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Consultants in business & technology strategies to improve Customer Experience and encourage Outside Innovation


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Recommendation Evaluation Framework, Version 1
Innovation in Education: School Children Improve their Families' Livelihoods
National Semiconductor's New WEBENCH Visualizer Raises the Bar

Key Research Topics
BEST PRACTICES & CASE STUDIES
CRM/CUSTOMER SERVICE
CUSTOMER EXPERIENCE
CUSTOMER COMMUNITIES
CUSTOMER SCENARIO® MAPPING
E-COMMERCE
INNOVATION
PRODUCT EVALUATIONS
SEARCH & MERCHANDISING
SOCIAL MEDIA & WEB 2.0

Featured Research Reports
How Custom Product Design Can Spawn Customer-Centric Ecosystems
Elastic Path Commerce 6.2
Kinek Package Delivery Service
Selecting an Online Community Platform
IBM's Enterprise Content Management Strategy: Bigger than ERP?

  

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Perspectives
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Use Your Words
Although Pictorial Instructions Avoid Localization Issues, Some of Us Don’t Respond Well to Diagrams
August 19, 2010- By: Ronni Marshak- 4 Pages
 


    
 
 
    
I Need Help Now!
Providing Customer Support When and Where They Need It
July 15, 2010- By: Ronni Marshak- 3 Pages
 


  
 
   
   
 
 
 
    
Implementation Challenges Limit B2B Marketers' Success with Automation
The Technology Is Increasingly Essential, Yet Few Are Ready to Transform Their Operations
July 1, 2010- By: Susan McKittrick- 5 Pages
 


    
 
 
    
Sending Clear and Appropriate Messages
Do’s and Don’t for Communicating with Customers via Email
June 24, 2010- By: Ronni Marshak- 4 Pages
 


    
 
 
    
What Can Damage Apple's Amazing Customer Experience and Brand?
Network Congestion Will Be a Challenge Even to Steve Jobs
June 17, 2010- By: Patricia Seybold- 4 Pages
 


    
 
 
    
Will Employee Communities and Customer Communities Converge?
Can a Single Social Technology Support Both Internal and External Communities?
May 13, 2010- By: Matthew Lees- 6 Pages
 


    
 
 
    
Supporting the Customer Chain
Start with the End-Customers, but Make Sure You’re Making It Easy for Every Stakeholder Between You and Them
April 8, 2010- By: Roni Marshak- 5 Pages
 


  
 
   
   
 
 
 
    
The Not So Friendly Route to Flying the Skies
Lessons Learned from Customers’ Moments of Truth in Multi-Leg Travel Planning
April 1, 2010- By: Ronni Marshak- 7 Pages
 


  
 
   
   
 
 
 
    
Moving along the Time-(Team) Space Continuum
Collaboration Is Both Real-Time and Persistent, and Often Unanticipated
March 18, 2010- By: Ronni Marshak- 5 Pages
 


    
 
 
    
Will Amazon Lose Marketshare to Apple in Digital Content?
How Amazon.com Could Sell More Digital Content in the Post iPad Era
February 18, 2010- By: Patricia Seybold- 6 Pages
 


    
 
 
    
Building a Customer-Centric Company…. Lessons Learned
Advice to Customer Experience Executives from Aisling Hassell
January 21, 2010- By: Aisling Hassell- 5 Pages
 


    
 
 
    
Holiday Shopping on Cyber-Monday
Playing the Online Shopping Game (and Some Basic Do’s and Don’ts)
December 17, 2009- By: Ronni Marshak- 7 Pages
 


  
 
   
   
 
 
 
    
An Unexpected Customer Experience with the Registry of Motor Vehicles
A Great Customer Experience Story
November 5, 2009- By: Ronni Marshak- 3 Pages
 


    
 
 
    
Google Android vs. Apple iPhone
Whose Application Ecosystem Will Win?
October 30, 2009- By: Patricia Seybold- 2 Pages
 


    
 
 
    
Enticed by Discounts; Impressed by Customer Experience
Providing a Great and Personal Experience Brings Customers Back for More
October 22, 2009- By: Ronni Marshak- 2 Pages
 


    
 
 
    
Let Your Customers Be Part of the Solution
Work Together to Solve Problems, and Bond in the Process
October 5, 2009- By: Ronni Marshak- 2 Pages
 


    
 
 
    
Wikipedia Evolves Its Policies
Updates Now Need to be Approved: Reduces Vandalism!
August 27, 2009- By: Patricia Seybold- 1 Pages
 


    
 
 
    
Do Rewards Programs Foster Loyalty?
Only If You Address Customer Scenarios
July 9, 2009- By: Ronni Marshak- 9 Pages
 


    
 
 
    
Who "Owns" Your Medical Records
Whose Data Is It?
July 8, 2009- By: Patricia Seybold- 3 Pages
 


    
 
 
    
How Visionary Customer-Centric Execs Keep Innovation Alive
Take-Aways from Patty’s Visionaries' Spring 2009 Meeting
June 18, 2009- By: Patricia Seybold- 6 Pages
 


  
 
   
   
 
 
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