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Align around Customer Outcomes

• Selecting a Mobile Phone Family Plan for a Family in Transition

  Moments of Truth in Consumer Telecommunications

  by Ronni Marshak

  When the kids go off to college, a family needs a new mobile phone plan to support multiple locations. In this Test-drive, we apply the Product Select and Buy Customer Scenario pattern and its key Moment of Truth.
  Jul. 5, 2007

  Strategies

  

• What Customer-Centric Visionary Execs Are Doing in 2007

  Customer-Outcome-Driven Businesses, Disappearing Home Pages, and Other Trends

  by Patricia Seybold

  Want to know what’s on customer-centric execs’ minds? Here’s an overview of some of the topics discussed at Patty Seybold’s Spring 2007 Visionaries’ Meeting.
  May. 17, 2007

  All Members

  

• Research, Compare, and Select a New Retail Bank

  Customer Experience Test Drive of: Bank of America, Citibank, and Wells Fargo

  by Ronni Marshak

  We apply the Product Select and Buy Customer Scenario pattern and its “I want to find the product or service that best addresses my requirements” Moment of Truth to a customer’s research, comparison, and selection activities for a new retail bank.
  May. 3, 2007

  Strategies

  

• Outside In

  What’s Beyond Web 2.0 and Enterprise 2.0? Biz 3.0!

  by Patricia Seybold

  Tim O’Reilly got the world thinking in new ways about the Internet with his principles of Web 2.0. Expanding from these principles, we can define the next generation of business, or Biz 3.0.
  Apr. 19, 2007

  All Members

  

• Customer Co-Design in Rural Uganda

  How URDT Empowers Grass Roots Creativity

  by Patricia Seybold

  See how the URDT worked with Ugandan villagers to tackle issues of rural development. The approach they took is one that can be applicable for your organization as it works with customers to create innovative solutions.
  Mar. 8, 2007

  All Members

  

• How to Get From Product 2.0 to BIZ 3.0

  Redeploy your Product-related Web 2.0 Services to Help Customers Reach Their Goals

  by Patricia Seybold

  Web 2.0 offers the ability to support each product lifecycle phase with Internet-enabled services. We call this approach: Product 2.0.
  Feb. 15, 2007

  All Members

  

• Building Interactive Feedback into Your Products and Surrounding Services

  How Koko Fitness Enables Four Kinds of Interactive Feedback

  by Patricia Seybold

  How could your company benefit from building data gathering and interactive feedback into the products and services you offer? Learn how from Koko Fitness.
  Nov. 16, 2006

  All Members

  

• Move Over Portals; Prepare for Scenario Nets!

  The Next E-Business Model: Task-Specific Cross-Company Workflows

  by Patricia Seybold

  We’ve invented a new e-business model. We call it Scenario Nets—interlinked Web sites that help you complete a complex task.
  Oct. 20, 2006

  All Members

  

• Landscape Forms’ Use of GE ColorXpress® Services Customer Innovation Center for a New Product Launch

  Launching a New Product Line Based on Customers’ Input

  by Patricia Seybold

  Landscape Forms, an industry leader for the design and manufacturing of outdoor site furniture, worked hand-in-hand with GE ColorXpress® Services Customer Innovation Center experts to help create a bold new product line.
  Sep. 28, 2006

  Strategies

  

• 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

  

• Koko Fitness

  Discovering Baby Boomers’ Health and Fitness Issues

  by Patricia Seybold

  Koko Fitness is a new start-up company that was designed from the outside in—starting with customers’ desired outcomes.
  Apr. 13, 2006

  All Members

  

• 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

  

• 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

  

• Nurturing Customer Loyalty in the B2B World

  Know and Nurture Your Internal Advocates

  by Patricia Seybold

  We spend a lot of our time these days working with the customer advocacy and customer experience teams at large software and systems companies.
  May. 26, 2005

  All Members

  

• Building Buy-In for Customer-Centric Initiatives

  Facilitate Group Interviews with Key Stakeholders to Build Trust and Momentum

  by Patricia Seybold

  Use this group interview technique to build a shared mental model of both current reality and a vision for the customer experience you’d like to be able to deliver.
  Apr. 21, 2005

  Strategies

  

• 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

  

• E-Merchandising at drugstore.com

  How drugstore.com Organizes and Automates Product Merchandising and Marketing

  by Susan Aldrich

  At drugstore.com, constant on-site promotions, internet advertising, and a 30 percent annual turnover in SKUs are managed with a high degree of consistency.
  Mar. 25, 2004

  All Members

  

• From Scenarios to Solutions: Use Cases

  Mapping Customer Scenarios to Use Cases

  by Robert Eugene Shelton

  This report shows how to map Customer Scenarios to Use Cases and describes how to determine when and if such mapping is appropriate for your organization and situation.
  Nov. 26, 2003

  All Members