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Video: Patricia Seybold: Customers.com by Patricia Seybold in Customer Experiencehttp://www.speakinc.com/speaker/patricia-seybold
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Using Customers’ Transactional Info to Deliver Great Customer Service by Patricia Seybold in Customer ExperienceWe all trust our suppliers with a lot of information about our daily lives. Our phone companies know whom we call and how long we talk. Our banks know how much money we have at any point in time in each account. Our grocers know exactly which products we bought/replenished ...
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The $4 Million Call: Profiting from TOTAL Customer Support by Ronni Marshak in Customer ExperienceWhat if one customer support call, regarding an issue that isn’t something your company controls, is the one that makes the difference in your company’s survival? That’s what happened when Bob called Ron Burley at Broadcast Software at 2 a.m, because he needed help configuring Microsoft Windows. Writing this week’s ...
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How Not to Run a Customer Advisory Group by Patricia Seybold in Customer ExperienceI am currently the member of a community advisory group put together by our local hospital management. The purpose of the group is to provide input into the “transition” from being a full-service hospital to being a walk-in urgent care center and physical and occupational therapy center. This group is ...
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The Demand Chain Ecosystem by Ronni Marshak in Customer ExperienceLast week, my article was on the demand chain, or, as I think of it, the “customer chain.” This is the ecosystem of customer organizations and individuals that starts with your products and services and ends up in the hands of the end-customers, who actually use or consume what you ...
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Taking Time to Communicate by Ronni Marshak in Customer ExperienceThe other day, I received an email invitation for a briefing on caching technology—“because of the space you cover”—from a PR agency representative. I use to take many briefings on products in the areas of collaboration, workflow, and “groupware,” but I haven’t covered technology products for years (except in terms ...
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5 Habits for Customer-Centric Execs by Patricia Seybold in Customer ExperienceThere’s a good interview on YouTube in which Bob Thompson talks about the habits that define the culture of a company. In order to have a customer-centric company, Bob asserts, your executives need to master and practice these five habits. Ronni Marshak summarizes the main points in the interview (and ...
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Converting Insight into Action: The Operational Debrief by Ronni Marshak in Customer ExperienceCollaborating with customers to co-design your future products, services, processes, business models, and experiences is no longer a new concept. Heck, we’ve been doing it for over 20 years! But many organizations still find it difficult to act on the insights they gain from working with customers. Even when they ...
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What JC Penney’s Management Shake Up Can Teach Us by Ronni Marshak in Customer ExperienceYou’re probably aware of the high profile executive ouster that occurred recently at retailer JC Penney. It was newsworthy because the ousted CEO was one of the most successful executives at Apple—Ron Johnson was the VP of Retail Operations at Apple from January 2000 to November 2011. He is widely ...
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Don't Mess with Your Customers' Money! by Patricia Seybold in Customer ExperienceTalk about customer unfriendly moves! The recent threat by Cyprus to tax savings' depositors on their savings—essentially removing money from their savings accounts—in order to bail out troubled banks is a TERRIBLE idea. Even worse is the contagion this idea has triggered around the world. Similar bills are being considered ...
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Video: Patricia Seybold: Why Does Customer Experience Matter? by Patricia Seybold in Customer ExperienceTalking with a Reporter in Barcelona about Customer Experience -- and the Apple retail experience December, 2012
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Pleasant Customer Experience in Online Shopping by Ronni Marshak in Customer ExperienceI do most of my holiday shopping online, and have become very close to the UPS delivery guy. Today, he delivered me 2 packages from Zazzle.com. (I've ordered a bunch of gifts from the site--this is the third year in a row.) I was delighted to receive a t-shirt I ...
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A Delightful Birthday Message by Ronni Marshak in Customer ExperienceMy birthday was yesterday (hold the applause), and aside from the dozens of good wishes from family and friends (and the lip service happy birthday messages from merchants encouraging me to shop using your enormous 10% birthday discount), I received a lovely message from ING Direct: "Just a friendly little ...
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Eliminating Customer Anxiety during a Crisis by Ronni Marshak in Customer ExperienceI believe it is important to pay attention to customers’ emotions as they do business with you. I received an excellent example of how one financial provider thought about customers in a crisis situation and made a strategic decision to take one burden off of them as they face the ...
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Why We Use CUSTOMERS' Success Metrics by Ronni Marshak in Customer ExperienceFor years, people (including consultants) have been struggling to come up with good ROI arguments for "soft stuff" like CX. Years ago, we were teaching one of our first Customer Scenario® Mapping Facilitation courses to a mixed group of our clients. (Before we developed our online training course, we taught ...
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Jet Blue Makes a Weather Delay Bearable by Ronni Marshak in Customer ExperienceThis week, Patty Seybold, Fanny Wong, Meg Lewis, and I completed a rewarding, but exhausting, Customer Co-Design Session in Florida for a long-time client. Happy, but bone weary, we arrived at the airport to discover that our flights were all delayed. Although Fanny and I were on the same flight, ...
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SHOULD You Know Where Your Customers are? by Patricia Seybold in Customer ExperienceAre You Tracking Your Customers’ Whereabouts? Every company has privacy policies in place and discloses to customers info about what personal information is captured, stored, and shared with others. Yet, the one area in which it’s easy to be in violation of your corporate privacy policy without being aware of ...
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How to Excel in a Customer's Crisis by Patricia Seybold in Customer ExperienceMost firms don’t design for exceptions and breakdowns. They design for the “happy path.” Yet, we all know that what makes or breaks most customer relationships is how your organization/people/process/partners and technologies react when things go awry. Why Don’t Most Companies Do a Better Job of Designing for Exceptions and ...
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Why Customer Experience Shouldn’t Report to Marketing by Patricia Seybold in Customer ExperienceHow Much Clout Do You Have? As a customer experience leader, you may have a well-designed customer experience and/or customer advocacy program. You may have support from your CEO. But do you really have the budgetary and political clout to actually design and carry out initiatives that will improve the ...
