Customer Experience & VOC
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Gimme That Old Time Customer Service
A Little Special Attention Can Entice New Customers
by Ronni MarshakEven if your product or service is better than the next guy’s, poor customer experience can lose customers. Remember the importance of the personal touch! -
Oracle Service Cloud Social Experience
Built-In Social Monitoring, Analysis, and Interaction
by Mitchell KramerOracle Service Cloud Social Experience provides social customer service by monitoring and analyzing social posts and interacting with social posters. Social Experience is an integral component of Oracle Service Cloud in packaging, pricing, and functionality. See the details in the full report. -
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. -
Customer Service Supplier and Product Update 2Q2013
2Q2013 Was a Mixed Quarter for Customer Service
by Mitchell Kramer2Q2013 was a mixed quarter in customer service—mixed in customer growth financial performance, products, and company activity. Impressively, Clarabridge, IntelliResponse, and Salesforce.com all earned our Customer Service Stars for the quarter. -
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. -
Customizing Greeting Cards Online
How Well Did American Greetings and Hallmark Meet My Customer Scenario?
by Ronni MarshakGoing through a card-buying scenario identified some important lessons for all businesses about keeping promises and providing a seamless experience throughout your customer ecosystem. -
Customer Co-Design for Elder Independence
Approach for Elders to Age in Their Homes
by Patricia SeyboldDr. Allan Teel's new book tells the remarkable story of an innovative “virtual assisted-living” program that was co-designed with 40 elders in Maine and is now rolling out across the country. -
Supporting the Demand (Customer) Chain
Start with the End-Customers, but Make Sure You’re Making It Easy for Every Stakeholder Between You and Them
by Ronni MarshakIn order to delight your end-customer, you have to understand the needs and scenarios of every participant in your demand chain (or, as we like to think of it, the customer chain). -
Customer Service Supplier and Product Update 1Q2013
1Q2013 Was a Good Quarter for Customer Service
by Mitchell Kramer1Q2013 was a good quarter for customer service. Customer growth was the highlight, and it drove good financial performance resulted. Product and company activity were high. M&A was big news as Nuance acquired VirtuOz. -
IntelliResponse Virtual Agent
Virtual Agents that Are Fast and Easy to Deploy and that Deliver One Right Answer to Customers’ Questions
by Mitchell KramerIntelliResponse VA’s virtual agents deliver accurate answers on web, contact center, mobile, and social channels. They’re multilingual, and they support speech on mobile devices. Most significantly, they’re fast and easy to deploy. Read our evaluation. -
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. -
Boston Globe Masters Social Media in a Crisis
How the Boston Globe Covered the Boston Marathon Bombing
by Patricia SeyboldWhat does it take to beat all the major news and cable networks in news coverage? An amazing team and a commitment to getting it right! Learn how the Boston Globe became the trusted source of information during the Boston Marathon crisis. -
CX Audit: JCP.com
Is Jcp.com Strong Enough to Help Save JC Penney?
by Ronni MarshakJC Penney is in crisis. Can the 15 year-old etailing site, jcp.com, help turn around this failing American brand? -
Collaborating with Customers
Working Together with Customers to Achieve Their Goals
by Ronni MarshakCollaboration is a method of working together to reach a goal; it isn’t the goal itself. But when you collaborate with customers to reach a goal, the results can be very powerful! -
Clarabridge Analyze, Collaborate, and Engage
Voice of the Customer Monitoring, Analysis, and Interaction
by Mitchell KramerClarabridge's Analyze, Collaborate, and Engage monitor and analyze customer conversations on internal and social channels. NLP-based monitoring and analysis are the key strengths. Read our evaluation. -
Customer Service Supplier and Product Update 4Q2012
4Q2012 Was a Very Good Quarter for Customer Service
by Mitchell Kramer4Q2012 was a very good quarter for customer service. Customer growth was the driver. Very good financial performance resulted. Product activity was up. M&A was big news as Nuance acquired VirtuOz. -
What Constitutes a Customer Community?
Hint: It Isn’t a Bunch of Facebook “Likes”
by Ronni MarshakWhat constitutes a “true” customer community? A shared sense of purpose and ownership and a distinctive, often well-guarded culture. -
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? -
Utility Customer Experiences: Stark Contrasts in Dealing with NStar and National Grid
What Each Did Right and What Needs Improvement When Helping Customers in Need
by Ronni MarshakRead the best (and worst) practices demonstrated by NStar and National Grid as they help customers deal with a repair.
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