Metrics, Scorecards, ROI
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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. -
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? -
Monitor Your Quality of Customer Experience
QCE vs. QoE: Monitor Operational Performance on the Things That Impact the Quality of Your Customer’s Experience with Your Brand
by Susan AldrichUnderstanding 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 -
Return on Customer
Peppers and Rogers Popularize an Important Concept
by Patricia SeyboldPatricia Seybold reviews and recommends Don Rogers’ and Martha Peppers’ new book—Return on Customer—which continues the arguments that Seybold laid out in The Customer Revolution in 2001. -
Establishing Customer Experience Metrics Using Customer Scenario Maps
Developing Your Customer Flight Deck
by Susan AldrichUse customer metrics and moments of truth you identify in your Customer Scenario® Maps to create your QCE measurements. -
A Call for Accounting Transparency: The Value of Customers and Brands
New Rules for Disclosing Intangible Assets Will Require Reporting on Customer and Brand Assets
by Patricia SeyboldAccounting rules are about to change. Soon, your company will be required to break out the value of certain intangible assets on your balance sheet. Will you be ready? -
What Are Customer Experience Best Practices?
Summary of Our Findings from the APQC Total Customer Experience Benchmark and a Report Card for You
by Patricia SeyboldHere’s our high-level summary of the best practices that we discovered in a recent conference conducted by the American Productivity and Quality Council between 10/04 and 4/05. We include a Customer Experience Report Card you can use to rate yourselves. -
Design Your Quality of Customer Experience (QCE) Scorecard
Create a Small, Focused Set of Metrics; Measure What Matters to Your Customers
by Patricia SeyboldWe offer three best practice examples and describe the eight steps you can take to create your own QCE(SM) Scorecard. -
Managing Findability: Critical Core Competency
Roles, Responsibilities, Programs, and Metrics You'll Need to Make It Easy for Audiences to Find the Right Information
by Susan AldrichHow do you bring the quality, control and findability to your oceans of information? You need to invest in key roles and programs. -
Why It's Hard to Prioritize IT Initiatives around End-Customer Impacting Issues
Current Disconnects between Business and IT; Suggestions for Bridging the Gaps
by Patricia SeyboldAre you having trouble getting customer-centric priorities at the top of your IT shopping list? You're not alone. There are increased tensions brewing between the business and IT for lots of good reasons. See if your organization looks like the picture w -
VP of Customer Intelligence
Patty's Dream Team: Roles and Responsibilities You'll Need for Your Customer-Centric Organization
by Patricia SeyboldThe first priority of your VP of customer intelligence should be to act as the custodian for the information that your customers care about. -
Strategic Planning for Search
Where We Think You’ll Want to Take Search
by Susan AldrichThe range of problems search engines will address, and the value of findability, will increase steadily through 2007. An acceptable level of findability requires some new investments in technology and information management tasks--plus leadership. -
Banks Measure What Matters to Customers—and Improve Service
Leading Practitioners Now Measure the Quality of Customer Experience
by Patricia SeyboldBanks and other financial services firms are focusing on the Quality of Customer Experience for critical customer scenarios. Here are a couple of examples of how banks are measuring and improving what matters to their prospects and customers. -
Customer Scenario Patterns: Are You Making It Easy for B2B Customers to Select and Buy Your Products? (Part 2)
Anticipating the "Moments of Truth" that Surface Consistently in B2B Customers' Scenarios
by Patricia SeyboldIn many customer scenarios, there are common moments of truth that emerge despite differences in the customers' businesses. This report looks at those moments of truth that surface consistently in B2B select & buy scenarios. -
Customer Scenario Patterns: Are You Making It Easy for B2B Customers to Select and Buy Your Products? (Part 1)
Unpacking "Moments of Truth" that Surface Consistently in B2B Customers' Scenarios
by Patricia SeyboldBefore you begin a Customer Scenario® Mapping exercise, you should capture the context of the scenario. -
Search Engine Marketing and Optimization Wisdom V.2003
Nobody Actually Knows What Works, but Here Are Likely Steps to Search Engine Success
by Susan AldrichIf you missed December’s Search Engine Strategies Conference in Chicago, here’s the recap on the latest techniques for Search Engine Marketing and Search Engine Optimization. -
Protecting Your Digital Assets
Technical Journal Publishers Lead the Way Using Digital Object Identifiers (DOIs)
by Patricia SeyboldThe DOI standard for uniquely tagging digitized assets is in widespread use by journal publishers. -
Understanding Digitization: Trends in Business Models
Important Lessons from Scientific, Medical, and Technical Publishing
by Patricia SeyboldTechnical journal publishers have come up with new business models to for generating revenues from digital assets. -
A Better Way to Measure ROI
Measuring What Matters to Customers Drives Revenues & Reduces Redundant Overhead
by Patricia SeyboldIn the Customer Economy, the only way to gain budget approval is to measure the time and costs you save your customers and justify your IT expenditures based on the increased revenues and customer retention you’ll gain. -
How to Prioritize Your Roadmap Using Customer Experience & Value
Rationalizing Your IT Services Across Projects and Business Units
by Patricia SeyboldHere’s a method for incorporating the Customer Experience into your IT planning.
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