Measure What Matters to Your Customers
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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. -
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 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 scenario of planning for retirement. -
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. -
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 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 a typical upgrade scenario. -
What Belongs on Your Customer Dashboard?
Design Your Customer Dashboard to Monitor Performance on Customers' Moments of Truth
by Susan AldrichTracking customer KPIs may be the cheapest bottom line boost available this year. Here’s what you should track, and why. -
How Customers Want to Plan a Special Event
Identifying and Measuring the Key Moments of Truth in "Event Planning" Customer Scenario® Patterns
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 event-based event planning scenario. -
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 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 a typical return/exchange/cancel scenario. -
Building Interactive Feedback into Your Products and Surrounding Services
How Koko Fitness Enables Four Kinds of Interactive Feedback
by Patricia SeyboldHow could your company benefit from building data gathering and interactive feedback into the products and services you offer? Learn how from Koko Fitness. -
Chief Customer Officer
Jeanne Bliss Explains How to Overcome Organizational Barriers to Attain a Customer-Centric Culture
by Patricia SeyboldThis 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. -
Koko Fitness
Discovering Baby Boomers’ Health and Fitness Issues
by Patricia SeyboldKoko Fitness is a new start-up company that was designed from the outside in—starting with customers’ desired outcomes. -
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 SeyboldThis 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? -
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 AldrichUnderstanding 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 -
Establishing Customer Experience Metrics Using Customer Scenario Maps
Developing Your Customer Flight Deck
by Susan AldrichUse customer metrics and moments of truth you identify in your Customer Scenario® Maps to create your QCE measurements. -
Design Your Quality of Customer Experience (QCE) Scorecard
Create a Small, Focused Set of Metrics; Measure What Matters to Your Customers
by Patricia SeyboldWe offer three best practice examples and describe the eight steps you can take to create your own QCE(SM) Scorecard. -
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 SeyboldAre 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 -
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. -
Banks Measure What Matters to Customers—and Improve Service
Leading Practitioners Now Measure the Quality of Customer Experience
by Patricia SeyboldBanks 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. -
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 SeyboldIn 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. -
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 SeyboldBefore you begin a Customer Scenario® Mapping exercise, you should capture the context of the scenario. -
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.
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