Customer-Centric Culture
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The Evolution of African Rural University
Co-Designed by Its Faculty, Students, and End-Customers (People the Grads Will Serve)
by Patricia SeyboldDiscover how 29 young Ugandan women helped shape a unique innovative educational institution. Learn how necessity led them to create a new profession. Find out how a university should measure its success. -
Three Mistakes that Make Customer Co-Design a Waste of Time and Money
Don’t Bother If You Aren’t Going to Take Advantage of Your Customers’ Input
by Ronni MarshakNot every customer co-design initiative nets improved customer relationships and financial gains. Avoid these costly errors to reap the rewards you and your customers want. -
Secret to Successful Customer Engagements
Beware of These Four Things that Will Doom Your Customer-Centric Initiatives
by Patricia SeyboldIf you want to involve customers in co-designing products, services, and/or customer-impacting business processes, you should know about, and avoid, these four common pitfalls. -
Co-Designing Health & Care with a Community
How a Prospective Provider in Boothbay Maine Is Gathering Customer Requirements
by Patricia SeyboldBoothbay Region Health Care is a start up non-profit chartered to provide primary healthcare for the residents and visitors in their region. They’re in the strategic planning stage of their project. Customer co-design is part of their planning process. -
Building an Innovation Culture
Learnings and Take-Aways from Patty’s Pioneers – Fall 2014 Meeting
by Patricia SeyboldFor over 20 years, Patty Seybold has gathered a group of “Pioneers” with amazing track records in creating new platforms, products, and businesses. Here are practices they have in common that you can adopt to achieve similar success. -
Ten Steps that May Save (or Improve) Your Life
Prepare Now to Engage as a Patient and/or Advocate for Someone You Love
by Patricia SeyboldLet Patients Help! by Dave deBronkart with Dr. Danny Sands is a valuable patient engagement handbook. This little book should be a key resource for you and your family. You’ll learn about important steps in taking charge of your own health. -
The Customer Revolution Is Coming Back!
Customers Are on the Cusp of Retaking Control Over the Big Things that Impact Their Lives
by Patricia SeyboldThe next customer revolution is upon us. We will regain control of things that matter most in our lives: our government, our financial well-being, our health, our jobs, our privacy, and our access to the Internet. -
Assessing Customer Experience from the Outside In
What Are Your Customer Experience Vital Signs?
by Andrew SpanyiTo truly achieve a customer-centric focus, you must look from the outside-in. Consultant Andrew Spanyi says you must focus on measuring what matters to customers and link those metrics to the processes you monitor. -
How to Use VOC to Create Fitness Fans for Life
Blair McHaney Uses Daily VOC to Improve Customer Experience and Front-Line Engagement at Gold’s Gyms in Washington
by Ronni Marshak, Blair McHaneyMeet visionary customer advocate Blair McHaney. He uses customer metrics and methods in daily operation, leveraging a customer-centric culture and Medallia VOC software. -
My 2013 Holiday Customer Experience Heroes
Lessons to be Learned from Customer Support at Small Companies: Standing Stone Farms and Geoff & Drew’s
by Ronni MarshakSmall businesses often provide the best customer experience because they offer a personal experience. What can your organization learn from these small companies? -
Defining the Customer-Centric Organization
What Are the Attributes and Behaviors that Define True Customer-Centricity?
by Ronni MarshakIs yours a truly customer-centric organization? See how well you stack up to the attributes and behaviors that characterize an organization that holds customers at the core. -
Exploring the Five Customer-Centric Habits
Necessary Qualities for Executives and Organizations
by Ronni MarshakWhat are the habits that successful customer-centric executives share? Rob Thompson of CustomerThink has identified 5, and we add our Customers.com perspective. -
Collaborating with Customers
Working Together with Customers to Achieve Their Goals
by Ronni MarshakCollaboration is a method of working together to reach a goal; it isn’t the goal itself. But when you collaborate with customers to reach a goal, the results can be very powerful! -
BuzzCar—Peer-to-Peer Car Rental
Building a Platform for Participation for a “Peers Inc.” Business Model
by Patricia SeyboldBuzzcar is a peer-to-peer car rental company that started in France. Instead of leaving your car in driveway, rent it to a neighbor! Founded by Robin Chase, the co-founder of Zipcar, Buzzcar uses what Robin calls a “Peers Inc.” business model. -
Local Motors: Open Source Car Design and Local Manufacturing
Forging a Customer Ecosystem to Transform the Automobile Industry
by Patricia SeyboldCan you transform an industry from the outside? That’s what Local Motors is doing with the automobile industry with its customer ecosystem to design and produce great cars. -
The Next Big Thing: Customer Ecosystems
Six Secrets for Designing Business Networks Aligned To Help Customers Get Things Done
by Patricia SeyboldCustomer ecosystems are business networks that are aligned to help customers get things done—both the things they want to accomplish and the things they want to manage. We’ve found six keys to designing successful customer ecosystems. -
What Stands in the Way of Successful Customer-Centric Projects?
The Five “Gotcha’s” that Plague Most Initiatives
by Patricia Seybold, Ronni MarshakMost customer projects encounter five obstacles to success: lack of resources, lack of access to the right customers, no buy-in from execs, inadequate execution, and no tangible results. Here is advice on how to overcome these internal showstoppers. -
How To Monitor Your Return on Customer Experience
Develop and Use a Quality of Customer Experience (QCESM) Operational Scorecard
by Patricia SeyboldHow 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. -
Customer (and Partner) Segment Advocates
Patty's Dream Team: Roles and Responsibilities You'll Need for Your Customer-Centric Organization
by Patricia SeyboldOne key to success in becoming a customer-centric organization is to have strong customer and partner advocates with clout. Here are some role models and suggested responsibilities that may help you build or refine these roles for your company. -
Key Role: SVP of Cross-Channel Customer Experience (or Equivalent)
Patty's Dream Team: Roles and Responsibilities You'll Need for Your Customer-Centric Organization
by Patricia SeyboldWhat’s the one role that makes the most difference in a company’s ability to “make it easy for your customers to do business with you”? An SVP of customer experience (or equivalent).
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