Align around Customer Outcomes
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Selecting a Mobile Phone Family Plan for a Family in Transition
Moments of Truth in Consumer Telecommunications
by Ronni MarshakWhen the kids go off to college, a family needs a new mobile phone plan to support multiple locations. In this Test-drive, we apply the Product Select and Buy Customer Scenario pattern and its key Moment of Truth. -
What Customer-Centric Visionary Execs Are Doing in 2007
Customer-Outcome-Driven Businesses, Disappearing Home Pages, and Other Trends
by Patricia SeyboldWant to know what’s on customer-centric execs’ minds? Here’s an overview of some of the topics discussed at Patty Seybold’s Spring 2007 Visionaries’ Meeting. -
Research, Compare, and Select a New Retail Bank
Customer Experience Test Drive of: Bank of America, Citibank, and Wells Fargo
by Ronni MarshakWe apply the Product Select and Buy Customer Scenario pattern and its “I want to find the product or service that best addresses my requirements” Moment of Truth to a customer’s research, comparison, and selection activities for a new retail bank. -
Outside In
What’s Beyond Web 2.0 and Enterprise 2.0? Biz 3.0!
by Patricia SeyboldTim O’Reilly got the world thinking in new ways about the Internet with his principles of Web 2.0. Expanding from these principles, we can define the next generation of business, or Biz 3.0. -
Customer Co-Design in Rural Uganda
How URDT Empowers Grass Roots Creativity
by Patricia SeyboldSee how the URDT worked with Ugandan villagers to tackle issues of rural development. The approach they took is one that can be applicable for your organization as it works with customers to create innovative solutions. -
How to Get From Product 2.0 to BIZ 3.0
Redeploy your Product-related Web 2.0 Services to Help Customers Reach Their Goals
by Patricia SeyboldWeb 2.0 offers the ability to support each product lifecycle phase with Internet-enabled services. We call this approach: Product 2.0. -
Building Interactive Feedback into Your Products and Surrounding Services
How Koko Fitness Enables Four Kinds of Interactive Feedback
by Patricia SeyboldHow could your company benefit from building data gathering and interactive feedback into the products and services you offer? Learn how from Koko Fitness. -
Move Over Portals; Prepare for Scenario Nets!
The Next E-Business Model: Task-Specific Cross-Company Workflows
by Patricia SeyboldWe’ve invented a new e-business model. We call it Scenario Nets—interlinked Web sites that help you complete a complex task. -
Landscape Forms’ Use of GE ColorXpress® Services Customer Innovation Center for a New Product Launch
Launching a New Product Line Based on Customers’ Input
by Patricia SeyboldLandscape Forms, an industry leader for the design and manufacturing of outdoor site furniture, worked hand-in-hand with GE ColorXpress® Services Customer Innovation Center experts to help create a bold new product line. -
Help Customers Do Their Jobs
Become a Vital Resource in Helping Your Customers Achieve Their Outcomes
by Ronni MarshakThe sixth critical success factor originally introduced in Customers.com is “Help customers do their jobs.” By helping them succeed in their jobs, you ensure that they will remain loyal to your products, services, and organization. -
Koko Fitness
Discovering Baby Boomers’ Health and Fitness Issues
by Patricia SeyboldKoko Fitness is a new start-up company that was designed from the outside in—starting with customers’ desired outcomes. -
Streamline Business Processes that Impact the Customer
Make Sure the Customer’s Point of View Is the Design Center for Continuous Process Improvement
by Patricia SeyboldThe third critical success factor originally introduced in Customers.com® is “Streamline the Business Processes that Impact the Customer.” -
Meeting the Customer Experience Challenge
What’s Your Current Situation? What’s Your Vision?
by Patricia SeyboldHow does a company that delivers a great customer experience look, feel and behave? Here’s the vision that our clients have of what they’re attempting to achieve as they strive to improve the Quality of the Customer ExperienceSM they deliver. -
Leading an “Issues and Vision” Discussion with Customers (and Partners)
Tips for Gaining a Lot of Customer Context in a Short Time (and How to Kick Off a Customer Scenario® Mapping Session)
by Patricia SeyboldWhat’s the most effective way to capture customers’ current and ideal requirements about your business, about current or potential products and services, about your processes, about the brand experience you offer? -
Nurturing Customer Loyalty in the B2B World
Know and Nurture Your Internal Advocates
by Patricia SeyboldWe spend a lot of our time these days working with the customer advocacy and customer experience teams at large software and systems companies. -
Building Buy-In for Customer-Centric Initiatives
Facilitate Group Interviews with Key Stakeholders to Build Trust and Momentum
by Patricia SeyboldUse this group interview technique to build a shared mental model of both current reality and a vision for the customer experience you’d like to be able to deliver. -
Why It's Hard to Prioritize IT Initiatives around End-Customer Impacting Issues
Current Disconnects between Business and IT; Suggestions for Bridging the Gaps
by Patricia SeyboldAre you having trouble getting customer-centric priorities at the top of your IT shopping list? You're not alone. There are increased tensions brewing between the business and IT for lots of good reasons. See if your organization looks like the picture w -
VP of Customer Intelligence
Patty's Dream Team: Roles and Responsibilities You'll Need for Your Customer-Centric Organization
by Patricia SeyboldThe first priority of your VP of customer intelligence should be to act as the custodian for the information that your customers care about. -
E-Merchandising at drugstore.com
How drugstore.com Organizes and Automates Product Merchandising and Marketing
by Susan AldrichAt drugstore.com, constant on-site promotions, internet advertising, and a 30 percent annual turnover in SKUs are managed with a high degree of consistency. -
From Scenarios to Solutions: Use Cases
Mapping Customer Scenarios to Use Cases
by Robert Eugene SheltonThis report shows how to map Customer Scenarios to Use Cases and describes how to determine when and if such mapping is appropriate for your organization and situation.
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