February 1, 2013 Customer Strategist Automotive Getting Behind the Wheel of Innovation Technology allows forward-thinking organizations to deliver outstanding experiences to their customers. According to Ford Chief Technical Officer Paul Mascarenas, it all starts with listening to customers.
September 1, 2012 Customer Strategist The Far East Approach to Customer Centricity Kicks Into High Gear Progressive companies take the term “customer centricity” from a beautiful slogan to the everyday way to do business.
September 1, 2012 Customer Strategist Financial Services and Insurance MassMutual Embodies the Human Side of Financial Services Under the watchful eye of Chief Customer Experience Officer Todd Lee, MassMutual strives to make sure its customers are supported and treated with empathy.
September 1, 2012 Customer Strategist Writing the Unwritten Rules of Customer-Centric DNA True customer DNA is made up of three critical internal building blocks upon which all customer-based strategy and activity is built.
September 1, 2012 Customer Strategist Financial Technology Customer Focus Sits at the Forefront in Financial Services Financial organizations are challenged more than ever with becoming truly customer centric and gaining the trust of their clients.
September 1, 2012 Customer Strategist A CFO’s Point of View on the Customer Experience For customer centricity to take effect, companies must tie financial performance to how well they’re delivering on the customer experience.
September 1, 2012 Customer Strategist Communications Connecting Strands of DNA for Customer Growth Companies may want to enact customer-focused change, but success requires a holistic approach that connects all three components of customer-centric DNA.
September 1, 2012 Customer Strategist Retail Banking SunTrust Learns Why Customers Behave the Way They Do The bank uses customer data and predictive analytics to be more relevant to customers and prospects, leading to improved satisfaction, revenue, and loyalty.
September 1, 2012 Customer Strategist Automotive Nissan Drives Customers Away From Price Focus The automaker’s focus on exceptional customer experience helps to differentiate the company in a heavily price-focused industry.
September 1, 2012 Customer Strategist Healthcare Putting Customer Centricity at the Heart of Healthcare As customers become more involved in choosing and paying for health insurance and other health-related products and services, the healthcare industry is under increased pressure to become customer-focused.
September 1, 2012 Customer Strategist Healthcare Philadelphia Insurance Companies Lends Customers an Ear to Improve Customer Centricity Through an ambitious voice of the customer initiative, the insurance provider uses feedback to improve its products, services, and customer relationships
September 1, 2012 Customer Strategist Customer Centricity vs Customer Experience But while the terms “customer centricity” and “customer experience” are often treated nearly as synonyms, these two terms are quite different.
