Deliver Seamless Customer Experience
- « previous
- Page 3 of 4.
- next »
-
Federated Customer Information
A Practical Approach to Breaking through Customer Information Silos
by Mitchell KramerCustomer information is the key to delivering a cross-channel, cross-lifecycle customer experience that makes it easy for your customers to do business with you. In this report, we describe a best practices approach for harnessing customer information. -
Meeting the Customer Experience Challenge
What’s Your Current Situation? What’s Your Vision?
by Patricia SeyboldHow 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. -
Branded Customer Service
Barlow and Stewart Promote a Strong Linkage between Brand and Customer Service
by Patricia SeyboldThis book educates you about the differences between on-brand and off-brand customer service delivery. -
Survey: How Companies Apply Software to Improve Customer Service
Companies Want to Deliver an Effective Customer Experience for Customer Self-Service
by Susan AldrichIn March through May of this year, we surveyed 194 business and technology managers to identify the business and technology drivers behind customer service. -
Establishing and Nurturing a Customer-Centric Culture
Lessons Learned from the Masters (Caterpillar Financial Services, Harrah’s Entertainment, and Lands’ End)
by Patricia SeyboldHow do you build and nurture a customer-centric culture? Here are some lessons learned from three very different kinds of companies: Caterpillar Financial Services, Harrah’s Entertainment, and Lands’ End. -
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 SeyboldHere’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. -
QCE Resolutions
Focus on What Matters Most to Your Customers
by Patricia SeyboldAre you interested in providing or improving your customer experience in 2005? Then start by focusing on these five areas. -
VP of Customer Intelligence
Patty's Dream Team: Roles and Responsibilities You'll Need for Your Customer-Centric Organization
by Patricia SeyboldThe first priority of your VP of customer intelligence should be to act as the custodian for the information that your customers care about. -
Sr. IT Architect for Cross-Channel Customer Experience
Patty's Dream Team: Roles and Responsibilities You'll Need for Your Customer-Centric Organization
by Patricia SeyboldIn order to deliver a great cross-channel experience to customers and partners, you’ll need to have a seasoned IT architect who is responsible for designing and evolving your application Architecture, services, and middleware to be customer adaptive. -
Best Practices in Dealing with Consumers’ Cross-Channel Retail Behavior
Meeting Consumers' 'Moments of Truth' as They Shop across Channels
by Patricia SeyboldMany 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 -
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 SeyboldWe 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. -
Gathering Customers' Real Requirements
Uncovering Customers' Moments of Truth
by Patricia SeyboldGathering 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. -
It's a Matter of Trust
In Consumer Customer Scenarios®, Don't Underestimate the Importance of a Trusted and Independent Third Party
by Ronni MarshakConsumers are often resistant to buying from manufacturer’s Web sites. What can you do establish trust and increase your sales? -
Common Pitfalls to Avoid in CRM
Think Customer-Managed Relationships (CMR) First and You’ll be On the Right Track
by Patricia SeyboldMany CRM initiatives aren't gaining traction because they've been implemented poorly. We've found eight common problems that keep CRM efforts from taking off. -
The Future of Contact Centers
Rather than Going Away, They Will Be a Point of Consolidated Information and Functionality
by Ronni MarshakContact center solutions today provide a key set of capabilities which will, in the future, need to be enhanced to meet customer needs. -
Who "Owns" the Customer in Your Company?
Announcing our Customer Manifesto. Your Customers Will Soon Resolve Your Company’s Territorial Conflicts—Are You Ready?
by Patricia SeyboldCustomers are demanding control over their relationships and their information. We summarize these demands in our Customer Manifesto and offer implementation tips, best practices, and six steps to success. -
Of Mergers and Brands
Quality of Customer Experience(SM) Suffers in Most Mergers--Thoughts about Sears/Lands' End and HP/Compaq
by Patricia SeyboldCan merged companies, such as HP/Compaq and the proposed Sears/Lands’ End maintain a superb customer experience? -
Workflow Is Not Dead; It’s Just Buried
Meta-Process Management and Web Services Will Lead to the Era of Adaptive Business Process Management
by Ronni MarshakThe workflow tools of the 1990s haven't gone away; they have become embedded in enterprise applications. -
Closed-Loop Meta-Process Management
Gaining Visibility into Linked Processes that Address Customer Scenarios
by Ronni MarshakIn order to address customer scenarios, multiple business processes must be launched and linked. -
Ronni Marshak on Customer Experience: Multi-Channel Shopping
A Commerce Experience Should Be a Blended One
by Ronni MarshakMost of us mix and match touchpoints in a blended-channel shopping experience.
- « previous
- Page 3 of 4.
- next »
