Articles
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Building Professional Peer Communities
An Interview with Vanessa DiMauro, Principal, Leader Networks
by Matthew LeesProfessional Peer Communities are built around a specific topic, industry, or discipline. To explore these communities, we spoke with Vanessa DiMauro, principal of Leader Networks, who has been a virtual community builder for more than 15 years. -
A Coordinated Game Plan for Business and IT Execs to Spur Outside Innovation
Five Initiatives to Support Customer Innovation
by Patricia SeyboldTo make rapid progress in enabling and empowering your customers to lead you toward new innovations, you need to coordinate your business strategy and your IT efforts. -
Scenario on 34th Street
Recognizing the Value of Making It Easy for Customers Since 1947
by Ronni MarshakA holiday classic, “Miracle on 34th Street” surprisingly includes emphatic support of making it easy for customers to achieve their desired outcomes. -
Customer Innovation Guide: Taking the Fourth Step
Empower Customers to Strut Their Stuff
by Patricia SeyboldThis guide provides a self assessment to see how far along your company is in empowering your customers to strut their stuff. -
Pan American Health Organization
Using Online Meeting Software to Collaborate on Addressing Health Issues throughout the Americas
by Ronni MarshakOur interview with Bob Rodrigues of the Pan American Health Organization spotlights how the multinational group uses the Elluminate Live! online conferencing tool to increase the number of people able to attend important meetings. -
Integrating Community into Customer Support
What’s the Ideal Relationship between Customer Support and Your Online Customer Community?
by Matthew LeesThis report discusses the primary challenges involved and ways to address he task of integrating an online customer community into your existing mix of service offerings within your organization. -
Customer Innovation Guide: Taking the Third Step
Nurturing Customer Communities: The Key Third Step to Outside Innovation
by Patricia SeyboldCustomer communities are key to fostering outside innovation. This guide provides a self-assessment to help you determine what your next steps in nurturing your customer communities should be. -
Building Interactive Feedback into Your Products and Surrounding Services
How Koko Fitness Enables Four Kinds of Interactive Feedback
by Patricia SeyboldHow could your company benefit from building data gathering and interactive feedback into the products and services you offer? Learn how from Koko Fitness. -
A Social Networking Primer
Understanding the Basics: Connecting, Sharing, Finding, and Tagging
by Matthew LeesThis report covers the basics of online social networking, presenting background and context, and describing some of the most popular and successful social networking sites. -
Customer Innovation Guide: Taking the Second Step
Provide Customers with Tools to Use to Reach Their Outcomes
by Patricia SeyboldThis guide provides a self-assessment to see how far along your company is in making these tools available to your lead customers. -
Site Search Self-Assessment
How Does Your Company’s Search Capability Stack Up?
by Susan AldrichIf your organization can’t agree on whether your site search is adequate, use our self-assessment to shift from anecdote to analysis. -
Customer Self-Service at Sovereign Bank
Limited Supported for Key Activities and an Implementation that Needs Significant Improvement
by Mitchell KramerIn this customer self-service test-drive report, I describe my experience in helping myself to customer service at Sovereignbank.com by performing key activities of self-service Customer Scenarios. -
Outside Innovation (hardcover)
How Your Customers Will Co-Design Your Company's Future
by Patricia SeyboldOutside Innovation provides businesses large and small with the strategies they need to let customers co-design their futures and lead them to success. -
Move Over Portals; Prepare for Scenario Nets!
The Next E-Business Model: Task-Specific Cross-Company Workflows
by Patricia SeyboldWe’ve invented a new e-business model. We call it Scenario Nets—interlinked Web sites that help you complete a complex task. -
Customer Innovation Guide: Identify and Study Lead Customers
Have You Taken the First Step towards Customer-Led Innovation?
by Patricia SeyboldThis guide provides a self-assessment to see how far along your company is in the important first step towards customer-led innovation by identifying, interviewing, and engaging with your lead customers. -
OnStar
Providing a Decade of Personalized Service for Safety and Convenience
by Ronni MarshakOnStar, a leader in offering a personalized customer experience with its in-car safety and navigation systems, continues to enhance its offerings. -
Customer Innovation Guide: Five Roles Your Customers Should Be Playing
How Engaged Are Your Customers in Shaping the Future of Your Business?
by Patricia SeyboldThis guide explores the five different roles that customers can play and companies can leverage to become an outside innovation organization. -
Outside Innovation at the BBC
Q&A with Matt Locke, Head of Innovation, BBC New Media
by Patricia SeyboldAs the BBC attempts to reinvent itself as a digital media company, the company developed an externally-facing, open innovation strategy. -
A Customer Experience Journey
Signing Up for CitiCards Rewards Proves Daunting
by Ronni MarshakCitibank changed the rewards on my preferred credit card, offering a bonus for paying household utilities with the credit card. But signing up the various utilities to take advantage of this offer proved to be somewhat of an exercise in f(utility). -
Customer Self-Service at Apple
Help Yourself to Perform a Wide Range of Customer Service Activities through a Great UI
by Mitchell KramerIn this customer-self-service test-drive report, I describe my experience in helping myself to customer service at Apple.com by performing key activities of self-service Customer Scenarios and evaluating that experience against our framework.
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