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Customer experience is more than the buzz phrase du jour. It is, in fact, a powerful business driver. Customer experience is “the customer’s perceptions and related... more »
Social media is the big buzz right now. Too many executives want to get their business on Twitter or Facebook without really thinking about why. Often, they read an... more »
Many corporate executives are still puzzling over Social CRM—what it is and why it’s important. So, let me clarify it with a definition: “Social CRM... more »
Many banks follow one of the two mainstream growth strategies: harvesting their existing customer base or pursuing competitors’ customers. Large banks usually... more »
Understanding and tapping into customer loyalty can lead to significant long-term business benefits. For many companies, however, reaching this goal can be elusive.... more »
In the multitrillion-dollar grocery industry, retailers and their suppliers continuously seek new ways to gain a competitive advantage. The result is a hugely... more »
Any company can collect data; all it takes is a customer base, input fields, and a database. All-State Legal has all those things, which allowed for the extensive... more »
Traditional health insurers in the United States consider employers as their customers, not end-user patients. But the industry is in a state of transition, as... more »
Nigel Dessau doesn’t pull any punches on his blog or, for that matter, in person. “The advice I give to other CMOs is to fire anybody who is a ‘social media expert,’”... more »
Loyalty programs are at their core tactical mechanisms for altering the behaviors of specific customers. The behaviors you most want, however, might be quite different... more »
Happiness is hot. Over the past few years psychologists have placed increased emphasis on what makes our lives pleasant, good, and meaningful1—in short, what... more »
Contemporary banking customers increasingly prefer alternative channels. With the help of the Internet, mobile phones, and other emerging technologies, customers are... more »
We all appreciate the randomness of life and business, but many of us don’t fully realize the implications of the type of randomness we are subjected to. In many... more »
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