Consumer Products & Services
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Customer Self-Service at Comcast
Limited Support for Key Self-Service Activities, FAQ-Centric Content, Poor Search
by Mitchell KramerIn this report, I de-scribe my experience in helping myself to customer service at comcast.com by performing key activities of self-service Customer Scenarios and evaluating that experience against our customer self-service framework. -
Customer Self-Service at Verizon
Excellent Support for Key Self-Service Activities
by Mitchell KramerIn this customer self-service test-drive report, I describe my experience in helping myself to customer service at verizon.com by performing key activities of self-service Customer Scenarios. -
Customer Self-Service at Verizon Wireless
Support for a Wide Range of Customer Service Activities; Limited Problem Diagnosis and Search
by Mitchell KramerIn this report, I describe my experience in helping myself to customer service at verizonwireless.com by performing key activities of self-service Customer Scenarios and evaluating that experience against our framework for customer self-service. -
National Instruments
A 30-Year History of Enabling Customer Innovation
by Patricia SeyboldNational Instruments fosters customer-driven innovation in many ways. -
Lego Mindstorms NXT
Powered by Customers’ Inventiveness
by Patricia SeyboldLEGO® MINDSTORMS™ has been Lego’s highest revenue producing product. It was developed (and enhanced) by Lego’s customers. -
Lessons in Customer Service
My Blackberry Experience with Verizon and Verizon Wireless
by Mitchell KramerThis report is a case study of my experience selecting, purchasing, installing, and using a BlackBerry, with communication services and customer service provided by Verizon Wireless and Verizon Wireless and billing by Verizon. -
Campaign Management at Nationwide Building Society
Improving the Cross-Channel, Cross-Lifecycle Customer Experience
by Mitchell KramerThis report is a case study that examines Nationwide Building Society’s activities to select new campaign management technology, to bring campaign management development and delivery in-house, and to plan for expanding campaign activities. -
Managing Product Content at Hewlett-Packard
A Practical, yet Innovative and Elegant Approach
by Mitchell KramerHewlett-Packard has designed, built, and implemented a system called HP Provisioner for managing its product content. This report is a case study that describes the motivation, approach, design, development, and implementation of HP Provisioner. -
Apple’s Lessons for the Rest of Us
Customer-Led Innovation
by Patricia SeyboldApple’s iPod strategy is paying off brilliantly. The popular iPod, with its iTunes legal music library, has created a halo effect for the rest of Apple’s computer business. -
The Future of Marketing and Branding
What Can We Learn from Watching 8- to 14-Year-Olds Interact with Markets and Brands around the World?
by Patricia SeyboldIntroducing a seminal global study on 8- to 14-year-old consumers. You’ll learn how today’s tween-agers will set the pace for tomorrow’s marketing and brand strategies. -
The Bekins Company
Moving into the Future with Web Services
by David MarshakThe Bekins Company has used a Web Services approach to create a virtual marketplace among its agents for tendering its home delivery. -
The Amazon/Office Depot Relationship for Selling Computer Components
Offering a Seamless Customer Experience across Multiple Business Partners
by Geoffrey BockAmazon and its business partners are raising the bar in multi-party-merchandising of commodity products. Amazon, Tech Depot, and Viking Components each provide essential content to create a seamless customer experience. -
Web Services Sell Groceries at Tesco.com
New Approach Provides Rich Customer Experience and Future-Proofs the Home-Shopping Application
by Susan AldrichTesco.com, the world’s most successful Internet grocer, is using Web Services to reach customers via handhelds and desktops. -
The Customer Revolution
How to Thrive When Customers Are in Control
by Patricia SeyboldIn The Customer Revolution, the essential truths of business today are identified: “The Internet economy is the customer economy, and the fundamental source of value in the new customer economy is customers.” In the customer economy, the depth of your customer relationships is directly proportional to the value of your business. Attracting and retaining customers will be the core competencies of successful firms. Companies will be increasingly valued based on how they build relationships with their customers and on those customers' long-term value to the company. -
Philips Consumer Electronics Gets Closer to Its Customers:
Personalization and Manufacturers’ Aisles Are Key Strategies for Customer and Dealer Loyalty
by David MarshakPhilips Consumer Electronics is working on a two-pronged approach to interacting with customers, capturing information about end customer visits and enabling dealers to provide Philips-branded manufacturers’ aisles. -
Duck Head Apparel Goes National on the Web
Non-Catalog Retailer Tackles E-Commerce
by David MarshakDuck Head Apparel, a brand of casual clothes sold through major retailers, launched its own online store—a major undertaking for a manufacturer that had never even had a catalog -
Bacardi Limited Leverages Groupware into Electronic Commerce
Providing a View into the Supply/Distribution Chain
by David MarshakNo Description Available
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