Metrics, Scorecards, ROI
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Innovation in Education: School Children Improve Their Families' Livelihoods
At URDT, It Takes a Child to Raise a Village
by Patricia SeyboldWhy not educate children to become masterful in envisioning and creating a better life for themselves and their families? That’s the innovative approach to education that URDT has been practicing for almost a decade. -
Self-Service CX Performance
Response Time and Availability for Key Customer Self-Service Activities
by Mitchell KramerFrom the customers’ standpoint, the most critical performance metrics are response time and availability at the customer user interface (UI). If you can’t respond within their timeframes, then they’re going to abandon you for the competition. -
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. -
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. -
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. -
Avoiding Search Pitfalls
How to Sidestep and Recover from the Worst Problems
by Susan AldrichThere are six big pitfalls that are peculiar to search projects. We have some advice on how to avoid them, or escape them if you’re already in the hole. -
What Customer-Centric Visionary Execs Are Doing in 2007
Customer-Outcome-Driven Businesses, Disappearing Home Pages, and Other Trends
by Patricia SeyboldWant to know what’s on customer-centric execs’ minds? Here’s an overview of some of the topics discussed at Patty Seybold’s Spring 2007 Visionaries’ Meeting. -
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. -
Customer Co-Design in Rural Uganda
How URDT Empowers Grass Roots Creativity
by Patricia SeyboldSee how the URDT worked with Ugandan villagers to tackle issues of rural development. The approach they took is one that can be applicable for your organization as it works with customers to create innovative solutions. -
Measuring the Success of Online Communities
A Customer-Centric Approach to ROI
by Matthew LeesA successful community is one in which members’ objectives—their Customer Scenarios—are met. This report outlines 7 steps in building a business case, and discusses key metrics to define success for specific Customer Scenarios. -
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. -
Building Interactive Feedback into Your Products and Surrounding Services
How Koko Fitness Enables Four Kinds of Interactive Feedback
by Patricia SeyboldHow could your company benefit from building data gathering and interactive feedback into the products and services you offer? Learn how from Koko Fitness. -
Site Search Self-Assessment
How Does Your Company’s Search Capability Stack Up?
by Susan AldrichIf your organization can’t agree on whether your site search is adequate, use our self-assessment to shift from anecdote to analysis. -
What Differentiates the Search Experience?
Philosophy and Search Management Make the Difference at Online Department Stores
by Susan AldrichDoes site search differentiate the online customer experience? Evaluation of search at four department stores suggests that it does. -
Chief Customer Officer
Jeanne Bliss Explains How to Overcome Organizational Barriers to Attain a Customer-Centric Culture
by Patricia SeyboldThis book, Chief Customer Officer, is an accurate and useful guide that will help anyone understand how to move your organization through the steps required to shift your company’s culture to deliver a great customer experience. -
Search Experience Metrics
Key Indicators You Should Be Tracking for Customer Search Experience
by Susan AldrichA great search experience is the starting point for an acceptable customer experience. There are 2 metrics that will tell you how well your company performs against customer expectations. -
Seeker Experience Survey
Is Search Getting Better?
by Susan AldrichOur survey of seeker experience and projects to improve findability indicate much is spent, but much is left to be done. -
Koko Fitness
Discovering Baby Boomers’ Health and Fitness Issues
by Patricia SeyboldKoko Fitness is a new start-up company that was designed from the outside in—starting with customers’ desired outcomes.
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