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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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Test Drives
 
    
How Well Do E-Tailers Handle Gift Giving?
A Customer Experience Framework and Customer Experience Test Drives
August 12, 2009- By: Ronni Marshak- 35 Pages
 


  
 
   
   
 
 
 
    
Planning a Theme Park Vacation around a Birthday
How Easy (or Difficult) Is It to Accomplish on the Parks' Web Sites?
June 25, 2009- By: Ronni Marshak- 28 Pages
 


  
 
   
   
 
 
 
    
I Need a New Car—Fast!
How Vehix.com Rates in an Emergency Car Buying Scenario
October 18, 2007- By: Ronni Marshak- 21 Pages
 


  
 
   
   
 
 
 
    
New Car Insurance for a Growing Family
Customer Experience Test Drive of: Geico and Progressive
August 9, 2007- By: Ronni Marshak- 23 Pages
 


  
 
   
   
 
 
 
    
Selecting a Mobile Phone Family Plan for a Family in Transition
Moments of Truth in Consumer Telecommunications
July 5, 2007- By: Ronni Marshak- 37 Pages
 


  
 
   
   
 
 
 
    
Research, Compare, and Select a New Retail Bank
Customer Experience Test Drive of: Bank of America, Citibank, and Wells Fargo
May 3, 2007- By: Ronni Marshak- 40 Pages
 


  
 
   
   
 
 
 
    
Research, Compare, and Select Running Shoes
Customer Experience Test Drive of: Dick's Sporting Goods, Roadrunner Sports, RunningShoes.com, and Runners Warehouse
April 27, 2007- By: Mitchell Kramer- 10 Pages
 


  
 
   
   
 
 
 
    
High Technology Search and Navigation Test Drive
Finding Specific Information about FAST ESP, Google Search Appliance, IBM OmniFind Edition and Oracle Secure Enterprise Search
April 19, 2007- By: Susan Aldrich- 17 Pages
 


  
 
   
   
 
 
 
    
Research, Compare, and Select a Travel Rewards Credit Card
Customer Experience Test Drive of: American Express, Bank of America, Capital One, Citi, and Discover
April 12, 2007- By: Mitchell Kramer- 29 Pages
 


  
 
   
   
 
 
 
    
Customer Self-Service at Xerox
Excellent Support for Product Recommendation, Problem Diagnosis/Fix, and Account Management
February 13, 2007- By: Mitchell Kramer- 20 Pages
 


  
 
   
   
 
 
 
    
Customer Self-Service at Sovereign Bank
Limited Supported for Key Activities and an Implementation that Needs Significant Improvement
November 2, 2006- By: Mitchell Kramer- 19 Pages
 


  
 
   
   
 
 
 
    
Customer Self-Service at Apple
Help Yourself to Perform a Wide Range of Customer Service Activities through a Great UI
September 28, 2006- By: Mitchell Kramer- 17 Pages
 


  
 
   
   
 
 
 
    
Self-Service Resolution: Cable TV Companies
Comparing Charter Communications, Comcast, Cox Communications, Time Warner Cable, and Verizon Search Experiences
September 21, 2006- By: Susan Aldrich- 6 Pages
 


    
 
 
    
Customer Self-Service at Comcast
Limited Support for Key Self-Service Activities, FAQ-Centric Content, Poor Search
September 7, 2006- By: Mitchell Kramer- 20 Pages
 


  
 
   
   
 
 
 
    
Customer Self-Service at Verizon
Excellent Support for Key Self-Service Activities
August 10, 2006- By: Mitchell Kramer- 19 Pages
 


  
 
   
   
 
 
 
    
Customer Self-Service at Verizon Wireless
Support for a Wide Range of Customer Service Activities; Limited Problem Diagnosis and Search
July 27, 2006- By: Mitchell Kramer- 16 Pages