Customer Requirements & Moments of Truth
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Turn Customer Co-Design Insights into Action
How to Gain Momentum by Turning Customer Scenarios into Operational Scorecards, Recommendations, and Action Items
by Patricia Seybold, Ronni MarshakAfter your get your marching orders from customers during a co-design session, how do you trigger action? And Operational Debrief. Learn how to conduct one and how it overcomes organizational obstacles. -
Collaborating with Customers
Working Together with Customers to Achieve Their Goals
by Ronni MarshakCollaboration is a method of working together to reach a goal; it isn’t the goal itself. But when you collaborate with customers to reach a goal, the results can be very powerful! -
Tips for Interviewing Customers, Partners, and Stakeholders
How to Most Effectively Find Out what Customers Want and Need
by Ronni MarshakIn over 25 years of interviewing customers, we have some insights to share about what makes an interview valuable. This report provides tips and techniques. -
Assigning Emotions to Moments of Truth
Enhancing Customer Scenario® Mapping by Capturing Feelings
by Ronni MarshakCapturing how customers might feel depending on how well you help them achieve their goals can enhance a line of site from customer priorities through your bottom-line opportunities based on how they are feeling while doing business with you. -
Getting at Customers’ Moments of Truth
The New CSM Guidebook: Part 6: Identifying and Measuring Moments of Truth
by Ronni MarshakUnderstanding your customers’ scenarios and the potential showstoppers to customer success should be part of your customer experience strategy. Learn how we identify these “Moments of Truth” as a part of Customer Co-Design. -
The Mobile E-Wallet Customer Ecosystem
What Types of Players Need to Partner and What Do They Need to Do to Gain Customers’ Trust?
by Patricia SeyboldThe mobile e-wallet landscape is a 6-layered ecosystem of players, with e-wallet providers at the top and payment and financial institutions at the bottom. If all players aligned around customer-critical issues, mobile e-wallet adoption would accelerate. -
Don’t Blindside Your Customers
Bankofamerica.com Neglects to Warn Customers of a Glitch that Requires Customer Attention
by Ronni MarshakWhen there is an emergency service interruption to your customer experience, it’s important to have processes in place to remedy the situation. Bank of America missed that opportunity and was deluged with calls from frustrated and annoyed customers. -
Does B2B Customer Experience Differ from B2C CX?
A Customer Is a Customer
by Ronni MarshakDon’t let arbitrary categorization, such as B2B versus B2C, to allow you to provide anything but the best customer experience for your individual customers, whether they are wearing a business or consumer hat. -
When Do You Need an App for That?
Do Mobile Apps Make It Easier for Customers to Do Business with You?
by Patricia SeyboldWhen do you need a mobile app for customer service and when is it better to provide mobile-friendly customer self-service portals or web sites? -
What Do I Do Now?
When Customers Are in Crisis, How Well Do You Support Them?
by Ronni MarshakCrises are great opportunities to gain customer loyalty for life. How your brand and your organization rally to help customers in crisis is often the make or break point in any customer relationship! -
Career and Job Hunting Advice
How Well Does Monster.com Help Prepare You for Your Job Hunt?
by Ronni MarshakCustomers often need preparation in order to value your offerings. We look at how Monster.com prepares members before they actively start searching for jobs. The lessons learned can apply to any organization. -
Customer Ecosystems: Meal Ordering Services
Creating Customer Ecosystems Around a Specific Service
by Ronni MarshakIf there’s “a job” that customers need to get done, it’s relatively easy to foster an ecosystem of business partners to fulfill customers’ goals. What take-aways for your business will you get from our comparison of three competing meal ordering services? -
The Next Big Thing: Customer Ecosystems
Six Secrets for Designing Business Networks Aligned To Help Customers Get Things Done
by Patricia SeyboldCustomer ecosystems are business networks that are aligned to help customers get things done—both the things they want to accomplish and the things they want to manage. We’ve found six keys to designing successful customer ecosystems. -
How Well Does Mint.com Help Me Keep Track of My Finances?
Customer Experience Audit of Mint.com’s Free Online Application that Helps Customers Analyze and Manage their Personal Finance
by Ronni MarshakHow well does Mint.com, a free web-based personal financial management service, meet the scenario a 55 year old single working woman who wants to get a handle on her personal finances? -
How To Monitor Your Return on Customer Experience
Develop and Use a Quality of Customer Experience (QCESM) Operational Scorecard
by Patricia SeyboldHow do you measure a return on investment for your customer experience initiatives? Connect real-time operational execution on the things that matter most to customers to actual bottom-line impact. Here’s how. -
Customer (and Partner) Segment Advocates
Patty's Dream Team: Roles and Responsibilities You'll Need for Your Customer-Centric Organization
by Patricia SeyboldOne key to success in becoming a customer-centric organization is to have strong customer and partner advocates with clout. Here are some role models and suggested responsibilities that may help you build or refine these roles for your company. -
How Well Does Bank of America Help Me Manage My Money Online?
Customer Experience Audit of BoA's Capabilities to Help Customers with Financial Best Practices
by Ronni MarshakBankofamerica.com does a good job of helping customers manage their personal finances. It isn’t as good at helping them choose the right accounts for their needs. How does your company do at helping your customers choose and manage products and services? -
Optimizing the Airline Passenger Experience
Putting Customer Experience First Often Seems Impossible in a Complex Real World Setting
by Patricia SeyboldWith so many interdependent moving parts, priorities, and seemingly “out of our control” events (like bad weather and mechanical failures), it’s supremely difficult for airlines to deliver a great customer experience, yet there are ways to do it. -
How to Think About Your Customer Experience and User Experience Design Strategy
Make CX and UX Design “The Unique Way We Design Products and Experiences for Customers”
by Patricia Seybold, Ronni MarshakCustomer experience (CX) and user experience (UX) design are strategic differentiators. We advocate creating a unified CX/UX strategy and elevating it to one of your three top initiatives. Here are some guidelines. -
A Best Practice Example of Applying UX Principles to Product Design and Development
Koko Fitness Demonstrated How to Do It Right Back in 2005!
by Patricia Seybold, Ronni MarshakKoko Fitness, a small company that designs and sells interactive workout systems, has been a shining example of best practices in incorporating customer experience and user experience methods into their product design and development lifecycle.
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