Articles
- « previous
- Page 24 of 45.
- next »
-
Landscape Forms’ Use of GE ColorXpress® Services Customer Innovation Center for a New Product Launch
Launching a New Product Line Based on Customers’ Input
by Patricia SeyboldLandscape Forms, an industry leader for the design and manufacturing of outdoor site furniture, worked hand-in-hand with GE ColorXpress® Services Customer Innovation Center experts to help create a bold new product line. -
GE ColorXpress® Services
Helping Customers Design Differentiated Products
by Patricia SeyboldBy making it easy—and exciting—for customers to become part of the color design team, GE Plastics has created an innovative business that brings customers back time and time again. -
Self-Service Resolution: Cable TV Companies
Comparing Charter Communications, Comcast, Cox Communications, Time Warner Cable, and Verizon Search Experiences
by Susan AldrichThe search experiences at five cable TV companies, Charter Communications, Comcast, Cox Communications, Time Warner Cable, and Verizon are compared in light of a problem resolution scenario. -
Online Customer Communities Are Strategic
Why We All Need to Build a Core Competency in Nurturing Customer Communities
by Patricia SeyboldVibrant customer communities are a hallmark of businesses that lead in product and service innovation. Here are a few tips to nurturing and spawning online customer communities. -
Customer Self-Service at Comcast
Limited Support for Key Self-Service Activities, FAQ-Centric Content, Poor Search
by Mitchell KramerIn this report, I de-scribe my experience in helping myself to customer service at comcast.com by performing key activities of self-service Customer Scenarios and evaluating that experience against our customer self-service framework. -
Virtually Being There
Royal Caribbean Cruises, Ltd. Creates an Online Onboard Experience
by Ronni MarshakIn an interview with Maria Polo Gonzalez, manager of e-marketing and distribution for Royal Caribbean Cruise Ltd., she describes how she and her team brought the onboard experience online. -
Asterisk and Digium
Shaking Up the Telecom Industry by Harnessing Customers’ Creativity
by Patricia SeyboldThe Digium/Asterisk story provides a good example of one way to build a viable for-profit business leveraging the open-source model while fostering customer-led innovation. -
Help Customers Do Their Jobs
Become a Vital Resource in Helping Your Customers Achieve Their Outcomes
by Ronni MarshakThe sixth critical success factor originally introduced in Customers.com is “Help customers do their jobs.” By helping them succeed in their jobs, you ensure that they will remain loyal to your products, services, and organization. -
Best Practices in Engaging Customer Community Members
Making It Easy and Exciting for Your Customers to Participate
by Matthew LeesStarting an online community is just the beginning. To build it, you’ve got to engage your customers. Implementing best practices to challenge, empower, and motivate your customers will enable it to grow and provide value over time. -
Enabling Customer Co-Design
Using Customer Co-Design Tools and Innovation Toolkits
by Patricia SeyboldHere’s an overview of the different kinds of customer co-design tools that you may find of value in working with lead users (advanced users who aren’t yet customers) and lead customers. -
Customized, Built-to-Order Products
Solutions that Are Configured by Me and Built for Me
by Patricia SeyboldWhen you enable mass customization, you’re designing all of your product development and manufacturing processes from the customers’ point of view—from the outside in. -
Customer Self-Service at Verizon
Excellent Support for Key Self-Service Activities
by Mitchell KramerIn this customer self-service test-drive report, I describe my experience in helping myself to customer service at verizon.com by performing key activities of self-service Customer Scenarios. -
How Visual Comfort Uses GroveSite's Collaborative Workspaces to Improve Time-to-Market
A Small Lighting Design and Manufacturing Firm's Innovative Use of Shared Workspace
by Ronni MarshakByron Wilson, account manager with Visual Comfort, designer of custom residential lighting products, describes his company’s use of GroveSite collaborative workspaces. -
Customer Self-Service at Verizon Wireless
Support for a Wide Range of Customer Service Activities; Limited Problem Diagnosis and Search
by Mitchell KramerIn this report, I describe my experience in helping myself to customer service at verizonwireless.com by performing key activities of self-service Customer Scenarios and evaluating that experience against our framework for customer self-service. -
What Differentiates the Search Experience?
Philosophy and Search Management Make the Difference at Online Department Stores
by Susan AldrichDoes site search differentiate the online customer experience? Evaluation of search at four department stores suggests that it does. -
Cisco Systems
Growing a Vibrant Online Community for More Than a Decade
by Ronni MarshakCisco supports its customers with interaction-based customer support and a thriving online community of networking professionals. -
Enabling Customer Communities
Things to Think About When Selecting an Online Customer Community Platform
by Matthew LeesOnline customer communities are growing in acceptance, functionality, and complexity. Customer expectations are high, but so is the value you can offer and derive. Selecting the right platform is the first step in building a successful community. -
Chief Customer Officer
Jeanne Bliss Explains How to Overcome Organizational Barriers to Attain a Customer-Centric Culture
by Patricia SeyboldThis book, Chief Customer Officer, is an accurate and useful guide that will help anyone understand how to move your organization through the steps required to shift your company’s culture to deliver a great customer experience. -
Search Experience Metrics
Key Indicators You Should Be Tracking for Customer Search Experience
by Susan AldrichA great search experience is the starting point for an acceptable customer experience. There are 2 metrics that will tell you how well your company performs against customer expectations. -
Give Customers Important Roles to Play in Shaping Your Business
Natural Behaviors You Can Tap to Unleash Customer Innovation
by Patricia SeyboldOur research in customer innovation revealed that there are five distinct roles that passionate customers naturally adopt with respect to an organization whose products and services they care about.
- « previous
- Page 24 of 45.
- next »
