Customers.com Strategies
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Designing/Refining Your Mobile Strategy
Fourteen Approaches to Consider as You Reach Out to Customers Using Mobile Devices
by Patricia SeyboldMobile phones will soon surpass computers as the most prevalent way to do business online. Your business needs a mobile strategy. Here’s how to think about it. -
Best Practices in Customer Self-Service
Ten Ways to Make It Easy for Your Customers to Do Business with You
by Mitchell KramerThis report presents PSGroup’s 10 best practices in customer self-service. The 10 represent the current ideal based on our research on self-service technologies and on our consulting work with companies of all sizes across many industries. -
What Are Customer Experience Best Practices?
Summary of Our Findings from the APQC Total Customer Experience Benchmark and a Report Card for You
by Patricia SeyboldHere’s our high-level summary of the best practices that we discovered in a recent conference conducted by the American Productivity and Quality Council between 10/04 and 4/05. We include a Customer Experience Report Card you can use to rate yourselves. -
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 -
The Customer Revolution
How to Thrive When Customers Are in Control
by Patricia SeyboldIn The Customer Revolution, the essential truths of business today are identified: “The Internet economy is the customer economy, and the fundamental source of value in the new customer economy is customers.” In the customer economy, the depth of your customer relationships is directly proportional to the value of your business. Attracting and retaining customers will be the core competencies of successful firms. Companies will be increasingly valued based on how they build relationships with their customers and on those customers' long-term value to the company.
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