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Customer Scenario Mapping & Experience Design

• How To Monitor Your Return on Customer Experience

  Develop and Use a Quality of Customer Experience (QCE^SM) Operational Scorecard

  by Patricia Seybold

  How do you measure a return on investment for your customer experience initiatives? Connect real-time operational execution on the things that matter most to customers to actual bottom-line impact. Here’s how.
  Sep. 29, 2011

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• 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

  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

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• Map Ideal Customer Experiences with Cross-Functional Teams

  Why and When to Map Customer Scenarios with Internal Stakeholders

  by Ronni Marshak

  There’s great value in using the Customer Scenario Mapping technique internally as a tool that helps your employees become more customer-centric, even without direct customer engagement.
  Apr. 22, 2010

  Strategies

  

• The Not So Friendly Route to Flying the Skies

  Lessons Learned from Customers’ Moments of Truth in Multi-Leg Travel Planning

  by Ronni Marshak

  There are lessons to be learned from the complex customer scenario of planning a multi-leg trip. These lessons can help you make complex transactions less daunting for customers.
  Apr. 1, 2010

  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

  

• 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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• Research, Compare, and Select Running Shoes

  Customer Experience Test Drive of: Dick's Sporting Goods, Roadrunner Sports, RunningShoes.com, and Runners Warehouse

  by Mitchell Kramer

  In this Test-drive, we apply the Product Select and Buy Customer Scenario pattern and its Moment of Truth to retail for a customer’s research, comparison, and selection activities for a pair of running shoes.
  Apr. 27, 2007

  Strategies

  

• Outside In

  What’s Beyond Web 2.0 and Enterprise 2.0? Biz 3.0!

  by Patricia Seybold

  Tim O’Reilly got the world thinking in new ways about the Internet with his principles of Web 2.0. Expanding from these principles, we can define the next generation of business, or Biz 3.0.
  Apr. 19, 2007

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• Research, Compare, and Select a Travel Rewards Credit Card

  Customer Experience Test Drive of: American Express, Bank of America, Capital One, Citi, and Discover

  by Mitchell Kramer

  In this report, we apply the Customer Scenario pattern and its “I want to find the product or service that best addresses my requirements” Moment of Truth to financial services for a customer’s research, comparison, and selection of a credit card.
  Apr. 12, 2007

  Strategies

  

• How to Get From Product 2.0 to BIZ 3.0

  Redeploy your Product-related Web 2.0 Services to Help Customers Reach Their Goals

  by Patricia Seybold

  Web 2.0 offers the ability to support each product lifecycle phase with Internet-enabled services. We call this approach: Product 2.0.
  Feb. 15, 2007

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• Outside Innovation (hardcover)

  How Your Customers Will Co-Design Your Company's Future

  by Patricia Seybold

  Outside Innovation provides businesses large and small with the strategies they need to let customers co-design their futures and lead them to success.
  Oct. 30, 2006

  Strategies

  

• Move Over Portals; Prepare for Scenario Nets!

  The Next E-Business Model: Task-Specific Cross-Company Workflows

  by Patricia Seybold

  We’ve invented a new e-business model. We call it Scenario Nets—interlinked Web sites that help you complete a complex task.
  Oct. 20, 2006

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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

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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

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• E-Merchandising Framework

  Applying the 4 Es for Customer Ease

  by Susan Aldrich

  Emerchandising should be a basic skill set in every ecommerce organization. We offer a framework for organizing your emerchandising efforts.
  Jan. 19, 2006

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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

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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

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• Leading an “Issues and Vision” Discussion with Customers (and Partners)

  Tips for Gaining a Lot of Customer Context in a Short Time (and How to Kick Off a Customer Scenario® Mapping Session)

  by Patricia Seybold

  What’s the most effective way to capture customers’ current and ideal requirements about your business, about current or potential products and services, about your processes, about the brand experience you offer?
  Sep. 15, 2005

  Strategies

  

• Identifying Operational Customer Experience Metrics

  How to Spot What Matters Most to Customers and Turn Those “Moments of Truth” into Metrics You Can Track

  by Patricia Seybold

  This report provides an overview of operational customer experience metrics: What are they? Why do they matter? How do other companies identify and monitor them? How might you discover your customers’ metrics?
  Aug. 4, 2005

  Strategies