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The next-generation operating model for the digital world | McKinsey
Relatively concise article synthesizing how to integration #digitization #automation #analytics around transformation, all rooted in #customer #journey #mapping #experience #cx
customer  Experience  journey  map  digitization  automation  artificial  intelligence  silo  system  thinking  analytics  howto  2017  csr19  service  design 
6 weeks ago by csrollyson
Think APIs are not for your business? Think again. 4 misconceptions holding CIOs back from API benefits - Prime TSR
Concise description of #APIs' value proposition for #corporate #IT - and how to use them at a high level #technical #writing
API  web  services  CIO  IT  value  proposition  comparison  debunk  usecase  service  oriented  architecture  application  distributed  software  csr19 
7 weeks ago by csrollyson
Software Documentation and Training Case Study - Info Pros
Concise #technical #writing case study transforms #software company’s development of onboarding, user guides, documentation, help
technical  writing  communication  casestudy  csr19  software  documentation  onboarding  guide  single  sourcing  team  transformation  service  process  design  user  bullsi 
8 weeks ago by csrollyson
First 90 Days in Customer Success Management
One of the best customer success posts I've seen: How to succeed as a new #Customer #success #manager has in-depth guidance, links to more #kudos #CX #enterprise
customer  success  bullsi  howto  plan  manager  SAAS  software  product  sales  marketing  service  pricing  feedback  visit  experience  lifecycle  metrics  churn  engagement  model  KPI  reference 
june 2019 by csrollyson
Brooke Goodbary – Medium
Want to dive deep into #customer #success? @Brooke knows her stuff! #experience #CX
customer  success  blog  bullsi  metrics  team  management  data  analytics  software  saas  service  sales  marketing  product  experience 
june 2019 by csrollyson
5 Best Practices to Build a Customer Success Journey Map | ClientSuccess
Good idea, but the "map" is firm-focused, not #customer #centric. Better is a #service #blueprint, which contains customer #journey #map and firm front & back stage support processes #design
customer  success  journey  map  alignment  silo  client  structure  marketing  sales  support  product  implementation  service  design  blueprint  csr19 
june 2019 by csrollyson
Customer Complaints: Why Angry Customers Are Good for Business
Solid advice for improving your firm's responses to #customer #complaints by listening, apologizing [mean it], empowering employees; customer feedback is research and post gives some tools to improve. I wouldn't use these; they need to be more personal/indiv. #CX
customer  experience  complaint  howto  response  learning  service  csr19  listening  apology 
june 2019 by csrollyson
How to develop exceptional digital experiences at velocity
I love this => Emphasizes impact of front and back stage on #customer #experience + How to build your #service #design #consulting practice by scoping projects in front stage before tackling back stage complexity + great #airline example #CX
service  design  consulting  front  back  stage  blueprint  journey  customer  experience  map  digital  application  coordination  theater  example  disney  airline  strategy  complexity  howto  privacy  tablet  flight  attendant  csr19 
june 2019 by csrollyson
What the (bleep) is Service Design, anyway?
Useful: #service #design consultant on the emerging field and how his global consultancy uses it with clients + examples
service  design  introduction  pointofview  definition  example  front  back  stage  disney  fsi  office  transit  human  customer  centricity  experience  journey  csr19 
june 2019 by csrollyson
UX Mapping Methods Compared: A Cheat Sheet
Superb #CX reference: Compares #Empathy #Journey #Experience #maps and #service #blueprint and describes how each functions
journey  experience  empathy  map  service  design  blueprint  comparison  bullsi  reference  user  customer  howto  example  2019  Q2  image  csr19 
may 2019 by csrollyson
On the Road - Inova Fair Oaks Hospital - The Beryl Institute - Improving the Patient Experience
Inspiring #casestudy of a #patient #experience #journey initiative at a Virginia #hospital + example #service #design artifacts #healthcare #cx
patient  customer  experience  journey  map  example  casestudy  hospital  virginia  emergency  hall  collaboration  reflection  healthcare  service  design  csr19 
april 2019 by csrollyson
Touchpoint | Service Design and CX: Friends or foes?
Spring 2016 Touchpoint focuses on similarities and differences b/t #service #design and #customer #experience #CX
service  design  touchpoint  customer  experience  journal  Q2  2016  comparison  pointofview  marketing  advertising  model  philosophy  approach  Insight  csr19 
april 2019 by csrollyson
Suck Less, One Touchpoint At A Time
Improving #customer #experience need not be dramatic to have impact: Airline redesigned their boarding pass. Agile digital #ethnography efficiently discovers customer friction #cx
customer  experience  touchpoint  service  design  airline  example  interaction  csr19 
april 2019 by csrollyson
The Design Firm Is (Walking) Dead - Core77
On-point observations about the sunsetting of pureplay service design firms
service  design  reference  professional  pointofview  2015  firm  acquisition  analysis  client  enterprise  example 
march 2019 by csrollyson
Personas vs. Jobs-to-Be-Done
Very useful comparison of #JobsToBeDone and #personas for #customer & #user #experience - shows each artifact's strengths/weaknesses + how to use them together #JTBD #CX
jtbd  design  customer  user  experience  csr19  outcome  persona  comparison  service  bullsi  reference  howto 
march 2019 by csrollyson
Refugees In Berlin Are Trained To Counsel New Arrivals From Syria And Other Conflict Zones : Goats and Soda : NPR
Ahmad Chanabi is a #Syrian #refugee in #Berlin who mentors & supports newly arrived refugees with their emotions & ability to cope #mental #health
19eyz  berlin  refugee  bullsi  mental  health  service  story  peer  counselor  nonprofit  syria 
march 2019 by csrollyson
Visual Guide to Customer Journey Mapping Process
Good detail of analog trad process of #customer #journey #mapping + compares journey maps to #service #blueprint experience maps, others #CX #research
service  design  customer  user  research  journey  map  howto  guide  blueprint  comparison  experience  process  marketing  automation  value  proposition  csr19 
march 2019 by csrollyson
Research Methods - This Is Service Design Methods [Book]
Superb outline of service design research methods: The best summary of #ethnographic #research of #digital #social I've seen #CX #customer #experience
ethnography  course  description  bullsi  reference  digital  service  design  howto  csr19 
march 2019 by csrollyson
Rotaract club opens in refugee settlement | Rotary International
Innovative: @rotary members open a club within Uganda #refugee #settlement to channel support on the ground
uganda  refugee  settlement  club  service  support  19eyz  ngo  local  africa  example 
february 2019 by csrollyson
Rotary helps alleviate refugee crisis | Rotary International
Rotary is a global force that's trying to alleviate the plight of #refugees worldwide
ngo  service  club  example  refugee  member  support  syria  19eyz  bullsi 
february 2019 by csrollyson
What Is an Empathy Map?
Short & sweet: How to use #customer #empathy #maps + example & tools #CX #journey
customer  journey  service  design  blueprint  empathy  map  example  howto  csr19  digital  analog 
february 2019 by csrollyson
What is a Customer Journey Map? [Free Template Download] | Mightybytes
Excellent step-by-step example/explanation for how @mightybytes created a #customer #journey #map for a new service + tool recommendations #CX
customer  journey  map  example  hosting  service  reference  bullsi  tools  template  image  experience  digital  csr19 
february 2019 by csrollyson
Papers with the keyword chimeric t cell and lymphoma (Page 2) | Read by QxMD
Website is a scraper that arranges news stories by keyword, found via SH3 search, so physician authors
bullsi  sh3  news  papers  service  website  18sbx 
february 2019 by csrollyson
Customer Journey Map | Service Design Tools
Reference service design site: 3 real analog example #customer #journey #maps + links to storyboards, service blueprints
customer  journey  map  example  service  design  reference  tool  europe 
february 2019 by csrollyson
How to create a customer journey map | MyCustomer
Solid all around: Why and how to build a #customer #journey #map + supporting artifacts #service #design #CX
customer  journey  map  howto  service  design  blueprint  stakeholder  q3  2018  value  proposition  collaboration  research  ethnography  social  media  interview 
february 2019 by csrollyson
How to Create an Effective Customer Journey Map [Examples + Template]
Simplistic but still useful explanation of customer #journey #map value proposition and how to create maps + templates #CX
journey  map  customer  experience  service  design  example  value  proposition  reference  template  b2b  b2c  restaurant  realestate  model  howto  marketing  ecommerce  website  blueprint  csr19 
february 2019 by csrollyson
Service Design: Consumer Journey Mapping
Why and how to use #journey #mapping for customer experience improvement #cx + examples #service #design #CX
service  design  customer  experience  journey  map  persona  value  proposition  example  process  transformation  omnichannel  csr19 
february 2019 by csrollyson
Opinion | John McCain Battles Donald Trump With His Dying Breaths - The New York Times
Reflection on @JohnMccain and #trump in terms of morals, comportment, ego, service to country
pointofview  politics  2018  q2  mccain  republican  trump  bush  comparison  vietnam  honor  service  narcissism  palin  reflection  ego 
may 2018 by csrollyson
NONPROFIT TOUCHPOINTS – FOUR TIPS FOR CREATING CHAMPIONS | LinkedIn
Very useful for #nonprofit #marketers: How to use #donor touchpoints to improve donation rates
nonprofit  service  design  journey  touchpoint  bullsi  social  media  donor  fundraising  csrblogcomment 
february 2018 by csrollyson
About Us – Gardeneers
Service that enables all Chicago schools to have a garden program to teach kids about healthy food
garden  food  empowerment  children  teen  school  service  chicago  community  education  mentoring  nutrition  health  bullsi  17dtt 
october 2017 by csrollyson
How To Get The Best College Visit - From Your Home (VIDEO) - College Shortcuts
College visit & exposé service claims to give backroom information [video interviews]
college  visit  16ccc  service  vendor  exposé  video  interviews  ecommerce  ws1  parent  student 
july 2017 by csrollyson
(1) CollegeVine - Facebook
Near-peer mentoring service's Facebook Page
apply  help  mentor  facebook  ws1  highschool  college  advice  service  16ccc 
july 2017 by csrollyson
Updates to Our Terms of Service | Official LinkedIn Blog
Well done: summary of updated terms of service and privacy agreement + new features
linkedin  q2  2017  legal  contract  user  agreement  service  privacy  feature  social  network 
june 2017 by csrollyson
10 Signs of a Company That Really Cares About Customers | Provide Support
[comment] Added this sign: Trust Customers - and showed how and why it increases business
customer  service  experience  employee  support  empathy  loyalty  csrblogcomment  cco 
april 2017 by csrollyson
10 Signs of a Company That Really Cares About Customers | Provide Support
#Customer #service perspective on #CX includes a great list of organizational indicators
customer  experience  service  list  bullsi  organization  empathy  loyalty  employee  cco  sochap  drivetotrust 
april 2017 by csrollyson
What does it take to be a chief customer officer?
Emphasizes "the human touch" and using automation to enhance experience & having a global enterprise view
cco  customer  experience  executive  career  insurance  healthcare  payer  medical  global  international  human  automation  artificial  intelligence  service  collaboration  enterprise 
april 2017 by csrollyson
The King Customer Paradox: The More Empowered, The More We Lose Control
[comment] How firms' competitive efforts to serve customers result in invasive use of data, but few people realize it
csrblogcomment  customer  experience  pointofview  q2  2017  king  queen  amazon  service  Competition  autonomy  surveillance  big  data  analytics 
april 2017 by csrollyson
Empathy Engine | Booz
Analysis, model and framework for transforming #customer #experience
customer  experience  empathy  model  analysis  research  survey  2007  service  example  booz  management  vision  transformation  sochap  drivetotrust 
april 2017 by csrollyson
Wordfence Forensic Team and Site Cleaning Officially Launches - Wordfence
PSA> Have you been #hacked? Simple service gets you clean, online & prevention #kudos #wordpress (I'm a client)
wordpress  security  hack  service  launch  q2  2016  exceptional  remedy  clean  prevention  2snr  2csra  2csrollyson  malware  server  analysis  code 
june 2016 by csrollyson
MyCustomer
#Customer #experience news blog & community covers #marketing #service #sales and technology
customer  service  experience  blog  news  analysis  technology  social  media  marketing  sales  community 
april 2016 by csrollyson
How The Net Promoter Score (NPS) Is Like Global Warming [PDF]
Insightful: How #NetPromoterScore Can Breed Inaction, it's oft not actionable #cx
customer  experience  measurement  NPS  climate  change  human  psychology  complacency  service  crisis  cco  sochap 
april 2016 by csrollyson
London pub customers pranked by bank - YouTube
FUNNY video spoofs banks: pub servers act like bank associates, shocking #customers #experience
bank  Financialservices  uk  pub  video  satire  advertising  2016  q2  juxtaposition  comparison  customer  experience  service  organization  privacy  surcharge  humor  banking  2bsb  2snr  cco  2cdo 
april 2016 by csrollyson
Review Strategies and the Customer Experience | Sandhill
Solid advice: #Customer #experience and #reviews: How firms can mitigate risks, earn rewards
customer  experience  review  howto  analysis  vendor  thought  leadership  q2  2016  ugc  product  service  trust  call  center  fake  sochap  2execguide  2eglii  2sbs  2snr  cmo  cco  marketing  advice 
april 2016 by csrollyson
Starbucks' CTO brews personalized experiences | CIO
New CIO @Starbucks shares how they're using #BigData & #mobile to drive #customer #experience #retail
starbucks  big  data  personal  experience  customer  loyalty  retail  coffee  restaurant  fastfood  cio  service  example  pioneer  mobile  application  cco  2cdo  2csra  sochap  2snr 
april 2016 by csrollyson
Dan Ariely Interview, Part I -- A Primer on Behavioral Economics | The Best Schools
Excellent start to #behavioral #economics which is used to design social environments & technology interfaces
behavior  economics  interview  pioneer  reference  exceptional  research  book  human  sociology  finance  government  policy  design  society  pointofview  sochap  cco  service  2cdo 
march 2016 by csrollyson
Social Media Is No Longer A Marketing Channel, It's A Customer Experience Channel - Forbes
[Commented] Why #SocialMedia should be practiced as a way to listen and related to people, not marketing
customer  experience  social  media  q1  2016  pointofview  csrblogcomment  employee  engagement  service  cmo  sochap  cco  2cdo  cdo 
march 2016 by csrollyson
Why Customer Churn Happens, And What You Can Do About It
Identifies 4 types of #customer #churn, offers many resources for addressing #kudos
customer  churn  retention  howto  guide  reference  q1  2016  experience  Statistics  service  lifecycle  success  onboard  sochap 
march 2016 by csrollyson
The Customer Experience Performance Gap - Forbes
5-stage model for #customer #experience & customer #service adoption emphasizes service, shows barriers
customer  experience  csrblogcomment  service  q1  2016  CRM  model  sochap  cco 
march 2016 by csrollyson
5 Types of Complaining Customers And How to Handle Their Complaints (Infographic) | Provide Support
Feels old school b/c it types customers & has an operations ethos; implies that the 5 types present equally [false]
customer  service  infographic  debunk  operations  sochap 
march 2016 by csrollyson
Empathy and Its Role in Complaints Resolution | Service360blog
Asserts that empathy is the foundation of excellent #customer #service; doesn't mention how, i.e. customer #experience mapping
customer  service  experience  empathy  pointofview  telephone  social  media  emotion  sochap  cco 
march 2016 by csrollyson
Future of the Store: The Concierge Retailer?
Should mainstream retail offer concierge service? Customers love it
retail  customer  experience  service  concierge  pointofview  apple  apparel  luxury  q1  2016  Statistics  sochap 
march 2016 by csrollyson
Compass for Better Customer Experience
[commented] Useful: Boost #CX by reorienting B2B #marketing #sales #customer #service around buyer journey
customer  experience  sales  b2b  Q1  2016  journey  service  marketing  alignment  pointofview  empowerment  model  cco  cdo  cmo  ceo  csrblogcomment 
february 2016 by csrollyson
Oracle Roadmap to Modern Customer Service
Basic tech-focused adoption roadmap for #CX emphasizing #customer #service; social metrics outdated
vendor  promotion  marketing  model  enterprise  technology  Solution  customer  service  experience  omni  channel  empowerment  chat  website  mobile  social  media  metrics  measurement  knowledge  management  2csra  2snr 
january 2016 by csrollyson
Social Customer Care: Most Important Ingredients
[commented]POV on adopting #SocialMedia #customer #service + some useful stats
social  media  customer  service  howto  csrblogcomment  q4  2015  integration  organization  adoption  experience  sochap 
january 2016 by csrollyson
Improved Automation Complexity - The Future of Customer Service on Twitter? | Social Media Today
New business? Delhi pilot front-ends transit planner w #Twitter | Pilot in car-driving rationing to curb dangerous air pollution
twitter  customer  service  india  pollution  q1  2016  government  ration  traffic  automobile  culture  2ghcj 
january 2016 by csrollyson
Deeping The Customer Relationship With Social Media
POV & predictions on global demand for business process outsourcing #BPO for #SocialMedia #customer service #CX
customer  Experience  pointofview  2015  q1  adoption  sourcing  business  process  prediction  Global  social  media  network  service  cco  cdo  sochap  management 
january 2016 by csrollyson
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