Customer-Centric Culture

  • Can a Contest Improve the “Production of Health”?

    How Esther Dyson Is Using the Way to Wellville Challenge to Promote Collaborative Innovation

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    The Way to Wellville is a community health innovation contest among five communities in the U.S. The towns will have five years to dramatically improve health outcomes by focusing on the determinants of health, rather than on the treatment of disease.
    May. 9, 2014
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  • Inconsistent Customer Service Information from Bank of America

    Four Different CSRs; Four Different Responses

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    Trying 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!
    Apr. 17, 2014
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  • Assessing Customer Experience from the Outside In

    What Are Your Customer Experience Vital Signs?

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    To truly achieve a customer-centric focus, you must look from the outside-in. Consultant Andrew Spanyi says you must focus on measuring what matters to customers and link those metrics to the processes you monitor.
    Feb. 26, 2014
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  • How to Offer a Little Extra to Delight Customers

    My Most Recent Favorite Customer Experience Practices

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    Go beyond good – surprise and delight people with unexpected customer service. See examples from Amazon.com, Trader Joe’s, CVS, and BoltBus, with extrapolations for B2B organizations.
    Feb. 19, 2014
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  • How to Use VOC to Create Fitness Fans for Life

    Blair McHaney Uses Daily VOC to Improve Customer Experience and Front-Line Engagement at Gold’s Gyms in Washington

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    Meet visionary customer advocate Blair McHaney. He uses customer metrics and methods in daily operation, leveraging a customer-centric culture and Medallia VOC software.
    Jan. 23, 2014
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  • Recovering from the Crisis of Missed Holiday Deliveries

    How Well Are Etailers and Shippers Dealing with Customers’ Anger?

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    With so many packages not delivered in time for the holidays, etailers and delivery companies had a lot of explaining to do and apologies to make. What can be done to avoid this type of customer experience disaster next holiday season?
    Jan. 10, 2014
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  • My 2013 Holiday Customer Experience Heroes

    Lessons to be Learned from Customer Support at Small Companies: Standing Stone Farms and Geoff & Drew’s

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    Small businesses often provide the best customer experience because they offer a personal experience. What can your organization learn from these small companies?
    Dec. 19, 2013
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  • Cloud Computing in 2015

    End-Customers’ Priorities Will Drive Companies’ Customer Cloud Implementations

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    Customers 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?
    Dec. 13, 2013
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  • Why I Am No Longer a Sears Customer

    Sears.com Fails to Deliver on Promises

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    Sears has failed this shopper for the last time! Read the sad, sad story of hours wasted, responses not received, and powerless customer service agents following self-serving customer service practices.
    Dec. 5, 2013
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  • How Valuable and Sustainable Is Twitter’s Customer Ecosystem?

    What Is a Twitter End-Customer Worth to Investors?

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    Twitter is more than a company. It’s a customer ecosystem with seven layers of different types of players—each benefitting from their use of Twitter’s social media platform.
    Nov. 22, 2013
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  • Why the Healthcare.gov Insurance Exchange Bombed

    Policy Makers Insisted on a Customer-Unfriendly Workflow

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    The long-awaited U.S. government Federal health insurance exchange, healthcare.gov, went live on October 1, 2013 and quickly proved impossible to use. Would-be customers were subjected to long delays. Here’s why.
    Nov. 7, 2013
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  • Secret to Successful Customer Engagements

    Beware of These Four Things that Will Doom Your Customer-Centric Initiatives

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    If you want to involve customers in co-designing products, services, and/or customer-impacting business processes, you should know about, and avoid, these four common pitfalls.
    Sep. 27, 2013
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  • Four Reasons Why Customers Prefer Twitter for Customer Service

    Quick Response, Fast Action, Public Shame, & Instant Updates

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    Twitter is becoming the preferred customer service channel for many people. But many companies aren’t paying attention. Providing good customer service on Twitter could differentiate your firm and reduce support costs.
    Sep. 19, 2013
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  • Customer Co-Design and Customer Scenario Mapping

    A Philosophy for Customer-Centric Organizations and a Method for Instilling It

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    Customer-centric organizations should deliver on their mission by co-designing with customers. And the best method for realizing this goal is to work together to map out your customers’ important scenarios.
    Sep. 12, 2013
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  • Lumosity Harnesses 45 Million Brains

    A Customer Ecosystem Focused on Improving Our Brains’ Performance

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    Lumos Labs’ Lumosity is more than a set of brain-training games. It’s an ecosystem aligned around one customer-centric goal: helping people improve their brains’ performance.
    Sep. 6, 2013
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  • Good Service, but Missed Opportunity for Greatness

    A Recommendation for Peapod Grocery Delivery Service

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    Peapod grocery delivery service does a fine job of customer service, but a recent experience revealed a barrier between what they know about a customer and the customer service department.
    Aug. 30, 2013
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  • Owning the Customer’s Total Experience

    A Success Story for a Company that Didn’t Let a Customer Down in a Time of Need

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    When you fail to make sure that your customers have a great and successful experience, whether or not you are in control, you risk losing their business and hurting your brand. But ensuring your customers are successful reaps rewards!
    Aug. 15, 2013
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  • Agilent’s Virtuous Circle of Personalization

    Customer Experience, Content Strategy, and Marketing Automation Create a Machine that Drives Customer Engagement

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    Agilent offers lessons on achieving a highly personalized experience for customers of all stripes at all phases of engagement.
    Aug. 7, 2013
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  • Have We Consented to Government Surveillance?

    Do Citizens, Residents, and People in Other Countries Have a Right to Privacy in the Digital Age?

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    Edward Snowden’s whistle-blowing on the NSA, and Glenn Greenwald’s documentation of the technologies and processes used, are a wake-up call for citizens who believe that their private communications should remain private.
    Aug. 1, 2013
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  • Defining the Customer-Centric Organization

    What Are the Attributes and Behaviors that Define True Customer-Centricity?

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    Is 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.
    Jul. 25, 2013
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