Best Practices & How-Tos
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The Evolution of African Rural University
Co-Designed by Its Faculty, Students, and End-Customers (People the Grads Will Serve)
by Patricia SeyboldDiscover how 29 young Ugandan women helped shape a unique innovative educational institution. Learn how necessity led them to create a new profession. Find out how a university should measure its success. -
Three Mistakes that Make Customer Co-Design a Waste of Time and Money
Don’t Bother If You Aren’t Going to Take Advantage of Your Customers’ Input
by Ronni MarshakNot every customer co-design initiative nets improved customer relationships and financial gains. Avoid these costly errors to reap the rewards you and your customers want. -
There’s Gold in Those Customer Metrics!
Mine Them Well and Reap the Benefits of Loyalty and Increased Business
by Ronni MarshakWhat do your customers care about and how do they measure how well you help them succeed? The key is capturing Customer’s Success Metrics. Once you have, you can keep track of how well you’re doing and identify new opportunities for your company. -
Secret to Successful Customer Engagements
Beware of These Four Things that Will Doom Your Customer-Centric Initiatives
by Patricia SeyboldIf you want to involve customers in co-designing products, services, and/or customer-impacting business processes, you should know about, and avoid, these four common pitfalls. -
Customer Experience and Operational Excellence Success in B2B
by Andrew SpanyiRead why it's best practice to combine your Customer Experience initiatives with your Operational Excellence initiatives. You'll streamline business processes and reduce cycle time in the areas that matter most to customers. -
Angie’s List Doesn’t Arm Its Front-Line Troops
Don’t Ask for Customer Feedback if You Don’t Know What’s Going On
by Ronni MarshakA recent customer experience with Angie’s List went wrong on many levels simply because the company representative didn’t know what was going on! -
Unsubscribe Me!
How Easily Do You Let Customers Go, and How Well Do You Entice Them to Come Back?
by Ronni MarshakSuffering from email overload? Start using those unsubscribe links on most email communications. But you will find that it is easier to get off some companies’ lists than others. -
Zopa: Peer-to-Peer Lender Celebrates 10 Years
Spawned a Global Multibillion Industry; Still Going Strong
by Patricia SeyboldOver 50,000 British consumers have invested in providing loans to over 100,000 British consumers and small business owners via Zopa since 2005. Lenders have provided £770,000 of their money to their peers, in exchange for an average return of 5 percent. -
Creating Customer-Centric Websites
Ensure that Your Customers Can Easily Accomplish What They Came to Do
by Ronni MarshakYour web site should clearly demonstrate that you understand what it is that your customers are trying to do—their key scenarios—as they relate to your products and services. Are you putting your customers’ scenarios front and center? And are you allowing them to progress through their scenarios without any detours or obstacles? -
When Comcast Insults Customers
Who’s to Blame?
by Ronni MarshakWhen customers are treated badly by customer service, something is wrong. But just where does the buck stop? With the CSR? With the company and its priorities and policies? With the customer? There is probably enough blame to pass around! -
Co-Designing Health & Care with a Community
How a Prospective Provider in Boothbay Maine Is Gathering Customer Requirements
by Patricia SeyboldBoothbay Region Health Care is a start up non-profit chartered to provide primary healthcare for the residents and visitors in their region. They’re in the strategic planning stage of their project. Customer co-design is part of their planning process. -
CVS Makes It Easy to Reap the Value of Loyalty
Making Savings Relevant, Easy, and Obvious!
by Ronni MarshakDoes your organization offer a rewards program that encourages loyalty, spending, and makes customers feel good about doing business with you? You can learn some lessons from CVS! -
Unreasonable Customer Policy Stories from a Real Customer
Why Justified Indignation Can Lead to Losing Business
by Irene KopelHave you encountered customer-alienating policies from otherwise respected service providers? Our guest columnist, Irene Kopel, eloquently details her frustrations with ADT Security and PayPal. -
How Good Is Apple Pay’s Ecosystem?
How Well Does Apple Pay’s Ecosystem Meet Consumers’ and Partners’ Critical Needs?
by Patricia SeyboldHow viable is the Apple Pay ecosystem? Will all 15 categories of players required to support mobile payments play together nicely? Will all of these partners align to support consumers’ four critical moments of truth for mobile payments? -
Framework for Evaluating Customer Service Software
Delivering Answers and Solutions; Creating and Resolving Cases
by Mitchell KramerUse this new version of our Framework for Evaluating Customer Service Software Products to produce actionable evaluations, comparisons, and selection. It’s adaptable to every type of customer service application. -
Secure for “Your Own Good!”
Cumbersome Security Measures Create Difficult Customer Experiences
by Ronni MarshakBank of America doesn’t streamline customers’ address changes across BoA product lines. Comcast sets long, arbitrary router passwords and discourages customers from changing them—using “security” as a flimsy excuse. -
Building an Innovation Culture
Learnings and Take-Aways from Patty’s Pioneers – Fall 2014 Meeting
by Patricia SeyboldFor over 20 years, Patty Seybold has gathered a group of “Pioneers” with amazing track records in creating new platforms, products, and businesses. Here are practices they have in common that you can adopt to achieve similar success. -
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. -
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.”
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