Libraries 2.0: Students are Shaping the Future of Academic Publishing
How Graduate Students Want to Interact with Information
by Patricia SeyboldHow do professionals and students consume information in the Web 2.0 era? Three graduate students provide great insights into how digital information should be presented, organized, consumed and shared among professionals. -
Customer Innovation Guide: Core Competency 1
Mastering the First Core Competency: Incorporating Story-Telling into Your Organization's DNA
by Patricia SeyboldInnovation spreads by word of mouth. It’s the stories that everyone remembers. We recommend formalizing a managed process for capturing and sharing customer-related stories. -
Digital Natives in the Classroom Are Propelling Us to School 2.0
A Few of David Warlick’s Thoughts on How Kids and Web 2.0 Are Reshaping Education and Publishing
by Patricia SeyboldYou’ve heard of “Web 2.0.” Now we have School 2.0. What can we learn about the future of education and educational publishing from long-time tech-educator, David Warlick? -
Dealing with a Moment of Truth in a “Purchase a Gift” Scenario
The Case of the Purple Flip Flops: Test Drive of Linda Anderson.com
by Ronni MarshakA failed shopping experience at lindaanderson.com demonstrates the importance of meeting and measuring your customers’ moments of truth. It also shows the importance of empowering support staff to fix a broken relationship. -
Foster Community
Strengthen Relationships and Help Customers Help Each Other
by Matthew LeesIn this updated version of the eighth critical success factor presented in Customers.com, we discuss how fostering community can attract new customers, strengthen relationships with existing customers, and deliver many other benefits for your business. -
Customer Co-Design in Rural Uganda
How URDT Empowers Grass Roots Creativity
by Patricia SeyboldSee how the URDT worked with Ugandan villagers to tackle issues of rural development. The approach they took is one that can be applicable for your organization as it works with customers to create innovative solutions. -
Measuring the Success of Online Communities
A Customer-Centric Approach to ROI
by Matthew LeesA successful community is one in which members’ objectives—their Customer Scenarios—are met. This report outlines 7 steps in building a business case, and discusses key metrics to define success for specific Customer Scenarios. -
How to Get From Product 2.0 to BIZ 3.0
Redeploy your Product-related Web 2.0 Services to Help Customers Reach Their Goals
by Patricia SeyboldWeb 2.0 offers the ability to support each product lifecycle phase with Internet-enabled services. We call this approach: Product 2.0. -
Customer Self-Service at Xerox
Excellent Support for Product Recommendation, Problem Diagnosis/Fix, and Account Management
by Mitchell KramerIn this customer-self-service test-drive report, I describe my experience in helping myself to customer service at xerox.com by performing key activities of self-service Customer Scenarios and evaluating that experience against our framework. -
Best Practices in Acquiring Customer Community Members
Making It Easy and Worthwhile for Customers to Join
by Matthew LeesJust about all online communities need to acquire new members on a regular basis. This report, a companion piece to our “Best Practices in Engaging Customer Community Members,” discusses proven ways of acquiring new community members. -
Snowbound
Or, Whatever Happened to Sick Days?
by Ronni MarshakMore than a decade later, our concerns about technology enabling us to work everywhere all the time, rather than anywhere all the time, prove truer than ever. -
Customer Portal Survey
Key Insights into Adoption, Functionality, Governance, and Technology
by Mitchell KramerWe surveyed our community of readers, subscribers, and consulting clients to understand the adoption, functionality, governance and organization, and technology selection, usage, and management of their customer portals. -
Customer Innovation Guide: Taking the Fifth Step
Open Up Your Products and Engage Customers in Peer Production
by Patricia SeyboldA key to innovation is to assume that customers will want to roll up their sleeves and customize your products and services to meet their needs. Make it easy for them to do so. Provide customization and configuration tools.
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