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Customer Experience & VOC

• Meeting the Customer Experience Challenge

  What’s Your Current Situation? What’s Your Vision?

  by Patricia Seybold

  How does a company that delivers a great customer experience look, feel and behave? Here’s the vision that our clients have of what they’re attempting to achieve as they strive to improve the Quality of the Customer ExperienceSM they deliver.
  Nov. 3, 2005

  All Members

  

• Leading an “Issues and Vision” Discussion with Customers (and Partners)

  Tips for Gaining a Lot of Customer Context in a Short Time (and How to Kick Off a Customer Scenario® Mapping Session)

  by Patricia Seybold

  What’s the most effective way to capture customers’ current and ideal requirements about your business, about current or potential products and services, about your processes, about the brand experience you offer?
  Sep. 15, 2005

  Strategies

  

• Identifying Operational Customer Experience Metrics

  How to Spot What Matters Most to Customers and Turn Those “Moments of Truth” into Metrics You Can Track

  by Patricia Seybold

  This report provides an overview of operational customer experience metrics: What are they? Why do they matter? How do other companies identify and monitor them? How might you discover your customers’ metrics?
  Aug. 4, 2005

  Strategies

  

• Monitor Your Quality of Customer Experience

  QCE vs. QoE: Monitor Operational Performance on the Things That Impact the Quality of Your Customer’s Experience with Your Brand

  by Susan Aldrich

  Understanding how Quality of Customer Experience (QCE) metrics differ from quality of experience (QoE) metrics will help you deliver the quality of experience your customers expect
  Aug. 2, 2005

  Strategies

  

• Are You Handling Content Management as a Customer-Critical Issue?

  Shoddy Content Management Will Adversely Impact the Value of Your Company

  by Patricia Seybold

  Content management issues are costing your company big bucks when measured in terms of customer lifetime value. What should you do about it?
  Jul. 21, 2005

  Strategies

  

• Concerns of Customers.com Visionaries in Q2 2005

  Issues, Initiatives, and Requirements from Customer-Centric Executives in Q2 2005

  by Patricia Seybold

  Our hand-picked group of visionaries are committed to making it easy for their customers to do business with them. Here are the top-of-mind issues facing customer-centric visionary leaders in the first half of 2005.
  Jul. 7, 2005

  Strategies

  

• Interviewing Customers for Your Customer Scenario Mapping Session

  The Pre-Session Interview Enables Great Customer Scenario Choices

  by Susan Aldrich

  Customer interviews are a critical step in preparing for a Customer Scenario® Mapping session. Here’s our script and tactics for the pre-session interviews.
  Jun. 16, 2005

  Strategies

  

• Establishing Customer Experience Metrics Using Customer Scenario Maps

  Developing Your Customer Flight Deck

  by Susan Aldrich

  Use customer metrics and moments of truth you identify in your Customer Scenario® Maps to create your QCE measurements.
  Jun. 9, 2005

  Strategies

  

• Selecting and Recruiting Customers for Customer Scenario® Mapping Sessions

  How to Identify and Solicit the Right End-Customers for Customer Co-Design Sessions

  by Patricia Seybold

  What’s the best way to recruit customers (and partners) for Customer Scenario® Mapping sessions? Here are suggestions for ways to build customer co-design into your normal activities. We also describe what kinds of customers to recruit, and how many.
  Jun. 9, 2005

  Strategies

  

• Discovering Findability Requirements from Customer Scenario Maps

  Building Your Search and Navigation Approach

  by Susan Aldrich

  Our findability requirements discovery methodology is centered on customer requirements and the customer’s perspective.
  May. 12, 2005

  Strategies

  

• What Are Customer Experience Best Practices?

  Summary of Our Findings from the APQC Total Customer Experience Benchmark and a Report Card for You

  by Patricia Seybold

  Here’s our high-level summary of the best practices that we discovered in a recent conference conducted by the American Productivity and Quality Council between 10/04 and 4/05. We include a Customer Experience Report Card you can use to rate yourselves.
  Apr. 28, 2005

  Strategies

  

• Design Your Quality of Customer Experience (QCE) Scorecard

  Create a Small, Focused Set of Metrics; Measure What Matters to Your Customers

  by Patricia Seybold

  We offer three best practice examples and describe the eight steps you can take to create your own QCE(SM) Scorecard.
  Mar. 24, 2005

  Strategies

  

• Customer Portals: Central to Your Customer Experience Strategy

  Customer Portals Support Your Customers throughout Their Lifecycles

  by Patricia Seybold

  There are three reasons why customer portals are hot: 1) you save money; 2) you increase customer satisfaction, loyalty, and profitability; and 3) you gain visibility into customers’ account information, their needs, and their preferences.
  Jan. 27, 2005

  Strategies

  

• QCE Resolutions

  Focus on What Matters Most to Your Customers

  by Patricia Seybold

  Are you interested in providing or improving your customer experience in 2005? Then start by focusing on these five areas.
  Jan. 20, 2005

  All Members

  

• Why It's Hard to Prioritize IT Initiatives around End-Customer Impacting Issues

  Current Disconnects between Business and IT; Suggestions for Bridging the Gaps

  by Patricia Seybold

  Are you having trouble getting customer-centric priorities at the top of your IT shopping list? You're not alone. There are increased tensions brewing between the business and IT for lots of good reasons. See if your organization looks like the picture w
  Nov. 10, 2004

  Strategies

  

• VP of Customer Intelligence

  Patty's Dream Team: Roles and Responsibilities You'll Need for Your Customer-Centric Organization

  by Patricia Seybold

  The first priority of your VP of customer intelligence should be to act as the custodian for the information that your customers care about.
  Nov. 4, 2004

  Strategies

  

• Sr. IT Architect for Cross-Channel Customer Experience

  Patty's Dream Team: Roles and Responsibilities You'll Need for Your Customer-Centric Organization

  by Patricia Seybold

  In order to deliver a great cross-channel experience to customers and partners, you’ll need to have a seasoned IT architect who is responsible for designing and evolving your application Architecture, services, and middleware to be customer adaptive.
  Oct. 7, 2004

  Strategies

  

• Banks Measure What Matters to Customers—and Improve Service

  Leading Practitioners Now Measure the Quality of Customer Experience

  by Patricia Seybold

  Banks and other financial services firms are focusing on the Quality of Customer Experience for critical customer scenarios. Here are a couple of examples of how banks are measuring and improving what matters to their prospects and customers.
  Sep. 23, 2004

  All Members

  

• May I Help You?

  Serve Your Customers across All of Your Channels and All of the Phases of Their Lifecycles

  by Mitchell Kramer

  When we say customer service, we mean simply delivering a customer experience that helps your customers do business with you. Your customers want that help on every channel through which they interact with you and at every phase of the lifecycle of their
  Sep. 2, 2004

  All Members

  

• Customer Scenario Patterns: Are You Making It Easy for B2B Customers to Select and Buy Your Products? (Part 2)

  Anticipating the "Moments of Truth" that Surface Consistently in B2B Customers' Scenarios

  by Patricia Seybold

  In many customer scenarios, there are common moments of truth that emerge despite differences in the customers' businesses. This report looks at those moments of truth that surface consistently in B2B select & buy scenarios.
  Jun. 17, 2004

  Strategies