Customer Experience & VOC
- « previous
- Page 7 of 8.
- next »
-
Customer Scenario Patterns: Are You Making It Easy for B2B Customers to Select and Buy Your Products? (Part 1)
Unpacking "Moments of Truth" that Surface Consistently in B2B Customers' Scenarios
by Patricia SeyboldBefore you begin a Customer Scenario® Mapping exercise, you should capture the context of the scenario. -
How Strong Is Your Customer Experience?
Building Strong Customer Experiences Twelve Ways
by Mitchell KramerCustomer experience is the environment in which your customers do business with you. Build a stronger customer experience, and you’ll improve customer satisfaction, loyalty, and profitability. Learn in this report how to build stronger customer experienc -
Learning about Emergent Learning, Part 3
From Post Mortem to Living Practice and Emergent Learning in Action
by Marilyn DarlingHow do you transform your organization into a change master? Instill After Action Reviews (AARs) as an iterative learning practice. Don’t focus on “lessons learned;” analyze the ground truth in mid-task and at the end of each iteration. Hypothesize about -
Learning about Emergent Learning, Part 2
Early Civilian Adopters of After Action Reviews: Shell Oil, Harvey-Davidson, Geerlings & Wade
by Marilyn DarlingHow do you transform your organization into a learning organization? Shell Oil, Harley-Davidson, and Geerlings & Wade are three companies that have been early adopters in the use of After Action Reviews (AARs) to foster organizational learning. This art -
Learning about Emergent Learning, Part 1
The Evolution of After Action Reviews (AARs) at the U.S. Army
by Marilyn DarlingIf you want to master organizational change, we recommend that you unleash the power of emergent learning in your organization. Start with After Action Reviews. -
Best Practices in Dealing with Consumers’ Cross-Channel Retail Behavior
Meeting Consumers' 'Moments of Truth' as They Shop across Channels
by Patricia SeyboldMany of today’s consumers prefer to shop across channels—for example, researching online, buying in the store, and getting support by phone. Cross-channel retail poses significant challenges for retailers and for suppliers of consumer products. We offer -
Designing a Customer-In CMR Environment
Start by Making it Easy for Customers to Manage their Relationships with Your Firm; Then Worry about Managing Your Relationships with Them
by Patricia SeyboldWe have a unique opportunity to rethink our own information systems from scratch, we start from the outside in: with customer self-service, customer profile management, and customer transaction management. -
Identifying the Right Customers and Context
Building the Foundation for a Customer Scenario
by Ronni MarshakBefore you begin a Customer Scenario® Mapping exercise, you should capture the context of the scenario. -
Gathering Customers' Real Requirements
Uncovering Customers' Moments of Truth
by Patricia SeyboldGathering customer requirements can be tough. Particularly if customers can't envision the possibilities of how they might reach their outcomes in a dramatically different way. -
Beware of Business Process Management
Be Careful about Adopting Internally-Driven Business Processes; Instead, Design a Customer-Adaptive Enterprise Using a Services-Oriented Approach
by Patricia SeyboldBusiness processes are internally-focused, difficult to design, hard to adapt, and have very short shelf-lives. Instead of wasting time designing business processes, we recommend that you identify the services required to support key Customer Scenarios® -
It's a Matter of Trust
In Consumer Customer Scenarios®, Don't Underestimate the Importance of a Trusted and Independent Third Party
by Ronni MarshakConsumers are often resistant to buying from manufacturer’s Web sites. What can you do establish trust and increase your sales? -
What Customer-Centric Executives Need to Know about Portals:
A Customer-Driven Approach
by David MarshakCustomer-centric executives should adopt portals as the latest tool in their arsenal for managing the customer experience. -
A Better Way to Measure ROI
Measuring What Matters to Customers Drives Revenues & Reduces Redundant Overhead
by Patricia SeyboldIn the Customer Economy, the only way to gain budget approval is to measure the time and costs you save your customers and justify your IT expenditures based on the increased revenues and customer retention you’ll gain. -
How to Prioritize Your Roadmap Using Customer Experience & Value
Rationalizing Your IT Services Across Projects and Business Units
by Patricia SeyboldHere’s a method for incorporating the Customer Experience into your IT planning. -
High Tech Companies Grade themselves on the Quality of Customer Experience they Offer
Different Results According to Different Roles
by Susan AldrichHow you evaluate yourself on how well you provide a Quality of Customer Experience seems to depend on what your role is in your organization. See how executives at high-tech companies rated themselves. -
BPR for CRM?
Whose Business Processes Are You Redesigning? Make Sure It’s the Ones that Customers Care About!
by Patricia SeyboldBest practices in CRM are an alluring goal, but make sure you start with processes that the customers care about. -
Where Do We Stand on Customer Value and QCE?
Results of the Self-Assessment on How Well Positioned Your Organization Is for Managing By and For Customer Value & Monitoring & Improving the Quality of Your Customer Experience
by Susan AldrichHow did 1,327 executives and key managers rate their companies’ ability to manage by and for customer value and monitor and improve the Quality of your Customer ExperienceSM as compared to Patricia Seybold Group’s best practices? -
Designing a Customer Flight Deck(SM) System - Customer Goals
Step 2: Create the Customer Numbers/Depth of Customer Relationships Section
by Patricia SeyboldThe second step in creating a useful Customer Flight Deck is to review your company’s growth objectives. This will give you a basis for determining how to track your performance. -
Designing a Customer Flight Deck(SM) System - Customer Segmentation
Step 1: Select a Customer Segment to Monitor
by Patricia SeyboldThe first step in creating a useful Customer Flight Deck is to identify what customer segments you want to track. Focus on how and why customers buy. -
Get Better with Help from Your Customers:
The Right Survey Can Help You Improve the Quality of Customer Experience You Deliver
by Susan AldrichA well-run customer survey is a gold mine. Here is the question set that will reveal you need to know.
- « previous
- Page 7 of 8.
- next »
