Customer Experience & VOC

  • How Customers Want to Upgrade to a New "Model"

    Identifying and Measuring the Key Moments of Truth in "Product/Service Upgrade" Customer Scenario® Patterns

    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 a typical upgrade scenario.
    Feb. 26, 2009
    Strategies
    click to read more

  • What Belongs on Your Customer Dashboard?

    Design Your Customer Dashboard to Monitor Performance on Customers' Moments of Truth

    by Susan Aldrich
    Tracking customer KPIs may be the cheapest bottom line boost available this year. Here’s what you should track, and why.
    Feb. 5, 2009
    Strategies
    click to read more

  • How Customers Want to Plan a Special Event

    Identifying and Measuring the Key Moments of Truth in "Event Planning" Customer Scenario® Patterns

    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 event-based event planning scenario.
    Oct. 15, 2008
    Strategies
    click to read more

  • How Customers Want to Return or Exchange a Product

    Identifying and Measuring the Key Moments of Truth in Return/Exchange/Cancel Customer Scenario® Patterns

    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 a typical return/exchange/cancel scenario.
    Sep. 11, 2008
    Strategies
    click to read more

  • Service Discovery Using Customer Scenario Mapping

    Building Your Services Catalog

    by Brenda Michelson
    In this report, we share our Service Discovery Methodology, which helps organizations define the right services for their service-oriented architecture.
    Sep. 4, 2008
    All Members
    click to read more

  • Rethinking CRM: Provide Customers the Information They Care about in a Seamless Fashion

    Customers Don’t Want to Be Managed; They Do Want Good Experiences and Outcomes

    by Patricia Seybold
    The secret to a successful CRM strategy is a seamless cross-touchpoint, cross-channel and cross-lifecycle experience. Let your customers manage their relationships with you, not vice versa. Focus first on customer service, not on sales or marketing.
    Aug. 21, 2008
    Strategies
    click to read more

  • How Should You Manage Customer and Partner Portals?

    Roles and Responsibilities You'll Need for Your Customer-Centric Organization

    by Patricia Seybold
    This PSG Classic report presents the do’s and don’t’s of managing customer and partner portals. Although written several years ago, the rules of thumb presented still hold true and are perhaps even more applicable to today’s portal environments.
    Dec. 6, 2007
    Strategies
    click to read more

  • Managing Customer Advisory Board Programs

    How Do Companies Structure, Manage, and Profit from Their B2B Customer Advisory Boards?

    by Patricia Seybold
    This report provides a summary of the current practices in managing B2B CABs.
    Nov. 21, 2007
    Strategies
    click to read more

  • Partner Portals Should Be Combined with Customer Portals

    Why Not Design Your Partner Portals to Surround and Complement Your Customer Portals?

    by Patricia Seybold
    Partner portals and customer portals should be designed and managed together. The information and resources that partners need overlap with the information and resources customers want and need.
    Oct. 4, 2007
    Strategies
    click to read more

  • Outside Innovation at the BBC

    Q&A with Matt Locke, Head of Innovation, BBC New Media

    by Patricia Seybold
    As the BBC attempts to reinvent itself as a digital media company, the company developed an externally-facing, open innovation strategy.
    Oct. 5, 2006
    Strategies
    click to read more

  • Help Customers Do Their Jobs

    Become a Vital Resource in Helping Your Customers Achieve Their Outcomes

    by Ronni Marshak
    The sixth critical success factor originally introduced in Customers.com is “Help customers do their jobs.” By helping them succeed in their jobs, you ensure that they will remain loyal to your products, services, and organization.
    Aug. 31, 2006
    All Members
    click to read more

  • Chief Customer Officer

    Jeanne Bliss Explains How to Overcome Organizational Barriers to Attain a Customer-Centric Culture

    by Patricia Seybold
    This book, Chief Customer Officer, is an accurate and useful guide that will help anyone understand how to move your organization through the steps required to shift your company’s culture to deliver a great customer experience.
    Jul. 13, 2006
    All Members
    click to read more

  • Bathing Your Organization in Real-Time Customer Context

    Using Online Communities to Understand Customers’ Passions, Issues, and Needs

    by Patricia Seybold
    Learn how a number of consumer companies—Hallmark, Unilever, Kraft, RC2 and Charles Schwab—are using vibrant online customer communities to help them design and market their products.
    Jun. 22, 2006
    Strategies
    click to read more

  • Staples

    Customers Help Bring a Customer Experience Promise to Life

    by Patricia Seybold
    Staples, the office supplies retailer, has outpaced its competition by deeply understanding what its target customers—small business office supplies buyers—really care about.
    Jun. 8, 2006
    Strategies
    click to read more

  • Making Outside Innovation the “Path of Least Resistance” in Your Organization

    A Blueprint for Harnessing Customer-Led Innovation

    by Patricia Seybold
    Organizations that are doing a great job of harnessing their customers’ creativity to fuel innovation have five practices in common. You can leapfrog your competition by taking these five steps.
    May. 11, 2006
    Strategies
    click to read more

  • Customer Scenario® Design: An Approach for Outside Innovation

    Co-Designing Your Business with Your Customers

    by Patricia Seybold
    Here are the fundamentals of Customer Scenario Mapping, our methodology for outside-in co-design.
    Mar. 23, 2006
    All Members
    click to read more

  • Provide a 360-Degree View of the Customer Relationship

    Leading the Way to Customer Loyalty and Profitability

    by Patricia Seybold
    The fourth critical success factor originally introduced in Customers.com is “Provide a 360-degree view of the customer relationship.”
    Jan. 25, 2006
    All Members
    click to read more

  • Streamline Business Processes that Impact the Customer

    Make Sure the Customer’s Point of View Is the Design Center for Continuous Process Improvement

    by Patricia Seybold
    The third critical success factor originally introduced in Customers.com® is “Streamline the Business Processes that Impact the Customer.”
    Jan. 12, 2006
    All Members
    click to read more

  • Own the Customer’s Total Experience

    Taking Responsibility Leads to Customer Loyalty

    by Patricia Seybold
    The second critical success factor originally introduced in Customers.com is “Own the Customer’s Total Experience.”
    Dec. 22, 2005
    All Members
    click to read more

  • Getty Images

    Making It Easy for Image-Buying Professionals to Do Their Jobs

    by Ronni Marshak
    Getty Images supports image-buying professionals in finding and licensing stock imagery and film for commercial use.
    Dec. 8, 2005
    All Members
    click to read more