Articles
- « previous
- Page 6 of 45.
- next »
-
Good Service, but Missed Opportunity for Greatness
A Recommendation for Peapod Grocery Delivery Service
by Ronni MarshakPeapod grocery delivery service does a fine job of customer service, but a recent experience revealed a barrier between what they know about a customer and the customer service department. -
Owning the Customer’s Total Experience
A Success Story for a Company that Didn’t Let a Customer Down in a Time of Need
by Ronni MarshakWhen you fail to make sure that your customers have a great and successful experience, whether or not you are in control, you risk losing their business and hurting your brand. But ensuring your customers are successful reaps rewards! -
Agilent’s Virtuous Circle of Personalization
Customer Experience, Content Strategy, and Marketing Automation Create a Machine that Drives Customer Engagement
by Susan AldrichAgilent offers lessons on achieving a highly personalized experience for customers of all stripes at all phases of engagement. -
Have We Consented to Government Surveillance?
Do Citizens, Residents, and People in Other Countries Have a Right to Privacy in the Digital Age?
by Patricia SeyboldEdward Snowden’s whistle-blowing on the NSA, and Glenn Greenwald’s documentation of the technologies and processes used, are a wake-up call for citizens who believe that their private communications should remain private. -
Salesforce Radian6: An Insight Ecosystem
The Social Monitoring, Analysis, and Interaction Application of Salesforce Marketing Cloud
by Mitchell KramerRadian6 is the Salesforce Marketing Cloud component that does social monitoring, analysis, and interaction. It’s easy to learn and use; its analytics are powerful and flexible; and it integrates tightly with Salesforce Service Cloud. -
Defining the Customer-Centric Organization
What Are the Attributes and Behaviors that Define True Customer-Centricity?
by Ronni MarshakIs yours a truly customer-centric organization? See how well you stack up to the attributes and behaviors that characterize an organization that holds customers at the core. -
Doug Engelbart’s Design for High Performance Innovative Organizations
Change Your Organization’s Nervous System
by Patricia SeyboldDoug Engelbart's legacy is much more than "the mouse." He designed and refined a new organizational nervous system for the 21st century. -
Peer-to-Peer Business Models
Facilitating “Matchmaking” between Individuals for Fun and Profit
by Ronni MarshakLyft helps individuals who need a ride match up with people who have a car and want to earn a few bucks by giving them rides, a great example of a p2p business. Is there something in this p2p model for your company? -
Improving Wretched Customer Service
Beyond Giving CSRs Authority—Giving Them the Ammunition to Provide Great Service
by Ronni MarshakWhat makes well-intentioned customer service so bad? Martha Brooke of Interaction Metrics offers four common mistakes, and we look at how to empower CSRs to avoid these mistakes. -
DuckDuckGo Respects Our Privacy
Fast, Simple Search with an Open Customer-Friendly Ecosystem
by Patricia SeyboldPeople who are concerned about online privacy are switching to search engine DuckDuckGo. Users are pleasantly surprised by, and engaged in, its rapid evolution. -
Customizing Greeting Cards Online
How Well Did American Greetings and Hallmark Meet My Customer Scenario?
by Ronni MarshakGoing through a card-buying scenario identified some important lessons for all businesses about keeping promises and providing a seamless experience throughout your customer ecosystem. -
Customer Co-Design for Elder Independence
Approach for Elders to Age in Their Homes
by Patricia SeyboldDr. Allan Teel's new book tells the remarkable story of an innovative “virtual assisted-living” program that was co-designed with 40 elders in Maine and is now rolling out across the country. -
Supporting the Demand (Customer) Chain
Start with the End-Customers, but Make Sure You’re Making It Easy for Every Stakeholder Between You and Them
by Ronni MarshakIn order to delight your end-customer, you have to understand the needs and scenarios of every participant in your demand chain (or, as we like to think of it, the customer chain). -
Tackling a Wicked Problem: Water Issues!
How the Delta Dialogues Project Is Using Dialogue Mapping to Build Shared Understanding
by Patricia SeyboldThe Sacramento–San Joaquin Delta Conservancy wanted to engage key stakeholders in planning the future of California’s fresh water supply. They used CogNexus Group’s Dialogue Mapping™ to build shared understanding among polarized players. -
Customer Service Supplier and Product Update 1Q2013
1Q2013 Was a Good Quarter for Customer Service
by Mitchell Kramer1Q2013 was a good quarter for customer service. Customer growth was the highlight, and it drove good financial performance resulted. Product and company activity were high. M&A was big news as Nuance acquired VirtuOz. -
The Future of Computing
New Wealth Will Conform to Old Patterns
by Scott JordanScott Jordan considers the future of highly personal computing—computing on and around our person--and its relationship to the “new wealth,” in which privacy may be a luxury. -
How to Address “Wicked Problems”
Use Dialogue Mapping to Build a Shared Understanding and Evolve a Group’s Thinking
by Patricia SeyboldJeff Conklin’s book, Dialogue Mapping: Building Shared Understanding of Wicked Problems, is a “must read” for people in groups grappling with intractable issues and/or for people who are designing products or solutions. Here’s why. -
Exploring the Five Customer-Centric Habits
Necessary Qualities for Executives and Organizations
by Ronni MarshakWhat are the habits that successful customer-centric executives share? Rob Thompson of CustomerThink has identified 5, and we add our Customers.com perspective. -
IntelliResponse Virtual Agent
Virtual Agents that Are Fast and Easy to Deploy and that Deliver One Right Answer to Customers’ Questions
by Mitchell KramerIntelliResponse VA’s virtual agents deliver accurate answers on web, contact center, mobile, and social channels. They’re multilingual, and they support speech on mobile devices. Most significantly, they’re fast and easy to deploy. Read our evaluation. -
Turn Customer Co-Design Insights into Action
How to Gain Momentum by Turning Customer Scenarios into Operational Scorecards, Recommendations, and Action Items
by Patricia Seybold, Ronni MarshakAfter your get your marching orders from customers during a co-design session, how do you trigger action? And Operational Debrief. Learn how to conduct one and how it overcomes organizational obstacles.
- « previous
- Page 6 of 45.
- next »
