Customers.com 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
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  • 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
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  • The Customer Revolution

    How to Thrive When Customers Are in Control

    by Patricia Seybold
    In The Customer Revolution, the essential truths of business today are identified: “The Internet economy is the customer economy, and the fundamental source of value in the new customer economy is customers.” In the customer economy, the depth of your customer relationships is directly proportional to the value of your business. Attracting and retaining customers will be the core competencies of successful firms. Companies will be increasingly valued based on how they build relationships with their customers and on those customers' long-term value to the company.
    Jun. 1, 2001
    All Members
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