Customer-Centric Culture
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What Are Visionary Customer-Centric Execs Thinking About?
Engaging with Customers to Innovate, Solve Problems, and Keep their Brands Focused on Customers' Goals
by Patricia SeyboldPatty’s Visionaries are the leading customer-centric executives who are transforming their companies (and their industries) from the outside in. This is an overview of some of the topics they discussed in their Spring 2008 meeting. -
Corporate Executive Board Responds to Customers’ Request for Increased Collaboration
Providing a Collaborative Environment for Sharing Messages about Compliance and Ethics
by Ronni MarshakCorporate Executive Board's Compliance and Ethics Leadership Council respond to their members' desired for a collaborative environment for sharing information. Ronnie Kann, Program Director of the council talks about the collaboration efforts. -
How Should You Manage Customer and Partner Portals?
Roles and Responsibilities You'll Need for Your Customer-Centric Organization
by Patricia SeyboldThis PSG Classic report presents the do’s and don’t’s of managing customer and partner portals. Although written several years ago, the rules of thumb presented still hold true and are perhaps even more applicable to today’s portal environments. -
MedStar Health
Using Collaboration to Improve Healthcare from Good to Great
An interview with Dr. Peter Basch, Medical Director of Ambulatory Clinical Systems by Ronni Marshak
MedStar Health uses solutions from healthcare solutions provider Kryptiq to provide seamless secure communications among medical staff and patients as well as to implement a pro-active health program. -
I Need a New Car, Fast!
How Vehix.com Rates in an Emergency Car Buying Scenario
by Ronni MarshakNovice car buyer, Mia Driver, looks to Vehix.com to help her identify and locate the right car for her family. -
New Car Insurance for a Growing Family
Customer Experience Test Drive of: Geico and Progressive
by Ronni MarshakJust how quick and easy is it to get an online insurance quote from Geico and Progressive? In this test drive, we see if the two auto insurers live up to their advertising promises. -
Selecting a Mobile Phone Family Plan for a Family in Transition
Moments of Truth in Consumer Telecommunications
by Ronni MarshakWhen the kids go off to college, a family needs a new mobile phone plan to support multiple locations. In this Test-drive, we apply the Product Select and Buy Customer Scenario pattern and its key Moment of Truth. -
Research, Compare, and Select a New Retail Bank
Customer Experience Test Drive of: Bank of America, Citibank, and Wells Fargo
by Ronni MarshakWe apply the Product Select and Buy Customer Scenario pattern and its “I want to find the product or service that best addresses my requirements” Moment of Truth to a customer’s research, comparison, and selection activities for a new retail bank. -
Research, Compare, and Select Running Shoes
Customer Experience Test Drive of: Dick's Sporting Goods, Roadrunner Sports, RunningShoes.com, and Runners Warehouse
by Mitchell KramerIn this Test-drive, we apply the Product Select and Buy Customer Scenario pattern and its Moment of Truth to retail for a customer’s research, comparison, and selection activities for a pair of running shoes. -
Research, Compare, and Select a Travel Rewards Credit Card
Customer Experience Test Drive of: American Express, Bank of America, Capital One, Citi, and Discover
by Mitchell KramerIn this report, we apply the Customer Scenario pattern and its “I want to find the product or service that best addresses my requirements” Moment of Truth to financial services for a customer’s research, comparison, and selection of a credit card. -
Customer Innovation Guide: Core Competency 1
Mastering the First Core Competency: Incorporating Story-Telling into Your Organization's DNA
by Patricia SeyboldInnovation spreads by word of mouth. It’s the stories that everyone remembers. We recommend formalizing a managed process for capturing and sharing customer-related stories. -
Dealing with a Moment of Truth in a “Purchase a Gift” Scenario
The Case of the Purple Flip Flops: Test Drive of Linda Anderson.com
by Ronni MarshakA failed shopping experience at lindaanderson.com demonstrates the importance of meeting and measuring your customers’ moments of truth. It also shows the importance of empowering support staff to fix a broken relationship. -
Measuring the Success of Online Communities
A Customer-Centric Approach to ROI
by Matthew LeesA successful community is one in which members’ objectives—their Customer Scenarios—are met. This report outlines 7 steps in building a business case, and discusses key metrics to define success for specific Customer Scenarios. -
Snowbound
Or, Whatever Happened to Sick Days?
by Ronni MarshakMore than a decade later, our concerns about technology enabling us to work everywhere all the time, rather than anywhere all the time, prove truer than ever. -
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. -
Search Experience Metrics
Key Indicators You Should Be Tracking for Customer Search Experience
by Susan AldrichA great search experience is the starting point for an acceptable customer experience. There are 2 metrics that will tell you how well your company performs against customer expectations. -
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. -
A Call for Accounting Transparency: The Value of Customers and Brands
New Rules for Disclosing Intangible Assets Will Require Reporting on Customer and Brand Assets
by Patricia SeyboldAccounting rules are about to change. Soon, your company will be required to break out the value of certain intangible assets on your balance sheet. Will you be ready? -
Establishing and Nurturing a Customer-Centric Culture
Lessons Learned from the Masters (Caterpillar Financial Services, Harrah’s Entertainment, and Lands’ End)
by Patricia SeyboldHow do you build and nurture a customer-centric culture? Here are some lessons learned from three very different kinds of companies: Caterpillar Financial Services, Harrah’s Entertainment, and Lands’ End. -
Building Buy-In for Customer-Centric Initiatives
Facilitate Group Interviews with Key Stakeholders to Build Trust and Momentum
by Patricia SeyboldUse this group interview technique to build a shared mental model of both current reality and a vision for the customer experience you’d like to be able to deliver.
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