Cross-Channel, Cross-Lifecycle Experience
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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. -
Provide a 360-Degree View of Each Customer's Context
Making Complete Customer Information Available to Customers as They Address Their Scenarios
by Ronni MarshakOrganizations that allow customers to access, update, organize, and enhance all the information you have about them are primed to keep customers happy long term. -
Streamline Customers' Critical Scenarios
The Key to Making It Enjoyable for Customers to Get Things Done
by Ronni MarshakA customer’s goal isn’t to spend money with you. He wants to get his stuff done! By figuring out his scenarios, you help him be successful and win his loyalty in the process. -
Five Steps to Success in Designing a Customer-Centric Business
Chapter 1 – Customers.com 2.0
by Patricia SeyboldA 5-step prescription for customer-centric executives to design new businesses or re-focus existing organizations and win customers for life. -
Building a Customer-Centric Company: Lessons Learned
Advice to Customer Experience Executives from Aisling Hassell
by Aisling HassellTips from the trenches on how to succeed as a Customer Experience executive. -
Identifying the Problems in Your Cross-Channel Customer Experience
Borrowing the “Mystery Shopper” Model from Retail
by Ronni MarshakWe recommend taking a cue from retailers—employ “mystery shoppers” who give your customer experience people and processes a thorough test drive!! -
Do's and Don'ts of Phone Support
Making It Easy to Navigate through IVR Hell!
by Ronni MarshakAre your customers stuck in the infinite loop of IVR hell? These do's and don'ts can help you create an effective phone support channel that can improve relationships instead of frustrating customers. -
Enticed by Discounts; Impressed by Customer Experience
Providing a Great and Personal Experience Brings Customers Back for More
by Ronni MarshakA restaurant used discounts to bring the customers in. But the excellent service makes sure that customers will come back. -
Planning a Theme Park Vacation around a Birthday
How Easy (or Difficult) Is It to Accomplish on the Parks' Web Sites?
by Ronni MarshakPlanning a vacation and event? See how well the Web sites for DisneyWorld, Six Flags, and Colonial Williamsburg help you achieve your goals. -
What Belongs on Your Customer Dashboard?
Design Your Customer Dashboard to Monitor Performance on Customers' Moments of Truth
by Susan AldrichTracking customer KPIs may be the cheapest bottom line boost available this year. Here’s what you should track, and why. -
How Adidas Moved to Smart Customization & Personalized Coaching
A Journey from Mass-Produced to Smart Customization
by Patricia SeyboldAdidas pioneered in custom footwear and was an early leader in mass-customization. This brief case study describes the history of customization at Adidas from removable studs to just-in-time personalized coaching. -
Service Discovery Using Customer Scenario Mapping
Building Your Services Catalog
by Brenda MichelsonIn this report, we share our Service Discovery Methodology, which helps organizations define the right services for their service-oriented architecture. -
Rethinking CRM: Provide Customers the Information They Care about in a Seamless Fashion
Customers Don’t Want to Be Managed; They Do Want Good Experiences and Outcomes
by Patricia SeyboldThe secret to a successful CRM strategy is a seamless cross-touchpoint, cross-channel and cross-lifecycle experience. Let your customers manage their relationships with you, not vice versa. Focus first on customer service, not on sales or marketing. -
IntelliResponse 5.6
Delivering One Answer to Each Customer Question
by Mitchell KramerIntelliResponse is the customer service offering of IntelliResponse Systems Inc. IntelliResponse is a customer service offering that complements site search and Internet search. It delivers answers to customers’ questions, not lists of documents. -
B2B Firms Are Adopting Web 2.0
How to Engage and Empower Business Customers Online
by Patricia SeyboldOur B2B use of Web 2.0 chalk talk provides “slideware” with commentary so that you can re-use the graphics, concepts, and overall presentation to educate others. -
Customers' Requirements for Customer Service
The Voice of the Customer on What and How to Deliver a Customer Service Experience
by Mitchell KramerIn this report, we present customers’ requirements for customer service and describe how you can address those requirements to deliver an excellent customer service experience.
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