Customer Experience & VOC
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Return on Customer
Peppers and Rogers Popularize an Important Concept
by Patricia SeyboldPatricia Seybold reviews and recommends Don Rogers’ and Martha Peppers’ new book—Return on Customer—which continues the arguments that Seybold laid out in The Customer Revolution in 2001. -
Interviewing Customers for Your Customer Scenario Mapping Session
The Pre-Session Interview Enables Great Customer Scenario Choices
by Susan AldrichCustomer interviews are a critical step in preparing for a Customer Scenario® Mapping session. Here’s our script and tactics for the pre-session interviews. -
Establishing Customer Experience Metrics Using Customer Scenario Maps
Developing Your Customer Flight Deck
by Susan AldrichUse customer metrics and moments of truth you identify in your Customer Scenario® Maps to create your QCE measurements. -
Discovering Findability Requirements from Customer Scenario Maps
Building Your Search and Navigation Approach
by Susan AldrichOur findability requirements discovery methodology is centered on customer requirements and the customer’s perspective. -
What Are Customer Experience Best Practices?
Summary of Our Findings from the APQC Total Customer Experience Benchmark and a Report Card for You
by Patricia SeyboldHere’s our high-level summary of the best practices that we discovered in a recent conference conducted by the American Productivity and Quality Council between 10/04 and 4/05. We include a Customer Experience Report Card you can use to rate yourselves. -
Integration Scenarios and the Networked Integration Environment
Pillars of Your IT Integration Strategy for Customer Experience
by Brenda MichelsonIn this report, we delve into the networked integration environment, its major layers and services, and its supporting environments, framed by the business drivers—customer experience scenarios that depend on integration. -
Integration and Customer Experience
Creating an IT Integration Strategy to Deliver an Integrated Customer Experience
by Brenda MichelsonIn this report, we discuss the importance of integration to customer experience and share our perspective on how to develop an IT integration strategy to deliver on your customer’s expectations. -
Design Your Quality of Customer Experience (QCE) Scorecard
Create a Small, Focused Set of Metrics; Measure What Matters to Your Customers
by Patricia SeyboldWe offer three best practice examples and describe the eight steps you can take to create your own QCE(SM) Scorecard. -
QCE Resolutions
Focus on What Matters Most to Your Customers
by Patricia SeyboldAre you interested in providing or improving your customer experience in 2005? Then start by focusing on these five areas. -
Designing a Fluid Enterprise Using an Adaptive, Customer-Centric IT Architecture
Creating a Blended IT Architectural Portfolio to Support Your Customer-Centric Business
by Brenda MichelsonThis report demonstrates our architecture blending process on four of the new architecture strategies in order to achieve enterprise fluidity for our fictional customer-adaptive business, Digits Undercover. -
Banks Measure What Matters to Customers—and Improve Service
Leading Practitioners Now Measure the Quality of Customer Experience
by Patricia SeyboldBanks and other financial services firms are focusing on the Quality of Customer Experience for critical customer scenarios. Here are a couple of examples of how banks are measuring and improving what matters to their prospects and customers. -
Payment Strategies
Customer Experience Insights Gleaned from Watching the U.S. Banking Industry
by Patricia SeyboldBank of America has developed a good governance model to tackle a difficult strategic problem that crosses organizational boundaries and product line boundaries. Here's a brief look at how BofA has organized to develop an integrated payments strategy. -
How Strong Is Your Customer Experience?
Building Strong Customer Experiences Twelve Ways
by Mitchell KramerCustomer experience is the environment in which your customers do business with you. Build a stronger customer experience, and you’ll improve customer satisfaction, loyalty, and profitability. Learn in this report how to build stronger customer experienc -
Rethinking CRM
Customers Don't Want to Be Managed; They Do Want Good Experiences and Outcomes
by Patricia SeyboldToday’s customer-centric executives have expanded the purview of their CRM initiatives to encompass end-to-end customer experience management. Their mandate now includes merchandising and product information, as well as all customer-impacting operational -
How to Identify Business Patterns, Part 2
Concepts, Strategy, and Techniques
by Patricia Seybold, Robert SheltonThis report works through examples of Customer Scenario patterns that underpin a B2B procurement case study and identifies the business roles that will link this Customer Scenario pattern to entity-relationship patterns. -
How to Identify Business Patterns, Part 1
Concepts, Strategy, and Techniques
by Patricia Seybold, Robert Eugene SheltonThis report introduces business patterns and begins our examination of Customer Scenario patterns that underpin a B2B procurement case study. -
Learning about Emergent Learning, Part 3
From Post Mortem to Living Practice and Emergent Learning in Action
by Marilyn DarlingHow do you transform your organization into a change master? Instill After Action Reviews (AARs) as an iterative learning practice. Don’t focus on “lessons learned;” analyze the ground truth in mid-task and at the end of each iteration. Hypothesize about -
Learning about Emergent Learning, Part 2
Early Civilian Adopters of After Action Reviews: Shell Oil, Harvey-Davidson, Geerlings & Wade
by Marilyn DarlingHow do you transform your organization into a learning organization? Shell Oil, Harley-Davidson, and Geerlings & Wade are three companies that have been early adopters in the use of After Action Reviews (AARs) to foster organizational learning. This art -
Learning about Emergent Learning, Part 1
The Evolution of After Action Reviews (AARs) at the U.S. Army
by Marilyn DarlingIf you want to master organizational change, we recommend that you unleash the power of emergent learning in your organization. Start with After Action Reviews. -
Best Practices in Dealing with Consumers’ Cross-Channel Retail Behavior
Meeting Consumers' 'Moments of Truth' as They Shop across Channels
by Patricia SeyboldMany of today’s consumers prefer to shop across channels—for example, researching online, buying in the store, and getting support by phone. Cross-channel retail poses significant challenges for retailers and for suppliers of consumer products. We offer
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