What Tools Are You Using to Fix Problematic Customer Issues?


Share on LinkedIn

We often focus on the big customer experience issues—how to build a great Web site, overall presentation of information, streamlining major customer applications. But then there are the smaller, more specific customer problems, such as how can customers report if something is going wrong, or how can you pull together a composite report when your stakeholders and customers are spread out over the world and use different tools. In my article this week, “Using Smartsheet to Work with ‘Customers’,” Smartsheet-FeaturesI look at how two education-related institutions, the New York Charter Schools Association and the Center for Cartoon Studies, are solving customer problems by using a more flexible and collaborative project management tool. And this lead me to wonder what other innovative tools have you found to improve your customer experience and help customers achieve their goals. I’m not talking about a wholesale change to your back-end infrastructure, but those less expensive and less organizationally impacting solutions that you have found to simplify your and your customers’ jobs and lives.

I’d love to document your stories—how you found a problem and implemented a solution that actually works! If you are a vendor of one of these innovative tools, I’d like to hear from your customers and tell their stories. So please contact me at [email protected] and let’s share some innovation and success.

Here are my case studies:

Using Smartsheet to Work with “Customers”
The Center for Cartoon Studies and the New York Charter School Association Extend a New Project Management Tool to Solve Problems For and With Their “Customers”
By Ronni T. Marshak, Sr. VP and Sr. Consultant, March 3, 2011

Republished with author's permission from original post.

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.


Please use comments to add value to the discussion. Maximum one link to an educational blog post or article. We will NOT PUBLISH brief comments like "good post," comments that mainly promote links, or comments with links to companies, products, or services.

Please enter your comment!
Please enter your name here