Customer Experience & VOC
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Don’t Blindside Your Customers
Bankofamerica.com Neglects to Warn Customers of a Glitch that Requires Customer Attention
by Ronni MarshakWhen there is an emergency service interruption to your customer experience, it’s important to have processes in place to remedy the situation. Bank of America missed that opportunity and was deluged with calls from frustrated and annoyed customers. -
Does B2B Customer Experience Differ from B2C CX?
A Customer Is a Customer
by Ronni MarshakDon’t let arbitrary categorization, such as B2B versus B2C, to allow you to provide anything but the best customer experience for your individual customers, whether they are wearing a business or consumer hat. -
When Do You Need an App for That?
Do Mobile Apps Make It Easier for Customers to Do Business with You?
by Patricia SeyboldWhen do you need a mobile app for customer service and when is it better to provide mobile-friendly customer self-service portals or web sites? -
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! -
Setting Expectations for Customer Co-Design and Other Customer-Facing Engagements
The New CSM Guidebook: Part 4: Setting Expectations
by Ronni MarshakNo matter how well prepared you are for your customer-facing events, you won’t be completely successful if the expectations of participants haven’t been clearly set. Here are tips for setting the expectations of customers, partners, and internal stakeholders. -
Steps to Success for Personalizing Your Customer Experience
A Roadmap for Personalization
by Susan AldrichSee how pioneers in personalization, including Bakers Shoes and Netflix, use personalization to great advantage. Personalization varies among businesses and among customers, but we offer the specific steps you can take to set and accomplish personalization goals that enhance your business and your customer experience. -
KANA Experience Analytics
Powerful Analytics, Tight Integration with KANA Service Experience Management
by Mitchell KramerKANA Experience Analytics monitors, analyzes, and acts on customer conversations on the social web and customer conversations on internal channels. Analytics that categorize customer conversations and classify their sentiment are its key strength. -
Tips for Email Communications for Customer-Facing Engagements
The New CSM Guidebook: Part 3: Communicating with Customers
by Ronni MarshakWhen planning customer-facing engagements, the relationship begins long before the customers show up to the session. Here are guidelines for writing effective communications that surround a customer co-design event. -
How to Innovate Business Models
Should You Create a Business Model Innovation Factory?
by Patricia SeyboldSaul Kaplan’s book, The Business Model Innovation, clarifies why so many internal innovation projects fail: they challenge existing business models. -
Career and Job Hunting Advice
How Well Does Monster.com Help Prepare You for Your Job Hunt?
by Ronni MarshakCustomers often need preparation in order to value your offerings. We look at how Monster.com prepares members before they actively start searching for jobs. The lessons learned can apply to any organization. -
When and How to Embed Customer Co-Design into Your Projects
What Customer Co-Design Options Fit Your Purview?
by Patricia SeyboldWe have found at least six opportunities to embed customer co-design into the projects you’re already doing. Our recommendation? Use customer co-design early and often. -
Handling the Logistics of a Customer Scenario® Mapping Session
The New CSM Guidebook: Part 2: Logistics Check List
by Ronni MarshakPreparing a customer-facing engagement can be a logistics nightmare. Here is a checklist of the details required to run a successful Customer Scenario® Mapping session, which is a superset of all the logistics required for a great customer engagement. -
Social-Service Evaluation Framework
Products that Monitor Social Posts, Identify Customers’ Questions and Problems, and Help Deliver Answers and Solutions
by Mitchell KramerOur framework for evaluating social-service products that help organizations deliver customer service to the social web has four top-level criteria: customer service best fit, analytic functionality, customer service integration, and viability. -
How to Plan for a Customer Scenario® Mapping Session
The New CSM Guidebook: Part 1: The Eight Pre-Session Planning Activities
by Ronni MarshakTo get the most out of Customer Scenario® Mapping sessions, you need to plan carefully. Here, we provide an overview of the eight steps you’ll want to take before each event to ensure that your customer co-design sessions are successful and impactful! -
Facebook’s Timeline: Seductive and Dangerous?
Applications Integrated into Timeline Track Everything that You and Your Friends Do
by Patricia SeyboldFacebook’s new Timeline is much more than a new user interface. It’s a seductive forced march designed to lead us all into a marketers’ nirvana in which our activities and life events are tracked. -
Customer Service Supplier and Product Update 4Q2011
Quarterly Update of Vendors and Products: Mixed Results for 2011
by Mitchell KramerEach quarter, we provide a round-up of product and company activity for the top suppliers of customer service solutions: Astute Solutions, Attensity Group, Consona CRM, eGain, IntelliResponse, KANA, Moxie Software, Oracle, and Salesforce.com. Here’s the update as of Q4 2011. -
Customer Ecosystems: Meal Ordering Services
Creating Customer Ecosystems Around a Specific Service
by Ronni MarshakIf there’s “a job” that customers need to get done, it’s relatively easy to foster an ecosystem of business partners to fulfill customers’ goals. What take-aways for your business will you get from our comparison of three competing meal ordering services? -
Unintended Risks of Using Facebook
Pay Attention to What Information, and Whose Information, You Are Sharing with Whom!
by Patricia SeyboldBe a good steward of your privacy and the privacy of your friends and family members on Facebook. Learn how applications are mining and analyzing your and your friends’ Facebook behavior and what you should know about those practices. -
Getting the Most Out of Customer Visits
How to Observe and Capture How Key Business Personas Make Decisions
by Ronni MarshakThere are valuable insights to gain when visiting customers and observing how people do their jobs. Here are some tips and techniques on how best to approach and maximize the value of visiting and studying customers. -
Is Sears.com Strong Enough to Help Save Sears?
Customer Experience Audit of Sears.com’s Capabilities to Let Customers Find and Buy What They Want and Manage Their Relationships
by Ronni MarshakCustomer Experience Audit of Sears.com’s Capabilities to Let Customers Find and Buy What They Want and Manage Their Relationships
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