Customer Experience & VOC
- « previous
- Page 4 of 8.
- next »
-
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 MarshakKoko 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. -
Is User-Centered Design the Missing Link?
Bridging the Gaps Between Customer Experience and Product Development
by Patricia Seybold, Ronni MarshakEmpower 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. -
User Interfaces Shouldn't Just Be Intuitive
To Make Things Easy to Use, Make Them Obvious!
by Ronni MarshakWhen 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! -
Treating Your Customers with Respect
Provide Concerned, Engaged, and Accurate Customer Service or Risk the Customer Relationship
by Ronni MarshakThe 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. -
Customers.com Handbook
A Handbook for Your Customers.com® Initiatives—Parts 1 to 4
by Patricia SeyboldIn 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. -
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 MarshakProviding 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. -
How to Approach Customer Experience Management
An Overview of Patricia Seybold Group’s Recommended Game Plan
by Patricia SeyboldIn this report, you’ll learn how the Patricia Seybold Group defines and approaches customer experience management. -
The Not So Friendly Route to Flying the Skies
Lessons Learned from Customers’ Moments of Truth in Multi-Leg Travel Planning
by Ronni MarshakThere 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. -
Provide a 360-Degree View of Each Customer's Context
Making Complete Customer Information Available to Customers as They Address Their Scenarios
by Ronni MarshakOrganizations that allow customers to access, update, organize, and enhance all the information you have about them are primed to keep customers happy long term. -
Streamline Customers' Critical Scenarios
The Key to Making It Enjoyable for Customers to Get Things Done
by Ronni MarshakA 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. -
Five Steps to Success in Designing a Customer-Centric Business
Chapter 1 – Customers.com 2.0
by Patricia SeyboldA 5-step prescription for customer-centric executives to design new businesses or re-focus existing organizations and win customers for life. -
Building a Customer-Centric Company: Lessons Learned
Advice to Customer Experience Executives from Aisling Hassell
by Aisling HassellTips from the trenches on how to succeed as a Customer Experience executive. -
Identifying the Problems in Your Cross-Channel Customer Experience
Borrowing the “Mystery Shopper” Model from Retail
by Ronni MarshakWe recommend taking a cue from retailers—employ “mystery shoppers” who give your customer experience people and processes a thorough test drive!! -
Do's and Don'ts of Phone Support
Making It Easy to Navigate through IVR Hell!
by Ronni MarshakAre 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. -
Enticed by Discounts; Impressed by Customer Experience
Providing a Great and Personal Experience Brings Customers Back for More
by Ronni MarshakA restaurant used discounts to bring the customers in. But the excellent service makes sure that customers will come back. -
Let Your Customers Be Part of the Solution
Work Together to Solve Problems, and Bond in the Process
by Ronni MarshakDon’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. -
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 SeyboldAndrea 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. -
Planning a Theme Park Vacation around a Birthday
How Easy (or Difficult) Is It to Accomplish on the Parks' Web Sites?
by Ronni MarshakPlanning a vacation and event? See how well the Web sites for DisneyWorld, Six Flags, and Colonial Williamsburg help you achieve your goals. -
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 MarshakCustomer 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. -
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 MarshakCustomer 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.
- « previous
- Page 4 of 8.
- next »
