Customer Experience & VOC
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From Scenarios to Solutions: Use Case Techniques Applied, Part 3
Transforming Customer Scenarios to Use Cases
by Robert Eugene SheltonThis report works through the third part of a case study of translating Customer Scenarios to Use Cases. -
From Scenarios to Solutions: Use Case Techniques Applied, Part 2
Transforming Customer Scenarios to Use Cases
by Robert Eugene SheltonThis report works through the second part of a case study of translating Customer Scenarios to Use Cases, focusing on getting the list of Use Cases right. -
From Scenarios to Solutions: Use Case Techniques Applied, Part 1
Transforming Customer Scenarios to Use Cases
by Robert Eugene SheltonThis report works through an example of translating Customer Scenarios into Use Case models and provides guidelines for successful identification of the Use Case model system boundary, actors and Use Cases. -
Delivering Content in Context at National Semiconductor
Organizing and Visualizing Content for Reference Hardware Designs
by Geoffrey BockNational Semiconductor is in the midst of deploying a set of System Solutions, reference hardware designs that describe how to incorporate various analog devices to engineer different electronic products. -
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. -
The Dangers of Defining a Specific Scenario-Mapping Customer
Creating a Composite Customer Yields Best Results
by Ronni MarshakWhen defining the customer for a scenario-mapping session, create a composite customer who embodies the common traits and needs of a key customer segment. -
Identifying the Right Customers and Context
Building the Foundation for a Customer Scenario
by Ronni MarshakBefore you begin a Customer Scenario® Mapping exercise, you should capture the context of the scenario. -
Gathering Customers' Real Requirements
Uncovering Customers' Moments of Truth
by Patricia SeyboldGathering customer requirements can be tough. Particularly if customers can't envision the possibilities of how they might reach their outcomes in a dramatically different way. -
It's a Matter of Trust
In Consumer Customer Scenarios®, Don't Underestimate the Importance of a Trusted and Independent Third Party
by Ronni MarshakConsumers are often resistant to buying from manufacturer’s Web sites. What can you do establish trust and increase your sales? -
What Customer-Centric Executives Need to Know about Portals:
A Customer-Driven Approach
by David MarshakCustomer-centric executives should adopt portals as the latest tool in their arsenal for managing the customer experience. -
The Amazon/Office Depot Relationship for Selling Computer Components
Offering a Seamless Customer Experience across Multiple Business Partners
by Geoffrey BockAmazon and its business partners are raising the bar in multi-party-merchandising of commodity products. Amazon, Tech Depot, and Viking Components each provide essential content to create a seamless customer experience. -
High Tech Companies Grade themselves on the Quality of Customer Experience they Offer
Different Results According to Different Roles
by Susan AldrichHow you evaluate yourself on how well you provide a Quality of Customer Experience seems to depend on what your role is in your organization. See how executives at high-tech companies rated themselves. -
Winning Back Customers
A Renewed (or, Perhaps, First-Time)
by Ronni MarshakFleetBoston is improving its customer service with its Winning Gold initiative. -
Where Do We Stand on Customer Value and QCE?
Results of the Self-Assessment on How Well Positioned Your Organization Is for Managing By and For Customer Value & Monitoring & Improving the Quality of Your Customer Experience
by Susan AldrichHow did 1,327 executives and key managers rate their companies’ ability to manage by and for customer value and monitor and improve the Quality of your Customer ExperienceSM as compared to Patricia Seybold Group’s best practices? -
Closed-Loop Meta-Process Management
Gaining Visibility into Linked Processes that Address Customer Scenarios
by Ronni MarshakIn order to address customer scenarios, multiple business processes must be launched and linked. -
Ronni Marshak on Customer Experience: Multi-Channel Shopping
A Commerce Experience Should Be a Blended One
by Ronni MarshakMost of us mix and match touchpoints in a blended-channel shopping experience. -
Get Better with Help from Your Customers:
The Right Survey Can Help You Improve the Quality of Customer Experience You Deliver
by Susan AldrichA well-run customer survey is a gold mine. Here is the question set that will reveal you need to know. -
Framework for Quality of Customer Experience (QCE) Management
Building Blocks that Support your Customer Measurement System, Changing Goals, Processes, and Executives’ Practices
by Susan AldrichHow do you create your own living breathing Customer Flight DeckSM? We offer an architectural framework for dealing with data collection, Customer Flight Deck presentation, and the layers in between. -
What Comes After CRM?
Customer-Led Business Transformation
by Patricia SeyboldInvesting in a Customer Relationship Management (CRM) strategy and system won’t give you sustainable profitability. Instead, you need to redesign your company’s business processes from your customers’ point of view. -
Measuring Moments of Truth:
Prioritizing Your Measurement of Quality of Customer Experience
by Susan AldrichUnderstanding how Quality of Customer Experience (QCE) metrics differ from quality of experience (QoE) metrics will help you deliver the quality of experience your customers expect.
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