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