December 1, 2010 Customer Strategist Financial Services and Insurance When the Customer Is King, Customer Experience Rules Banco Santander’s intense focus on customer experience helps to increase retention, solidify customer loyalty, and build the bottom line.
December 1, 2010 Customer Strategist Financial Services and Insurance Short-Termism Is the Biggest Threat to Trustability in Financial Services Don’t fall into the trap of IBGYBG.
April 1, 2010 Customer Strategist Financial Services and Insurance Maximize Long-Term Value and Hit Short-Term Targets Financial services firms that use customer equity to guide their strategic planning will improve overall performance.
