Customer Experience & VOC
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Managing Customer Advisory Board Programs
How Do Companies Structure, Manage, and Profit from Their B2B Customer Advisory Boards?
by Patricia SeyboldThis report provides a summary of the current practices in managing B2B CABs. -
I Need a New Car, Fast!
How Vehix.com Rates in an Emergency Car Buying Scenario
by Ronni MarshakNovice car buyer, Mia Driver, looks to Vehix.com to help her identify and locate the right car for her family. -
New Car Insurance for a Growing Family
Customer Experience Test Drive of: Geico and Progressive
by Ronni MarshakJust how quick and easy is it to get an online insurance quote from Geico and Progressive? In this test drive, we see if the two auto insurers live up to their advertising promises. -
Selecting a Mobile Phone Family Plan for a Family in Transition
Moments of Truth in Consumer Telecommunications
by Ronni MarshakWhen the kids go off to college, a family needs a new mobile phone plan to support multiple locations. In this Test-drive, we apply the Product Select and Buy Customer Scenario pattern and its key Moment of Truth. -
Research, Compare, and Select a New Retail Bank
Customer Experience Test Drive of: Bank of America, Citibank, and Wells Fargo
by Ronni MarshakWe apply the Product Select and Buy Customer Scenario pattern and its “I want to find the product or service that best addresses my requirements” Moment of Truth to a customer’s research, comparison, and selection activities for a new retail bank. -
Research, Compare, and Select Running Shoes
Customer Experience Test Drive of: Dick's Sporting Goods, Roadrunner Sports, RunningShoes.com, and Runners Warehouse
by Mitchell KramerIn this Test-drive, we apply the Product Select and Buy Customer Scenario pattern and its Moment of Truth to retail for a customer’s research, comparison, and selection activities for a pair of running shoes. -
Research, Compare, and Select a Travel Rewards Credit Card
Customer Experience Test Drive of: American Express, Bank of America, Capital One, Citi, and Discover
by Mitchell KramerIn this report, we apply the Customer Scenario pattern and its “I want to find the product or service that best addresses my requirements” Moment of Truth to financial services for a customer’s research, comparison, and selection of a credit card. -
Dealing with a Moment of Truth in a “Purchase a Gift” Scenario
The Case of the Purple Flip Flops: Test Drive of Linda Anderson.com
by Ronni MarshakA failed shopping experience at lindaanderson.com demonstrates the importance of meeting and measuring your customers’ moments of truth. It also shows the importance of empowering support staff to fix a broken relationship. -
Scenario on 34th Street
Recognizing the Value of Making It Easy for Customers Since 1947
by Ronni MarshakA holiday classic, “Miracle on 34th Street” surprisingly includes emphatic support of making it easy for customers to achieve their desired outcomes. -
A Customer Experience Journey
Signing Up for CitiCards Rewards Proves Daunting
by Ronni MarshakCitibank changed the rewards on my preferred credit card, offering a bonus for paying household utilities with the credit card. But signing up the various utilities to take advantage of this offer proved to be somewhat of an exercise in f(utility). -
Virtually Being There
Royal Caribbean Cruises, Ltd. Creates an Online Onboard Experience
by Ronni MarshakIn an interview with Maria Polo Gonzalez, manager of e-marketing and distribution for Royal Caribbean Cruise Ltd., she describes how she and her team brought the onboard experience online. -
Help Customers Do Their Jobs
Become a Vital Resource in Helping Your Customers Achieve Their Outcomes
by Ronni MarshakThe sixth critical success factor originally introduced in Customers.com is “Help customers do their jobs.” By helping them succeed in their jobs, you ensure that they will remain loyal to your products, services, and organization. -
Provide a 360-Degree View of the Customer Relationship
Leading the Way to Customer Loyalty and Profitability
by Patricia SeyboldThe fourth critical success factor originally introduced in Customers.com is “Provide a 360-degree view of the customer relationship.” -
Streamline Business Processes that Impact the Customer
Make Sure the Customer’s Point of View Is the Design Center for Continuous Process Improvement
by Patricia SeyboldThe third critical success factor originally introduced in Customers.com® is “Streamline the Business Processes that Impact the Customer.” -
Own the Customer’s Total Experience
Taking Responsibility Leads to Customer Loyalty
by Patricia SeyboldThe second critical success factor originally introduced in Customers.com is “Own the Customer’s Total Experience.” -
Getty Images
Making It Easy for Image-Buying Professionals to Do Their Jobs
by Ronni MarshakGetty Images supports image-buying professionals in finding and licensing stock imagery and film for commercial use. -
Meeting the Customer Experience Challenge
What’s Your Current Situation? What’s Your Vision?
by Patricia SeyboldHow does a company that delivers a great customer experience look, feel and behave? Here’s the vision that our clients have of what they’re attempting to achieve as they strive to improve the Quality of the Customer ExperienceSM they deliver. -
Leading an “Issues and Vision” Discussion with Customers (and Partners)
Tips for Gaining a Lot of Customer Context in a Short Time (and How to Kick Off a Customer Scenario® Mapping Session)
by Patricia SeyboldWhat’s the most effective way to capture customers’ current and ideal requirements about your business, about current or potential products and services, about your processes, about the brand experience you offer? -
Identifying Operational Customer Experience Metrics
How to Spot What Matters Most to Customers and Turn Those “Moments of Truth” into Metrics You Can Track
by Patricia SeyboldThis report provides an overview of operational customer experience metrics: What are they? Why do they matter? How do other companies identify and monitor them? How might you discover your customers’ metrics? -
Monitor Your Quality of Customer Experience
QCE vs. QoE: Monitor Operational Performance on the Things That Impact the Quality of Your Customer’s Experience with Your Brand
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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