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3 Mistakes to Avoid in Working with Customers by Ronni Marshak in Customer ExperienceAs you gear up to launch any customer co-design activities this year—whether these are VOC checkpoints for new product development, Customer Advisory Councils, customer experience improvement projects, product and service improvements, business process transformation, mobile app design, ERP initiatives, or incubated innovation projects—there are three common pitfalls you’ll want to ...
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Mobile Apps: The Path of Least Resistance for Customer Co-Design by Patricia Seybold in Online, Mobile & ITWe predict that 2015 will be a great year for customer co-design initiatives. Mobile app development is a great beachhead for customer co-design because no one questions the involvement of customers all the way through the development lifecycle. Your customer’s mobile phone is the perfect “outside in” design platform. There ...
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Innovation: Creating vs. Problem Solving by Patricia Seybold in InnovationI was recently engaged to facilitate an “innovation discussion” between a client’s cross-functional innovation team and an insightful team of people from one of their customers. The session didn't meet my expectations. Don’t get me wrong; it was a valuable interchange. My client learned an incredible amount about their customers’ ...
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“Voice” of the Customer; the Art of the Conversation by Ronni Marshak in Customer CultureA few days ago, a friend posted a graphic on Facebook, which said: "My Internet was down for 5 minutes, so I went downstairs and spoke to my family. They seem like nice people." It made me laugh. But it also made me sad. Because it is too on-the-nose. It reminded ...
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2015: Industries Ripe for Disruptive Innovations by Patricia Seybold in OtherHappy New Year from the Customers.com team! We believe that 2015 will be a year of grass roots activity and customer-led innovation. Consumers will continue to vote with their now meager wallets to buy the products they value and need from the companies that treat them with respect. Young people ...
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Best of Customers.com Articles in 2014 by Ronni Marshak in OtherIn looking back over all the articles we wrote this past year, we’ve picked a few of our best efforts to highlight for you. Most of these articles were only available for download to our paying Customers.com Strategies and/or Technologies service subscribers. But, as our year end gift to all ...
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“Best of YouTube 2014” Video by Patricia Seybold in OtherThe best way I can think of to celebrate the holidays is to share with you this video highlighting the incredible adventurousness and creativity of our human race. Luc Bergeron, actor, director, and video editor, known as Zapatou, has compiled a 2014 retrospective “Best of Web” video from crowdsourced YouTube-posted ...
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CVS’s Loyalty Program Excels, but An Unexpected Glitch Impacts Customer Service by Ronni Marshak in Customer ExperienceThis week, I look at some of the excellent practices that CVS follows in its ExtraCare Rewards Program. As a long-time customer, I find that this is a loyalty program that I am happy and excited to use. The company makes it very easy for me to take full advantage ...
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Avoiding Holiday Shopping Stress by Ronni Marshak in Customer ExperienceIt is officially holiday shopping season (although retailers and etailers have been promoting seasonal spending since Labor Day—or so it seems). But now, Black Friday, Small Business Saturday, and Cyber Monday are over, and those of us who avoided the lines and slow sites are doing our shopping in earnest. ...
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How to Create Senior-Friendly Services & Communities by Patricia Seybold in InnovationSeveral people sent me the same article from this Sunday’s New York Times: Retirees Turn to Virtual Villages for Mutual Support. They all knew that I’m interested in, and working on, the creation of “virtual assisted living” solutions. The article describes “Virtual Villages” – most of these are part of ...
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Do Your Policies Make Your Existing Customers Angry? by Patricia Seybold in Customer ExperienceOften in a large company, the proverbial right hand doesn’t know what the left hand is doing. Each department creates policies to streamline business processes, improve consistency and quality, and preserve margins. The sales organization is anxious to drum up new business, so they want to court new homeowners, and ...
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Transforming Education to Create a Generation of Change-Makers by Patricia Seybold in InnovationAt a recent TEDx, I encountered Zoe Weil (pronounced Zo While). She is a pioneer in what she calls “humane education” and “solutioning.” You can find more info on her Institute for Humane Education web site. She describes being a Humane Educator as somebody who teaches about the interconnected issues ...
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Importance of Identifying Customer Scenario Patterns by Ronni Marshak in Customer ExperienceWe talk a lot about customer scenarios. That’s because customers always come to your business for a purpose, even if that purpose is just to pass some time looking at cool stuff. The customer scenario for what my mother used to call “shmai-ing” (to window shop with a vengeance) has ...
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How Viable Is the Apple Pay Ecosystem? by Patricia Seybold in Online, Mobile & ITWe published our initial review of Apple Pay functionality on October 11th. This week we take a deep dive into the entire ecosystem of partners required to support Apple Pay (or any mobile e-wallet). (See How Good Is Apple Pay's Ecosystem?) We ask the question: How well have the players in ...
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IBM's BlueMix Mobile Development & Cloud Services by Patricia Seybold in Online, Mobile & ITIBM is ramping up and evolving it's Cloud offerings and BlueMix is beginning to gain some traction and mindshare. But I'm not convinced that IBM has answered these questions I raised in this article, IBM's Mobile First Customer Cloud Strategy on March 28, 2014, to wit: BlueMix Doesn’t Support All the ...
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New Community-Led Patient Empowerment Program by Patricia Seybold in OtherSince Dave deBronkart’s visit to my community on the coast of Maine this past summer, our Health & Wellness Foundation has launched our own Patient Empowerment program. Led by a local surgeon, Dr. Stephen Cook, and supported by our retired pharmacist, Rick Powis, a small group of 18 patients have ...
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Use Customers’ Success Metrics for Your Execs’ Scorecards by Ronni Marshak in Customer ExperienceThe most customer-centric companies substitute their customers’ success metrics for their own internally-driven management objectives. Schwab measures how much the value of their clients’ portfolios has increased. Agilent monitors customers’ downtime (not just mean time before failure or how quickly they answer the phone). Delta measures how many passengers were ...
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Mayo Clinic Names E-Patient Dave as Visiting Professor by Patricia Seybold in Customer CultureMayo Clinic has named Dave deBronkart, e-Patient Dave, as its 2015 Visiting Professor. For more information about Dave and his advocacy of the empowered patient movement, and his role as co-chair—with his physician, Dr. Danny Sands—of the Society for Participatory Medicine, see my write ups about Dave and his work: ...
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Is the JP Morgan Chase Data Breach Related to Apple Pay? by Patricia Seybold in Online, Mobile & ITI had an eerie thought when I read about the massive data theft of customer information at JP Morgan Chase. Much was made about the fact that the theft did not include customers’ account information or credit card information. It was “only” their names and addresses—primarily those of customers who ...
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Does Apple Pay Address Consumers’ Showstoppers? by Patricia Seybold in Online, Mobile & ITHere’s our first very preliminary take on Apple Pay. Looking at how Apple’s e-wallet actually works is only half the story. Soon, we’ll provide a companion review of how well the entire ecosystem that supports Apple Pay works. What are our criteria for success? Four consumer moments of truth that ...
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