Ronni Marshak
Ronni Marshak
Patricia Seybold Group
Ronni Marshak co-developed Patricia Seybold Group's Customer Scenario® Mapping (CSM) methodology with Patricia Seybold and PSGroup's customers. She runs the CSM methodology practice, including training, certification, and licensing. She identifies, codifies, and updates the recurring patterns in customers' ideal scenarios, customers' moments of truth, and customer metrics that she discovers across hundreds of customer co-design sessions.
Groupon Provides a Great Customer Experience but Can Encourage Bad Marketing Practices
There has been a lot of hype surrounding Groupon, the two-year-old deal-of-the-day ...
Trend Micro’s Sales Tactic: Annoyance
As faithful readers know, I recently purchased a new (to me, as the car lots say) Dell laptop. It came with a 30-day free trial...
Give Customer Experience Leaders Authority as well as Responsibility
In Part 3 of the Customers.com Handbook, What Roles You'll Need to Implement Your Customers.com Strategy, Patty stresses the importance of making sure...
What to Think about Before You Hit the Send Button
Back in the early 1990s, I evaluated a bunch of marketing automation systems, which have morphed into merchandising, ecommerce systems. One of the features that...
Approach to Customer Experience Management Remains Current
Looking through the body of work that we have published over the years, Patty and I were taken with how much of our research...
When Communities Converge (or Collide)
For years, we’ve always advocated—nay, evangelized—that customers and employees/stakeholders should be on the same page, with access to the same information, so that everyone...
The Wrath of Customers
NETTING IT OUT Customers sometimes—or often—get unreasonably angry at their providers, even when the provider is not to blame. Although the customer might well be...
Strange Design Choices Slightly Mar a Great Customer Experience
I recently was invited to be the luncheon speaker at the MAPC (Associated Mail & Parcel Centers) annual trade show and conference held at the…
Customer Experience Exercise: Dissect Complex Transactions
How many times have you found yourselves discussing some customer experience issue, only to have someone say, “such a small percentage of our customers try…
Collaboration Tools Are Stuck in an Old Model of Work
Four years ago, we wrote about the unpredictable nature of collaboration and how the focus on collaboration tools doesn’t support the way people would ideally…
What’s Missing from the Virtual Engagement World? The Rush!
As I wrote an update on Unisfair’s Virtual Engagement Platform, which mimics the feel and navigation of the trade show experience online, I realized...
Loyalty versus Cost Savings
Although I’ve always been an advocate for remaining loyal to your merchants who do right by you and earn that loyalty, I can’t ignore...
How to Make It Enjoyable for Customers to Get Things Done!
<img alt="Seybold_Detail" border="0" style="float:right; margin-left:10px" src="http://blogs.customers.com/.a/6a01156f2d8f57970c0120a88e4993970b-800wi" title="Seybold_Detail" /> By Patty Seybold What's the one thing you can master that will win you more happy customers?…
How Candid Should Employees Be?
I had a very interesting customer experience the other day. I received a notification from UPS, sent to me via snail mail, that a...
Un-fillable Online PDF Forms–Bad Customer Experience!
We changed insurance carriers recently. To do so, each employee had to fill out a form. The form is available online in PDF. But...