Customer Experience & VOC
- « previous
- Page 6 of 11.
- next »
-
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 Well Does Mint.com Help Me Keep Track of My Finances?
Customer Experience Audit of Mint.com’s Free Online Application that Helps Customers Analyze and Manage their Personal Finance
by Ronni MarshakHow well does Mint.com, a free web-based personal financial management service, meet the scenario a 55 year old single working woman who wants to get a handle on her personal finances? -
How to Be a Great Customer
Good Customers Have the Best Experiences
by Ronni MarshakRelationships between company representatives and customers go both ways. In order to receive the very best customer experience, you should be the very best customer you can be. Here, we offer some guidelines for how to be a good customer. -
Developing Applications to Improve Customer Experience
Bridging the Arbitrary Product Line and Channel Silos that Drive Your Customers Crazy
by Patricia Seybold, Ronni MarshakCustomers are annoyed when they don’t encounter a seamless experience as they interact across touchpoints or product lines. Learn how to approach developing applications that are seamless for customer, partners, and employees. -
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. -
How Well Does Bank of America Help Me Manage My Money Online?
Customer Experience Audit of BoA's Capabilities to Help Customers with Financial Best Practices
by Ronni MarshakBankofamerica.com does a good job of helping customers manage their personal finances. It isn’t as good at helping them choose the right accounts for their needs. How does your company do at helping your customers choose and manage products and services? -
Apple Sacrifices Customer Experience for Revenue
Lowering Customer Satisfaction by Adding Friction to a Seamless Experience
by Ronni MarshakApple is exacting a higher commission on digital media purchased from within publishers’ own iPhone apps, forcing them to modify the seamless customer experience. The result is angry customers and a potential hit to the Apple brand. -
Why Customer Experience Shouldn't Report to Marketing
Operations May Be a Better Home for Your Top Customer Experience Exec
by Patricia SeyboldWhere should your top Customer Experience executive sit in your organization? Don’t make customer experience a marketing position. The person responsible for your organization’s CX should ideally have purview over your entire company’s operations. -
How Well Does Staples Help a Small Company "Manage My Stuff?"
Customer Experience Audit of Staple’s Capabilities to Let Small B2B Customers Manage Their Relationship
by Ronni MarshakStaples has done a great job of making it easy for customers. But how does it do in a scenario in supporting a small business customer’s account management needs as he tries to “manage his stuff?” -
Optimizing the Airline Passenger Experience
Putting Customer Experience First Often Seems Impossible in a Complex Real World Setting
by Patricia SeyboldWith so many interdependent moving parts, priorities, and seemingly “out of our control” events (like bad weather and mechanical failures), it’s supremely difficult for airlines to deliver a great customer experience, yet there are ways to do it. -
How Well Does Amazon.com Let Me "Manage My Stuff?"
Customer Experience Audit of Amazon.com’s Capabilities to Let Customers Manage Their Relationship
by Ronni MarshakAmazon.com is the role model for creating a great online customer experience. But how well does it do in helping loyal customers “manage their stuff.” In this customer experience audit, we see how Amazon does in a true-to-life customer scenario. -
A Best Practice Example of Applying UX Principles to Product Design and Development
Koko Fitness Demonstrated How to Do It Right Back in 2005!
by Patricia Seybold, Ronni MarshakKoko Fitness, a small company that designs and sells interactive workout systems, has been a shining example of best practices in incorporating customer experience and user experience methods into their product design and development lifecycle. -
End-to-End Customer Experience
Do You Have Someone to Hold Your Customers’ Hands All the Way to Success?
by Ronni MarshakCustomers hate complexity! What they really want is for someone else—whether it is your organization or a third party—to manage the complexity for them! Learn what makes a good customer project/account manager. -
User Interfaces Shouldn't Just Be Intuitive
To Make Things Easy to Use, Make Them Obvious!
by Ronni MarshakWhen you are designing a product or service, make sure that you are as clear as possible when you design the user interface. Take the guesswork out, and make it all obvious! -
Treating Your Customers with Respect
Provide Concerned, Engaged, and Accurate Customer Service or Risk the Customer Relationship
by Ronni MarshakThe difference between a great customer experience and a disastrous one is how the customer is treated after presenting a problem. Here are three different examples. -
Customers.com Handbook
A Handbook for Your Customers.com® Initiatives—Parts 1 to 4
by Patricia SeyboldIn Customers.com Classic, we described the successful Internet Strategies of sixteen different best practices organizations. Those firms are still ahead of the pack in executing customer-centric strategies that keep customers loyal and empowered. There are eight core competencies that these early leaders adopted. Now, 12 years later, those same core competencies still stand the test of time. -
What Can Damage Apple's Amazing Customer Experience and Brand?
Network Congestion Will Be a Challenge Even to Steve Jobs
by Patricia SeyboldApple always offers a great customer experience. Yet it has chosen partners who fall down on the job. And, as you can do more with Apple products, network congestion can make the experience less than ideal. -
How to Approach Customer Experience Management
An Overview of Patricia Seybold Group’s Recommended Game Plan
by Patricia SeyboldIn this report, you’ll learn how the Patricia Seybold Group defines and approaches customer experience management. -
The Wrath of Customers
Are We Blaming Providers for Things Beyond Their Control?
by Ronni MarshakSometimes customers go overboard with their negative emotions. But we’re all human. So what can you do about it? -
Map Ideal Customer Experiences with Cross-Functional Teams
Why and When to Map Customer Scenarios with Internal Stakeholders
by Ronni MarshakThere’s great value in using the Customer Scenario Mapping technique internally as a tool that helps your employees become more customer-centric, even without direct customer engagement.
- « previous
- Page 6 of 11.
- next »
