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Can IBM Deliver Customer Clouds? by Patricia Seybold in Online, Mobile & ITWe all walk around with the cloud in our pockets. Our mobile devices are our connection to the cloud. Computing resources, networking resources, storage, content, applications, and even business processes now run using cloud computing. That means that the actual data we’re accessing is sitting on one or more secure ...
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How We Co-Design Customer Co-Design by Patricia Seybold in Customer ExperienceMany of the articles we write and many of the consulting, training, and mentoring projects we do involve improving customer experience and/or designing new and/or improved products, services, and business models. Like all consultants, we have a set of methods and tools we use. We call ours Customer Co-Design, and ...
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Amazon Raising Fee for Prime Membership by Ronni Marshak in Customer ExperienceFor those of us who are frequent Amazon.com shoppers, Prime Membership has been a great benefit. For $79 per year, you got free two-day shipping on most purchases (except ones sent directly from third-party partners who aren’t on board with Prime shipping). So many of us use Amazon Prime free ...
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Edward Snowden’s Call to Action by Patricia Seybold in OtherEdward Snowden has mobilized the Tech and UX communities to improve and to rescue the Internet. This is a watershed event. It’s an irresistible and catalyzing challenge that I believe WILL produce results. This week, Snowden threw down a gauntlet: Save the Internet by designing easy-to-use end-to-end encryption. I believe ...
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What Matters Most in Customer Self-Service? by Patricia Seybold in Customer ServiceBoth consumer and business customers rely heavily on Web self-service when they have a problem. Recent surveys of customers engaged in self-service activities have surfaced some interesting results. Here are a few highlights: Many customers have more than 11 different logins and passwords. Many customers change these frequently. Yet many ...
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Ten Years of Covering Customer Service Software Companies! by Patricia Seybold in Customer ServiceWith this week’s report, the 4Q2013 Customer Service Update, Mitchell Kramer completes his tenth year of quarterly updates on the leading suppliers and products in customer service. That’s a pretty impressive accomplishment! What other analyst firm do you know that has provided the consistent, in-depth, objective analysis that Mitch Kramer ...
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Customer Clouds: The Next Big IT Battleground by Patricia Seybold in Online, Mobile & IT“Best of” Customer Cloud Articles We’ve been writing a lot recently about “Customer Clouds.” It’s a term we coined. And it’s a movement we’re fully behind. Most of you rely on us for thought leadership around customer-impacting technology trends. This time, we may be WAY out in front of the ...
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Customer Experience Priorities Should Drive Business Process Design by Patricia Seybold in Customer Experience“Why do companies invest in business process design if they don’t focus first on the processes that impact customer experience?,” Andrew Spanyi asked when we met by phone. Andrew Spanyi is a business process design, operational leadership, and performance management consultant. He has been helping large and mid-size organizations overhaul ...
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What Are Your CX Vital Signs? by Ronni Marshak in Customer ExperienceWe define customers’ moments of truth as the showstoppers that keep customers from getting things done. These are the things that you need to proactively monitor to see how well you’re doing. Andrew Spanyi, a business process consultant and author, refers to these as your customer experience vital signs. Health ...
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Why CX Matters to the Bottom Line by Ronni Marshak in Customer ExperienceWe’ve noticed an interesting pattern cropping up in Q1 of this year. All of a sudden customer retention is looming very high on companies’ radar. As a result, quite a few customer experience leaders now report directly to their CEOs. This pattern is quite pronounced in services’ firms that are ...
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Open Letter to Microsoft’s New CEO by Patricia Seybold in OtherI don’t believe I’ve met Satya Nadella, Microsoft’s new CEO. But I do know Bill Gates, Steve Ballmer, and John Thompson (the chairman of the board). I like the new management team. I’ve been disinterested in anything Microsoft does for almost a decade. Why? My clients—customer-centric, tech-savvy executives in both ...
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Best of Our Customer Co-Design Articles by Patricia Seybold in Customer ExperienceHere are our best recent articles to help you get your customers more engaged in your customer impacting projects this year: Four Things that Will Doom Your Customer-Centric Initiatives Setting Expectations for Customer Engagements What Customer Co-Design Options Fit Your Purview? In 2014: Deliver Breakthrough Customer-Centric Results What if you ...
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Do You Want Staid Customer Advisory Boards or Incubators for Innovation? by Patricia Seybold in Customer ExperienceWe’d like you to raise the bar for your Customer Advisory Boards in 2014. If you already have ongoing CABs, it’s time to morph them into strategic think tanks for your internal lean start up activities. If you don’t have a CAB underway, start thinking about setting one up with ...
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Nina Web from Nuance: a Strong and Attractive Virtual Agent Offering by Patricia Seybold in Customer ServiceNuance acquired VirtuOz about a year ago. Since then, Nuance has make significant improvements to the VirtuOz Intelligent Virtual Agent, which it has renamed Nina Web. Nina Web, virtual assisted-service software for web browsers on desktops, laptops, and mobile devices, is now an even stronger and more attractive offering in ...
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Using Daily VOC to Improve Customer Experience by Patricia Seybold in Customer ExperienceI fell in love with Blair McHaney this week. His description about how he uses daily customer surveys at his fitness clubs to make operational changes in real time won him a gold star in my book. But what really knocked my socks off is that he identified the biggest ...
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How to Create the Conditions for Innovation by Patricia Seybold in InnovationI read a book this fall and came back to over the holidays and decided to share it with you. There are tons of books about innovation, including mine. But I found Ori Brafman’s book, The Chaos Imperative: How Chance and Disruption Increase Innovation, Effectiveness, and Success, to be reassuring ...
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Why CABs Shouldn’t Be Run by Marketing by Patricia Seybold in Customer ExperienceIf there’s one thing your organization could do in 2014 that would make the biggest difference to its success: Move your Customer Advisory/Advocacy leader out of Marketing and/or Sales. Have Customer Advocacy and Customer Advisory Boards report to Operations. Why? Because things that directly impact customers, and therefore revenues, will ...
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The Holiday Delivery Debacle: How Do You Recover Customers’ Trust When Your Entire Ecosystem Has Just Failed Them? by Patricia Seybold in Customer ExperienceGift delivery issues plagued last-minute online shoppers this holiday season (and some not-so-last-minute shoppers). As Ronni Marshak explains, the 2013 holiday season created a perfect storm of anomalies that blew apart even the best designed fulfillment and delivery systems. Design for Screw-Ups. I never cease to be amazed when our ...
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Wearable Tech for Elders? by Patricia Seybold in InnovationWearable technology created the biggest buzz at the Consumer Electronics Show—from cameras, to ear buds, to glasses, to jackets, to shoes and socks—all with sensors that gather info and stream info to and from the wearer in real time. (For a good overview, see C/Net’s wearable tech coverage.) There are ...
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Best of 2013 Customers.com Articles by Patricia Seybold in Customer ExperienceTo kick off the New Year, we offer you our best articles from last year. In fact, in order to make it easy for you to read these, we’ve removed the “paywall” for all of them for 30 days. We hope you’ll take a few minutes to sample those you ...
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