Customer Scenario Mapping & Experience Design
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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. -
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! -
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. -
Map Ideal Customer Experiences with Cross-Functional Teams
Why and When to Map Customer Scenarios with Internal Stakeholders
by Ronni MarshakThere’s great value in using the Customer Scenario Mapping technique internally as a tool that helps your employees become more customer-centric, even without direct customer engagement. -
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 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. -
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. -
Research, Compare, and Select Running Shoes
Customer Experience Test Drive of: Dick's Sporting Goods, Roadrunner Sports, RunningShoes.com, and Runners Warehouse
by Mitchell KramerIn this Test-drive, we apply the Product Select and Buy Customer Scenario pattern and its Moment of Truth to retail for a customer’s research, comparison, and selection activities for a pair of running shoes. -
Outside In
What’s Beyond Web 2.0 and Enterprise 2.0? Biz 3.0!
by Patricia SeyboldTim O’Reilly got the world thinking in new ways about the Internet with his principles of Web 2.0. Expanding from these principles, we can define the next generation of business, or Biz 3.0. -
Research, Compare, and Select a Travel Rewards Credit Card
Customer Experience Test Drive of: American Express, Bank of America, Capital One, Citi, and Discover
by Mitchell KramerIn this report, we apply the Customer Scenario pattern and its “I want to find the product or service that best addresses my requirements” Moment of Truth to financial services for a customer’s research, comparison, and selection of a credit card. -
How to Get From Product 2.0 to BIZ 3.0
Redeploy your Product-related Web 2.0 Services to Help Customers Reach Their Goals
by Patricia SeyboldWeb 2.0 offers the ability to support each product lifecycle phase with Internet-enabled services. We call this approach: Product 2.0. -
Outside Innovation (hardcover)
How Your Customers Will Co-Design Your Company's Future
by Patricia SeyboldOutside Innovation provides businesses large and small with the strategies they need to let customers co-design their futures and lead them to success. -
Move Over Portals; Prepare for Scenario Nets!
The Next E-Business Model: Task-Specific Cross-Company Workflows
by Patricia SeyboldWe’ve invented a new e-business model. We call it Scenario Nets—interlinked Web sites that help you complete a complex task. -
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. -
E-Merchandising Framework
Applying the 4 Es for Customer Ease
by Susan AldrichEmerchandising should be a basic skill set in every ecommerce organization. We offer a framework for organizing your emerchandising efforts. -
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.” -
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. -
Leading an “Issues and Vision” Discussion with Customers (and Partners)
Tips for Gaining a Lot of Customer Context in a Short Time (and How to Kick Off a Customer Scenario® Mapping Session)
by Patricia SeyboldWhat’s the most effective way to capture customers’ current and ideal requirements about your business, about current or potential products and services, about your processes, about the brand experience you offer? -
Identifying Operational Customer Experience Metrics
How to Spot What Matters Most to Customers and Turn Those “Moments of Truth” into Metrics You Can Track
by Patricia SeyboldThis report provides an overview of operational customer experience metrics: What are they? Why do they matter? How do other companies identify and monitor them? How might you discover your customers’ metrics?
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