Cross-Channel, Cross-Lifecycle Experience

  • Integrating Community into Customer Support

    What’s the Ideal Relationship between Customer Support and Your Online Customer Community?

    by Matthew Lees
    This report discusses the primary challenges involved and ways to address he task of integrating an online customer community into your existing mix of service offerings within your organization.
    Dec. 14, 2006
    Strategies
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  • Staples

    Customers Help Bring a Customer Experience Promise to Life

    by Patricia Seybold
    Staples, the office supplies retailer, has outpaced its competition by deeply understanding what its target customers—small business office supplies buyers—really care about.
    Jun. 8, 2006
    Strategies
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  • Customer Scenario® Design: An Approach for Outside Innovation

    Co-Designing Your Business with Your Customers

    by Patricia Seybold
    Here are the fundamentals of Customer Scenario Mapping, our methodology for outside-in co-design.
    Mar. 23, 2006
    All Members
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  • The History of Customer Scenario® Design

    Co-Designed and Evolved with Customers

    by Patricia Seybold
    Our Customer Scenario® Mapping methodology was a long-term result of our first outside-in design session with customers, almost 20 years ago.
    Mar. 23, 2006
    All Members
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  • Provide a 360-Degree View of the Customer Relationship

    Leading the Way to Customer Loyalty and Profitability

    by Patricia Seybold
    The fourth critical success factor originally introduced in Customers.com is “Provide a 360-degree view of the customer relationship.”
    Jan. 25, 2006
    All Members
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  • Streamline Business Processes that Impact the Customer

    Make Sure the Customer’s Point of View Is the Design Center for Continuous Process Improvement

    by Patricia Seybold
    The third critical success factor originally introduced in Customers.com® is “Streamline the Business Processes that Impact the Customer.”
    Jan. 12, 2006
    All Members
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  • Own the Customer’s Total Experience

    Taking Responsibility Leads to Customer Loyalty

    by Patricia Seybold
    The second critical success factor originally introduced in Customers.com is “Own the Customer’s Total Experience.”
    Dec. 22, 2005
    All Members
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  • Meeting the Customer Experience Challenge

    What’s Your Current Situation? What’s Your Vision?

    by Patricia Seybold
    How does a company that delivers a great customer experience look, feel and behave? Here’s the vision that our clients have of what they’re attempting to achieve as they strive to improve the Quality of the Customer ExperienceSM they deliver.
    Nov. 3, 2005
    All Members
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  • Campaign Management at Nationwide Building Society

    Improving the Cross-Channel, Cross-Lifecycle Customer Experience

    by Mitchell Kramer
    This report is a case study that examines Nationwide Building Society’s activities to select new campaign management technology, to bring campaign management development and delivery in-house, and to plan for expanding campaign activities.
    Sep. 15, 2005
    Strategies
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  • Are You Handling Content Management as a Customer-Critical Issue?

    Shoddy Content Management Will Adversely Impact the Value of Your Company

    by Patricia Seybold
    Content management issues are costing your company big bucks when measured in terms of customer lifetime value. What should you do about it?
    Jul. 21, 2005
    Strategies
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  • Concerns of Customers.com Visionaries in Q2 2005

    Issues, Initiatives, and Requirements from Customer-Centric Executives in Q2 2005

    by Patricia Seybold
    Our hand-picked group of visionaries are committed to making it easy for their customers to do business with them. Here are the top-of-mind issues facing customer-centric visionary leaders in the first half of 2005.
    Jul. 7, 2005
    Strategies
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  • Establishing and Nurturing a Customer-Centric Culture

    Lessons Learned from the Masters (Caterpillar Financial Services, Harrah’s Entertainment, and Lands’ End)

    by Patricia Seybold
    How 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.
    May. 5, 2005
    All Members
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  • What Are Customer Experience Best Practices?

    Summary of Our Findings from the APQC Total Customer Experience Benchmark and a Report Card for You

    by Patricia Seybold
    Here’s our high-level summary of the best practices that we discovered in a recent conference conducted by the American Productivity and Quality Council between 10/04 and 4/05. We include a Customer Experience Report Card you can use to rate yourselves.
    Apr. 28, 2005
    Strategies
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  • Integration Scenarios and the Networked Integration Environment

    Pillars of Your IT Integration Strategy for Customer Experience

    by Brenda Michelson
    In this report, we delve into the networked integration environment, its major layers and services, and its supporting environments, framed by the business drivers—customer experience scenarios that depend on integration.
    Apr. 14, 2005
    All Members
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  • Integration and Customer Experience

    Creating an IT Integration Strategy to Deliver an Integrated Customer Experience

    by Brenda Michelson
    In this report, we discuss the importance of integration to customer experience and share our perspective on how to develop an IT integration strategy to deliver on your customer’s expectations.
    Mar. 31, 2005
    All Members
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  • American Customer Satisfaction Suffers Its Biggest Drop in Seven Years

    What Are the Implications of the ACSI Decline?

    by Brenda Michelson
    The 4Q 2004 American Customer Satisfaction Index suffered its largest drop since 1997. Since customer satisfaction drives consumer spending, almost $50 billion is at stake. Read about the ACSI and learn how to keep your share of the consumer pie.
    Mar. 3, 2005
    All Members
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  • QCE Resolutions

    Focus on What Matters Most to Your Customers

    by Patricia Seybold
    Are you interested in providing or improving your customer experience in 2005? Then start by focusing on these five areas.
    Jan. 20, 2005
    All Members
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  • Cross-Channel Shopping Shines in the 2004 Holiday Season

    Search Plays a Big Role in Steering Sales to Both Niche and Mainstream Retailers

    by Patricia Seybold
    More buyers used cross-channel shopping in 2004—searching online and buying in the store, or browsing in the store and buying online. Search and product findability were keys to success.
    Jan. 6, 2005
    All Members
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  • Designing a Fluid Enterprise Using an Adaptive, Customer-Centric IT Architecture

    Creating a Blended IT Architectural Portfolio to Support Your Customer-Centric Business

    by Brenda Michelson
    This report demonstrates our architecture blending process on four of the new architecture strategies in order to achieve enterprise fluidity for our fictional customer-adaptive business, Digits Undercover.
    Dec. 9, 2004
    All Members
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  • Why It's Hard to Prioritize IT Initiatives around End-Customer Impacting Issues

    Current Disconnects between Business and IT; Suggestions for Bridging the Gaps

    by Patricia Seybold
    Are you having trouble getting customer-centric priorities at the top of your IT shopping list? You're not alone. There are increased tensions brewing between the business and IT for lots of good reasons. See if your organization looks like the picture w
    Nov. 10, 2004
    Strategies
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