Volume 3 | Issue 3 | 2011
The Customer Intelligence Advantage
Table of Contents
In this issue:
Outlook
Customers Speak Volumes. Are You Listening?
I often wonder if companies that ask for my opinion do anything with the information. Most businesses never say how or if they're going to use customer survey data... more »
Benchmark
Applying Customer Analytics for Business Success
Customers share a plethora of information about themselves with companies, both deliberately and unintentionally. This happens via support and point-of-sale... more »
Perspectives
How Smart Is Your Business?
There is a treasure chest sitting within most companies, waiting to be opened. And many don't even know it. If they do, they don't know how to get to the... more »
Customer Experience Management Strategy and Best Practices
Two forces are converging and fundamentally changing business: increasing data complexity and escalating customer expectations. Handling the former is a way to keep... more »
Empowering Customers to Become Evangelists
How engaged are your customers? Can you identify advocates among your customer base? These are important questions to today's senior executives. Organizations in... more »
The C-Level Executive’s Greatest Asset: Information
Equipped with the right information, business leaders become superior decision-makers. This is especially important for executives in the highest echelons of an... more »
Multichannel 101
Here is the challenge: an ever-increasing number of channels, myriad evolving customer segments, too many different products to count. We want to sell to and service... more »
Case Studies
The Best Customer “Data” Is Feedback
For years American General Life Companies primarily relied on its insurance associates to relay what customers were saying about the life insurance company's... more »
C-Suite Strategies
Creating a Data-Driven Loyalty Strategy
At the heart of any successful growth strategy is a transformational leader. John Moser is that person at Denihan Hospitality Group, a development company that manages... more »
Industry Insight
Get Better Insight Faster
It's no surprise that we live in a fast-paced world. There is tremendous focus on always-on mobile connectivity, and access to information when and where we want... more »
Rightsizing Bank Staff Leads to Customer-Centric Growth
Many banks, even those with highly advanced customer-centric strategies, are throwing money away and ruining their customer experiences by miscalculating a vital, yet... more »
Proof Points
A Segmentation Framework That Works
Customer-centric companies have long understood the need to manage their customer portfolio, rather than just their portfolio of products or services. These firms know... more »
Strategy Speaks
“Big Data” and Evidence-Based Management
It's a daunting task to keep up with technology. Consider, for instance, the tremendous increase in the sheer volume of information we are accumulating today that... more »
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