Customer Requirements & Moments of Truth
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Living and Working in "the Cloud"
How Digital Services are Reshaping Our Lives
by Patricia SeyboldAre you addicted to digital services, mobile apps, cloud computing, SaaS, social media, and digital media? Here are some things to think about before it’s too late! -
Providing Consistent Customer Support
A Great Experience Shouldn’t Depend on the Luck of the Draw as It Does with Dell's Support Processes
by Ronni MarshakDell’s current support processes don’t appear to provide consistent answers nor one-touch problem resolution. How well does your company address customers’ moments of truth when resolving problems? -
I Need Help Now!
Providing Customer Support When and Where They Need It
by Ronni MarshakIn a crisis situation, customers need service fast, regardless of the details of their service level agreements. -
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. -
The Wrath of Customers
Are We Blaming Providers for Things Beyond Their Control?
by Ronni MarshakSometimes customers go overboard with their negative emotions. But we’re all human. So what can you do about it? -
The Not So Friendly Route to Flying the Skies
Lessons Learned from Customers’ Moments of Truth in Multi-Leg Travel Planning
by Ronni MarshakThere are lessons to be learned from the complex customer scenario of planning a multi-leg trip. These lessons can help you make complex transactions less daunting for customers. -
What Happened in the Music Industry Will Happen To You
by Patricia SeyboldBy 2000, the music industry was under siege by renegade customers. Here’s how new businesses and new business models emerged in response to customers' behaviors. -
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. -
Do Rewards Programs Foster Loyalty?
Only If You Address Customer Scenarios
by Ronni MarshakLoyalty programs have to do more than just offer discounts, or else customers will simply play “find the bargain.” -
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. -
Google Wave
It’s “My” Design, but Will I Use It?
by Patricia SeyboldDid Google design Google Wave by watching customer behavior? If so, did they get it right? -
How Customers Want to Plan for Retirement with Financial Security
Identifying and Measuring the Key Moments of Truth in the “Planning for Retirement” Customer Scenario® Pattern
by Ronni MarshakCustomer scenarios fall into patterns. It‘s valuable to know these patterns ahead of time so you can focus on how to differentiate the experience you offer. This report focuses on the outcome-based scenario of planning for retirement. -
How Customers Want to Learn a New Skill
Identifying and Measuring the Key Moments of Truth in the Customer Scenario® Pattern of Acquiring a Skill
by Ronni MarshakCustomer scenarios fall into patterns. It‘s valuable to know these patterns ahead of time so you can focus on how to differentiate the experience you offer. This report focuses on the outcome-based acquiring a skill scenario. -
How Customers Want to Upgrade to a New "Model"
Identifying and Measuring the Key Moments of Truth in "Product/Service Upgrade" Customer Scenario® Patterns
by Ronni MarshakCustomer scenarios fall into patterns. It's valuable to know these patterns ahead of time so you can focus on how to differentiate the experience you offer. This report focuses on a typical upgrade scenario. -
How Customers Want to Plan a Special Event
Identifying and Measuring the Key Moments of Truth in "Event Planning" Customer Scenario® Patterns
by Ronni MarshakCustomer scenarios fall into patterns. It’s valuable to know these patterns ahead of time so you can focus on how to differentiate the experience you offer. This report focuses on the event-based event planning scenario. -
How Customers Want to Return or Exchange a Product
Identifying and Measuring the Key Moments of Truth in Return/Exchange/Cancel Customer Scenario® Patterns
by Ronni MarshakCustomer scenarios fall into patterns. It's valuable to know these patterns ahead of time so you can focus on how to differentiate the experience you offer. This report focuses on a typical return/exchange/cancel scenario. -
Five Principles of Customer Engagement
How to Connect More People to the Products They Need
by Susan AldrichIn the uncertain economy of 2008, customer engagement may prove to be the key to retail success. Our five principles are tried and true approaches that can help you produce a fresh, engaging experience. -
I Need a New Car, Fast!
How Vehix.com Rates in an Emergency Car Buying Scenario
by Ronni MarshakNovice car buyer, Mia Driver, looks to Vehix.com to help her identify and locate the right car for her family. -
New Car Insurance for a Growing Family
Customer Experience Test Drive of: Geico and Progressive
by Ronni MarshakJust how quick and easy is it to get an online insurance quote from Geico and Progressive? In this test drive, we see if the two auto insurers live up to their advertising promises. -
Customer Innovation Guide: Core Competency 3
Mastering the Third Core Competency: Customer Co-Design
by Patricia SeyboldCo-designing your company’s future with your customers is imperative to ensuring continuing innovation. See how far along your company is in taking advantage of customer co-design in this self-assessment guide.
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