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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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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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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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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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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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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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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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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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How to Treat Customers the Way a Small Company Does by Patricia Seybold in Customer ExperienceRonni Marshak’s article this week takes pointers from some very small companies she discovered while completing her holiday shopping online. What do small companies do to gain our enthusiasm and loyalty that large companies ignore? It’s about the personal touch, of course. Yet, many of the lessons you can learn ...
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Ecommerce Ain’t Always Easy! by Ronni Marshak in Customer ExperienceAs regular readers are aware, I’ve had my share of holiday shopping disasters this year. And I finally realized that my innocent belief that online shopping was significantly easier than going to brick and mortar establishments was fading. Advantages of Online Shopping Oh sure, there are lots of advantages to ...
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Yet Another Customer Experience Disappointment by Ronni Marshak in Customer ExperienceI’m not having a successful etailing holiday season. Last week, I shared my tales of woe with both GoodEve LTD and Sears.com. And, this week, I felt compelled to send another email detailing my disappointment with a shopping experience. At the suggestion of the Zazzle customer service representative with whom ...
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Worst CX: GoodEve LLC Joins Sears.com on the Naughty List by Ronni Marshak in Customer ExperienceThis week, I hope you enjoy my pain as I share my disastrous customer experience with Sears.com and its customer support policies. But that ain’t all, my friends. I had a similar failed online shopping experience with GoodEve LLC, a merchant whose deal I had purchased via kgb.com. (I would ...
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Why the Healthcare.gov Debacle Happened by Patricia Seybold in Customer ExperienceMy niece, Nancy Seybold, lives in Washington D.C. and is a member of the loose community of website designers who serve the vast U.S. government healthcare and nonprofit sector. Although she has not been involved in the design of the disastrous website for the Affordable Care Act, I figured she ...
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How to Avoid the 4 Biggest Pitfalls in Customer Engagements by Patricia Seybold in Customer ExperienceThere’s nothing worse than recruiting customers to work with you to come up with new solutions and then falling flat on your face because you weren’t actually able to deliver what customers wanted. That has happened to us and our clients a few times. But we’ve learned a lot from ...
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How They Fit: Customer Co-Design Philosophy and Our Customer Scenario Mapping Methods by Ronni Marshak in Customer ExperienceWhat’s our advice to savvy executives who are trying to grow and nurture a customer-centric organization? Collaborate with your customers through a Customer Co-Design approach. Although there are many methods out there to support customer co-design, we advocate our tried-and-true methodology, Customer Scenario® Mapping. For over 20 years, we’ve worked ...
