Deliver Seamless Customer Experience

  • Don’t Blindside Your Customers

    Bankofamerica.com Neglects to Warn Customers of a Glitch that Requires Customer Attention

    by
    When there is an emergency service interruption to your customer experience, it’s important to have processes in place to remedy the situation. Bank of America missed that opportunity and was deluged with calls from frustrated and annoyed customers.
    Jul. 26, 2012
    All Members
    click to read more
  • Setting Expectations for Customer Co-Design and Other Customer-Facing Engagements

    The New CSM Guidebook: Part 4: Setting Expectations

    by
    No matter how well prepared you are for your customer-facing events, you won’t be completely successful if the expectations of participants haven’t been clearly set. Here are tips for setting the expectations of customers, partners, and internal stakeholders.
    Jun. 14, 2012
    Strategies
    click to read more
  • Managing Customer Innovation at Alaska Airlines

    Alaska Airlines Combines Customer Innovation with E-Commerce & Mobile

    by
    As Managing Director, AlaskaAir.com and Customer Innovation, Curtis Kopf combines ecommerce, mobile, and customer innovation in a single role focusing on giving information and control to customers in the areas of their lives they care about the most.
    May. 31, 2012
    Strategies
    click to read more
  • Handling the Logistics of a Customer Scenario® Mapping Session

    The New CSM Guidebook: Part 2: Logistics Check List

    by
    Preparing a customer-facing engagement can be a logistics nightmare. Here is a checklist of the details required to run a successful Customer Scenario® Mapping session, which is a superset of all the logistics required for a great customer engagement.
    Apr. 12, 2012
    Strategies
    click to read more
  • What's Your Customer Cloud Strategy?

    Twelve Customer Requirements to Include as Your Firm Migrates to Cloud Computing

    by
    A “customer cloud” is the virtual project space where your customers can securely access, keep track of, and manage the assets they’ve bought from you as well as any related projects in which they’re engaged.
    Feb. 9, 2012
    All Members
    click to read more
  • Build Community Around "My Stuff"

    How Will Online Communities and Social Networks Evolve?

    by
    Online customer support communities and social networks need to be integrated into the tools that customers use to manage their stuff.
    Nov. 10, 2011
    All Members
    click to read more
  • Developing Applications to Improve Customer Experience

    Bridging the Arbitrary Product Line and Channel Silos that Drive Your Customers Crazy

    by ,
    Customers are annoyed when they don’t encounter a seamless experience as they interact across touchpoints or product lines. Learn how to approach developing applications that are seamless for customer, partners, and employees.
    Oct. 13, 2011
    All Members
    click to read more
  • Brand Loyalty

    The Direct Path to Customer Satisfaction, Referrals, and Revenue

    by
    The combination of great products and a great customer experience will keep customers loyal to your brand.
    Oct. 6, 2011
    All Members
    click to read more
  • Apple Sacrifices Customer Experience for Revenue

    Lowering Customer Satisfaction by Adding Friction to a Seamless Experience

    by
    Apple is exacting a higher commission on digital media purchased from within publishers’ own iPhone apps, forcing them to modify the seamless customer experience. The result is angry customers and a potential hit to the Apple brand.
    Aug. 4, 2011
    All Members
    click to read more
  • Key Role: SVP of Cross-Channel Customer Experience (or Equivalent)

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

    by
    What’s the one role that makes the most difference in a company’s ability to “make it easy for your customers to do business with you”? An SVP of customer experience (or equivalent).
    Jul. 28, 2011
    Strategies
    click to read more
  • Optimizing the Airline Passenger Experience

    Putting Customer Experience First Often Seems Impossible in a Complex Real World Setting

    by
    With so many interdependent moving parts, priorities, and seemingly “out of our control” events (like bad weather and mechanical failures), it’s supremely difficult for airlines to deliver a great customer experience, yet there are ways to do it.
    Jul. 14, 2011
    Strategies
    click to read more
  • Living and Working in "the Cloud"

    How Digital Services are Reshaping Our Lives

    by
    Are you addicted to digital services, mobile apps, cloud computing, SaaS, social media, and digital media? Here are some things to think about before it’s too late!
    Jun. 2, 2011
    Strategies
    click to read more
  • End-to-End Customer Experience

    Do You Have Someone to Hold Your Customers’ Hands All the Way to Success?

    by
    Customers hate complexity! What they really want is for someone else—whether it is your organization or a third party—to manage the complexity for them! Learn what makes a good customer project/account manager.
    Feb. 10, 2011
    All Members
    click to read more
  • Apple's Amazing Comeback

    How Apple Catapulted Beyond Microsoft, Google, Dell, Sony, IBM, Amazon, and HP in the Hearts and Minds of Customers

    by
    How did Apple become one of the most valuable companies in the world, surpassing Google, Microsoft, Wal-Mart, Disney et al?
    Sep. 30, 2010
    All Members
    click to read more
  • What Can Damage Apple's Amazing Customer Experience and Brand?

    Network Congestion Will Be a Challenge Even to Steve Jobs

    by
    Apple always offers a great customer experience. Yet it has chosen partners who fall down on the job. And, as you can do more with Apple products, network congestion can make the experience less than ideal.
    Jun. 17, 2010
    All Members
    click to read more
  • How to Approach Customer Experience Management

    An Overview of Patricia Seybold Group’s Recommended Game Plan

    by
    In this report, you’ll learn how the Patricia Seybold Group defines and approaches customer experience management.
    May. 27, 2010
    All Members
    click to read more
  • The Not So Friendly Route to Flying the Skies

    Lessons Learned from Customers’ Moments of Truth in Multi-Leg Travel Planning

    by
    There are lessons to be learned from the complex customer scenario of planning a multi-leg trip. These lessons can help you make complex transactions less daunting for customers.
    Apr. 1, 2010
    Strategies
    click to read more
  • Identifying the Problems in Your Cross-Channel Customer Experience

    Borrowing the “Mystery Shopper” Model from Retail

    by
    We recommend taking a cue from retailers—employ “mystery shoppers” who give your customer experience people and processes a thorough test drive!!
    Dec. 10, 2009
    Strategies
    click to read more
  • Rethinking CRM: Provide Customers the Information They Care about in a Seamless Fashion

    Customers Don’t Want to Be Managed; They Do Want Good Experiences and Outcomes

    by
    The secret to a successful CRM strategy is a seamless cross-touchpoint, cross-channel and cross-lifecycle experience. Let your customers manage their relationships with you, not vice versa. Focus first on customer service, not on sales or marketing.
    Aug. 21, 2008
    Strategies
    click to read more
  • Provide a 360-Degree View of the Customer Relationship

    Leading the Way to Customer Loyalty and Profitability

    by
    The fourth critical success factor originally introduced in Customers.com is “Provide a 360-degree view of the customer relationship.”
    Jan. 25, 2006
    All Members
    click to read more