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Who Invented Customer Scenario Mapping? by Patricia Seybold in Customer ExperiencePatricia Seybold and Ronni Marshak were the co-inventors of Customer Scenario Mapping. This method was co-designed with our customers in 1995 and has evolved since then. Unlike Customer Experience Mapping or Customer Journey Mapping, Customer Scenario Mapping has FOUR major distinctive features: 1) It is not the Current Experience that ...
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Why is CX so Hard in Health Care? by Patricia Seybold in Customer ExperienceIn the health care field, we call it "Patient Experience" and we measure patients' health outcomes as well as wait times, costs, delays, and mis-diagnoses and/or inability to diagnose and heal conditions promptly that should be treatable. In the United States, there are too many parties involved in the health ...
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Customer Journey Mapping--Seybold Style by Patricia Seybold in Customer ExperienceWe’ve been running Customer Journey Mapping/Customer Experience Mapping workshops for almost 30 years! There is nobody with more experience doing this work today. We call them Customer Scenario Maps. They depict your customers’ ideal experiences for getting things done. They are role-based. They are context-based. In order to create ...
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Customer Experience Mapping with Patients by Patricia Seybold in Customer ExperienceThree years ago, we led a very successful patient-centric co-design session for a small health center in rural, coastal Maine. The issue: this region is a hotbed of tick-borne diseases. There are many people who suffer from chronic lyme along with co-infections from the other tick-borne diseases. These are hard ...
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Amazon+Whole Foods: Customer Win or Disaster? by Patricia Seybold in Customer ExperienceMy initial reaction to Amazon's planned acquisition of Whole Foods grocery store chain was "of course." Amazon wants to be a player in our everyday lives. What better way to cement our reliance on Amazon.com for everything we need than to hook up with the top of the line grocery ...
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How Google Erased Anonymous Tracking & Nobody Noticed by Patricia Seybold in Customer ExperienceI have long been a fan of anonymous tracking versus personalized tracking. As long as my Internet activities are aggregated with those of others and kept anonymous, I don't really mind the information about where I go and what I look at being used to improve my experience by presenting ...
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Seven Things Your Customers Will Demand in 2016 by Patricia Seybold in Customer ExperienceHere are the "must haves" for the customer experience you need to be able to deliver to your customers in 2016. If you aren't doing all of these things really well this year, you're guaranteed to lose customers and marketshare to those who do. Give me Access. Both business and ...
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Show Respect: Make it Easy for Prospects to Test Drive by Ronni Marshak in Customer ExperienceMany of our clients sell high tech products to high tech customers. The end-users/customers of those solutions are often non-techies and their needs and context are important. However, we discovered a long time ago that satisfying the technical influencers who select, shortlist, and evaluate prospective solutions is often under-rated in ...
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Will Apple CX Continue to Wow? by Patricia Seybold in Customer ExperienceThere's no doubt that Apple knows how to stage an announcement. It's always great theater! There were probably more people watching the September 9th 2015 Apple product announcements than typically watch a major sporting event. But instead of "goofing off," an Apple product announcement is construed by most bosses as ...
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How to Improve your B2B Customer Experience by Patricia Seybold in Customer ExperienceWhat are the Top 12 Things that Annoy Your Business Customers? Here are the current Moments of Truth that keep emerging as we work with business customers to co-design their ideal customer experiences in a wide variety of industries, with quite different products and services—from software to information, from analysis ...
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Some Apple Blunders in Customer Experience by Ronni Marshak in Customer ExperienceYesterday, I spent over three hours on the phone with Apple Support—albeit, that was over three calls, each over an hour. The first thing to say is that the Apple Support agents are extremely nice and worked diligently to help me. The next thing is that there are some areas ...
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Should we be automating CX? by Patricia Seybold in Customer ExperienceMy husband and I have interesting dinner conversations. He truly believes that we're on the brink of a major financial collapse. He also believes that attempts to stimulate the U.S. economy are doomed to failure, because, as he puts it in one of his blog posts: "The jobs are gone ...
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US Citizens' (Small) Victory in Fight Against Govt. Search & Seizure by Patricia Seybold in Customer ExperienceThanks to courageous stands taken by Republican Senator Rand Paul and Democratic Senator Ron Wyden, and to an outpouring of calls and emails from American voters (thank you!), the three portions of the US Patriot Act that authorized the mass collection and data mining of the phone records of US ...
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A Quiet (Customer) Revolution in US Healthcare by Patricia Seybold in Customer ExperienceAs many of you know, I'm involved in the customer-led design of a new integrated primary care system in my rural community in Maine. That's why I was so impressed by the documentary film, entitled the Quiet Revolution, that aired last month on our local Public Broadcasting System (PBS) channel. ...
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Disaster Planning: Put Yourself in the Shoes of the Victims' Families! by Patricia Seybold in Customer ExperienceHaving recently blogged about the branding issues associated with Malaysia Airlines' twin disasters in 2014, I was impressed by an article, Seeing Disaster through Consumers' Eyes, in the Philadelphia Inquirer about how the Pennsylvania disaster planners handled the derailment of Amtrak 188 in which 200+ passengers were injured: "After a major ...
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Will US Citizens Win Back their Right to be Secure Against Unreasonable Search & Seizure? by Patricia Seybold in Customer ExperienceThe Customer Revolution appears to be glimmering back to life in the U.S.A. I usually avoid touching on politics in my articles and posts for customer-centric execs, but when it comes to citizens' rights, these seem to me to be important to all of us who value the Voice of ...
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7 Tips for Re-Designing Your Customer Experience as Your Customers Change by Patricia Seybold in Customer Experience“We’re finding it challenging to adapt to our customers’ behaviors. They tweet, they chat, they text; they don’t want to go online and log a case,” one customer support exec recently complained. “Our best customers are first-time parents,” said a product marketing exec. “They used to be in their twenties; ...
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Angie’s List Needs to Get Its Act Together by Ronni Marshak in Customer ExperienceI’ve been an Angie’s List customer for a few months now. I joined because I was moving, and I knew that I would need advice and recommendations on a lot of services and contractors that would help with the move and with renovating my new home. And, for the most ...
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Unexpected Excellent Service by Ronni Marshak in Customer ExperienceYesterday, I received an email stating that “Your System Mechanic (SM) license will expire on April 08, 2015, and is set to automatically renew so you don't have any interruptions with your service.” That would be great except I don’t have that computer anymore, nor the software. I must have ...
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It’s 2015: Do You Know What Your Customers Are Trying to Do? by Patricia Seybold in Customer ExperienceHere’s a variation on the old parental refrain: “It’s 10 pm, do you know what your children are doing?” Do YOU know what your different types of customers are trying to accomplish? How do your products and/or services help them do that better, faster, cheaper? What are the contexts in ...
