Business Processes
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Top 12 CX Issues for Business Customers
How to Improve Customer Experience thru your Customer's Lifecycle
by Patricia SeyboldWhat does it take to satisfy your business customers? A lot. First, you need to understand who they are, what jobs they are doing, and where your products and services fit in. Next, you need to know where the pitfalls are likely to be in the customer journey as they engage with your firm and your products throughout the lifecycle of their relationship with you. We have worked with thousands of businesses and their customers over the past three decades. We have identified recurring customer experience expectations and patterns from these co-design sessions. In this article, we summarize the dozen customer-critical customer experience issues that are cuurently the most prevalent in B2B accounts. Then we report on what customers' expectations are and suggest ways you could meet those expectations. -
Secret to Successful Customer Engagements
Beware of These Four Things that Will Doom Your Customer-Centric Initiatives
by Patricia SeyboldIf 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. -
Customer Experience and Operational Excellence Success in B2B
by Andrew SpanyiRead why it's best practice to combine your Customer Experience initiatives with your Operational Excellence initiatives. You'll streamline business processes and reduce cycle time in the areas that matter most to customers. -
Unreasonable Customer Policy Stories from a Real Customer
Why Justified Indignation Can Lead to Losing Business
by Irene KopelHave you encountered customer-alienating policies from otherwise respected service providers? Our guest columnist, Irene Kopel, eloquently details her frustrations with ADT Security and PayPal. -
Do’s and Don’ts of Telephone Support
Making It Easy to Navigate through IVR Hell and Get a Positive Telephone Support Experience
by Ronni MarshakThink you provide great customer service? When did you last check out what your customers experience when they call your support line? Are they stuck in an infinite IVR loop? And, when they get to a real person, are their issues resolved? -
Assessing Customer Experience from the Outside In
What Are Your Customer Experience Vital Signs?
by Andrew SpanyiTo 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. -
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
by Ronni Marshak, Blair McHaneyMeet visionary customer advocate Blair McHaney. He uses customer metrics and methods in daily operation, leveraging a customer-centric culture and Medallia VOC software. -
Oracle Service Cloud Social Experience
Built-In Social Monitoring, Analysis, and Interaction
by Mitchell KramerOracle Service Cloud Social Experience provides social customer service by monitoring and analyzing social posts and interacting with social posters. Social Experience is an integral component of Oracle Service Cloud in packaging, pricing, and functionality. See the details in the full report. -
Customer Co-Design and Customer Scenario Mapping
A Philosophy for Customer-Centric Organizations and a Method for Instilling It
by Ronni MarshakCustomer-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. -
Salesforce Radian6: An Insight Ecosystem
The Social Monitoring, Analysis, and Interaction Application of Salesforce Marketing Cloud
by Mitchell KramerRadian6 is the Salesforce Marketing Cloud component that does social monitoring, analysis, and interaction. It’s easy to learn and use; its analytics are powerful and flexible; and it integrates tightly with Salesforce Service Cloud. -
Defining the Customer-Centric Organization
What Are the Attributes and Behaviors that Define True Customer-Centricity?
by Ronni MarshakIs 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. -
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 Ronni MarshakIn 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). -
Collaborating with Customers
Working Together with Customers to Achieve Their Goals
by Ronni MarshakCollaboration 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! -
Measure What Matters to Customers
The New CSM Guidebook: Part 5: The Vital Importance of Metrics
by Ronni MarshakMeasuring things is easy. Figuring out what to measure is hard! Here are guidelines for defining metrics that matter to customers and how you should measure your organization's performance and bottom-line opportunities based on these measurements. -
What Do I Do Now?
When Customers Are in Crisis, How Well Do You Support Them?
by Ronni MarshakCrises are great opportunities to gain customer loyalty for life. How your brand and your organization rally to help customers in crisis is often the make or break point in any customer relationship! -
KANA Experience Analytics
Powerful Analytics, Tight Integration with KANA Service Experience Management
by Mitchell KramerKANA Experience Analytics monitors, analyzes, and acts on customer conversations on the social web and customer conversations on internal channels. Analytics that categorize customer conversations and classify their sentiment are its key strength. -
Attensity Analyze and Attensity Respond
Multi-Channel Monitoring, Analysis, and Interaction
by Mitchell KramerAttensity Analyze and Attensity Respond provide multi-channel (social web and internal channel) monitoring, analysis, and interaction. Powerful, patented text analytics are the offerings’ key characteristic, strength, and differentiator. -
Manage My Stuff and Coordinate Around Our Stuff
What Tools and Information Do Customers Need and Value for Personal and Professional Use?
by Patricia SeyboldCustomers want help keeping track of things. If you can help them manage and improve their use of your products and services to get things done, it’s a win/win. And they’ll keep doing business with you. -
Developing Applications to Improve Customer Experience
Bridging the Arbitrary Product Line and Channel Silos that Drive Your Customers Crazy
by Patricia Seybold, Ronni MarshakCustomers are annoyed when they don’t encounter a seamless experience as they interact across touchpoints or product lines. Learn how to approach developing applications that are seamless for customer, partners, and employees. -
Knova 8.0 from Consona
Knowledge Management, Customer Service Process Support, and Analytic Functionality
by Mitchell KramerKnova 8.0 is a strong customer service offering that provides case management and knowledge management capabilities across assisted-service, self-service, and social-service channels for on-premise or cloud deployment.
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