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Contemplating Amazon’s Fire Phone by Patricia Seybold in Online, Mobile & ITI haven’t gotten my hands on the new Amazon Fire Phone yet, so I can’t really comment on its most dramatic feature: what Jeff Bezos refers to as “Dynamic Perspective” – the 3D effect of its unique user interface. But, without the benefit of first hand experience, I tend to ...
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No More Unlawful Search of Mobile Phones in U.S.? by Patricia Seybold in Online, Mobile & ITJune 25, 2014 was historic for mobile phone users in the U.S. The U.S. Supreme Court ruled on the case Riley vs. California, that police may not search the “contents” of a cell phone of an arrested suspect without a search warrant. The ruling points out that a cell phone ...
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Amazon’s New Fire Phone’s Mayday Service Will Raise the Bar for ALL Customer Service by Patricia Seybold in Customer ServiceWhat’s the biggest differentiator for Amazon’s new Fire Smartphone? It’s not the 3D “we know where you’re looking” user interface, IMHO. It’s the tight integration of Amazon’s Mayday instant chat with someone who can help you do things on your phone 24x7. How many times have you tried to do ...
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Will Customers Regain Control Over Their Lives? by Patricia Seybold in OtherI began thinking last week about all the ways in which the world seems to be spiraling out of our control. No matter how “together” or successful people are, we all seem to be deeply troubled by a number of seemingly inexorable trends that leave us all feeling quite powerless. ...
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Amazon’s Faux Pas Comes at a Bad Time by Patricia Seybold in Online, Mobile & ITThis week Amazon announced Amazon Prime Music—1 million songs/tracks available for free for Amazon Prime users. The company also announced more seamless integration between listening and reading to e-books. You can be reading on one device, hop in your car and listen on your phone, picking up where you left ...
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Choosing Technology to Support an Excellent Customer Experience by Ronni Marshak in Customer ServiceIn many of the articles we publish in Customers.com Strategies, we talk about best practices (and worst practices) in customer service. We tell you what we believe you should do to create and nurture thriving customer relationships, and what you shouldn’t do or else you’ll risk those valuable relationships. Although ...
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How to Use Customer Scenarios as a Sales Tool by Patricia Seybold in Customer ExperienceWe, and our clients, typically use Customer Scenario Mapping (and Customer Journey Mapping) as a technique to design improved customer experiences and to invent new products and services based on the “jobs” that customers need to do. However, it’s also a great sales tool. When a group of sales people ...
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Customer Journey Mapping—Seybold Style by Patricia Seybold in Customer ExperienceWe’ve had a lot of demand for Customer Journey Mapping recently. Perhaps it’s the customer experience flavor du jour. But we’re happy that so many companies are paying renewed attention to the quality of the end-to-end customer experience they deliver. We’ve been mapping customer experiences for over 25 years with ...
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Why the U.S. Government Thinks It Can Search Peoples’ Electronic Information in EU Data Centers by Patricia Seybold in OtherLong-time client and friend, Donald Callahan, sent us his timely analysis of a U.S. Federal Court case involving Microsoft and the attempt of the U.S. government to obtain a customer’s email from Microsoft’s Data Center in Dublin. Donald’s full analysis appeared in the blog post entitled US Law in European ...
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When Online Chat Is an Effective Support Channel by Ronni Marshak in Customer ExperienceIn this week’s article, I write about best practices in telephone support. As Patty Seybold and I discussed the article, she pointed out that, on occasion, she simultaneously called the customer support phone number and launched an online chat session. And, often, the agent chatting with her solved her problem ...
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The Way to Wellville: A Contest to “Produce Health” in the U.S. by Patricia Seybold in InnovationI have known and admired Esther Dyson for a long time. I’ve also been confronted with the urgent need to improve healthcare in my rural community. So I was intrigued to discover that Esther has created an organization (HICCup) dedicated to producing better health in communities. Not healthcare. Health. There’s ...
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Featured Case Studies by Patricia Seybold in OtherWe love writing case studies! We like interviewing people about how and why they did what they did and what results they achieved. That’s one way we learn what works and what doesn’t and why. Here are a few of our favorite recent case studies for you to enjoy. : ...
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Amazon Prime by Ronni Marshak in Customer ExperienceWith the $20 price increase that Amazon recently made on Amazon Prime membership (from $79 to $99 per year), the company needs to justify the increase by offering more member benefits. Amazon has been touting the free monthly streaming videos and other Prime features. In addition, on April 24, 2014, ...
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Using Customer Scenario Mapping at Appirio by Patricia Seybold in Customer ExperienceMichelle Swan is head of Customer Experience at Appirio. She has been getting some coaching from us about how to interview customers, identify critical issues, and build consensus across her organization about how the company could improve the end-to-end customer experience for its customers. Michelle is a real self-starter. She ...
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Using iPad & Apps to Transform Just-in-Time Delivery at Luck Stone by Patricia Seybold in InnovationThis case study about Luck Stone’s crushed rock business hits one of my hot buttons: Why does everyone design business processes for the “happy path” and then turn themselves inside out dealing with the inevitable exceptions? Why not make your business processes completely just-in-time? If **** happens, it’s more likely ...
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CSRs: The Face of Your Company by Ronni Marshak in Customer ExperienceIn this week’s article, I document my trying experience with various customer service departments at Bank of America. But none of it really is the fault of the agents. Customer service is one of the most difficult, yet undervalued, jobs at a large organization. You aren’t creating products or marketing ...
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FIRST: Celebrating 25 Years of Training Young Innovators by Patricia Seybold in InnovationThis month, Dean Kamen and Woodie Flowers’ amazing global organization celebrates its 25th anniversary. I highly recommend that you take your kids or grandkids and make the pilgrimage to St. Louis for the FIRST world championships on April 23-26th, 2014. Or at least watch the action via video. I’ve been ...
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Best of Our Innovation Articles by Patricia Seybold in InnovationThis week, we’re celebrating innovation and innovative ways to be innovative. To that end, I’d like to recommend these particular articles: Why Chaos Is Important for Innovation How an Organization, Group, or Individual Can Foster Innovation by Patricia Seybold Jan. 17, 2014 How to Address “Wicked Problems” Use Dialogue Mapping ...
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See FIRST in Action April 11-12 in Boston! by Patricia Seybold in InnovationFor those of you in the Boston/New England area, you have an opportunity to experience firsthand what a FIRST challenge looks like and to experience its gracious professionalism first-hand. The 2014 New England FIRST Robotics Competition Region Championship (Qualifying Championship) Boston is this weekend...April 11/12. The opening ceremony is TODAY, ...
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What’s the Problem with CABs? Too Little Listening; Too Many Presentations! by Patricia Seybold in OtherWhat if you had a Customer Advisory Board meeting in which PowerPoint presentations were banned? What if your executives and product managers spent most of the first day listening deeply to their customers talk among themselves about how they do their jobs and comparing notes about the strategic issues they’re ...
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