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Customer Experience & VOC

• A Community Fights for Its Right to Healthcare

  Customers Enlist Regulators to Preserve Services In Boothbay, Maine

  by Patricia Seybold

  Elderly healthcare customers on the Boothbay peninsula in Maine are seeking help from Maine’s Health & Human Services’ regulators to keep 24-hour services local. MaineHealth requires seniors to drive dangerous roads at night for help.
  Aug. 22, 2014

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• The CaringBridge Customer Ecosystem

  Millions of People and Hundreds of Companies Align around Patients’ Health Journeys

  by Patricia Seybold

  CaringBridge.org’s apps and tools help to provide emotional support during a health crisis. Using an online journal and guest book, each patient can provide updates for friends and family to track.
  Aug. 8, 2014

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• IBM Watson Engagement Advisor

  Addressing Customer Support Using Cognitive Technology

  by Mitchell Kramer

  Through its use of cognitive technology, IBM Watson Engagement Advisor is an innovative and visionary virtual assisted-service offering, an offering that can (almost) think and learn.
  Jul. 10, 2014

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• Customer Journey Mapping

  How to Ensure that Your Customer Experience Journey Map Reflects Your Customers’ Scenarios

  by Patricia Seybold

  Here’s how to create a Customer Experience Journey Map. Map the ideal experience for key customer segments. Identify the customers’ Moments of Truth in each Customer Scenario. Combine these as the backbone of your end-to-end customer journey.
  May. 23, 2014

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• 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 Marshak

  Think 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?
  May. 15, 2014

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• Clarabridge 6.1

  Social Customer Service with Powerful Monitoring and Filtering, Deep Analysis, and Alert-Driven Customer Interaction

  by Mitchell Kramer

  Clarabridge Analyze and Clarabridge Act monitor and analyze customer conversations on internal and social channels and provide mechanisms to interact with customers. Filtering, analysis, and classification are the strengths. Read our in-depth evaluation.
  May. 9, 2014

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• Can a Contest Improve the “Production of Health”?

  How Esther Dyson Is Using the Way to Wellville Challenge to Promote Collaborative Innovation

  by Patricia Seybold

  The 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.
  May. 9, 2014

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• Amazon Covers the “Last Mile”

  Can the Etailer Improve on UPS, et al. to Create a Customer-Delighting Delivery Service?

  by Ronni Marshak

  Amazon will deliver packages the “Last Mile.” How can they improve on what UPS, FedEx, and the USPS are doing to delight customers?
  May. 1, 2014

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• Personalized Answers to Customers’ Questions

  Creative Virtual V-Person Is the First Virtual Agent to Provide Personalization

  by Mitchell Kramer

  V-Person is Creative Virtual’s virtual agent offering. It can deliver personalized answers to customers’ questions on web, mobile (text and voice), social, and IVR channels.
  Apr. 24, 2014

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• Leading an “Issues and Vision” Discussion with CAB Participants

  Tips for Gaining a Lot of Customer Context in a Short Time

  by Patricia Seybold, Ronni Marshak

  Want to kick off a Customer Advisory Board session the right way? Start by leading an Issues and Vision Discussion to surface customer issues and to create a bonding experience that will result in a thoughtful and successful CAB meeting.
  Apr. 2, 2014

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• Customer Service Supplier and Product Update 4Q2013

  4Q2013 Was a Good Quarter for Customer Service

  by Mitchell Kramer

  4Q2013 was a good quarter for customer service for suppliers Clarabridge, Creative Virtual, eGain, IntelliResponse, KANA, Moxie, Next IT, Nuance, Oracle, and Salesforce.com. Verint acquired KANA in the 4th quarter of 2013.
  Mar. 7, 2014

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• Assessing Customer Experience from the Outside In

  What Are Your Customer Experience Vital Signs?

  by Andrew Spanyi

  To 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.
  Feb. 26, 2014

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• Interviewing End-Customers

  Tips and Sample Questionnaires

  by Ronni Marshak

  Interviewing customers is the best way to understand what they do, what they need, and what they care about. But effective interviewing is an art and a skill to be nurtured. Here are tips and samples to help you get the most out of customer interviews.
  Feb. 6, 2014

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• Nina Web

  Flexible and Accurate Answers to Customers’ Questions

  by Mitchell Kramer

  Nina Web is Nuance’s virtual agent offering for the web, complementing Nina Mobile and Nina IVR and leveraging Nuance’s Natural Language Understanding technology to analyze and match customers’ question to knowledgebase answers.
  Jan. 29, 2014

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• 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 McHaney

  Meet visionary customer advocate Blair McHaney. He uses customer metrics and methods in daily operation, leveraging a customer-centric culture and Medallia VOC software.
  Jan. 23, 2014

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• Recovering from the Crisis of Missed Holiday Deliveries

  How Well Are Etailers and Shippers Dealing with Customers’ Anger?

  by Ronni Marshak

  With 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?
  Jan. 10, 2014

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• Why I Am No Longer a Sears Customer

  Sears.com Fails to Deliver on Promises

  by Ronni Marshak

  Sears 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.
  Dec. 5, 2013

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• How Valuable and Sustainable Is Twitter’s Customer Ecosystem?

  What Is a Twitter End-Customer Worth to Investors?

  by Patricia Seybold

  Twitter 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.
  Nov. 22, 2013

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• Robocalls: Annoying and Illegal

  Avoid This Customer-Unfriendly Practice Except for Appointment Reminders

  by Ronni Marshak

  So, how annoying are those automated marketing calls that interrupt you at dinner time? And they aren’t only annoying, they’re illegal. Still robocalling, as it is called, is proliferating. What can you do about it?
  Nov. 14, 2013

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• Why the Healthcare.gov Insurance Exchange Bombed

  Policy Makers Insisted on a Customer-Unfriendly Workflow

  by Patricia Seybold

  The 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.
  Nov. 7, 2013

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