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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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Dell Support Fails at Providing a 360-Degree View
Customer-Facing Employees Don’t Seem to Share Customer Context or Company Policy Information
September 9, 2010- By: Ronni Marshak- 5 Pages
 


    
 
 
    
What Roles You'll Need to Implement Your Customers.com Strategy
A Handbook for Your Customers.com® Initiatives—Part 3
August 26, 2010- By: Patricia Seybold- 9 Pages
 


    
 
 
    
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
 


    
 
 
    
B2B Marketers Prepare to Get the Most Out of Today's Technology Tools
Seven Steps to Adapting to Changes in Buyer Behavior and Capitalizing on Opportunities
August 12, 2010- By: Susan McKittrick- 7 Pages
 


    
 
 
    
How to Plan and Implement Your Customers.com Strategy
A Handbook for Your Customers.com® Initiatives—Part 2
July 29, 2010- By: Patricia Seybold and Ronni Marshak- 16 Pages
 


    
 
 
    
Making It Easy for Customers to Do Business with You
A Handbook for Your Customers.com® Initiatives—Part 1
July 22, 2010- By: Patricia Seybold- 10 Pages
 


    
 
 
    
Build-a-Bear Workshop's Challenge
Can an Early Innovator in Personalized Retail Experience Recapture Its Momentum?
July 8, 2010- By: Patricia Seybold- 14 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
 


    
 
 
    
Customer Service Evaluation Framework
How to Evaluate Customer Service Products and Services
May 26, 2010- By: Mitchell Kramer- 15 Pages
 


    
 
 
    
It Takes a Child to Raise a Village
How We Became Change Agents Improving Our Families' Incomes and Lives, and Role Models in Our Communities
May 20, 2010- By: URDT Girls School Students- 117 Pages
 


    
 
 
    
The Adobe—Apple War
Jon Seybold, Father of Desktop Publishing, Comments on the Apple/Adobe Feud
April 20, 2010- By: Jonathan W. Seybold- 6 Pages
 


    
 
 
    
Educating Kids to Be Change Agents
How the URDT Girls School Turns Girls and Their Families into Change Agents
March 25, 2010- By: Patricia Seybold- 25 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
 


    
 
 
    
Recommendation Evaluation Framework, Version 1
Evaluating Recommendation Engines, Platforms or Services
January 7, 2010- By: Susan Aldrich- 9 Pages
 


  
 
   
   
 
 
 
    
Hidden Quotation Word Search
A Puzzle Within a Puzzle
December 23, 2009- By: Matthew Lees- 5 Pages
 


    
 
 
    
Hidden Quotation Word Search - Solutions
A Puzzle Within a Puzzle
December 23, 2009- By: Matthew Lees- 4 Pages
 


    
 
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