Make It Easy for Your Customers to Get Things Done
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Identifying the RIGHT Customers for CABs
You Want Customers with Insights and Passion for the “Jobs” They Do
by Patricia SeyboldWhom should you invite to be on your Customer Advisory Board? The answers may surprise you. Try recruiting insightful, strategic thinking end-users rather than purchasers or decision-makers. -
Top 12 CX Issues for Business Customers
How to Improve Customer Experience thru your Customer's Lifecycle
by Patricia SeyboldWhat does it take to satisfy your business customers? A lot. First, you need to understand who they are, what jobs they are doing, and where your products and services fit in. Next, you need to know where the pitfalls are likely to be in the customer journey as they engage with your firm and your products throughout the lifecycle of their relationship with you. We have worked with thousands of businesses and their customers over the past three decades. We have identified recurring customer experience expectations and patterns from these co-design sessions. In this article, we summarize the dozen customer-critical customer experience issues that are cuurently the most prevalent in B2B accounts. Then we report on what customers' expectations are and suggest ways you could meet those expectations. -
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? -
Customer Experience and Operational Excellence Success in B2B
by Andrew SpanyiRead why it's best practice to combine your Customer Experience initiatives with your Operational Excellence initiatives. You'll streamline business processes and reduce cycle time in the areas that matter most to customers. -
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! -
We’ll Get Back to You
Callback Technology Can Give Customers Back the Time They Spend Waiting to Talk to You
by Ronni MarshakWe all hate waiting on hold. With automated callback technology, we may never have to again! But you have to make sure that you manage your implementation well so customers are never stuck waiting for a call that never comes. -
Customer Journey Mapping
How to Ensure that Your Customer Experience Journey Map Reflects Your Customers’ Scenarios
by Patricia SeyboldHere’s how to create a Customer Experience Journey Map. Map the ideal experience for key customer segments. Identify the customers’ Moments of Truth in each Customer Scenario. Combine these as the backbone of your end-to-end customer journey. -
Do’s and Don’ts of Telephone Support
Making It Easy to Navigate through IVR Hell and Get a Positive Telephone Support Experience
by Ronni MarshakThink you provide great customer service? When did you last check out what your customers experience when they call your support line? Are they stuck in an infinite IVR loop? And, when they get to a real person, are their issues resolved? -
Inconsistent Customer Service Information from Bank of America
Four Different CSRs; Four Different Responses
by Ronni MarshakTrying to sign up to automatically pay my new Bank of America credit card balance each month turned into a long, frustrating mess because of inconsistent processes and the fact that not all CSRs knew what could be done! -
My 2013 Holiday Customer Experience Heroes
Lessons to be Learned from Customer Support at Small Companies: Standing Stone Farms and Geoff & Drew’s
by Ronni MarshakSmall businesses often provide the best customer experience because they offer a personal experience. What can your organization learn from these small companies? -
Cloud Computing in 2015
End-Customers’ Priorities Will Drive Companies’ Customer Cloud Implementations
by Patricia SeyboldCustomers want access to their information from anywhere and from any device. The best way to provide that access is via the cloud. By 2015, we predict that customer clouds will abound. Will you be ready? -
Defining the Customer-Centric Organization
What Are the Attributes and Behaviors that Define True Customer-Centricity?
by Ronni MarshakIs yours a truly customer-centric organization? See how well you stack up to the attributes and behaviors that characterize an organization that holds customers at the core. -
Customizing Greeting Cards Online
How Well Did American Greetings and Hallmark Meet My Customer Scenario?
by Ronni MarshakGoing through a card-buying scenario identified some important lessons for all businesses about keeping promises and providing a seamless experience throughout your customer ecosystem. -
Exploring the Five Customer-Centric Habits
Necessary Qualities for Executives and Organizations
by Ronni MarshakWhat are the habits that successful customer-centric executives share? Rob Thompson of CustomerThink has identified 5, and we add our Customers.com perspective. -
CX Audit: JCP.com
Is Jcp.com Strong Enough to Help Save JC Penney?
by Ronni MarshakJC Penney is in crisis. Can the 15 year-old etailing site, jcp.com, help turn around this failing American brand? -
What Makes Amazon Tick?
Understanding the Levers that Amazon Uses to Run Its Business
by Patricia SeyboldAmazon’s strategic intent is to be the most customer-centric company and to offer the earth’s biggest selection of products. But what are the underlying goals and strategies the company uses to deliver on those promises? -
Utility Customer Experiences: Stark Contrasts in Dealing with NStar and National Grid
What Each Did Right and What Needs Improvement When Helping Customers in Need
by Ronni MarshakRead the best (and worst) practices demonstrated by NStar and National Grid as they help customers deal with a repair. -
Amazon’s Next Moves
It’s a Customer Ecosystem Poised to Become an Increasingly Important Part of Our Lives
by Patricia SeyboldAmazon isn’t “just” an online retailer; it’s a vibrant and layered customer ecosystem designed to help you get things done faster and cheaper. Amazon phones will bring added convenience. Amazon’s ads will be more relevant than Google’s or Facebook’s. -
The Emotional Rollercoaster within Customer Scenarios
Most Customer Scenarios Bring Out Mixed Customer Emotions; Are You Prepared to Respond to Them?
by Ronni MarshakWhat emotions are customers feeling as they get things done? How can you anticipate and respond to customers’ negative emotions?
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