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A Delightful Birthday Message by Ronni Marshak in Customer ExperienceMy birthday was yesterday (hold the applause), and aside from the dozens of good wishes from family and friends (and the lip service happy birthday messages from merchants encouraging me to shop using your enormous 10% birthday discount), I received a lovely message from ING Direct: "Just a friendly little ...
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Amazing Video of Flying Robots! by Patricia Seybold in InnovationIn our recent "Patty's Pioneers" meeting in San Francisco, Peter Horne showed parts of this video to illustrate some points he was making about designing systems based on "digital life forms" -- This is a TED TALK featuring Vijay Kumar: Robots that Fly Pretty Incredible!
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Eliminating Customer Anxiety during a Crisis by Ronni Marshak in Customer ExperienceI believe it is important to pay attention to customers’ emotions as they do business with you. I received an excellent example of how one financial provider thought about customers in a crisis situation and made a strategic decision to take one burden off of them as they face the ...
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Video: Patricia Seybold at BIF-5 by Patricia Seybold in InnovationWatch Patricia Seybold at BIF-5 from Business Innovation Factory right now on Blip. October, 2012
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Any Reactions to New iPad Mini?? by Patricia Seybold in Online, Mobile & ITApple announced its 7.9" iPad Mini today. I didn't get a chance to watch the announcement since I was on a plane, but, according to the WSJ, Apple said pricing for the iPad Mini would start at $329 for a version with 16 gigabytes of memory and Wi-Fi wireless access. ...
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Attractive Business Model for Customer Innovation: Peers Inc. by Patricia Seybold in InnovationIn September 2012, at the Business Innovation Factory annual confab, BIF-8, I had the opportunity to hear Robin Chase tell her story. She talked a little about what she learned from co-founding Zipcar, and a lot about how she wanted to push the envelope with her newest company, Buzzcar. Robin ...
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Community Hospital Case Study in Progress: NEED HELP! by Patricia Seybold in Customer CultureIt’s one thing to facilitate customer co-design efforts for and with clients. It’s quite another thing to be in the midst of one that greatly impacts me, personally! For the next few months, I plan to chronicle my own rural community’s grass roots efforts to re-claim, revitalize, and re-invent our ...
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Patterns in Innovation: Bottoms Up Activism by Patricia Seybold in InnovationLast week, I immersed myself in the wonderful Business Innovation Factory community by attending the BIF-8 conference in Providence, RI. I always find great case studies to pursue at this event, so stay tuned! For my overview “trip report,” I stepped back and squinted to discern the patterns and common ...
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Apple vs. Amazon: How Will Consumer Electronics Impact Mobile E-Wallets? by Patricia Seybold in Online, Mobile & ITNow that both Amazon and Apple have announced their major new consumer electronics products for the 2012 holiday season, the predictable techno-weany comparisons will dominate the hype. Everyone loves new gadgets! Especially those with high-resolution screens and screamingly fast access to rich media. But I've been thinking about a different ...
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What Most People Want in an E-Wallet by Patricia Seybold in Online, Mobile & ITE-wallets will be like mobile phones themselves. We didn’t know we needed them until we have them. What do people care about the most? Here’s a list of customers’ requirements we’ve discovered, in rough priority order: Don’t let my account information be seen or used by anyone; even the person ...
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Will You Use an E-Wallet on Your Mobile Phone? If so, whose? by Patricia Seybold in Online, Mobile & ITStarting this fall, e-wallets will become available for our mobile phones. When I use the term “e-wallet,” I’m talking about enabling consumers to pay for things using their mobile phones and to pay each other via mobile phone. No cash, no plastic credit cards, no checks needed. You carry your ...
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Why We Use CUSTOMERS' Success Metrics by Ronni Marshak in Customer ExperienceFor years, people (including consultants) have been struggling to come up with good ROI arguments for "soft stuff" like CX. Years ago, we were teaching one of our first Customer Scenario® Mapping Facilitation courses to a mixed group of our clients. (Before we developed our online training course, we taught ...
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How Alaska Airlines Evolved its Mobile Strategy by Patricia Seybold in Online, Mobile & ITJust about every airline now offers mobile apps and a mobile-optimized website. That's because travelers rely on their mobile devices to get things done while on the go. Alaska Airlines' mobile journey to-date is informative because the company has changed its implementation strategy a couple of times since 2005 and ...
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Jet Blue Makes a Weather Delay Bearable by Ronni Marshak in Customer ExperienceThis week, Patty Seybold, Fanny Wong, Meg Lewis, and I completed a rewarding, but exhausting, Customer Co-Design Session in Florida for a long-time client. Happy, but bone weary, we arrived at the airport to discover that our flights were all delayed. Although Fanny and I were on the same flight, ...
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SHOULD You Know Where Your Customers are? by Patricia Seybold in Customer ExperienceAre You Tracking Your Customers’ Whereabouts? Every company has privacy policies in place and discloses to customers info about what personal information is captured, stored, and shared with others. Yet, the one area in which it’s easy to be in violation of your corporate privacy policy without being aware of ...
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How to Excel in a Customer's Crisis by Patricia Seybold in Customer ExperienceMost firms don’t design for exceptions and breakdowns. They design for the “happy path.” Yet, we all know that what makes or breaks most customer relationships is how your organization/people/process/partners and technologies react when things go awry. Why Don’t Most Companies Do a Better Job of Designing for Exceptions and ...
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Have You Seen these "Peggy" Videos? by Patricia Seybold in Customer ServiceRonni and I both love these ads!!!
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Watching Southwest Airlines Behind the Scenes by Patricia Seybold in Customer CultureA couple of years ago, Ronni Marshak and I had a unique opportunity to watch the inner workings at Southwest Airlines during one of its busiest and most stressful times. What I found truly amazing was the degree to which customer-centricity permeated ALL the operations of this organization. Everyone understood ...
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Why Customer Experience Shouldn’t Report to Marketing by Patricia Seybold in Customer ExperienceHow Much Clout Do You Have? As a customer experience leader, you may have a well-designed customer experience and/or customer advocacy program. You may have support from your CEO. But do you really have the budgetary and political clout to actually design and carry out initiatives that will improve the ...
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How Alaska Airlines Uses Comedy to Build a Distinctive Brand by Patricia Seybold in Customer CultureOne of the things I enjoy about flying Alaska Airlines is the safety pitch. Always quite funny! Here's a great video!
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