Ronni Marshak

Customer Experience Short Takes & Break/Fix Customer Scenario® Patterns

Antiquated Telephone Company Practice I am moving for the first time in 25 years. And the quarter-century-ago move was within the same city. So my landline telephone number (yes, I still have one of those) hasn’t changed in well over 30 years! But I am...

Choosing Technology to Support an Excellent Customer Experience

In many of the articles we publish in Customers.com Strategies, we talk about best practices (and worst practices) in customer service. We tell you what we believe you should do to create and nurture thriving customer relationships, and what you shouldn’t do or else...

When Online Chat Is an Effective Support Channel

In this week’s article, I write about best practices in telephone support. As Patty Seybold and I discussed the article, she pointed out that, on occasion, she simultaneously called the customer support phone number and launched an online chat session. And, often, the agent...

Amazon Raising Fee for Prime Membership

For those of us who are frequent Amazon.com shoppers, Prime Membership has been a great benefit. For $79 per year, you got free two-day shipping on most purchases (except ones sent directly from third-party partners who aren’t on board with Prime shipping). So many...

Why CX Matters to the Bottom Line

We’ve noticed an interesting pattern cropping up in Q1 of this year. All of a sudden customer retention is looming very high on companies’ radar. As a result, quite a few customer experience leaders now report directly to their CEOs.  This pattern is quite...

Ecommerce Ain’t Always Easy!

As regular readers are aware, I've had my share of holiday shopping disasters this year. And I finally realized that my innocent belief that online shopping was significantly easier than going to brick and mortar establishments was fading. Advantages of Online Shopping Oh sure, there…

Yet Another Customer Experience Disappointment

I'm not having a successful etailing holiday season. Last week, I shared my tales of woe with both GoodEve LTD and Sears.com. And, this week, I felt compelled to send another email detailing my disappointment with a shopping experience. At the suggestion of the Zazzle...

Worst CX: GoodEve LLC Joins Sears.com on the Naughty List

This week, I hope you enjoy my pain as I share my disastrous customer experience with Sears.com and its customer support policies. But that ain't all, my friends. I had a similar failed online shopping experience with GoodEve LLC, a merchant whose deal I had...

Capturing Knowledge for Customer Service

This week, I touch on a problem that faces customer support professionals in customer-savvy organizations: they are expected to document their interactions with customers and, in the case of tech support agents, to capture the fixes to the customers' technical problems. However, many agents...

Crowdsourcing Can Improve Real-Time Experiences, Help in Decision Making, Generate New Innovations, and Even...

In last week's article, I spent time exploring mobile crowdsourcing applications. Looking at apps such as Waze, where drivers report traffic-related incidents to enhance the GPS experience, and Minutely, where individuals provide up-to-the-minute updates on the weather report, I realized how effective crowdsourcing can...

The $4 Million Call: Profiting from TOTAL Customer Support

What 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...

Disconnects with Offshore Customer Service

I'm sure you are tired of articles about the Boston Marathon bombings and aftermath events. I know I am, and I live in Boston, in one of the neighborhoods that was in lock down on April 17 and 18. But something that happened during...

Groupon Gets Clear About Its Recommendations for You

I always assumed that the Groupon offers I was sent every day were based on location: these were the offers for my neighborhood. But I was surprised, and pleased, to see that Groupon is using a recommendations engine to determine offers I would find...

Eliminating Customer Anxiety

In this week's report, I talk about paying attention to customers' emotions as they do business with you. How fortuitous to receive an excellent example of how one financial provider thought about customers in a crisis situation and made a strategic decision to take...

Whither (or Wither) Daily Deals

Only a few years into its existence, the entire online coupon business is struggling. Over 800 daily deal companies closed their doors in the last two years. I turned my focus this week to coming up with strategies and enhancements to daily deal sites,...

Searching for ROI? Make Sure You Have the Right Metrics

Discovering the Value of Customer Success Metrics By Patty Seybold and Ronni Marshak For 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…

JetBlue Makes a Weather Delay Bearable

Last 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...

Offline versus Online: What’s the Best Customer Experience?

A friend and former colleague sent me an infographic from Monetate on The Ultimate Customer Experience that I found very interesting. The infographic demonstrates how to move the offline customer experience online in five categories: Continue the conversation Talk to your customers like you know…

Don’t Leave Your Colleagues Unprepared for Customer-Facing Events

For years, we've been drilling into you the importance of customers first—making sure they have all the information they need to do business with you, buy and use (and repair) your products, and to co-design your future products, processes, and strategies. We often take...

Customer Loyalty Depends on More than a Great Experience

Recently, I read an interesting blog post by Bob Thompson, CEO of CustomerThink Corp., entitled "What Really Drives Customer Loyalty? It's Not Just About the Experience!" I was excited to read it because, even though I'm a fanatic endorser of providing a great customer...

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