Metrics & Values
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How Customers Want to Get Their Products Fixed and Problems Resolved
Identifying and Measuring the Key Moments of Truth in "Break/Fix" Customer Scenario® Patterns
by Ronni MarshakWhen something breaks, customers want it fixed! And they want a common set of actions. Learn about this customer scenario pattern. -
10 Characteristics of Customer-Centric Execs
How Many Do You Embody?
by Ronni MarshakHere are 10 characteristics that every customer-centric executive should demonstrate. They range from having a customer vision to monitoring what matters to customers. How well do you stack up? -
How Customers Want to Find and Purchase Your Products/Services
Identifying and Measuring the Key Moments of Truth in "Select & Buy" Customer Scenario® Patterns
by Ronni MarshakEach customer’s context is different, but there are patterns to what they care about in common scenarios. Measure how well you meet these customer priorities to ensure success. -
Secret to Successful Customer Engagements
Beware of These Four Things that Will Doom Your Customer-Centric Initiatives
by Patricia SeyboldIf you want to involve customers in co-designing products, services, and/or customer-impacting business processes, you should know about, and avoid, these four common pitfalls. -
Co-Designing Health & Care with a Community
How a Prospective Provider in Boothbay Maine Is Gathering Customer Requirements
by Patricia SeyboldBoothbay Region Health Care is a start up non-profit chartered to provide primary healthcare for the residents and visitors in their region. They’re in the strategic planning stage of their project. Customer co-design is part of their planning process. -
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. -
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. -
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. -
Defining the Customer-Centric Organization
What Are the Attributes and Behaviors that Define True Customer-Centricity?
by Ronni MarshakIs yours a truly customer-centric organization? See how well you stack up to the attributes and behaviors that characterize an organization that holds customers at the core. -
Improving Wretched Customer Service
Beyond Giving CSRs Authority—Giving Them the Ammunition to Provide Great Service
by Ronni MarshakWhat makes well-intentioned customer service so bad? Martha Brooke of Interaction Metrics offers four common mistakes, and we look at how to empower CSRs to avoid these mistakes. -
Turn Customer Co-Design Insights into Action
How to Gain Momentum by Turning Customer Scenarios into Operational Scorecards, Recommendations, and Action Items
by Patricia Seybold, Ronni MarshakAfter your get your marching orders from customers during a co-design session, how do you trigger action? And Operational Debrief. Learn how to conduct one and how it overcomes organizational obstacles. -
What Makes Amazon Tick?
Understanding the Levers that Amazon Uses to Run Its Business
by Patricia SeyboldAmazon’s strategic intent is to be the most customer-centric company and to offer the earth’s biggest selection of products. But what are the underlying goals and strategies the company uses to deliver on those promises? -
Assigning Emotions to Moments of Truth
Enhancing Customer Scenario® Mapping by Capturing Feelings
by Ronni MarshakCapturing how customers might feel depending on how well you help them achieve their goals can enhance a line of site from customer priorities through your bottom-line opportunities based on how they are feeling while doing business with you. -
Getting at Customers’ Moments of Truth
The New CSM Guidebook: Part 6: Identifying and Measuring Moments of Truth
by Ronni MarshakUnderstanding your customers’ scenarios and the potential showstoppers to customer success should be part of your customer experience strategy. Learn how we identify these “Moments of Truth” as a part of Customer Co-Design. -
Measure What Matters to Customers
The New CSM Guidebook: Part 5: The Vital Importance of Metrics
by Ronni MarshakMeasuring things is easy. Figuring out what to measure is hard! Here are guidelines for defining metrics that matter to customers and how you should measure your organization's performance and bottom-line opportunities based on these measurements. -
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! -
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. -
What Stands in the Way of Successful Customer-Centric Projects?
The Five “Gotcha’s” that Plague Most Initiatives
by Patricia Seybold, Ronni MarshakMost customer projects encounter five obstacles to success: lack of resources, lack of access to the right customers, no buy-in from execs, inadequate execution, and no tangible results. Here is advice on how to overcome these internal showstoppers. -
Best Practices for Web Experience Management
How to Identify the Right Strategy, Plans, Tactics, and Metrics to Achieve Business and Customer Goals
by Susan AldrichWeb experience management involves strategy, plans, tactics, practices, and metrics for all customer digital interactions. Our three best practices will deliver better customer relationships and improved business results. -
How To Monitor Your Return on Customer Experience
Develop and Use a Quality of Customer Experience (QCESM) Operational Scorecard
by Patricia SeyboldHow do you measure a return on investment for your customer experience initiatives? Connect real-time operational execution on the things that matter most to customers to actual bottom-line impact. Here’s how.
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