Customer Experience & VOC

  • Streamline Customers' Critical Scenarios

    The Key to Making It Enjoyable for Customers to Get Things Done

    by Ronni Marshak
    A customer’s goal isn’t to spend money with you. He wants to get his stuff done! By figuring out his scenarios, you help him be successful and win his loyalty in the process.
    Feb. 11, 2010
    Strategies
    click to read more

  • Building a Customer-Centric Company: Lessons Learned

    Advice to Customer Experience Executives from Aisling Hassell

    by Aisling Hassell
    Tips from the trenches on how to succeed as a Customer Experience executive.
    Jan. 21, 2010
    All Members
    click to read more

  • Identifying the Problems in Your Cross-Channel Customer Experience

    Borrowing the “Mystery Shopper” Model from Retail

    by Ronni Marshak
    We recommend taking a cue from retailers—employ “mystery shoppers” who give your customer experience people and processes a thorough test drive!!
    Dec. 10, 2009
    Strategies
    click to read more

  • An Unexpected Customer Experience with the Registry of Motor Vehicles

    A Great Customer Experience Story

    by Ronni Marshak
    The Massachusetts Registry of Motor Vehicles provides an excellent customer experience when renewing your driver's license online. Obviously, whoever designed the site thought through the customer’s point of view!
    Nov. 5, 2009
    All Members
    click to read more

  • Do's and Don'ts of Phone Support

    Making It Easy to Navigate through IVR Hell!

    by Ronni Marshak
    Are your customers stuck in the infinite loop of IVR hell? These do's and don'ts can help you create an effective phone support channel that can improve relationships instead of frustrating customers.
    Nov. 5, 2009
    Strategies
    click to read more

  • Enticed by Discounts; Impressed by Customer Experience

    Providing a Great and Personal Experience Brings Customers Back for More

    by Ronni Marshak
    A restaurant used discounts to bring the customers in. But the excellent service makes sure that customers will come back.
    Oct. 22, 2009
    All Members
    click to read more

  • Let Your Customers Be Part of the Solution

    Work Together to Solve Problems, and Bond in the Process

    by Ronni Marshak
    Don’t try to hide problems from customers—that never works. And don’t just tell them there is a problem without seeking their help in finding a work-around or an outright solution.
    Oct. 5, 2009
    All Members
    click to read more

  • How Well Do E-Tailers Handle Gift Giving?

    A Customer Experience Framework and Customer Experience Test Drives

    by Ronni Marshak
    Customers are clear about the gift-giving features they want on e-tailing sites. We evaluate five sites, Amazon.com, Gifts.com, Lowes.com, MagicCabin.com, and Cafepress.com, against these criteria.
    Aug. 12, 2009
    Strategies
    click to read more

  • How Citrix Evolved Its Online Community of Customer Advisors

    How to Recruit and Manage a Private Customer Community—Patty’s Visionaries' Interviews' Series

    by Patricia Seybold
    Andrea Davidowitz tells the story of how and why she launched a private B2B online community of advisors in 2007 and what she has learned about running and managing a private customer community. Andrea manages strategic customer programs at Citrix.
    Aug. 6, 2009
    Strategies
    click to read more

  • Do Rewards Programs Foster Loyalty?

    Only If You Address Customer Scenarios

    by Ronni Marshak
    Loyalty programs have to do more than just offer discounts, or else customers will simply play “find the bargain.”
    Jul. 9, 2009
    All Members
    click to read more

  • Planning a Theme Park Vacation around a Birthday

    How Easy (or Difficult) Is It to Accomplish on the Parks' Web Sites?

    by Ronni Marshak
    Planning a vacation and event? See how well the Web sites for DisneyWorld, Six Flags, and Colonial Williamsburg help you achieve your goals.
    Jun. 25, 2009
    Strategies
    click to read more

  • How Customers Want to Plan for Retirement with Financial Security

    Identifying and Measuring the Key Moments of Truth in the “Planning for Retirement” Customer Scenario® Pattern

    by Ronni Marshak
    Customer scenarios fall into patterns. It‘s valuable to know these patterns ahead of time so you can focus on how to differentiate the experience you offer. This report focuses on the outcome-based scenario of planning for retirement.
    May. 14, 2009
    Strategies
    click to read more

  • How Customers Want to Learn a New Skill

    Identifying and Measuring the Key Moments of Truth in the Customer Scenario® Pattern of Acquiring a Skill

    by Ronni Marshak
    Customer scenarios fall into patterns. It‘s valuable to know these patterns ahead of time so you can focus on how to differentiate the experience you offer. This report focuses on the outcome-based acquiring a skill scenario.
    Apr. 30, 2009
    Strategies
    click to read more

  • How Customers Want to Upgrade to a New "Model"

    Identifying and Measuring the Key Moments of Truth in "Product/Service Upgrade" Customer Scenario® Patterns

    by Ronni Marshak
    Customer scenarios fall into patterns. It's valuable to know these patterns ahead of time so you can focus on how to differentiate the experience you offer. This report focuses on a typical upgrade scenario.
    Feb. 26, 2009
    Strategies
    click to read more

  • What Belongs on Your Customer Dashboard?

    Design Your Customer Dashboard to Monitor Performance on Customers' Moments of Truth

    by Susan Aldrich
    Tracking customer KPIs may be the cheapest bottom line boost available this year. Here’s what you should track, and why.
    Feb. 5, 2009
    Strategies
    click to read more

  • How Customers Want to Plan a Special Event

    Identifying and Measuring the Key Moments of Truth in "Event Planning" Customer Scenario® Patterns

    by Ronni Marshak
    Customer scenarios fall into patterns. It’s valuable to know these patterns ahead of time so you can focus on how to differentiate the experience you offer. This report focuses on the event-based event planning scenario.
    Oct. 15, 2008
    Strategies
    click to read more

  • How Customers Want to Return or Exchange a Product

    Identifying and Measuring the Key Moments of Truth in Return/Exchange/Cancel Customer Scenario® Patterns

    by Ronni Marshak
    Customer scenarios fall into patterns. It's valuable to know these patterns ahead of time so you can focus on how to differentiate the experience you offer. This report focuses on a typical return/exchange/cancel scenario.
    Sep. 11, 2008
    Strategies
    click to read more

  • Rethinking CRM: Provide Customers the Information They Care about in a Seamless Fashion

    Customers Don’t Want to Be Managed; They Do Want Good Experiences and Outcomes

    by Patricia Seybold
    The secret to a successful CRM strategy is a seamless cross-touchpoint, cross-channel and cross-lifecycle experience. Let your customers manage their relationships with you, not vice versa. Focus first on customer service, not on sales or marketing.
    Aug. 21, 2008
    Strategies
    click to read more

  • Managing Customer Advisory Board Programs

    How Do Companies Structure, Manage, and Profit from Their B2B Customer Advisory Boards?

    by Patricia Seybold
    This report provides a summary of the current practices in managing B2B CABs.
    Nov. 21, 2007
    Strategies
    click to read more

  • I Need a New Car, Fast!

    How Vehix.com Rates in an Emergency Car Buying Scenario

    by Ronni Marshak
    Novice car buyer, Mia Driver, looks to Vehix.com to help her identify and locate the right car for her family.
    Oct. 18, 2007
    Strategies
    click to read more