Customer Experience & VOC

  • Saving Customers’ Time: Master Customer Scenario® Design

    How National Semiconductor, Tesco, and Buzzsaw.com Use Customer Scenarios to Improve Customer Experience

    by Patricia Seybold
    Customer Scenario® Design is a technique that, when used well, will ultimately save your customers time and foster customer loyalty.
    Jun. 7, 2001
    All Members
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  • The Customer Revolution

    How to Thrive When Customers Are in Control

    by Patricia Seybold
    In 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.
    Jun. 1, 2001
    All Members
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