Cross-Channel, Cross-Lifecycle Experience
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Integrating Community into Customer Support
What’s the Ideal Relationship between Customer Support and Your Online Customer Community?
by Matthew LeesThis report discusses the primary challenges involved and ways to address he task of integrating an online customer community into your existing mix of service offerings within your organization. -
Staples
Customers Help Bring a Customer Experience Promise to Life
by Patricia SeyboldStaples, the office supplies retailer, has outpaced its competition by deeply understanding what its target customers—small business office supplies buyers—really care about. -
Customer Scenario® Design: An Approach for Outside Innovation
Co-Designing Your Business with Your Customers
by Patricia SeyboldHere are the fundamentals of Customer Scenario Mapping, our methodology for outside-in co-design. -
The History of Customer Scenario® Design
Co-Designed and Evolved with Customers
by Patricia SeyboldOur Customer Scenario® Mapping methodology was a long-term result of our first outside-in design session with customers, almost 20 years ago. -
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.” -
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. -
Campaign Management at Nationwide Building Society
Improving the Cross-Channel, Cross-Lifecycle Customer Experience
by Mitchell KramerThis report is a case study that examines Nationwide Building Society’s activities to select new campaign management technology, to bring campaign management development and delivery in-house, and to plan for expanding campaign activities. -
Are You Handling Content Management as a Customer-Critical Issue?
Shoddy Content Management Will Adversely Impact the Value of Your Company
by Patricia SeyboldContent management issues are costing your company big bucks when measured in terms of customer lifetime value. What should you do about it? -
Concerns of Customers.com Visionaries in Q2 2005
Issues, Initiatives, and Requirements from Customer-Centric Executives in Q2 2005
by Patricia SeyboldOur hand-picked group of visionaries are committed to making it easy for their customers to do business with them. Here are the top-of-mind issues facing customer-centric visionary leaders in the first half of 2005. -
Establishing and Nurturing a Customer-Centric Culture
Lessons Learned from the Masters (Caterpillar Financial Services, Harrah’s Entertainment, and Lands’ End)
by Patricia SeyboldHow do you build and nurture a customer-centric culture? Here are some lessons learned from three very different kinds of companies: Caterpillar Financial Services, Harrah’s Entertainment, and Lands’ End. -
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. -
American Customer Satisfaction Suffers Its Biggest Drop in Seven Years
What Are the Implications of the ACSI Decline?
by Brenda MichelsonThe 4Q 2004 American Customer Satisfaction Index suffered its largest drop since 1997. Since customer satisfaction drives consumer spending, almost $50 billion is at stake. Read about the ACSI and learn how to keep your share of the consumer pie. -
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. -
Cross-Channel Shopping Shines in the 2004 Holiday Season
Search Plays a Big Role in Steering Sales to Both Niche and Mainstream Retailers
by Patricia SeyboldMore buyers used cross-channel shopping in 2004—searching online and buying in the store, or browsing in the store and buying online. Search and product findability were keys to success. -
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. -
Why It's Hard to Prioritize IT Initiatives around End-Customer Impacting Issues
Current Disconnects between Business and IT; Suggestions for Bridging the Gaps
by Patricia SeyboldAre you having trouble getting customer-centric priorities at the top of your IT shopping list? You're not alone. There are increased tensions brewing between the business and IT for lots of good reasons. See if your organization looks like the picture w
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