Customer Requirements & Moments of Truth
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How Customers Want to Get Their Products Fixed and Problems Resolved
Identifying and Measuring the Key Moments of Truth in "Break/Fix" Customer Scenario® Patterns
by Ronni MarshakWhen something breaks, customers want it fixed! And they want a common set of actions. Learn about this customer scenario pattern. -
There’s Gold in Those Customer Metrics!
Mine Them Well and Reap the Benefits of Loyalty and Increased Business
by Ronni MarshakWhat do your customers care about and how do they measure how well you help them succeed? The key is capturing Customer’s Success Metrics. Once you have, you can keep track of how well you’re doing and identify new opportunities for your company. -
10 Characteristics of Customer-Centric Execs
How Many Do You Embody?
by Ronni MarshakHere are 10 characteristics that every customer-centric executive should demonstrate. They range from having a customer vision to monitoring what matters to customers. How well do you stack up? -
How Customers Want to Find and Purchase Your Products/Services
Identifying and Measuring the Key Moments of Truth in "Select & Buy" Customer Scenario® Patterns
by Ronni MarshakEach customer’s context is different, but there are patterns to what they care about in common scenarios. Measure how well you meet these customer priorities to ensure success. -
How Customers Want to Buy More of Your Products
Identifying and Measuring the Key Moments of Truth in Reorder/Renew/Replenish Customer Scenario® Patterns
by Ronni MarshakWhat happens when a customer runs out of the needed product he gets from you; or a values service expires? There is a common set of action that customers want to happen to reorder and ensure that they never run out again. Learn more about this customer scenario pattern! -
The History of Customer Scenario Design
Co-Designed and Evolved with Customers
by Ronni MarshakHear the story of how we co-designed our Customer Scenario Mapping methodology with our lead customers. -
Getting the Desired Outcome Right
Citizens Bank Did a Good Job Selling a Prospect, but Couldn’t Meet the Ultimate Goal
by Ronni MarshakDo you consider a prospective customer’s scenario when pitching them? Do you understand the desired outcome, the priorities, and the emotional concerns they have? If you do, you can sell much more effectively. -
Un-Empowered Employee Limits a CX "Save"
Microtel Tries its Best, but can't Completely Remedy a Bad Situation
by Ronni MarshakA loyal hotel patron expects front line customer service rep to be able to reimburse for minor losses. How much leeway should a front line service rep be given? -
Contractor Do’s and Don’ts
Why Customer Experience Is So Important When Choosing a Contractor
by Ronni MarshakThere are a lot of missteps that service providers can make when trying to win someone’s business. Here are tips on what to do and what not to do. -
A Community Fights for Its Right to Healthcare
Customers Enlist Regulators to Preserve Services In Boothbay, Maine
by Patricia SeyboldElderly healthcare customers on the Boothbay peninsula in Maine are seeking help from Maine’s Health & Human Services’ regulators to keep 24-hour services local. MaineHealth requires seniors to drive dangerous roads at night for help. -
The CaringBridge Customer Ecosystem
Millions of People and Hundreds of Companies Align around Patients’ Health Journeys
by Patricia SeyboldCaringBridge.org’s apps and tools help to provide emotional support during a health crisis. Using an online journal and guest book, each patient can provide updates for friends and family to track. -
Do’s and Don’ts of Telephone Support
Making It Easy to Navigate through IVR Hell and Get a Positive Telephone Support Experience
by Ronni MarshakThink you provide great customer service? When did you last check out what your customers experience when they call your support line? Are they stuck in an infinite IVR loop? And, when they get to a real person, are their issues resolved? -
Amazon Covers the “Last Mile”
Can the Etailer Improve on UPS, et al. to Create a Customer-Delighting Delivery Service?
by Ronni MarshakAmazon will deliver packages the “Last Mile.” How can they improve on what UPS, FedEx, and the USPS are doing to delight customers? -
Assessing Customer Experience from the Outside In
What Are Your Customer Experience Vital Signs?
by Andrew SpanyiTo truly achieve a customer-centric focus, you must look from the outside-in. Consultant Andrew Spanyi says you must focus on measuring what matters to customers and link those metrics to the processes you monitor. -
Interviewing End-Customers
Tips and Sample Questionnaires
by Ronni MarshakInterviewing customers is the best way to understand what they do, what they need, and what they care about. But effective interviewing is an art and a skill to be nurtured. Here are tips and samples to help you get the most out of customer interviews. -
Recovering from the Crisis of Missed Holiday Deliveries
How Well Are Etailers and Shippers Dealing with Customers’ Anger?
by Ronni MarshakWith so many packages not delivered in time for the holidays, etailers and delivery companies had a lot of explaining to do and apologies to make. What can be done to avoid this type of customer experience disaster next holiday season? -
Why I Am No Longer a Sears Customer
Sears.com Fails to Deliver on Promises
by Ronni MarshakSears has failed this shopper for the last time! Read the sad, sad story of hours wasted, responses not received, and powerless customer service agents following self-serving customer service practices. -
How Valuable and Sustainable Is Twitter’s Customer Ecosystem?
What Is a Twitter End-Customer Worth to Investors?
by Patricia SeyboldTwitter is more than a company. It’s a customer ecosystem with seven layers of different types of players—each benefitting from their use of Twitter’s social media platform. -
Gimme That Old Time Customer Service
A Little Special Attention Can Entice New Customers
by Ronni MarshakEven if your product or service is better than the next guy’s, poor customer experience can lose customers. Remember the importance of the personal touch! -
Supporting the Demand (Customer) Chain
Start with the End-Customers, but Make Sure You’re Making It Easy for Every Stakeholder Between You and Them
by Ronni MarshakIn order to delight your end-customer, you have to understand the needs and scenarios of every participant in your demand chain (or, as we like to think of it, the customer chain).
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