Customers.com Strategies
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Angie’s List Doesn’t Arm Its Front-Line Troops
Don’t Ask for Customer Feedback if You Don’t Know What’s Going On
by Ronni MarshakA recent customer experience with Angie’s List went wrong on many levels simply because the company representative didn’t know what was going on! -
Unsubscribe Me!
How Easily Do You Let Customers Go, and How Well Do You Entice Them to Come Back?
by Ronni MarshakSuffering from email overload? Start using those unsubscribe links on most email communications. But you will find that it is easier to get off some companies’ lists than others. -
Zopa: Peer-to-Peer Lender Celebrates 10 Years
Spawned a Global Multibillion Industry; Still Going Strong
by Patricia SeyboldOver 50,000 British consumers have invested in providing loans to over 100,000 British consumers and small business owners via Zopa since 2005. Lenders have provided £770,000 of their money to their peers, in exchange for an average return of 5 percent. -
Creating Customer-Centric Websites
Ensure that Your Customers Can Easily Accomplish What They Came to Do
by Ronni MarshakYour web site should clearly demonstrate that you understand what it is that your customers are trying to do—their key scenarios—as they relate to your products and services. Are you putting your customers’ scenarios front and center? And are you allowing them to progress through their scenarios without any detours or obstacles? -
When Comcast Insults Customers
Who’s to Blame?
by Ronni MarshakWhen customers are treated badly by customer service, something is wrong. But just where does the buck stop? With the CSR? With the company and its priorities and policies? With the customer? There is probably enough blame to pass around! -
Co-Designing Health & Care with a Community
How a Prospective Provider in Boothbay Maine Is Gathering Customer Requirements
by Patricia SeyboldBoothbay Region Health Care is a start up non-profit chartered to provide primary healthcare for the residents and visitors in their region. They’re in the strategic planning stage of their project. Customer co-design is part of their planning process. -
Three Mistakes that Make Customer Co-Design a Waste of Time and Money
Don’t Bother If You Aren’t Going to Take Advantage of Your Customers’ Input
by Ronni MarshakNot every customer co-design initiative nets improved customer relationships and financial gains. Avoid these costly errors to reap the rewards you and your customers want. -
CVS Makes It Easy to Reap the Value of Loyalty
Making Savings Relevant, Easy, and Obvious!
by Ronni MarshakDoes your organization offer a rewards program that encourages loyalty, spending, and makes customers feel good about doing business with you? You can learn some lessons from CVS! -
Designing Solutions for Aging in Place
Part 1: Boothbay’s Awesome Seniors’ Initiative—First Year
by Patricia SeyboldHow do seniors design services that will enable them to thrive in their own homes? They look at what they need. They look at what they have. They experiment. -
Unreasonable Customer Policy Stories from a Real Customer
Why Justified Indignation Can Lead to Losing Business
by Irene KopelHave you encountered customer-alienating policies from otherwise respected service providers? Our guest columnist, Irene Kopel, eloquently details her frustrations with ADT Security and PayPal. -
Educating a Generation of Change-Makers
Meet Some Graduates of URDT’s Breakthrough Curriculum
by Catherine Namwezi, Godliver BusingeFor over 25 years, Uganda Rural Development and Training (URDT) has evolved and refined an educational curriculum that empowers people to become creators, leaders, and entrepreneurs. These young women are changing our world. -
How Good Is Apple Pay’s Ecosystem?
How Well Does Apple Pay’s Ecosystem Meet Consumers’ and Partners’ Critical Needs?
by Patricia SeyboldHow viable is the Apple Pay ecosystem? Will all 15 categories of players required to support mobile payments play together nicely? Will all of these partners align to support consumers’ four critical moments of truth for mobile payments? -
There’s Gold in Those Customer Metrics!
Mine Them Well and Reap the Benefits of Loyalty and Increased Business
by Ronni MarshakWhat do your customers care about and how do they measure how well you help them succeed? The key is capturing Customer’s Success Metrics. Once you have, you can keep track of how well you’re doing and identify new opportunities for your company. -
How Customers Want to Get Their Products Fixed and Problems Resolved
Identifying and Measuring the Key Moments of Truth in "Break/Fix" Customer Scenario® Patterns
by Ronni MarshakWhen something breaks, customers want it fixed! And they want a common set of actions. Learn about this customer scenario pattern. -
10 Requirements for Personal Information in Health & Fitness Apps and Patient Portals
Personal Health Records Will Flip Control in the Healthcare Industry from Payers to Patients
by Patricia SeyboldCustomers want control over their health and medical information. What’s needed for a new wave of health & fitness apps? -
Contractor Do’s and Don’ts
Why Customer Experience Is So Important When Choosing a Contractor
by Ronni MarshakThere are a lot of missteps that service providers can make when trying to win someone’s business. Here are tips on what to do and what not to do. -
A Community Fights for Its Right to Healthcare
Customers Enlist Regulators to Preserve Services In Boothbay, Maine
by Patricia SeyboldElderly healthcare customers on the Boothbay peninsula in Maine are seeking help from Maine’s Health & Human Services’ regulators to keep 24-hour services local. MaineHealth requires seniors to drive dangerous roads at night for help. -
How Customers Want to Find and Purchase Your Products/Services
Identifying and Measuring the Key Moments of Truth in "Select & Buy" Customer Scenario® Patterns
by Ronni MarshakEach customer’s context is different, but there are patterns to what they care about in common scenarios. Measure how well you meet these customer priorities to ensure success. -
The CaringBridge Customer Ecosystem
Millions of People and Hundreds of Companies Align around Patients’ Health Journeys
by Patricia SeyboldCaringBridge.org’s apps and tools help to provide emotional support during a health crisis. Using an online journal and guest book, each patient can provide updates for friends and family to track. -
Ten Steps that May Save (or Improve) Your Life
Prepare Now to Engage as a Patient and/or Advocate for Someone You Love
by Patricia SeyboldLet Patients Help! by Dave deBronkart with Dr. Danny Sands is a valuable patient engagement handbook. This little book should be a key resource for you and your family. You’ll learn about important steps in taking charge of your own health.
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