Make It Easy for Your Customers to Get Things Done
- « previous
- Page 3 of 5.
- next »
-
Why Apple's iCloud Service Will Be Successful
iCloud Service Provides Much-Needed Seamless Synchronization of Digital Media and Applications
by Patricia SeyboldApple’s iCloud offering is misunderstood. It’s not a streaming audio/video service. It’s a “keep my life in synch across my devices” service. -
Living and Working in "the Cloud"
How Digital Services are Reshaping Our Lives
by Patricia SeyboldAre 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! -
Providing Consistent Customer Support
A Great Experience Shouldn’t Depend on the Luck of the Draw as It Does with Dell's Support Processes
by Ronni MarshakDell’s current support processes don’t appear to provide consistent answers nor one-touch problem resolution. How well does your company address customers’ moments of truth when resolving problems? -
Is User-Centered Design the Missing Link?
Bridging the Gaps Between Customer Experience and Product Development
by Patricia Seybold, Ronni MarshakEmpower UX professionals and embed them within your business units to help product managers and developers identify customer needs and develop products that are easy to use and to adopt, easy to support, and on target to meet a critical end-user need. -
Nature's Scitable: Going Mobile
Why Scitable Chose a Mobile Web Strategy Over a Mobile App Strategy for Its First Mobile Initiative
by Patricia SeyboldWhat’s the best mobile strategy to embrace if you want to reach mobile users around the world and get optimized search placement? Here’s what Nature Education’s Scitable division did. -
Using Smartsheet to Work with "Customers"
The Center for Cartoon Studies and the New York Charter School Association Extend a New Project Management Tool to Solve Problems For and With Their "Customers"
by Ronni MarshakThe New York Charter Schools Association and the Center for Cartoon Studies have adopted the cloud-based, spreadsheet-like Smartsheet collaborative project management tool to solve significant problems for their customers. -
Designing/Refining Your Mobile Strategy
Fourteen Approaches to Consider as You Reach Out to Customers Using Mobile Devices
by Patricia SeyboldMobile phones will soon surpass computers as the most prevalent way to do business online. Your business needs a mobile strategy. Here’s how to think about it. -
User Interfaces Shouldn't Just Be Intuitive
To Make Things Easy to Use, Make Them Obvious!
by Ronni MarshakWhen you are designing a product or service, make sure that you are as clear as possible when you design the user interface. Take the guesswork out, and make it all obvious! -
Treating Your Customers with Respect
Provide Concerned, Engaged, and Accurate Customer Service or Risk the Customer Relationship
by Ronni MarshakThe difference between a great customer experience and a disastrous one is how the customer is treated after presenting a problem. Here are three different examples. -
Dell Support Fails at Providing a 360-Degree View
Customer-Facing Employees Don’t Seem to Share Customer Context or Company Policy Information
by Ronni MarshakProviding a 360-degree view of all your customer interactions to your customers is vital. But you also have to provide a 360-degree of your internal policies and processes to all customer-facing employees. Dell didn't do that with unhappy results. -
I Need Help Now!
Providing Customer Support When and Where They Need It
by Ronni MarshakIn a crisis situation, customers need service fast, regardless of the details of their service level agreements. -
Map Ideal Customer Experiences with Cross-Functional Teams
Why and When to Map Customer Scenarios with Internal Stakeholders
by Ronni MarshakThere’s great value in using the Customer Scenario Mapping technique internally as a tool that helps your employees become more customer-centric, even without direct customer engagement. -
The Not So Friendly Route to Flying the Skies
Lessons Learned from Customers’ Moments of Truth in Multi-Leg Travel Planning
by Ronni MarshakThere 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. -
Five Steps to Success in Designing a Customer-Centric Business
Chapter 1 – Customers.com 2.0
by Patricia SeyboldA 5-step prescription for customer-centric executives to design new businesses or re-focus existing organizations and win customers for life. -
Building a Customer-Centric Company: Lessons Learned
Advice to Customer Experience Executives from Aisling Hassell
by Aisling HassellTips from the trenches on how to succeed as a Customer Experience executive. -
An Unexpected Customer Experience with the Registry of Motor Vehicles
A Great Customer Experience Story
by Ronni MarshakThe Massachusetts Registry of Motor Vehicles provides an excellent customer experience when renewing your driver's license online. Obviously, whoever designed the site thought through the customer’s point of view! -
Do's and Don'ts of Phone Support
Making It Easy to Navigate through IVR Hell!
by Ronni MarshakAre your customers stuck in the infinite loop of IVR hell? These do's and don'ts can help you create an effective phone support channel that can improve relationships instead of frustrating customers. -
Nature Reinvents Textbooks
Scitable: A NextGen Ecosystem for Learning & Teaching Science
by Patricia SeyboldNature Education has an innovative replacement for college textbooks. It’s an online resource and classroom with a network of subject matter experts. And it’s free to students and faculty. -
How Customer-Centric Visionaries Make Information Valuable
Make Information Actionable and Connect People to People
by Patricia SeyboldVisionaries—ebusiness leaders—take content very seriously. They don't just post it; they make it multi-dimensional and actionable. -
How Customers Want to Learn a New Skill
Identifying and Measuring the Key Moments of Truth in the Customer Scenario® Pattern of Acquiring a Skill
by Ronni MarshakCustomer scenarios fall into patterns. It‘s valuable to know these patterns ahead of time so you can focus on how to differentiate the experience you offer. This report focuses on the outcome-based acquiring a skill scenario.
- « previous
- Page 3 of 5.
- next »
