Customer-Centric Culture

  • Peer-to-Peer Business Models

    Facilitating “Matchmaking” between Individuals for Fun and Profit

    by
    Lyft helps individuals who need a ride match up with people who have a car and want to earn a few bucks by giving them rides, a great example of a p2p business. Is there something in this p2p model for your company?
    Jul. 12, 2013
    All Members
    click to read more
  • Improving Wretched Customer Service

    Beyond Giving CSRs Authority—Giving Them the Ammunition to Provide Great Service

    by
    What makes well-intentioned customer service so bad? Martha Brooke of Interaction Metrics offers four common mistakes, and we look at how to empower CSRs to avoid these mistakes.
    Jul. 3, 2013
    All Members
    click to read more
  • DuckDuckGo Respects Our Privacy

    Fast, Simple Search with an Open Customer-Friendly Ecosystem

    by
    People who are concerned about online privacy are switching to search engine DuckDuckGo. Users are pleasantly surprised by, and engaged in, its rapid evolution.
    Jun. 28, 2013
    All Members
    click to read more
  • Customizing Greeting Cards Online

    How Well Did American Greetings and Hallmark Meet My Customer Scenario?

    by
    Going through a card-buying scenario identified some important lessons for all businesses about keeping promises and providing a seamless experience throughout your customer ecosystem.
    Jun. 20, 2013
    All Members
    click to read more
  • Customer Co-Design for Elder Independence

    Approach for Elders to Age in Their Homes

    by
    Dr. Allan Teel's new book  tells the remarkable story of an innovative “virtual assisted-living” program that was co-designed with 40 elders in Maine and is now rolling out across the country. 
    Jun. 13, 2013
    All Members
    click to read more
  • Supporting the Demand (Customer) Chain

    Start with the End-Customers, but Make Sure You’re Making It Easy for Every Stakeholder Between You and Them

    by
    In order to delight your end-customer, you have to understand the needs and scenarios of every participant in your demand chain (or, as we like to think of it, the customer chain).
    Jun. 6, 2013
    All Members
    click to read more
  • Tackling a Wicked Problem: Water Issues!

    How the Delta Dialogues Project Is Using Dialogue Mapping to Build Shared Understanding

    by
    The Sacramento–San Joaquin Delta Conservancy wanted to engage key stakeholders in planning the future of California’s fresh water supply. They used CogNexus Group’s Dialogue Mapping™ to build shared understanding among polarized players.
    May. 30, 2013
    All Members
    click to read more
  • How to Address “Wicked Problems”

    Use Dialogue Mapping to Build a Shared Understanding and Evolve a Group’s Thinking

    by
    Jeff Conklin’s book, Dialogue Mapping: Building Shared Understanding of Wicked Problems, is a “must read” for people in groups grappling with intractable issues and/or for people who are designing products or solutions. Here’s why.
    May. 23, 2013
    All Members
    click to read more
  • Exploring the Five Customer-Centric Habits

    Necessary Qualities for Executives and Organizations

    by
    What are the habits that successful customer-centric executives share? Rob Thompson of CustomerThink has identified 5, and we add our Customers.com perspective.
    May. 16, 2013
    All Members
    click to read more
  • Turn Customer Co-Design Insights into Action

    How to Gain Momentum by Turning Customer Scenarios into Operational Scorecards, Recommendations, and Action Items

    by ,
    After your get your marching orders from customers during a co-design session, how do you trigger action? And Operational Debrief. Learn how to conduct one and how it overcomes organizational obstacles.
    May. 10, 2013
    All Members
    click to read more
  • Designing Effective Group Meetings

    Using Concepts and Techniques of Liberating Structures

    by
    Here are some easy-to-follow facilitation techniques that you can try out in your next meetings to promote continuing conversations based on Lisa Kimball’s framework of Liberating Structures. See if they work in your organization.
    Apr. 30, 2013
    All Members
    click to read more
  • Boston Globe Masters Social Media in a Crisis

    How the Boston Globe Covered the Boston Marathon Bombing

    by
    What does it take to beat all the major news and cable networks in news coverage? An amazing team and a commitment to getting it right! Learn how the Boston Globe became the trusted source of information during the Boston Marathon crisis.
    Apr. 25, 2013
    All Members
    click to read more
  • The Evolution of African Rural University

    Co-Designed by Its Faculty, Students, and End-Customers (People the Grads Will Serve)

    by
    Discover how 29 young Ugandan women helped shape a unique innovative educational institution. Learn how necessity led them to create a new profession. Find out how a university should measure its success.
    Apr. 11, 2013
    All Members
    click to read more
  • Collaborating with Customers

    Working Together with Customers to Achieve Their Goals

    by
    Collaboration is a method of working together to reach a goal; it isn’t the goal itself. But when you collaborate with customers to reach a goal, the results can be very powerful!
    Apr. 4, 2013
    All Members
    click to read more
  • How We Learn and How to Change

    Use Conversations for Collaborative Reflection about Complex Adaptive Systems

    by
    Lisa Kimball offers invaluable advice and methodologies about the best ways to make change in a complex system, like an organization, or a multi-player system such as healthcare. Change the conversation!
    Mar. 28, 2013
    All Members
    click to read more
  • Why Alaska Airlines Considers Mobile Development a Core Competency

    Speed Up Improvements in Customer Experience through Mobile

    by
    With Curtis Kopf, Managing Director, AlaskaAir.com, and Customer Innovation at Alaska Airlines, we look at how he and his team are mastering agile development and making mobile technology a core competency.
    Feb. 21, 2013
    All Members
    click to read more
  • Apple and/or Verizon: How Should Partners Provide Customer Support?

    What Each Did Right and What Needs Improvement When Helping Shared Customers in Need

    by
    Providers who together satisfy customer scenarios are part of a customer ecosystem. And the customer's experience should be seamless, as shown in this story.
    Feb. 14, 2013
    All Members
    click to read more
  • What Makes Amazon Tick?

    Understanding the Levers that Amazon Uses to Run Its Business

    by
    Amazon’s strategic intent is to be the most customer-centric company and to offer the earth’s biggest selection of products. But what are the underlying goals and strategies the company uses to deliver on those promises?
    Feb. 7, 2013
    All Members
    click to read more
  • Utility Customer Experiences: Stark Contrasts in Dealing with NStar and National Grid

    What Each Did Right and What Needs Improvement When Helping Customers in Need

    by
    Read the best (and worst) practices demonstrated by NStar and National Grid as they help customers deal with a repair.
    Jan. 31, 2013
    All Members
    click to read more
  • Being Creative on Zazzle.com

    How Easy Is It to Create (and Sell) Your Own Customized Products?

    by
    Zazzle.com makes it easy for people to create and sell customized products. Here’s our review of Zazzle’s tools for customizing products, creating storefronts, and merchandising custom designs.
    Jan. 17, 2013
    All Members
    click to read more