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Don’t Use “Security” to Cover Up Your Bad CX by Ronni Marshak in Customer ExperienceHow do you deliver a great experience to your customers? Provide them with a 360-degree view of their information Make it easy for customers (and your staff) to get things done This is not rocket science. We’ve been preaching this gospel since 1998. So, we were shocked to discover that ...
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Evaluating Current Mobile Payment Options by Patricia Seybold in Online, Mobile & ITIn the U.S., we’re still playing catch up in mobile payments. Elsewhere in the world, mobile payments are much more commonplace. Paying for things using stored value on mobile phones, texting funds to a friend or family member, or debiting your bank account in real time as you board the ...
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PayPal Is Poised for Bigger Things by Patricia Seybold in Online, Mobile & ITPayPal will be spun out of eBay in 2015. That’s welcome news for those of us who follow the mobile e-wallet space. Despite its strong presence as a payment service provider, PayPal’s strategy has been hindered by its relationship with eBay. An independent PayPal will be able to move more ...
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How Innovative Is YOUR Culture? by Patricia Seybold in InnovationEach year I treat myself to quality time with a group of long-time clients. I call these folks (who are mostly men) “Patty’s Pioneers.” We’ve been hanging out together for over two decades. The group has evolved over time, with people retiring and new folks being recruited in to the ...
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A Couple of Short Takes on Customer Experience by Ronni Marshak in Customer ExperienceAntiquated Telephone Company Practice I am moving for the first time in 25 years. And the quarter-century-ago move was within the same city. So my landline telephone number (yes, I still have one of those) hasn’t changed in well over 30 years! But I am now moving about 30 miles ...
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Apple Watch Will Boost Interest in Personal Health Records by Patricia Seybold in Online, Mobile & ITI believe that Steve Jobs would be proud of the job his team did in rolling out the Apple Watch (although I’m sure he would have demanded more!). It’s bittersweet that Steve didn’t live to see the unveiling of a wearable device with built-in sensors to help people improve their ...
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Why Does Good Service from Contractors Surprise Us? by Ronni Marshak in Customer ExperienceEven in this era of customer-centricity, when everyone and their brother espouses the importance of customer experience, we are often still surprised when we have a great experience! Recently, I was describing my experience with a local painting contractor (who patched and painted some small cracks in the walls of ...
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Apple's iCloud Security Woes by Patricia Seybold in Online, Mobile & ITHow Will This Affect M-Health Apps? Apple's brand image suffered a setback last week when celebrities' nude photos were hacked and shared from celebrities who use iPhones. (Why would they take and save nude photos???). There is still a big debate raging about whether their iCloud accounts were hacked or ...
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Does Your Community Have a Right to Healthcare? by Patricia Seybold in Customer CultureGuess what? The Governor of Maine will soon be my neighbor! Paul LePage and I don’t see eye to eye on politics. He’s a Tea Party Republican. I’m a Liberal Democrat. But, when I met with him last summer to ask for his help to save our local hospital, he ...
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Are You Measuring and Improving What Matters to Customers? by Ronni Marshak in Customer Experience“Moments of Truth” in Customer Scenarios A “moment of truth” in a Customer Scenario is the point at which the customer will give up, walk away, or be very disappointed and frustrated. We also refer to these points in a Customer Scenario as “showstoppers.” Different types of customers in different ...
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CaringBridge: An Almost Perfect Customer Ecosystem by Patricia Seybold in Social MediaBy Patty Seybold If you haven’t heard of CaringBridge.org, you should know about it. Eventually you, or someone in your family, will be dealing with a major health issue. CaringBridge provides the support infrastructure to deal with one of the most important, highly emotional, and time-consuming activities that a care-giving ...
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Loss Leaders versus Loyalty by Ronni Marshak in MarketingThis week, I wrote about the fact that taking advantage of daily deal vouchers to try new venues/merchants does not lead to repeat business nor loyal customers. You see, daily deals aren’t like retail loss leaders, where a merchant offers a few items at extreme discounts in hopes that shoppers ...
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Avoiding B2B One-Night Stands by Patricia Seybold in MarketingWe’ve all probably done this: a business that sells to business customers offers a special deal or promotion to attract new business or to liquidate inventory, and then is unable to convert those bargain hunters into loyal, repeat customers. For example, a restaurant supplies store offers a great bargain on ...
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Can IBM Be a Major Player in the Apple Enterprise Ecosystem? by Patricia Seybold in Online, Mobile & ITAs I mentioned last week, in my post, “Enterprise Customers Forged the Apple/IBM Ecosystem,” what tickled me about the exclusive worldwide partnership announced by IBM and Apple on 7/15/14 was that it was a great example of IBM’s running around in front of the customer parade. Enterprise customers—led by their ...
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How Customer-Centric Are You, Really? by Ronni Marshak in Customer ExperienceCustomer-centric executives often have an uphill battle to instill customer-centricity into their corporate cultures and to nurture and maintain that culture. In working with customer-centric execs and wannabes over 30 years, we’ve found that the ones who succeed in maintaining a customer-centric culture exhibit 10 distinctive behaviors. Can you guess ...
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Enterprise Customers Forged the IBM & Apple Customer Ecosystem by Patricia Seybold in Online, Mobile & ITWhat I like about the new alliance between IBM and Apple for secure mobile apps is that it’s customer-driven. This is a great example of a customer ecosystem. IBM has historically been pretty good at recognizing and acknowledging their customers’ behaviors and either acquiring, or making strong alliances with, the ...
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Must Read: E-Patient Dave’s Book on Patient Engagement by Patricia Seybold in Customer CultureMy favorite business model—and the one I believe is gradually becoming more pervasive—is a customer ecosystem. It’s a business network of suppliers, partners, regulators, who are all aligned to help customers meet their outcomes in the easiest, most cost effective manner. It’s not top down. It’s not bottom up. It’s ...
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Don’t Take Customers’ Most Valuable Asset: Their Time! by Patricia Seybold in Customer ExperienceWe predict that within 24 months there will be no more waiting on hold. No more phone queues. No more music or annoying ads. No more lectures about why we should have tried self-help via the Web (If I could have done it myself, I would have! That’s why I’m ...
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Why I Love Apple’s Customer Service by Patricia Seybold in Customer ExperienceI live an hour and a half away from the nearest Apple Store, so I really value the ability to solve most problems that arise with my Apple products using Apple’s great phone support. Apple was the first company in my experience to offer immediate “call back” for product support. ...
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e-Patient Dave Speaking on Patient Engagement in Boothbay Harbor, ME by Patricia Seybold in InnovationIn 2007, Dave deBronkart was diagnosed with stage IV, grade 4 metastatic renal cell carcinoma. He had bone metastases in his femur (which eventually fractured), ulna, and cranium; five metastases in his lungs; and muscle metastases in his thigh and tongue. Through active engagement and research, Dave partnered with an ...
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