• Blog
• Articles
• Books
• Training
• Consulting

Customer Experience & VOC

• Customer Scenario Patterns: Are You Making It Easy for B2B Customers to Select and Buy Your Products? (Part 1)

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

  by Patricia Seybold

  Before you begin a Customer Scenario® Mapping exercise, you should capture the context of the scenario.
  Jun. 3, 2004

  Strategies

  

• How Strong Is Your Customer Experience?

  Building Strong Customer Experiences Twelve Ways

  by Mitchell Kramer

  Customer experience is the environment in which your customers do business with you. Build a stronger customer experience, and you’ll improve customer satisfaction, loyalty, and profitability. Learn in this report how to build stronger customer experienc
  Apr. 1, 2004

  All Members

  

• Learning about Emergent Learning, Part 3

  From Post Mortem to Living Practice and Emergent Learning in Action

  by Marilyn Darling

  How do you transform your organization into a change master? Instill After Action Reviews (AARs) as an iterative learning practice. Don’t focus on “lessons learned;” analyze the ground truth in mid-task and at the end of each iteration. Hypothesize about
  Feb. 26, 2004

  All Members

  

• Learning about Emergent Learning, Part 2

  Early Civilian Adopters of After Action Reviews: Shell Oil, Harvey-Davidson, Geerlings & Wade

  by Marilyn Darling

  How do you transform your organization into a learning organization? Shell Oil, Harley-Davidson, and Geerlings & Wade are three companies that have been early adopters in the use of After Action Reviews (AARs) to foster organizational learning.  This art
  Feb. 19, 2004

  All Members

  

• Learning about Emergent Learning, Part 1

  The Evolution of After Action Reviews (AARs) at the U.S. Army

  by Marilyn Darling

  If you want to master organizational change, we recommend that you unleash the power of emergent learning in your organization. Start with After Action Reviews.
  Feb. 12, 2004

  All Members

  

• Best Practices in Dealing with Consumers’ Cross-Channel Retail Behavior

  Meeting Consumers' 'Moments of Truth' as They Shop across Channels

  by Patricia Seybold

  Many of today’s consumers prefer to shop across channels—for example, researching online, buying in the store, and getting support by phone. Cross-channel retail poses significant challenges for retailers and for suppliers of consumer products. We offer
  Jan. 29, 2004

  Strategies

  

• Designing a Customer-In CMR Environment

  Start by Making it Easy for Customers to Manage their Relationships with Your Firm; Then Worry about Managing Your Relationships with Them

  by Patricia Seybold

  We have a unique opportunity to rethink our own information systems from scratch, we start from the outside in: with customer self-service, customer profile management, and customer transaction management.
  Jan. 22, 2004

  All Members

  

• Identifying the Right Customers and Context

  Building the Foundation for a Customer Scenario

  by Ronni Marshak

  Before you begin a Customer Scenario® Mapping exercise, you should capture the context of the scenario.
  Jul. 24, 2003

  Strategies

  

• Gathering Customers' Real Requirements

  Uncovering Customers' Moments of Truth

  by Patricia Seybold

  Gathering customer requirements can be tough. Particularly if customers can't envision the possibilities of how they might reach their outcomes in a dramatically different way.
  Jul. 3, 2003

  Strategies

  

• Beware of Business Process Management

  Be Careful about Adopting Internally-Driven Business Processes; Instead, Design a Customer-Adaptive Enterprise Using a Services-Oriented Approach

  by Patricia Seybold

  Business processes are internally-focused, difficult to design, hard to adapt, and have very short shelf-lives. Instead of wasting time designing business processes, we recommend that you identify the services required to support key Customer Scenarios®
  May. 8, 2003

  All Members

  

• It's a Matter of Trust

  In Consumer Customer Scenarios®, Don't Underestimate the Importance of a Trusted and Independent Third Party

  by Ronni Marshak

  Consumers are often resistant to buying from manufacturer’s Web sites. What can you do establish trust and increase your sales?
  Apr. 17, 2003

  Strategies

  

• What Customer-Centric Executives Need to Know about Portals:

  A Customer-Driven Approach

  by David Marshak

  Customer-centric executives should adopt portals as the latest tool in their arsenal for managing the customer experience.
  Dec. 13, 2002

  All Members

  

• A Better Way to Measure ROI

  Measuring What Matters to Customers Drives Revenues & Reduces Redundant Overhead

  by Patricia Seybold

  In the Customer Economy, the only way to gain budget approval is to measure the time and costs you save your customers and justify your IT expenditures based on the increased revenues and customer retention you’ll gain.
  Nov. 21, 2002

  All Members

  

• How to Prioritize Your Roadmap Using Customer Experience & Value

  Rationalizing Your IT Services Across Projects and Business Units

  by Patricia Seybold

  Here’s a method for incorporating the Customer Experience into your IT planning.
  Nov. 7, 2002

  Strategies

  

• High Tech Companies Grade themselves on the Quality of Customer Experience they Offer

  Different Results According to Different Roles

  by Susan Aldrich

  How you evaluate yourself on how well you provide a Quality of Customer Experience seems to depend on what your role is in your organization. See how executives at high-tech companies rated themselves.
  Sep. 22, 2002

  All Members

  

• BPR for CRM?

  Whose Business Processes Are You Redesigning? Make Sure It’s the Ones that Customers Care About!

  by Patricia Seybold

  Best practices in CRM are an alluring goal, but make sure you start with processes that the customers care about.
  Sep. 19, 2002

  All Members

  

• Where Do We Stand on Customer Value and QCE?

  Results of the Self-Assessment on How Well Positioned Your Organization Is for Managing By and For Customer Value & Monitoring & Improving the Quality of Your Customer Experience

  by Susan Aldrich

  How did 1,327 executives and key managers rate their companies’ ability to manage by and for customer value and monitor and improve the Quality of your Customer ExperienceSM as compared to Patricia Seybold Group’s best practices?
  Mar. 14, 2002

  All Members

  

• Designing a Customer Flight Deck(SM) System - Customer Goals

  Step 2: Create the Customer Numbers/Depth of Customer Relationships Section

  by Patricia Seybold

  The second step in creating a useful Customer Flight Deck is to review your company’s growth objectives. This will give you a basis for determining how to track your performance.
  Feb. 8, 2002

  All Members

  

• Designing a Customer Flight Deck(SM) System - Customer Segmentation

  Step 1: Select a Customer Segment to Monitor

  by Patricia Seybold

  The first step in creating a useful Customer Flight Deck is to identify what customer segments you want to track. Focus on how and why customers buy.
  Jan. 31, 2002

  All Members

  

• Get Better with Help from Your Customers:

  The Right Survey Can Help You Improve the Quality of Customer Experience You Deliver

  by Susan Aldrich

  A well-run customer survey is a gold mine. Here is the question set that will reveal you need to know.
  Jan. 3, 2002

  All Members