Best Practices & How-Tos
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BuzzCar—Peer-to-Peer Car Rental
Building a Platform for Participation for a “Peers Inc.” Business Model
by Patricia SeyboldBuzzcar is a peer-to-peer car rental company that started in France. Instead of leaving your car in driveway, rent it to a neighbor! Founded by Robin Chase, the co-founder of Zipcar, Buzzcar uses what Robin calls a “Peers Inc.” business model. -
Innovative Approaches to Big Issues
Patterns and Take-Aways from BIF-8 (Business Innovation Factory’s Annual Confab)
by Patricia SeyboldBIF-8 was the 8th annual conference held in Providence, RI by the Business Innovation Factory. The format is story-telling punctuated with long networking breaks where random encounters are encouraged. Key themes: transform cities, healthcare, & society. -
Getting at Customers’ Moments of Truth
The New CSM Guidebook: Part 6: Identifying and Measuring Moments of Truth
by Ronni MarshakUnderstanding your customers’ scenarios and the potential showstoppers to customer success should be part of your customer experience strategy. Learn how we identify these “Moments of Truth” as a part of Customer Co-Design. -
The Mobile E-Wallet Customer Ecosystem
What Types of Players Need to Partner and What Do They Need to Do to Gain Customers’ Trust?
by Patricia SeyboldThe mobile e-wallet landscape is a 6-layered ecosystem of players, with e-wallet providers at the top and payment and financial institutions at the bottom. If all players aligned around customer-critical issues, mobile e-wallet adoption would accelerate. -
Who Are the Key Players in Mobile E-Wallets in the U.S.?
Amazon, Apple, Google, PayPal (e-Bay), Mobile Phone Networks, Credit Card Companies, or Upstarts?
by Patricia SeyboldWe predict the marketshare battle for mobile phone e-wallets will be waged in the U.S. in 2013. Here’s the landscape as we see it. We believe that Amazon and PayPal will throw their hats into this ring, along with Apple, Google, Microsoft, and Isis. -
Measure What Matters to Customers
The New CSM Guidebook: Part 5: The Vital Importance of Metrics
by Ronni MarshakMeasuring things is easy. Figuring out what to measure is hard! Here are guidelines for defining metrics that matter to customers and how you should measure your organization's performance and bottom-line opportunities based on these measurements. -
Alaska Airlines’ Evolves Its Mobile Strategy
Catering to Frequent Flyers Pays Off
by Patricia SeyboldAlaska Airlines has been delivering mobile apps since 2010. They chose to focus first on the functions needed for “day of travel” rather than online booking. -
How to Think About Privacy and Managing Your Online Identity
Use Your Head and Use Your Manners
by Peter HorneHow should you manage your online identity in an era in which all your communications and activities are being tracked both online and offline? -
Setting Expectations for Customer Co-Design and Other Customer-Facing Engagements
The New CSM Guidebook: Part 4: Setting Expectations
by Ronni MarshakNo matter how well prepared you are for your customer-facing events, you won’t be completely successful if the expectations of participants haven’t been clearly set. Here are tips for setting the expectations of customers, partners, and internal stakeholders. -
How to Innovate Business Models
Should You Create a Business Model Innovation Factory?
by Patricia SeyboldSaul Kaplan’s book, The Business Model Innovation, clarifies why so many internal innovation projects fail: they challenge existing business models. -
When and How to Embed Customer Co-Design into Your Projects
What Customer Co-Design Options Fit Your Purview?
by Patricia SeyboldWe have found at least six opportunities to embed customer co-design into the projects you’re already doing. Our recommendation? Use customer co-design early and often. -
Handling the Logistics of a Customer Scenario® Mapping Session
The New CSM Guidebook: Part 2: Logistics Check List
by Ronni MarshakPreparing a customer-facing engagement can be a logistics nightmare. Here is a checklist of the details required to run a successful Customer Scenario® Mapping session, which is a superset of all the logistics required for a great customer engagement. -
Social-Service Evaluation Framework
Products that Monitor Social Posts, Identify Customers’ Questions and Problems, and Help Deliver Answers and Solutions
by Mitchell KramerOur framework for evaluating social-service products that help organizations deliver customer service to the social web has four top-level criteria: customer service best fit, analytic functionality, customer service integration, and viability. -
How to Plan for a Customer Scenario® Mapping Session
The New CSM Guidebook: Part 1: The Eight Pre-Session Planning Activities
by Ronni MarshakTo get the most out of Customer Scenario® Mapping sessions, you need to plan carefully. Here, we provide an overview of the eight steps you’ll want to take before each event to ensure that your customer co-design sessions are successful and impactful! -
Facebook’s Timeline: Seductive and Dangerous?
Applications Integrated into Timeline Track Everything that You and Your Friends Do
by Patricia SeyboldFacebook’s new Timeline is much more than a new user interface. It’s a seductive forced march designed to lead us all into a marketers’ nirvana in which our activities and life events are tracked. -
Unintended Risks of Using Facebook
Pay Attention to What Information, and Whose Information, You Are Sharing with Whom!
by Patricia SeyboldBe a good steward of your privacy and the privacy of your friends and family members on Facebook. Learn how applications are mining and analyzing your and your friends’ Facebook behavior and what you should know about those practices. -
Designing/Refining Your Mobile Strategy
Fourteen Approaches to Consider as You Reach Out to Customers Using Mobile Devices
by Patricia SeyboldMobile phones will soon surpass computers as the most prevalent way to do business online. Your business needs a mobile strategy. Here’s how to think about it. -
Best Practices in Corporate Blogging
How Your Organization Can Run a Successful Blogging Program
by Matthew LeesWhile blogging isn't a new communications medium, many companies are still getting the hang of it. Blogging takes commitment. But the many benefits can be attained by following best practices such as framing blogs as an ongoing program. -
Best Practices in Customer Self-Service
Ten Ways to Make It Easy for Your Customers to Do Business with You
by Mitchell KramerThis report presents PSGroup’s 10 best practices in customer self-service. The 10 represent the current ideal based on our research on self-service technologies and on our consulting work with companies of all sizes across many industries. -
Best Practices in Acquiring Customer Community Members
Making It Easy and Worthwhile for Customers to Join
by Matthew LeesJust about all online communities need to acquire new members on a regular basis. This report, a companion piece to our “Best Practices in Engaging Customer Community Members,” discusses proven ways of acquiring new community members.
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