Customer-Centric Culture
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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. -
Do’s and Don’ts of Telephone Support
Making It Easy to Navigate through IVR Hell and Get a Positive Telephone Support Experience
by Ronni MarshakThink you provide great customer service? When did you last check out what your customers experience when they call your support line? Are they stuck in an infinite IVR loop? And, when they get to a real person, are their issues resolved? -
Can a Contest Improve the “Production of Health”?
How Esther Dyson Is Using the Way to Wellville Challenge to Promote Collaborative Innovation
by Patricia SeyboldThe Way to Wellville is a community health innovation contest among five communities in the U.S. The towns will have five years to dramatically improve health outcomes by focusing on the determinants of health, rather than on the treatment of disease. -
Inconsistent Customer Service Information from Bank of America
Four Different CSRs; Four Different Responses
by Ronni MarshakTrying to sign up to automatically pay my new Bank of America credit card balance each month turned into a long, frustrating mess because of inconsistent processes and the fact that not all CSRs knew what could be done! -
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 Offer a Little Extra to Delight Customers
My Most Recent Favorite Customer Experience Practices
by Ronni MarshakGo beyond good – surprise and delight people with unexpected customer service. See examples from Amazon.com, Trader Joe’s, CVS, and BoltBus, with extrapolations for B2B organizations. -
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. -
Recovering from the Crisis of Missed Holiday Deliveries
How Well Are Etailers and Shippers Dealing with Customers’ Anger?
by Ronni MarshakWith so many packages not delivered in time for the holidays, etailers and delivery companies had a lot of explaining to do and apologies to make. What can be done to avoid this type of customer experience disaster next holiday season? -
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? -
Cloud Computing in 2015
End-Customers’ Priorities Will Drive Companies’ Customer Cloud Implementations
by Patricia SeyboldCustomers want access to their information from anywhere and from any device. The best way to provide that access is via the cloud. By 2015, we predict that customer clouds will abound. Will you be ready? -
Why I Am No Longer a Sears Customer
Sears.com Fails to Deliver on Promises
by Ronni MarshakSears has failed this shopper for the last time! Read the sad, sad story of hours wasted, responses not received, and powerless customer service agents following self-serving customer service practices. -
How Valuable and Sustainable Is Twitter’s Customer Ecosystem?
What Is a Twitter End-Customer Worth to Investors?
by Patricia SeyboldTwitter is more than a company. It’s a customer ecosystem with seven layers of different types of players—each benefitting from their use of Twitter’s social media platform. -
Why the Healthcare.gov Insurance Exchange Bombed
Policy Makers Insisted on a Customer-Unfriendly Workflow
by Patricia SeyboldThe long-awaited U.S. government Federal health insurance exchange, healthcare.gov, went live on October 1, 2013 and quickly proved impossible to use. Would-be customers were subjected to long delays. Here’s why. -
Four Reasons Why Customers Prefer Twitter for Customer Service
Quick Response, Fast Action, Public Shame, & Instant Updates
by Patricia SeyboldTwitter is becoming the preferred customer service channel for many people. But many companies aren’t paying attention. Providing good customer service on Twitter could differentiate your firm and reduce support costs. -
Customer Co-Design and Customer Scenario Mapping
A Philosophy for Customer-Centric Organizations and a Method for Instilling It
by Ronni MarshakCustomer-centric organizations should deliver on their mission by co-designing with customers. And the best method for realizing this goal is to work together to map out your customers’ important scenarios. -
Lumosity Harnesses 45 Million Brains
A Customer Ecosystem Focused on Improving Our Brains’ Performance
by Patricia SeyboldLumos Labs’ Lumosity is more than a set of brain-training games. It’s an ecosystem aligned around one customer-centric goal: helping people improve their brains’ performance. -
Good Service, but Missed Opportunity for Greatness
A Recommendation for Peapod Grocery Delivery Service
by Ronni MarshakPeapod grocery delivery service does a fine job of customer service, but a recent experience revealed a barrier between what they know about a customer and the customer service department. -
Owning the Customer’s Total Experience
A Success Story for a Company that Didn’t Let a Customer Down in a Time of Need
by Ronni MarshakWhen you fail to make sure that your customers have a great and successful experience, whether or not you are in control, you risk losing their business and hurting your brand. But ensuring your customers are successful reaps rewards! -
Agilent’s Virtuous Circle of Personalization
Customer Experience, Content Strategy, and Marketing Automation Create a Machine that Drives Customer Engagement
by Susan AldrichAgilent offers lessons on achieving a highly personalized experience for customers of all stripes at all phases of engagement. -
Have We Consented to Government Surveillance?
Do Citizens, Residents, and People in Other Countries Have a Right to Privacy in the Digital Age?
by Patricia SeyboldEdward Snowden’s whistle-blowing on the NSA, and Glenn Greenwald’s documentation of the technologies and processes used, are a wake-up call for citizens who believe that their private communications should remain private.
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