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Will Amazon.com Emerge as a Viable Gaming Platform?
Enabling Platform-Agnostic Social Gaming Customer Ecosystems
by Patricia SeyboldAmazon may provide the next major ecosystem for social gaming, challenging Facebook, Zynga, Apple, and Google. -
Adobe Recommendations: Personalizing the Customer Experience
Harnessing the Power of the Adobe Digital Marketing Suite
by Susan AldrichAdobe Recommendations should be on the short list of marketers in retail ecommerce, B2B ecommerce, media, financial services, high tech, or publishing who seek to personalize their customer experience and drive higher revenues. -
Measure What Matters to Customers
The New CSM Guidebook: Part 5: The Vital Importance of Metrics
by Ronni MarshakMeasuring things is easy. Figuring out what to measure is hard! Here are guidelines for defining metrics that matter to customers and how you should measure your organization's performance and bottom-line opportunities based on these measurements. -
Alaska Airlines’ Evolves Its Mobile Strategy
Catering to Frequent Flyers Pays Off
by Patricia SeyboldAlaska Airlines has been delivering mobile apps since 2010. They chose to focus first on the functions needed for “day of travel” rather than online booking. -
VirtuOz Intelligent Virtual Agent
Powerful and Flexible Cross-Channel, Cross-Lifecycle Virtual Assisted-Service
by Mitchell KramerVirtuOz Intelligent Virtual Agent can help deliver excellent virtual assisted-service, delivering direct or guided answers to customers’ questions or performing tasks in case management and CRM systems on behalf of customers. Read our evaluation. -
Don’t Blindside Your Customers
Bankofamerica.com Neglects to Warn Customers of a Glitch that Requires Customer Attention
by Ronni MarshakWhen there is an emergency service interruption to your customer experience, it’s important to have processes in place to remedy the situation. Bank of America missed that opportunity and was deluged with calls from frustrated and annoyed customers. -
Are You Tracking Your Customers’ Locations on Their Mobile Phones?
Marketers Beware: Customers Don’t Want Their Locations to Be Tracked and Monitored
by Patricia SeyboldDo you know where you are? Everyone else might! Today’s smartphones are tracking devices that also happen to make phone calls. Your mobile apps are probably tracking your location and sharing that information without your permission. -
Does B2B Customer Experience Differ from B2C CX?
A Customer Is a Customer
by Ronni MarshakDon’t let arbitrary categorization, such as B2B versus B2C, to allow you to provide anything but the best customer experience for your individual customers, whether they are wearing a business or consumer hat. -
When Do You Need an App for That?
Do Mobile Apps Make It Easier for Customers to Do Business with You?
by Patricia SeyboldWhen do you need a mobile app for customer service and when is it better to provide mobile-friendly customer self-service portals or web sites? -
What Do I Do Now?
When Customers Are in Crisis, How Well Do You Support Them?
by Ronni MarshakCrises are great opportunities to gain customer loyalty for life. How your brand and your organization rally to help customers in crisis is often the make or break point in any customer relationship! -
Peerius Recommendation and Personalization Solution Evaluation
Personalizing Many Aspects of Customer Experience
by Susan AldrichOur evaluation explains why Peerius should be on the short list of any retailer who seeks to personalize any aspect of the customer experience using behavioral, profile and social data to predict which content will be the most valuable. -
How to Think About Privacy and Managing Your Online Identity
Use Your Head and Use Your Manners
by Peter HorneHow should you manage your online identity in an era in which all your communications and activities are being tracked both online and offline? -
Setting Expectations for Customer Co-Design and Other Customer-Facing Engagements
The New CSM Guidebook: Part 4: Setting Expectations
by Ronni MarshakNo matter how well prepared you are for your customer-facing events, you won’t be completely successful if the expectations of participants haven’t been clearly set. Here are tips for setting the expectations of customers, partners, and internal stakeholders. -
Steps to Success for Personalizing Your Customer Experience
A Roadmap for Personalization
by Susan AldrichSee how pioneers in personalization, including Bakers Shoes and Netflix, use personalization to great advantage. Personalization varies among businesses and among customers, but we offer the specific steps you can take to set and accomplish personalization goals that enhance your business and your customer experience. -
Customer Service Supplier and Product Update 1Q2012
1Q2012 Was Another Mixed Quarter
by Mitchell Kramer1Q2012 was not a good quarter for customer service; customer growth and financial performance were down; product activity was mixed; companies were quiet. Salesforce.com, however, had a big quarter. -
Managing Customer Innovation at Alaska Airlines
Alaska Airlines Combines Customer Innovation with E-Commerce & Mobile
by Patricia SeyboldAs Managing Director, AlaskaAir.com and Customer Innovation, Curtis Kopf combines ecommerce, mobile, and customer innovation in a single role focusing on giving information and control to customers in the areas of their lives they care about the most. -
KANA Experience Analytics
Powerful Analytics, Tight Integration with KANA Service Experience Management
by Mitchell KramerKANA Experience Analytics monitors, analyzes, and acts on customer conversations on the social web and customer conversations on internal channels. Analytics that categorize customer conversations and classify their sentiment are its key strength. -
PredictiveIntent Recommendations Evaluation
PersonalMerchant’s Strong Architecture and Industry Focus Deliver Revenue for Retailers
by Susan AldrichMerchant and media companies should be looking at PredictiveIntent’s support for personalization, social recommendations, and customer privacy support. -
Tips for Email Communications for Customer-Facing Engagements
The New CSM Guidebook: Part 3: Communicating with Customers
by Ronni MarshakWhen planning customer-facing engagements, the relationship begins long before the customers show up to the session. Here are guidelines for writing effective communications that surround a customer co-design event. -
How to Innovate Business Models
Should You Create a Business Model Innovation Factory?
by Patricia SeyboldSaul Kaplan’s book, The Business Model Innovation, clarifies why so many internal innovation projects fail: they challenge existing business models.
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