• Blog
• Articles
• Books
• Training
• Consulting

Measure What Matters to Your Customers

• Five Steps to Success in Designing a Customer-Centric Business

  Chapter 1 – Customers.com 2.0

  by Patricia Seybold

  A 5-step prescription for customer-centric executives to design new businesses or re-focus existing organizations and win customers for life.
  Feb. 4, 2010

  Strategies

  

• How Customers Want to Plan for Retirement with Financial Security

  Identifying and Measuring the Key Moments of Truth in the “Planning for Retirement” Customer Scenario^® Pattern

  by Ronni Marshak

  Customer 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 scenario of planning for retirement.
  May. 14, 2009

  Strategies

  

• 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 Marshak

  Customer 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.
  Apr. 30, 2009

  Strategies

  

• How Customers Want to Upgrade to a New "Model"

  Identifying and Measuring the Key Moments of Truth in "Product/Service Upgrade" Customer Scenario^® Patterns

  by Ronni Marshak

  Customer 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 a typical upgrade scenario.
  Feb. 26, 2009

  Strategies

  

• What Belongs on Your Customer Dashboard?

  Design Your Customer Dashboard to Monitor Performance on Customers' Moments of Truth

  by Susan Aldrich

  Tracking customer KPIs may be the cheapest bottom line boost available this year. Here’s what you should track, and why.
  Feb. 5, 2009

  Strategies

  

• How Customers Want to Plan a Special Event

  Identifying and Measuring the Key Moments of Truth in "Event Planning" Customer Scenario^® Patterns

  by Ronni Marshak

  Customer 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 event-based event planning scenario.
  Oct. 15, 2008

  Strategies

  

• How Customers Want to Return or Exchange a Product

  Identifying and Measuring the Key Moments of Truth in Return/Exchange/Cancel Customer Scenario^® Patterns

  by Ronni Marshak

  Customer 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 a typical return/exchange/cancel scenario.
  Sep. 11, 2008

  Strategies

  

• 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

  

• Chief Customer Officer

  Jeanne Bliss Explains How to Overcome Organizational Barriers to Attain a Customer-Centric Culture

  by Patricia Seybold

  This book, Chief Customer Officer, is an accurate and useful guide that will help anyone understand how to move your organization through the steps required to shift your company’s culture to deliver a great customer experience.
  Jul. 13, 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

  

• Identifying Operational Customer Experience Metrics

  How to Spot What Matters Most to Customers and Turn Those “Moments of Truth” into Metrics You Can Track

  by Patricia Seybold

  This report provides an overview of operational customer experience metrics: What are they? Why do they matter? How do other companies identify and monitor them? How might you discover your customers’ metrics?
  Aug. 4, 2005

  Strategies

  

• Monitor Your Quality of Customer Experience

  QCE vs. QoE: Monitor Operational Performance on the Things That Impact the Quality of Your Customer’s Experience with Your Brand

  by Susan Aldrich

  Understanding how Quality of Customer Experience (QCE) metrics differ from quality of experience (QoE) metrics will help you deliver the quality of experience your customers expect
  Aug. 2, 2005

  Strategies

  

• Establishing Customer Experience Metrics Using Customer Scenario Maps

  Developing Your Customer Flight Deck

  by Susan Aldrich

  Use customer metrics and moments of truth you identify in your Customer Scenario® Maps to create your QCE measurements.
  Jun. 9, 2005

  Strategies

  

• Design Your Quality of Customer Experience (QCE) Scorecard

  Create a Small, Focused Set of Metrics; Measure What Matters to Your Customers

  by Patricia Seybold

  We offer three best practice examples and describe the eight steps you can take to create your own QCE(SM) Scorecard.
  Mar. 24, 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

  

• 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 Seybold

  In 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.
  Oct. 7, 2004

  Strategies

  

• Banks Measure What Matters to Customers—and Improve Service

  Leading Practitioners Now Measure the Quality of Customer Experience

  by Patricia Seybold

  Banks and other financial services firms are focusing on the Quality of Customer Experience for critical customer scenarios. Here are a couple of examples of how banks are measuring and improving what matters to their prospects and customers.
  Sep. 23, 2004

  All Members

  

• Customer Scenario Patterns: Are You Making It Easy for B2B Customers to Select and Buy Your Products? (Part 2)

  Anticipating the "Moments of Truth" that Surface Consistently in B2B Customers' Scenarios

  by Patricia Seybold

  In many customer scenarios, there are common moments of truth that emerge despite differences in the customers' businesses. This report looks at those moments of truth that surface consistently in B2B select & buy scenarios.
  Jun. 17, 2004

  Strategies

  

• Customer Scenario Patterns: Are You Making It Easy for B2B Customers to Select and Buy Your Products? (Part 1)

  Unpacking "Moments of Truth" that Surface Consistently in B2B Customers' Scenarios

  by Patricia Seybold

  Before you begin a Customer Scenario® Mapping exercise, you should capture the context of the scenario.
  Jun. 3, 2004

  Strategies

  

• Gathering Customers' Real Requirements

  Uncovering Customers' Moments of Truth

  by Patricia Seybold

  Gathering 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.
  Jul. 3, 2003

  Strategies