Make It Easy for Your Customers to Get Things Done
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MySears Community Gets a Facelift
Community and Commerce Are Still Too Separate!
by Ronni MarshakYour customer community should be an integral part of your business and web presence. How well does the improved MySears Community do on integrating community with commerce? -
The Mobile E-Wallet Customer Ecosystem
What Types of Players Need to Partner and What Do They Need to Do to Gain Customers’ Trust?
by Patricia SeyboldThe mobile e-wallet landscape is a 6-layered ecosystem of players, with e-wallet providers at the top and payment and financial institutions at the bottom. If all players aligned around customer-critical issues, mobile e-wallet adoption would accelerate. -
Who Are the Key Players in Mobile E-Wallets in the U.S.?
Amazon, Apple, Google, PayPal (e-Bay), Mobile Phone Networks, Credit Card Companies, or Upstarts?
by Patricia SeyboldWe predict the marketshare battle for mobile phone e-wallets will be waged in the U.S. in 2013. Here’s the landscape as we see it. We believe that Amazon and PayPal will throw their hats into this ring, along with Apple, Google, Microsoft, and Isis. -
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. -
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! -
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. -
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. -
Career and Job Hunting Advice
How Well Does Monster.com Help Prepare You for Your Job Hunt?
by Ronni MarshakCustomers often need preparation in order to value your offerings. We look at how Monster.com prepares members before they actively start searching for jobs. The lessons learned can apply to any organization. -
Getting the Most Out of Customer Visits
How to Observe and Capture How Key Business Personas Make Decisions
by Ronni MarshakThere are valuable insights to gain when visiting customers and observing how people do their jobs. Here are some tips and techniques on how best to approach and maximize the value of visiting and studying customers. -
Is Sears.com Strong Enough to Help Save Sears?
Customer Experience Audit of Sears.com’s Capabilities to Let Customers Find and Buy What They Want and Manage Their Relationships
by Ronni MarshakCustomer Experience Audit of Sears.com’s Capabilities to Let Customers Find and Buy What They Want and Manage Their Relationships -
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. -
All I Want for the Holidays
A Wish List to My Favorite Retailers and Etailers
by Ronni MarshakHere's a list of ways to personalize the holiday shopping experience that will delight customers and bring in extra sales from those of us who avoid Black Friday and Cyber Monday. -
How Well Does Mint.com Help Me Keep Track of My Finances?
Customer Experience Audit of Mint.com’s Free Online Application that Helps Customers Analyze and Manage their Personal Finance
by Ronni MarshakHow well does Mint.com, a free web-based personal financial management service, meet the scenario a 55 year old single working woman who wants to get a handle on her personal finances? -
Build Community Around "My Stuff"
How Will Online Communities and Social Networks Evolve?
by Patricia SeyboldOnline customer support communities and social networks need to be integrated into the tools that customers use to manage their stuff. -
Developing Applications to Improve Customer Experience
Bridging the Arbitrary Product Line and Channel Silos that Drive Your Customers Crazy
by Patricia Seybold, Ronni MarshakCustomers are annoyed when they don’t encounter a seamless experience as they interact across touchpoints or product lines. Learn how to approach developing applications that are seamless for customer, partners, and employees. -
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. -
How Well Does Bank of America Help Me Manage My Money Online?
Customer Experience Audit of BoA's Capabilities to Help Customers with Financial Best Practices
by Ronni MarshakBankofamerica.com does a good job of helping customers manage their personal finances. It isn’t as good at helping them choose the right accounts for their needs. How does your company do at helping your customers choose and manage products and services? -
How Well Does Staples Help a Small Company "Manage My Stuff?"
Customer Experience Audit of Staple’s Capabilities to Let Small B2B Customers Manage Their Relationship
by Ronni MarshakStaples has done a great job of making it easy for customers. But how does it do in a scenario in supporting a small business customer’s account management needs as he tries to “manage his stuff?” -
How Well Does Amazon.com Let Me "Manage My Stuff?"
Customer Experience Audit of Amazon.com’s Capabilities to Let Customers Manage Their Relationship
by Ronni MarshakAmazon.com is the role model for creating a great online customer experience. But how well does it do in helping loyal customers “manage their stuff.” In this customer experience audit, we see how Amazon does in a true-to-life customer scenario.
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