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Contractor Do’s and Don’ts
Why Customer Experience Is So Important When Choosing a Contractor
by Ronni MarshakThere are a lot of missteps that service providers can make when trying to win someone’s business. Here are tips on what to do and what not to do. -
Desk.com from Salesforce.com
Customer Service for Small and Growing Businesses
by Mitchell KramerDesk.com, from Salesforce.com, provides case, account, and knowledge management capabilities across assisted-service, self-service, and social customer service channels for very-small, small, and mid-sized businesses. Read our evaluation in this report. -
A Community Fights for Its Right to Healthcare
Customers Enlist Regulators to Preserve Services In Boothbay, Maine
by Patricia SeyboldElderly healthcare customers on the Boothbay peninsula in Maine are seeking help from Maine’s Health & Human Services’ regulators to keep 24-hour services local. MaineHealth requires seniors to drive dangerous roads at night for help. -
How Customers Want to Find and Purchase Your Products/Services
Identifying and Measuring the Key Moments of Truth in "Select & Buy" Customer Scenario® Patterns
by Ronni MarshakEach customer’s context is different, but there are patterns to what they care about in common scenarios. Measure how well you meet these customer priorities to ensure success. -
The CaringBridge Customer Ecosystem
Millions of People and Hundreds of Companies Align around Patients’ Health Journeys
by Patricia SeyboldCaringBridge.org’s apps and tools help to provide emotional support during a health crisis. Using an online journal and guest book, each patient can provide updates for friends and family to track. -
Are Your Daily Deal Customers Just One-Night Stands?
How Might You Convert Them to Loyal, Repeat Customers?
by Ronni MarshakMerchants who invest in daily deal discounts to court new customers need to follow up with planned marketing campaigns or the new customers might just be a “one-night stand.” -
Apple/IBM Enterprise MobileFirst Partnership
Will Enterprise IT Execs & Mobile App Developers Embrace IBM’s MobileFirst iOS Offerings?
by Patricia SeyboldThis partnership to support mobile devices and apps in the enterprise is significant. IBM will sell, support, and manage iDevices and apps that can integrate into back-end systems. -
10 Characteristics of Customer-Centric Execs
How Many Do You Embody?
by Ronni MarshakHere are 10 characteristics that every customer-centric executive should demonstrate. They range from having a customer vision to monitoring what matters to customers. How well do you stack up? -
Ten Steps that May Save (or Improve) Your Life
Prepare Now to Engage as a Patient and/or Advocate for Someone You Love
by Patricia SeyboldLet Patients Help! by Dave deBronkart with Dr. Danny Sands is a valuable patient engagement handbook. This little book should be a key resource for you and your family. You’ll learn about important steps in taking charge of your own health. -
IBM Watson Engagement Advisor
Addressing Customer Support Using Cognitive Technology
by Mitchell KramerThrough its use of cognitive technology, IBM Watson Engagement Advisor is an innovative and visionary virtual assisted-service offering, an offering that can (almost) think and learn. -
We’ll Get Back to You
Callback Technology Can Give Customers Back the Time They Spend Waiting to Talk to You
by Ronni MarshakWe all hate waiting on hold. With automated callback technology, we may never have to again! But you have to make sure that you manage your implementation well so customers are never stuck waiting for a call that never comes. -
How Amazon’s Fire Phone Enhances Its Customer Ecosystem
Firefly Lets You Manage the “Internet of Things”
by Patricia SeyboldAmazon’s Fire Phone is a significant boost to Amazon’s customer ecosystem. Mayday—24x7 customer service on your phone—sets a new bar. Firefly—identify an object and take actions—puts control of the “Internet of Things” in Fire users’ hands. -
Do You See What I See?
Why Customer Service Reps Need to Be Able to Access What Customers Actually Saw
by Ronni MarshakWhen customers can see information within their account pages on your website that your support agents can’t see, how can they trust your CSRs to really help when there are problems? -
The Customer Revolution Is Coming Back!
Customers Are on the Cusp of Retaking Control Over the Big Things that Impact Their Lives
by Patricia SeyboldThe next customer revolution is upon us. We will regain control of things that matter most in our lives: our government, our financial well-being, our health, our jobs, our privacy, and our access to the Internet. -
Customer Service Supplier and Product Update 1Q2014
1Q2014 Quarterly Overview: Renewed Focus on Customer Service Integration
by Mitchell KramerOur review of customer service suppliers in Q1 2014 pinpointed a renewed focus on customer service integration. Integration of all customer-impacting information expands and streamlines the customer service experience. -
Getting the Desired Outcome Right
Citizens Bank Did a Good Job Selling a Prospect, but Couldn’t Meet the Ultimate Goal
by Ronni MarshakDo you consider a prospective customer’s scenario when pitching them? Do you understand the desired outcome, the priorities, and the emotional concerns they have? If you do, you can sell much more effectively. -
Customer Journey Mapping
How to Ensure that Your Customer Experience Journey Map Reflects Your Customers’ Scenarios
by Patricia SeyboldHere’s how to create a Customer Experience Journey Map. Map the ideal experience for key customer segments. Identify the customers’ Moments of Truth in each Customer Scenario. Combine these as the backbone of your end-to-end customer journey. -
Do’s and Don’ts of Telephone Support
Making It Easy to Navigate through IVR Hell and Get a Positive Telephone Support Experience
by Ronni MarshakThink you provide great customer service? When did you last check out what your customers experience when they call your support line? Are they stuck in an infinite IVR loop? And, when they get to a real person, are their issues resolved? -
Clarabridge 6.1
Social Customer Service with Powerful Monitoring and Filtering, Deep Analysis, and Alert-Driven Customer Interaction
by Mitchell KramerClarabridge Analyze and Clarabridge Act monitor and analyze customer conversations on internal and social channels and provide mechanisms to interact with customers. Filtering, analysis, and classification are the strengths. Read our in-depth evaluation. -
Can a Contest Improve the “Production of Health”?
How Esther Dyson Is Using the Way to Wellville Challenge to Promote Collaborative Innovation
by Patricia SeyboldThe Way to Wellville is a community health innovation contest among five communities in the U.S. The towns will have five years to dramatically improve health outcomes by focusing on the determinants of health, rather than on the treatment of disease.
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