Customer Experience & VOC

  • A Best Practice Example of Applying UX Principles to Product Design and Development

    Koko Fitness Demonstrated How to Do It Right Back in 2005!

    by Patricia Seybold, Ronni Marshak
    Koko Fitness, a small company that designs and sells interactive workout systems, has been a shining example of best practices in incorporating customer experience and user experience methods into their product design and development lifecycle.
    Jun. 16, 2011
    Strategies
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  • Is User-Centered Design the Missing Link?

    Bridging the Gaps Between Customer Experience and Product Development

    by Patricia Seybold, Ronni Marshak
    Empower UX professionals and embed them within your business units to help product managers and developers identify customer needs and develop products that are easy to use and to adopt, easy to support, and on target to meet a critical end-user need.
    Apr. 28, 2011
    Strategies
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  • User Interfaces Shouldn't Just Be Intuitive

    To Make Things Easy to Use, Make Them Obvious!

    by Ronni Marshak
    When you are designing a product or service, make sure that you are as clear as possible when you design the user interface. Take the guesswork out, and make it all obvious!
    Dec. 16, 2010
    All Members
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  • Treating Your Customers with Respect

    Provide Concerned, Engaged, and Accurate Customer Service or Risk the Customer Relationship

    by Ronni Marshak
    The difference between a great customer experience and a disastrous one is how the customer is treated after presenting a problem. Here are three different examples.
    Dec. 2, 2010
    All Members
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  • Customers.com Handbook

    A Handbook for Your Customers.com® Initiatives—Parts 1 to 4

    by Patricia Seybold
    In Customers.com Classic, we described the successful Internet Strategies of sixteen different best practices organizations. Those firms are still ahead of the pack in executing customer-centric strategies that keep customers loyal and empowered. There are eight core competencies that these early leaders adopted. Now, 12 years later, those same core competencies still stand the test of time.
    Sep. 16, 2010
    All Members
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  • Dell Support Fails at Providing a 360-Degree View

    Customer-Facing Employees Don’t Seem to Share Customer Context or Company Policy Information

    by Ronni Marshak
    Providing a 360-degree view of all your customer interactions to your customers is vital. But you also have to provide a 360-degree of your internal policies and processes to all customer-facing employees. Dell didn't do that with unhappy results.
    Sep. 9, 2010
    All Members
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  • How to Approach Customer Experience Management

    An Overview of Patricia Seybold Group’s Recommended Game Plan

    by Patricia Seybold
    In this report, you’ll learn how the Patricia Seybold Group defines and approaches customer experience management.
    May. 27, 2010
    All Members
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  • The Not So Friendly Route to Flying the Skies

    Lessons Learned from Customers’ Moments of Truth in Multi-Leg Travel Planning

    by Ronni Marshak
    There are lessons to be learned from the complex customer scenario of planning a multi-leg trip. These lessons can help you make complex transactions less daunting for customers.
    Apr. 1, 2010
    Strategies
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  • Provide a 360-Degree View of Each Customer's Context

    Making Complete Customer Information Available to Customers as They Address Their Scenarios

    by Ronni Marshak
    Organizations that allow customers to access, update, organize, and enhance all the information you have about them are primed to keep customers happy long term.
    Feb. 25, 2010
    Strategies
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  • Streamline Customers' Critical Scenarios

    The Key to Making It Enjoyable for Customers to Get Things Done

    by Ronni Marshak
    A customer’s goal isn’t to spend money with you. He wants to get his stuff done! By figuring out his scenarios, you help him be successful and win his loyalty in the process.
    Feb. 11, 2010
    Strategies
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  • Five Steps to Success in Designing a Customer-Centric Business

    Chapter 1 – Customers.com 2.0

    by Patricia Seybold
    A 5-step prescription for customer-centric executives to design new businesses or re-focus existing organizations and win customers for life.
    Feb. 4, 2010
    Strategies
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  • Building a Customer-Centric Company: Lessons Learned

    Advice to Customer Experience Executives from Aisling Hassell

    by Aisling Hassell
    Tips from the trenches on how to succeed as a Customer Experience executive.
    Jan. 21, 2010
    All Members
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  • Identifying the Problems in Your Cross-Channel Customer Experience

    Borrowing the “Mystery Shopper” Model from Retail

    by Ronni Marshak
    We recommend taking a cue from retailers—employ “mystery shoppers” who give your customer experience people and processes a thorough test drive!!
    Dec. 10, 2009
    Strategies
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  • Do's and Don'ts of Phone Support

    Making It Easy to Navigate through IVR Hell!

    by Ronni Marshak
    Are your customers stuck in the infinite loop of IVR hell? These do's and don'ts can help you create an effective phone support channel that can improve relationships instead of frustrating customers.
    Nov. 5, 2009
    Strategies
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  • Enticed by Discounts; Impressed by Customer Experience

    Providing a Great and Personal Experience Brings Customers Back for More

    by Ronni Marshak
    A restaurant used discounts to bring the customers in. But the excellent service makes sure that customers will come back.
    Oct. 22, 2009
    All Members
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  • Let Your Customers Be Part of the Solution

    Work Together to Solve Problems, and Bond in the Process

    by Ronni Marshak
    Don’t try to hide problems from customers—that never works. And don’t just tell them there is a problem without seeking their help in finding a work-around or an outright solution.
    Oct. 5, 2009
    All Members
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  • How Citrix Evolved Its Online Community of Customer Advisors

    How to Recruit and Manage a Private Customer Community—Patty’s Visionaries' Interviews' Series

    by Patricia Seybold
    Andrea Davidowitz tells the story of how and why she launched a private B2B online community of advisors in 2007 and what she has learned about running and managing a private customer community. Andrea manages strategic customer programs at Citrix.
    Aug. 6, 2009
    Strategies
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  • Planning a Theme Park Vacation around a Birthday

    How Easy (or Difficult) Is It to Accomplish on the Parks' Web Sites?

    by Ronni Marshak
    Planning a vacation and event? See how well the Web sites for DisneyWorld, Six Flags, and Colonial Williamsburg help you achieve your goals.
    Jun. 25, 2009
    Strategies
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  • How Customers Want to Plan for Retirement with Financial Security

    Identifying and Measuring the Key Moments of Truth in the “Planning for Retirement” Customer Scenario® Pattern

    by Ronni Marshak
    Customer scenarios fall into patterns. It‘s valuable to know these patterns ahead of time so you can focus on how to differentiate the experience you offer. This report focuses on the outcome-based scenario of planning for retirement.
    May. 14, 2009
    Strategies
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  • How Customers Want to Learn a New Skill

    Identifying and Measuring the Key Moments of Truth in the Customer Scenario® Pattern of Acquiring a Skill

    by Ronni Marshak
    Customer scenarios fall into patterns. It‘s valuable to know these patterns ahead of time so you can focus on how to differentiate the experience you offer. This report focuses on the outcome-based acquiring a skill scenario.
    Apr. 30, 2009
    Strategies
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