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Cross-Channel, Cross-Lifecycle Experience

• User Interfaces Shouldn't Just Be Intuitive

  To Make Things Easy to Use, Make Them Obvious!

  by Ronni Marshak

  When you are designing a product or service, make sure that you are as clear as possible when you design the user interface. Take the guesswork out, and make it all obvious!
  Dec. 16, 2010

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• Treating Your Customers with Respect

  Provide Concerned, Engaged, and Accurate Customer Service or Risk the Customer Relationship

  by Ronni Marshak

  The difference between a great customer experience and a disastrous one is how the customer is treated after presenting a problem. Here are three different examples.
  Dec. 2, 2010

  All Members

  

• Customers.com Handbook

  A Handbook for Your Customers.com® Initiatives—Parts 1 to 4

  by Patricia Seybold

  In Customers.com Classic, we described the successful Internet Strategies of sixteen different best practices organizations. Those firms are still ahead of the pack in executing customer-centric strategies that keep customers loyal and empowered. There are eight core competencies that these early leaders adopted. Now, 12 years later, those same core competencies still stand the test of time.
  Sep. 16, 2010

  All Members

  

• What Can Damage Apple's Amazing Customer Experience and Brand?

  Network Congestion Will Be a Challenge Even to Steve Jobs

  by Patricia Seybold

  Apple always offers a great customer experience. Yet it has chosen partners who fall down on the job. And, as you can do more with Apple products, network congestion can make the experience less than ideal.
  Jun. 17, 2010

  All Members

  

• How to Approach Customer Experience Management

  An Overview of Patricia Seybold Group’s Recommended Game Plan

  by Patricia Seybold

  In this report, you’ll learn how the Patricia Seybold Group defines and approaches customer experience management.
  May. 27, 2010

  All Members

  

• Provide a 360-Degree View of Each Customer's Context

  Making Complete Customer Information Available to Customers as They Address Their Scenarios

  by Ronni Marshak

  Organizations that allow customers to access, update, organize, and enhance all the information you have about them are primed to keep customers happy long term.
  Feb. 25, 2010

  Strategies

  

• 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

  

• Five Steps to Success in Designing a Customer-Centric Business

  Chapter 1 – Customers.com 2.0

  by Patricia Seybold

  A 5-step prescription for customer-centric executives to design new businesses or re-focus existing organizations and win customers for life.
  Feb. 4, 2010

  Strategies

  

• 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

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• 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

  

• 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

  

• 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

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• 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

  

• 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

  

• How Adidas Moved to Smart Customization & Personalized Coaching

  A Journey from Mass-Produced to Smart Customization

  by Patricia Seybold

  Adidas pioneered in custom footwear and was an early leader in mass-customization. This brief case study describes the history of customization at Adidas from removable studs to just-in-time personalized coaching.
  Jan. 8, 2009

  All Members

  

• Service Discovery Using Customer Scenario Mapping

  Building Your Services Catalog

  by Brenda Michelson

  In this report, we share our Service Discovery Methodology, which helps organizations define the right services for their service-oriented architecture.
  Sep. 4, 2008

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• 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

  

• IntelliResponse 5.6

  Delivering One Answer to Each Customer Question

  by Mitchell Kramer

  IntelliResponse is the customer service offering of IntelliResponse Systems Inc. IntelliResponse is a customer service offering that complements site search and Internet search. It delivers answers to customers’ questions, not lists of documents.
  Apr. 10, 2008

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• B2B Firms Are Adopting Web 2.0

  How to Engage and Empower Business Customers Online

  by Patricia Seybold

  Our B2B use of Web 2.0 chalk talk provides “slideware” with commentary so that you can re-use the graphics, concepts, and overall presentation to educate others.
  Jan. 31, 2008

  All Members

  

• Customers' Requirements for Customer Service

  The Voice of the Customer on What and How to Deliver a Customer Service Experience

  by Mitchell Kramer

  In this report, we present customers’ requirements for customer service and describe how you can address those requirements to deliver an excellent customer service experience.
  Sep. 6, 2007

  All Members