Customer Scenario Mapping & Experience Design

  • Support for Business Processes (Theirs and Ours)

    Your Customers' Scenarios Drive; Your Business Processes Support

    by Patricia Seybold
    What’s the relationship between customers’ business processes and your company’s business processes? They’re orthogonal.
    Apr. 17, 2003
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  • The Amazon/Office Depot Relationship for Selling Computer Components

    Offering a Seamless Customer Experience across Multiple Business Partners

    by Geoffrey Bock
    Amazon and its business partners are raising the bar in multi-party-merchandising of commodity products. Amazon, Tech Depot, and Viking Components each provide essential content to create a seamless customer experience.
    Oct. 10, 2002
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  • Where Do We Stand on Customer Value and QCE?

    Results of the Self-Assessment on How Well Positioned Your Organization Is for Managing By and For Customer Value & Monitoring & Improving the Quality of Your Customer Experience

    by Susan Aldrich
    How did 1,327 executives and key managers rate their companies’ ability to manage by and for customer value and monitor and improve the Quality of your Customer ExperienceSM as compared to Patricia Seybold Group’s best practices?
    Mar. 14, 2002
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  • Framework for Quality of Customer Experience (QCE) Management

    Building Blocks that Support your Customer Measurement System, Changing Goals, Processes, and Executives’ Practices

    by Susan Aldrich
    How do you create your own living breathing Customer Flight DeckSM? We offer an architectural framework for dealing with data collection, Customer Flight Deck presentation, and the layers in between.
    Dec. 20, 2001
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  • What Comes After CRM?

    Customer-Led Business Transformation

    by Patricia Seybold
    Investing in a Customer Relationship Management (CRM) strategy and system won’t give you sustainable profitability. Instead, you need to redesign your company’s business processes from your customers’ point of view.
    Nov. 8, 2001
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  • Measuring Moments of Truth:

    Prioritizing Your Measurement of Quality of Customer Experience

    by Susan Aldrich
    Understanding how Quality of Customer Experience (QCE) metrics differ from quality of experience (QoE) metrics will help you deliver the quality of experience your customers expect.
    Oct. 11, 2001
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  • Saving Customers’ Time: Master Customer Scenario® Design

    How National Semiconductor, Tesco, and Buzzsaw.com Use Customer Scenarios to Improve Customer Experience

    by Patricia Seybold
    Customer Scenario® Design is a technique that, when used well, will ultimately save your customers time and foster customer loyalty.
    Jun. 7, 2001
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  • The Customer Revolution

    How to Thrive When Customers Are in Control

    by Patricia Seybold
    In The Customer Revolution, the essential truths of business today are identified: “The Internet economy is the customer economy, and the fundamental source of value in the new customer economy is customers.” In the customer economy, the depth of your customer relationships is directly proportional to the value of your business. Attracting and retaining customers will be the core competencies of successful firms. Companies will be increasingly valued based on how they build relationships with their customers and on those customers' long-term value to the company.
    Jun. 1, 2001
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