Volume 4 | Issue 2 | 2012

Examining Customer-Centric DNA

Table of Contents

In this issue:


The Far East Approach to Customer Centricity Kicks Into High Gear

No matter where in the world you do business, the notion of customer centricity is present. Acting in customers' best interests for mutual benefit is a universal... more »

Big Data’s 5 Missing Ingredients

For those of us who have spent our careers helping organizations get more value out of their customer data assets, the recent surge of press, interest, and early... more »

Creating a Customer-Centric Culture for Middle East Banks

Every business—and every bank—has a corporate culture. And cultures are made up of attitudes, behaviors, and company values. The question of culture is a... more »

A CFO’s Point of View on the Customer Experience

In today's evolving marketplace the customer experience is not just a "nice to have," it's a "must-have," and a critical part of every... more »

Pharma’s Brave New World: Customer Engagement

The good old days of the blockbusters are gone. The pharmaceutical industry has to adapt to a new reality and the changes that come along with it. The patent cliff is... more »

Case Studies

SunTrust Learns Why Customers Behave the Way They Do

"Grow consumer market and wallet share." This is one of SunTrust Bank's strategic priorities, formalized in its 2011 annual report by Chairman and CEO... more »

Nissan Drives Customers Away From Price Focus

In the automotive industry flat vehicle demand and declining customer loyalty have created tough competition, lower prices, and eroding profit margins. While price... more »

Philadelphia Insurance Companies Lends Customers an Ear to Improve Customer Centricity

Organizations striving for a competitive advantage know that they not only have to deliver what customers want, but must also surpass their expectations. Doing so... more »

C-Suite Strategies

MassMutual Embodies the Human Side of Financial Services

Insurance is a necessity in life that customers hope they'll never need. So when the time comes for them to collect on their policy's promise, customers don&... more »

BalticMiles Crowdsources Its Growth Strategy

BalticMiles, an extension of airline airBaltic, aims to build closer relationships with travelers by creating a hybrid loyalty program that rewards members not only... more »

Industry Insight

Writing the Unwritten Rules of Customer-Centric DNA

Customer centricity can't be forced. It must be simply a part of the company. It's a mix of culture, organization, operations, and the company mission. It'... more »

Putting Customer Centricity at the Heart of Healthcare

Healthcare is a necessity for most people at some point in their lives. This is, perhaps, the reason why health organizations, ranging from insurers to pharmaceutical... more »

Connecting Strands of DNA for Customer Growth

CEOs in the telecom industry are keenly interested in how to drive their companies to market-leading positions. Relaxed monopolies and emerging markets have opened up... more »

Customer Focus Sits at the Forefront in Financial Services

Success in the financial industry pivots around building strong and lasting relationships. When a client charges an organization with taking care of his financial... more »

Strategy Speaks

Customer Centricity vs Customer Experience

'When I use a word,' Humpty Dumpty said, in rather a scornful tone, 'it means just what I choose it to mean— neither more nor less.' —Lewis... more »

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