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How Service Strategies Should Tie to Product Strategies
Check out our recent presentation on Slideshare: How Service Strategies Should Tie to Product Strategies
Your Customer’s Experiences in Context
When we are designing experiences, products, services, and processes inside our organizations it is hard to keep in perspective how relative what we are creating is in our customer's life. There are, of course, offerings that are mission-critical in peoples' lives and...
Expectations Are Built Across Industries
When we try to understand our customers, our employees, and our partners we often think about them in an insular way: we separate their life from their work; we separate their experience with consumer products from their experience with business products; we separate...
Is “Customer Experience” Just a New Buzz Word?
Over the last 10 years interest in customer experience has been growing. From consultants to in house practices, organizations are talking about the customer experience they offer, their customers’ experience, and building customer experience departments now more than...
Why Should We Map Our Customers’ Experience?
Your customers' processes and your processes that touch the customer are as critical to your operations as your supply chain or product development processes. Mapping your customers' experiences (from their perspective) and mapping the Customer Experience you offer...
Job Descriptions Demonstrate Confusion Over the Phrase “Customer Experience”
Recently Ceatro did a quick survey of 102* unique listings for jobs that matched a “customer experience” search from three leading job hunting sites to understand what types of roles were being called “customer experience” jobs. We did this survey because we wanted to...
Self-Service: Who Is It Really Benefiting?
Self-service, a category that stretches from water fountains and grocery store shelving to server management and online bill pay, seems inevitable in all industries right now. It usually provides more access at less cost for both customers and organizations. Thanks to...
Don’t Let Services Compensate for Product Shortcomings
Check out our recent presentation on Slideshare: Services Shouldn't Compensate for Product Shortcomings
Electric Light & Power Magazine: Improving the Customer Experience Through Self-Service
Check out an article written by Ceatro's Cynthia White in 2009: Improving the Customer Experience Through Self-Service "Most utilities have not kept pace with self-service technologies and customers' changing expectations. If not addressed quickly, the gap between...